PRIVACY POLICY

Last Revised: April 27, 2018

We at ServicePal (ServicePal Inc. and our affiliates) are committed to protecting your privacy.  This Privacy Policy applies to our websites (Websites), including www.servicepal.com, www.servicepal.dk, www.servicepal.se, www.servicepal.fr, www.servicepal.es, www.servicepal.nl, www.servicepal.be, www.servicepal.de, www.servicepal.co.uk, www.servicepal.sg, www.servicepal.cn and our Subscription Services, including app.servicepal.com, api.servicepal.com, apitest.servicepal.com and mobile applications (Mobile Apps) and associated services (collectively, our “Services”), owned and controlled by ServicePal.

This Privacy Policy governs our data collection, processing and usage practices.  It also describes your choices regarding use, access and correction of your Personal Information.  By using the Websites, Mobile Apps or the Subscription Service, you consent to the data practices described in this Privacy Policy.  If you do not agree with the data practices described in this Privacy Policy, you should not use the Websites or our Services.

ServicePal cares about your privacy.  For this reason, we collect and use personal data only as it might be needed for us to deliver to you our world-class products and Services.  Your personal data includes information such as:

  • Name
  • Address
  • Telephone number
  • Email address
  • Other data collected that could directly or indirectly identify you.

Our Privacy Policy is intended to describe to you how and what data we collect, and how and why we use your personal data.  It also describes options we provide for you to access, update or otherwise take control of your personal data that we process.

If at any time you have questions about our practices or any of your rights described below, you may reach our dedicated team at privacy@servicepal.com.  This inbox is actively monitored and managed so that we can deliver an experience that you can confidently trust.

Likewise, we’ve also created a Privacy Summary to provide answers to your most common question.

What information do we collect?

We collect information so that we can provide the best possible experience when you utilize our Services.  Much of what you likely consider personal data is collected directly from you when you:

(1)   create a trial account or purchase any of our Services (ex: billing information, including name, address, credit card number, phone numbers);

(2)   add more users to your account (ex. name, email address, phone number of technicians, managers and administrators);

(3)   submit content through our products: When using our Services, we collect and store content that you post, send, receive and share.  This content includes any information about you that you may choose to include.  Examples of content we collect and store include: the summary and description of jobs, technicians performing work, the forms you create in ServicePal Form Designer™ or fill out when performing tasks, the email and text messages you exchange in ServicePal, and any feedback you provide to us.

(4)   request assistance from our customer support team (ex: phone number);

(5)   complete contact forms or request newsletters or other information from us (ex: email);

(6)   participate in activities we promote that might require information about you; or

(7)   opt-in to specific features such as location-based services.

However, we also collect additional information when delivering our Services to you to ensure necessary and optimal performance.  These methods of collection may not be as obvious to you, so we wanted to highlight and explain below a bit more about what these might be (as they vary from time to time) and how they work:

Account related information is collected in association with your use of our Services, such as company name, your website, purchases, when products renew or expire, information requests, and customer service requests and notes or details explaining what you asked for and how we responded.

Cookies and similar technologies on our Websites and our Mobile Apps allow us to store a unique identifier so you do not have to sign in to our Services every time you use our Services.  Cookies and similar technologies allow us to track your browsing behavior, links clicked, items purchased, your device type, and to collect various data, including analytics, about how you use and interact with our Services.  This allows us to provide you with more relevant product offerings, a better experience on our Services, and to collect, analyze and improve the performance of our Services.  We may also collect your location (IP address) so that we can personalize our Services.  Our goal in these cases is to make your experience with us more convenient and personal.  For example, knowing your your country and language helps us provide a customized and more useful experience with appropriate content.  Knowing your contact information, computer and device information helps us personalize your experience and provide you with better customer service.  For additional information, and to learn how to manage the technologies we utilize, please visit our Cookie Policy.

