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Privacy Notice

Effective Date: November 4, 2016

This Privacy Notice is a Layered Notice. It means that this notice is designed to respond to problems with excessively long notices. A short notice—the top layer—provides you with the key elements of the privacy notice. The full notice—the bottom layer—covers all the intricacies in full.

Introduction

We, ZoomSupport Limited (hereinafter “Company” or “ZoomSupport”), are aware of privacy issues that may occur through the use of our products, services, and website. This Privacy Notice describes your privacy rights regarding collection, use, storage, sharing, and protection of your Personal Information.

This Privacy Notice does not apply to information about you collected by any third party, including through any content (including advertising) that may link to, or be accessible on, our website or through our services. This, shall instead be governed by such third party’s terms and policies. This Privacy Notice contains links to some of the third party’s terms and policies to make your investigation more convenient.

We may amend this Notice once in a while periodically by posting a revised version on our website. The revised version will be effective as of the published effective date. In the event of material changes to this Notice, we may notify you through our services or by other means.

Your privacy is really important to us so we accept our responsibility to protect your private information. Therefore we strictly follow data protection procedures in an effort to protect the security of your Personal Information.

Our Privacy Notice applies to:

  • Using the Company’s products and services;
  • Visiting the http://zoomsupport.com website;
  • Using any application services offered by the Company.

The following Privacy Notice covers handling of:

  • Personally Identifiable Information (“Personal Information”, “PII”);
  • Non-Personally Identifiable Information (“non-PII”) collected by the Company when you use our products and services.

Please read this Privacy Notice to make sure that you understand what kinds of information we collect and how we use it and that you agree to such collection and use.

By visiting and using our website, products, and services you are consenting to the collection, use, sharing, transfer, or other processing of your Personal and non-Personal information as described in this Privacy Notice. If you do not consent to such processing, then please do not further access or use our products, services, or website. You may request previous versions of the Privacy Notice by contacting us here or through our website here.

Your California Privacy Rights

We make these disclosures to those visiting our website who reside in California which supersede and replace any conflicting disclosures found elsewhere on our website.

Click the drop-down button to learn more about your California Privacy Rights.

Opt-Out of Disclosure for Direct Marketing Purposes. California Civil Code Section 1798.83 permits California residents to learn the identities of entities that received their Personal Information for marketing purposes and the categories of information disclosed. You may request such information by contacting us by e-mail addressed to support@zoomsupport.com. Please reference California Privacy Rights in your subject line. You may also write to us at:

ZoomSupport Ltd.
Königsallee 106
40215 Düsseldorf
Germany
ATTN: Privacy Officer.

Please be aware that this opt-out does not prohibit our disclosure of Personal Information for any purpose other than direct marketing. The information we collect and share may include your name, address, email address, and telephone number.

Automatic Gathering of Information. We collect information that you provide to us online, and through websites of unaffiliated third parties.

Automatic Gathering of Information by Third Parties. When you visit our website, third parties can collect Personally Identifiable Information about your online activities over time and across different websites pertaining to your visit to or use of our and other websites.

Do-Not-Track Requests. California residents visiting our website may request that we not automatically gather and track information pertaining to their online browsing movements across the Internet. Such requests are typically made through Web browser settings that control signals or other mechanisms that provide consumers the ability to exercise choice regarding the collection of Personally Identifiable Information about an individual consumer's online activities over time and across third-party websites or online services. We currently do not have the ability to honor these requests. We may modify this Notice as our abilities change.

Changes to Notice. By using the Service, you consent to our collection, use, and disclosure of your Personal Information you provide in accordance with this Privacy Notice. If we decide to change our Privacy Notice, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it. Privacy Notice changes will apply to the information collected from the date we post our revised Privacy Notice, as well as to existing information we hold.

Effective November 2016

Information Collection

We collect data to operate effectively and provide you the best experiences with our services. The collection occurs while you are using our website, services, and/or products.

We get this data in two ways

  1. You provide some of this data directly or contact us for support.
  2. Usage data that is usually collected automatically (this data is mostly statistical and non-personal) by recording how you interact with our products and services by, for example, using technologies like cookies or, software running on your device.

Click the drop-down button to learn why such collection of information occurs, what kind of information we collect and how we use it.

Let us clarify the exact meaning of “Personally Identifiable Information” and “Non-Personally Identifiable Information”.

“Personal Data” or “Personally Identifiable Information/Data” (PII) is any data that could potentially identify a specific individual. Any information that can be used to distinguish one person from another can be considered as PII.

“Non-Personally Identifiable Information/Data” , also known as “de-identified” (de-identified data is information that does not actually identify an individual) or “anonymized”, is any information that may correspond to a specific person, account, or profile, but is not sufficient to identify, contact, or locate the person to whom such information pertains. This type of information is frequently used for research, statistical, or aggregation purposes.

What kinds of information do we collect?

Information that you provide to us.

You may be required to provide your Personal Information on our website or in other ways. This information may include, but is not limited to:

  • Audio and/or video recording of a call/session;
  • Static images of your screen, which may be captured during the session only;
  • Chat correspondence;
  • Telephone number (in case of a call);
  • Your personal email;
  • Full name;
  • Mailing address;
  • Password to system (in case of remote fixes);
  • Information about your device, services and software you used.
This information will be used only for:
  • Providing you with remote assistance and other services (learn more about “Remote Access” below in this document);
  • Delivering or installing some programs or assistance tools and software;
  • Continuous improvement of our services;
  • Analyzing how people use our services, how frequently, which kind of assistance they need, etc. to keep internal analytics;
  • Communication purposes, such as notifying you about product updates or special offers;
  • Personalizing communications with you;
  • Training of our junior personnel;
  • Resolving disputes;
  • Protecting our rights, enforcing our policies, and complying with laws.

Your Personal Information will be used by our Company only for these specified purposes and will not be sold to any third party. See more details concerning sharing of your Personal Information below.

If you have any concerns or questions regarding the Personal Information we collect, you can always contact us here or through our website here.

Information that is collected automatically.

We also automatically receive and track certain technical data about your computer or mobile device when you visit our website, including, but not limited to:

  • Your device type;
  • IP address;
  • Language preferences;
  • Browser configurations;
  • Type of operating system;
  • Date and time of viewing and use of our website.

We collect some of this information through the use of cookies. We would like to remind you that such automatically collected data is mostly non-personal.

We need this data to analyze our work, improve our service and website, and make qualitative changes to provide our customers with worthy service.

Data that is collected and provided by Third Parties.

Some of your Personal Information, such as email address and payment information (type of subscription you bought, purchase price, etc.), may be collected and provided to us by third parties, such as cleverbridge©, PayPro Global©, and RevenueWire®. To make your investigation easier, we would like to provide you with the links to third-party policies:

  1. Cleverbridge© Privacy Policy;
  2. PayPro Global© Privacy Policy;
  3. RevenueWire® Privacy Policy.

In addition, to access to your device remotely, our Remote Assistance Agents use third-party software, such as LogMeIn® and TeamViewer. By accepting the Terms & Conditions and Privacy Policy of our Remote Assistance service, you therefore accept the Terms & Conditions and Privacy Policy of LogMeIn® and Terms & Conditions and Privacy Policy of TeamViewer.

Please read all Privacy Policies that are listed above to make sure that you agree to all conditions; otherwise, do not purchase or use our service.

ZoomSupport “ZoomDiagnostics”

During the fix session, an Agent may install ZoomSupport “ZoomDiagnostics” on your computer. It is a diagnostic tool that analyzes your computer, gathers basic information about the system properties and settings, and displays it in a comprehensible manner.

This tool can also detect some problems on your computer while working in the background. For example, if something is wrong with the computer system, installed applications, or the memory is full, you may see some notifications with appropriate advice and instructions related to your situation.

We do not collect any Personal Information through this tool. We may collect such information as:

  • OS version;
  • ZD version;
  • Platform;
  • Computer type;
  • Computer name;
  • CPU;
  • RAM;
  • VGA.
Use of ZoomSupport services by Minors.

Our website and services are designed for people who are at least 13 years old. We will not knowingly collect any Personal Information from children without proper parental consent.

If you are under 13 years old, please do not send or tell us your Personal Information through any possible means of communication between you and our Company.