Data about Usage of Services is automatically collected when you use and interact with our Services, including metadata, log files, cookie/device IDs and location information.  This information includes specific data about your interactions with the features, content and links (including those of third-parties) contained within the Services, Internet Protocol (IP) address, browser type and settings, the date and time the Services were used, information about browser configuration and plugins, language preferences and cookie data, information about devices accessing the Services, including type of device, what operating system is used, device settings, application IDs, unique device identifiers and error data, and some of this data collected might be capable of and be used to approximate your location.

Supplemented Data may be received about you from other sources, including publicly available websites or third parties with whom we work, in which case we may combine this data with information we already have about you so that we can update, expand and analyze the accuracy of our records, identify new customers, and provide products and services that may be of interest to you.  If you provide us personal information about others, or if others give us your information, we will only use that information for the specific reason for which it was provided to us.

How we utilize information.

We strongly believe in both minimizing the data we collect and limiting its use and purpose to only that (1) for which we have been given permission, (2) as necessary to deliver the Services you purchase or interact with, or (3) as we might be required or permitted for legal compliance or other lawful purposes. These uses include:

Delivering, improving, updating and enhancing the Services we provide to you.  We collect various information relating to your purchase, use and/or interactions with our Services. We utilize this information to:

  • Improve and optimize the operation and performance of our Services (again, including our Websites and Mobile Apps)
  • Diagnose problems with and identify any security risks, errors, or needed enhancements to the Services
  • Detect and prevent fraud and abuse of our Services and systems
  • Collecting aggregate statistics about use of the Services
  • Understand and analyze how you use our Services and what products and services are most relevant to you.

Often, much of the data collected is aggregated or statistical data about how individuals use our Services, and is not linked to any personal data, but to the extent it is itself personal data, or is linked or linkable to personal data, we treat it accordingly.

Sharing with trusted third parties. We may share your personal data with third parties with which we have partnered to allow you to integrate their services into our own Services, and with trusted third party service providers as necessary for them to perform services on our behalf, such as:

  • Processing credit card payments
  • Performing analysis of our Services
  • Communicating with you, such as by email or chat
  • Customer relationship management
  • Accounting.

We only share your personal data as necessary for any third party to provide the services as requested or as needed on our behalf.   These third parties (and any subcontractors) are subject to strict data processing terms and conditions and are prohibited from utilizing, sharing or retaining your personal data for any other purpose than as they have been specifically contracted for (or without your consent).

Third Party Apps: You, your administrator or other users may choose to add new functionality or change the behavior of our Services by installing or connecting to third party apps within the Services.  Examples of third party apps include, QuickBooks Online, Dropbox, LinkedIn, Google, Outlook and other calendar products.  Doing so may give third-party apps access to your account and information about you like your name and email address, and any content you choose to use in connection with those apps.  If you are a technical or billing contact listed on an account, we may share your details with the third-party app provider upon installation.  Third-party app policies and procedures are not controlled by us, and this Privacy Policy does not cover how third-party apps use your information.  We encourage you to review the privacy policies of third parties before connecting to or using their applications or services to learn more about their privacy and information handling practices.  If you object to information about you being shared with these third parties, please uninstall the app.

With your consent: We share information about you with third parties when you give us consent to do so.  For example, we often display personal testimonials of satisfied customers on our public Websites.  With your consent, we may post your name alongside the testimonial.

Communicating with you. We may contact you directly or through a third party service provider regarding products or services you have signed up or purchased from us, such as necessary to deliver transactional or service related communications.  We may also contact you with offers for additional services we think you’ll find valuable if you give us consent, or where allowed based upon legitimate interests.  These contacts may include:

  • Email
  • Text (SMS) messages
  • Telephone calls
  • Chat messages.

If we collect information from you in connection with a co-branded offer, it will be clear at the point of collection who is collecting the information and whose privacy policy applies.  In addition, it will describe any choice options you have in regards to the use and/or sharing of your personal data with a co-branded partner, as well as how to exercise those options.

If you make use of our Services to import contacts (ex. using email marketing services to send emails on your behalf), we will only use the contacts and any other Personal Information for the requested service.  If you believe that anyone has provided us with your Personal Information and you would like to request that it be removed from our database, please contact us at privacy@servicepal.com.