If you are under the age of 13 and you nevertheless wish to call our support, ask a question or use our services in any way that requires you to submit your Personal Information, please have your parent or guardian do so on your behalf.

If you believe that we may have collected Personal Information from someone under the age of 13, or under the applicable age of consent in your country, without parental consent, please contact us here, and we will take appropriate measures to investigate and address the issue promptly.

“Do Not Call” List

Our Company works with incoming calls from people who need our help. ZoomSupport Agent may call you only upon your request that they do so, or if you have scheduled a call according to a mutual (oral and/or written) agreement between you and the Agent.

Nevertheless, if you do not want to receive any calls from ZoomSupport, you can always request an Agent to put you on our internal “Do Not Call” list during the call/session. You may also request to be put on the internal “Do Not Call” list by clicking here. Please note that it may take up to thirty (30) days for your request to be implemented.

Remote Access

“Remote Assistance" offers remote access service to assist us in diagnosing and resolving technical and system issues that appear on your computer. To perform a remote connection, our Agent must receive your prior explicit consent to do so. Explicit consent — also known as express or direct consent — means that an individual is clearly presented with an option to agree or disagree with the collection, use, or disclosure of Personal Information and unambiguously signals his or her agreement.

Additionally, you can terminate the connection at any. Our Agent will describe to you how to disconnect before the connection is launched.

Click the drop-down button to learn more about the “Remote Assistance” service and our recommendations regarding your use of this service.

The entire process allows a “Remote Assistance” Agent to access your device remotely to diagnose any conditions that may interfere with its performance, and either repair it or provide advice on what options are available to fix the issue. By taking advantage of this service, you are giving permission to a “Remote Assistance" Agent to log in to your computer, which may contain your Personal Information, files, documents, etc.

We strongly recommend that you secure your sensitive files before our Agent connects to your computer remotely. Please do not leave these files on your desktop, as it is your responsibility to make your valuable information inaccessible to prevent any type of data loss or corruption. To make your files inaccessible to others, you can use built-in encryption tools on your computer.

Here you can find the step-by-step instructions on how to do so:

In addition, we would like to inform you that even if you do not secure or encrypt your files and they are stored on your desktop, our Remote Assistance Agents will only search your computer in order to identify and correct any conditions on your computer that may hinder its performance and will attempt to limit their interaction with your files to a minimum.

Email Communication

We will send you important administrative and transactional messages (i.e., service notifications) about the work that has been completed and send a questionnaire via email after each session. We ask you to answer all of the questions to enable us to improve our service.

Click the drop-down button to learn more about other possible email communications between you and our Company.

If you are our customer who bought ZoomSupport service, you will receive different reminders about the status of your subscription.

We will ask your prior permission to send you any other emails or promotions. If you receive promotional emails from us and would like to opt out, you can do so by following the directions in that message. Please also note that if you do choose not to receive marketing-related emails from us, we may still send you important administrative and transactional messages or notifications.

Data Sharing

We respect and protect your private information. We restrict access to Personal Information to Company employees, contractors, and agents who need this information to perform their job duties. Those who have access to Personal Information are subject to strict contractual confidentiality obligations.

However, we cannot ensure absolute security. There is no guarantee that information may not be accessed, disclosed, altered, or destroyed by breach of any of our physical, technical, or managerial safeguards. It is your responsibility to protect the security of your Personal Information.

Click the drop-down button to learn when your Personal Information may be shared or disclosed.

We will share your Personal Information only in the following cases:

  • Affiliates: In some cases we may closely cooperate with some companies and/or businesses, and may require your Personal Information for various transactions with these partners.
  • Agents: We may employ other companies to act as intermediate parties for us; therefore, we may share our customers’ private information with them. These agents will not use your information for purposes other than assisting us.
  • Business Transfers: Customer information is a business asset of the Company. Therefore, when the Company becomes owned by a third party as a result of a merger, acquisition, reorganization, or bankruptcy, customer information may be passed to this third party as well.
  • Protection of the Company and Others: It may be necessary − by law, legal process, litigation, and/or requests from public and governmental authorities and institutions to disclose your Personal Information. We may also disclose information about you if we determine that such disclosure is necessary or appropriate for purposes of national security, law enforcement, or other issues of public importance. We may also disclose information about you if we determine that disclosure is reasonably necessary to enforce our terms and conditions or protect our operations or users.
  • With Your Consent: You will be informed about other possible cases of sharing your Personal Information and will have the right to prevent this.

ZoomSupport does not sell, rent, or trade your Personal Information to anyone.

Cookies

ZoomSupport collects some non-Personal Information through the use of cookies. Cookies are pieces of data that a website can send to your browser, which may then be stored on your computer. ZoomSupport may use cookies to enable us to collect certain information when you visit the ZoomSupport web pages, including, for example: internet protocol address (IP address), browser type, operating system, referring website, date and time of visit, URLs of visited pages, etc.

We made a separate policy only about cookies to make it easier for you to learn more about them, how we use them, why we use them, and what to do if you do not want them being stored on your computer. Investigate this question here.

Retention of Personal and Non-Personal Data

We will retain your Personal Information for the period necessary to fulfill the purposes outlined in this Privacy Notice unless a longer retention period is required or permitted by law. For example, we may keep certain information even after you stop using our services if it is necessary to comply with our legal obligations, meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce this agreement.

Click the drop-down button to learn more about ZoomSupport data retention process and how to instruct us to delete all information about you.

We may retain your Personal and/or non-Personal Data even after you stop using our services and your account becomes inactive in our system.

We retain this information to protect our Company in disputes and proceedings, to comply with legal obligations, meet regulatory requirements, etc. In addition, if you would like to use our services again in the future, it is easier for us to perform remote assistance when we already know the specifics of your computer and how we have helped you before.

If you want to review this information for accuracy, or if you want us to remove it and no longer use it for any purposes, you can make the request by contacting us here

Information Security

Security, integrity, and confidentiality of your information are important to us, and we take them very seriously and do our best to secure your information. But remember that the Internet is not a secure environment, so we encourage you to be vigilant about protecting the confidentiality of your information.

We have already implemented various security features that are intended to help prevent the unauthorized access or loss of the Personal Information that we collect.

Click the drop-down button to learn more about information security features that we have already implemented and features that we are going to implement.

As we described above, we collect different kinds of information. Specifically, it is Personally Identifiable Information and non-Personally Identifiable Information. Each kind of information has its own appropriate level of protection. For example, there is no need to protect non-Personal Information with the highest level of security.

To protect your Personal Information, we restrict access to it to Company employees, contractors and agents who need it to perform their job duties. In addition, those who have access to Personal Information are subject to strict contractual confidentiality obligations and may be disciplined or have their contracts terminated if they fail to meet these obligations.

We protect your information by using physical, technical, and administrative security measures to reduce the risks of loss, misuse, unauthorized access, disclosure, and alteration. Nevertheless, no one can guarantee absolute protection of your Personal Data. You must also do your part in protecting the data, systems, networks, and services that you are using.

Please be aware that we are not responsible for the privacy policies of other websites and services that may be linked from our website.

If you have reason to believe that your interaction with us is no longer secure, please immediately notify us by contacting us here

Managing Your Information

If you would like to correct, update, delete, or request access to the Personal Information that you have provided to us, you may contact us here or here.

Click on the drop-down button to learn more about the process of managing your information.

For your protection, we will implement requests only with respect to Personal Information about you (not anyone else). We will comply with your request as soon as reasonably practicable and in accordance with applicable law.

We may need to retain certain information for recordkeeping purposes, as required under applicable legal obligations, and/or to complete any transactions that you began prior to requesting such change or deletion. Some of your information may remain within our systems and other records, in compliance with applicable law.

Changes to This Notice

We may change this Privacy Notice. The “Effective Date” section at the top of this page states when this Privacy Notice was last revised. Any changes to this Privacy Notice will become effective when we post the revised Privacy Notice on this page. Your use of the ZoomSupport services following these changes means that you accept the revised Privacy Notice. We encourage you to periodically review this Privacy Notice to stay informed about how we collect, use, and share Personal Information.

Contact Us

Please contact us here or through our website here in case you have any questions, concerns, or suggestions regarding our Privacy Notice.