Transfer of personal data abroad. If you utilize our Services from a country other than the country where our servers are located, your communications with us may result in transferring your personal data across international borders.  Also, when you call us or initiate a chat, we may provide you with support from one of our global locations outside your country of origin.  In these cases, your personal data is handled according to this Privacy Policy.

Compliance with legal, regulatory and law enforcement requests. We cooperate with government and law enforcement officials and private parties to enforce and comply with the law.  We will disclose any information about you to government or law enforcement officials or private parties as we, in our sole discretion, believe necessary or appropriate to respond to claims and legal process (such as subpoena requests), to protect our property and rights or the property and rights of a third party, to protect the safety of the public or any person, or to prevent or stop activity we consider to be illegal or unethical.

To the extent we are legally permitted to do so, we will take reasonable steps to notify you in the event that we are required to provide your Personal Information to third parties as part of legal process.  We will also share your information to the extent necessary to comply with ICANN or any ccTLD rules, regulations and policies when we register a domain name on your behalf.

Website analytics. We use web analytics tools provided by service partners such as Azure Application Insight, Google Analytics & GoSquared to collect information about how you interact with our Websites or Mobile Apps, including what pages you visit, what site you visited prior to visiting our website, how much time you spend on each page, what operating system and web browser you use and network and IP information.  We use the information provided by these tools to improve our Services and to ensure our Services perform effectively.  These tools place persistent cookies in your browser to identify you as a unique user the next time you visit our website.  Each cookie cannot be used by anyone other than the service provider (ex: Google for Google Analytics).  The information collected from the cookie may be transmitted to and stored by these service partners on servers in a country other than the country in which you reside.  Though information collected does not include personal data such as name, address, billing information, etc., the information collected is used and shared by these service provider in accordance with their individual privacy policies.  You can control the technologies we use by managing your settings through our Cookie Policy, or by utilizing settings in your browser or third-party tools, such as Ghostery and others.

Targeted advertisements. Our Services do not rely on targeted ads to operate, nor do we display third party banner ads based on your activities.  Targeted ads or interest-based offers may be presented to you based on your industry, and based on the products you currently own.  You may also be subject to targeted advertising by participating in events or trade shows where we are present.

Third-party websites. Our Websites and our Mobile Apps contain links to third-party websites.  We are not responsible for the privacy practices or the content of third-party sites.  Please read the privacy policy of any website you visit.

The E.U-U.S and Swiss-U.S. Privacy Shield Frameworks.

ServicePal recognizes the importance of compliance with the EU-U.S. Privacy Shield Framework and the Swiss–U.S. Privacy Shield Framework. ServicePal is committed to subjecting all personal data received from European Union (EU) member countries and Switzerland, in reliance on the Privacy Shield Framework, to the Framework’s applicable Principles.  To learn more about the Privacy Shield Framework, visit the U.S. Department of Commerce’s Privacy Shield List at https://www.privacyshield.gov.

How you can access, update or delete your data.

To easily access, view, update, delete or port your personal data (where available), or to update your subscription preferences, please sign into your Account.  Please visit ServicePal Academy for additional information and guidance for accessing, updating or deleting data.

If you make a request to delete your personal data and that data is necessary for the products or Services you have purchased, the request will be honored only to the extent it is no longer necessary for any Services purchased or required for our legitimate business purposes or legal or contractual record keeping requirements.

If you are unable for any reason to access your Account Settings, you may contact us by one of the methods described in the “Contact Us” section below.

How we secure, store and retain your data.

We follow generally accepted standards to store and protect the personal data we collect, both during transmission and once received and stored, including utilization of encryption where appropriate.

We retain personal data only for as long as necessary to provide the Services you have requested and thereafter for a variety of legitimate legal or business purposes.  These might include retention periods:

  • mandated by law, contract or similar obligations applicable to our business operations;
  • for preserving, resolving, defending or enforcing our legal/contractual rights; or
  • needed to maintain adequate and accurate business and financial records.

If you have any questions about the security or retention of your personal data, you can contact us at privacy@servicepal.com.

Do Not Track’ notifications.

Some browsers allow you to automatically notify websites you visit not to track you using a “Do Not Track” signal.  There is no consensus among industry participants as to what “Do Not Track” means in this context.  Like many websites and online services, we currently do not alter our practices when we receive a “Do Not Track” signal from a visitor’s browser.  To find out more about “Do Not Track,” you may wish to visit www.allaboutdnt.com.

Age restrictions.

Our Services are available for purchase only for those over the age of 18.  Our Services are not targeted to, intended to be consumed by or designed to entice individuals under the age of 18.  If you know of or have reason to believe anyone under the age of 18 has provided us with any personal data, please contact us.

Sensitive personal data, as defined by GDPR.

Sensitive data is any data that reveals:

  • Racial or ethnic origin
  • Political opinions
  • Trade union membership
  • Genetic data
  • Biometric data for the purpose of uniquely identifying a natural person
  • Data concerning health or a natural person’s sex life and/or sexual orientation

Our terms of service prohibits the collection of sensitive personal data.

Other important privacy information

Notice to End Users

Many of our Services are intended for use by organizations (our “Customers” or  “Customer”).  Where the Services are made available to you through an organization (e.g. your employer), that organization is the administrator of the Services and is responsible for the accounts and/or Websites and Mobile Apps over which it has control.  If this is the case, please direct your data privacy questions to your administrator, as your use of the Services is subject to that organization’s policies.  We are not responsible for the privacy or security practices of an administrator’s organization, which may be different than this policy.

ServicePal collects information under the direction of its Customers and has no direct relationship with the individual users (who are employees or agents of Customers, or third parties with whom a Customer does business) whose personal data it processes.  ServicePal works with its Customers to help them provide notice to their employees concerning the purpose for which Personal Information is collected.

We collect information for our Customers.  If You are an employee of one of our Customers and would no longer like to use our Services, please contact your employer directly. ServicePal may transfer Personal Information to companies that help us provide our Services.  Transfers to subsequent third parties are covered by: (1) the provisions in this Privacy Policy regarding notice and choice, and (2) the applicable agreement ServicePal has with our Customer that governs such Customer’s use of the Service.

ServicePal has no direct relationship with the individuals whose Personal Information it processes in its provision of the Service.  An individual who seeks access to, or who seeks to correct, amend, or delete, inaccurate data should direct their query to their employer. If the employer is a Customer and requests that ServicePal remove the data, we will respond to their request within 30 business days.

ServicePal will retain Personal Information that We process on behalf of our Customers for as long as needed to provide the Service to our Customer.  ServicePal will retain and use this Personal Information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

If You install and use our Mobile Apps or Services, You understand and agree that You grant permission to Your company’s administrator, so that s/he may perform some or all of the following actions, as may be required:

  • require you to reset your account password;
  • require you to use passwords that complies with the password policy of the organization;
  • require you to secure devices using native device Touch ID and Passcode security;
  • restrict, suspend or terminate your access to the Services;
  • access information in and about your account;
  • access or retain information stored as part of your account;
  • install or uninstall third-party apps or other integrations;
  • lock your devices using iCloud security;
  • change the email address associated with your account;
  • change your information, including profile information;
  • restrict your ability to edit, restrict, modify or delete information

Even if the Services are not currently administered to you by an organization, if you use an email address provided by an organization (such as your work email address) to access the Services, then the owner of the domain associated with your email address (e.g. your employer) may assert administrative control over your account and use of the Services at a later date.

Please contact your organization or refer to your administrator’s organizational policies for more information.

Changes in our Privacy Policy.

We reserve the right to modify this Privacy Policy at any time.  If we decide to change our Privacy Policy, we will post those changes to this Privacy Policy and any other places we deem appropriate, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it.  If we make material changes to this Privacy Policy, we will notify you here, by email, or by means prior to the implementation of the changes.  We encourage you to review this Privacy Policy periodically.

Contact us.

If you have any questions, concerns or complaints about our Privacy Policy, our practices or our Services, you may contact us at privacy@servicepal.com or by phone: +1 650 394 5484.

We will respond to all requests, inquiries or concerns within thirty (30) days.