InkDesk
Legal

InkDesk Privacy Policy

Last Modified: July 27, 2023

We at InkDesk and our affiliates are committed to protecting your privacy. This Privacy Policy applies to the personal information and data collected by InkDesk when you interact with our websites, product and services, and any other sites or services that link to this Privacy Policy.

This includes when you:

  • interact with us on our websites or through other channels (for example, by communicating with us or attending one of our events);
  • use our product and services (including the InkDesk Subscription Service); and
  • when you use any other sites or services that link to this Privacy Policy.

This Privacy Policy describes how we collect, receive, use, store, share, transfer, and process your Personal Data. It also describes your choices and rights with respect to your Personal Data, including your rights of access and correction of your Personal Data. For the purposes of this Privacy Policy "Personal Data" means any information relating to an identified or identifiable individual. If you do not agree with this Privacy Policy, you should not use our websites, product and services, or any other sites or services that link to this Privacy Policy.

InkDesk customers may collect and manage Personal Data when using our product and services, or what we may refer to as the Subscription Service. "Subscription Service" is defined in the InkDesk Customer Terms of Service and means all of our web-based applications, tools and platforms that you have subscribed to under an Order Form or that we otherwise make available to you, and are developed, operated, and maintained by us, accessible via https://portal.inkdesk.app or another designated URL, and any ancillary products and services, including website hosting, that we provide to you. When you use the Subscription Service, InkDesk processes Personal Data as a processor under the direction of our customers. Our customers, as data controllers, are responsible for complying with any regulations or laws that require providing notice, disclosure, and/or obtaining consent prior to collecting their customers' Personal Data using the Subscription Service. Please see Section 1.b "Information We Process on Behalf of our Customers When They Use the Subscription Service" and Section 1.c "Information We Collect and Process When You Use the Subscription Service" as well as our Customer Data Processing Agreement for more information.

We update this Privacy Policy from time to time and we encourage you to review this Privacy Policy periodically. We will post any Privacy Policy changes on this page and, if the changes are material, we will provide a more prominent notice by sending you an email notification, or if you subscribe to our InkDesk product and services, through the Notification app in your InkDesk account. Terms not otherwise defined in this Privacy Policy will have the meaning as set forth in the InkDesk Customer Terms of Service.

If you have any questions about this Privacy Policy or to exercise the privacy rights and choices we offer please contact us as follows: [email protected]

1. What Information We Collect and Process

a. Information You Provide to InkDesk

When you interact with us via our websites or any sites or services that link to this Privacy Policy or use the Subscription Service, we may collect Personal Data and other information from you, as further described below.

When You Visit Our Websites

We collect Personal Data from you when you submit web forms or interact with our websites, for example by subscribing to an InkDesk blog, signing up for a webinar, subscribing to one of our services or requesting customer support. We may ask for your email address, first and last name, job title, and other similar business information. You are free to explore some of our websites without providing any Personal Data about yourself.

Account and User Information

We collect Personal Data when you sign-up for an Inkdesk account, create or modify user information, set preferences, or provide any other related information to access or utilize our Subscription Service.

Payment Information

We collect payment and billing information when you register for paid products or services. For example, we may ask you to provide a billing address, or a billing contact for your InkDesk account. If you give us payment information, we use it solely as authorized by you in accordance with this Privacy Policy.

You may also provide payment information, such as a credit card number or bank account numbers, when purchasing products or services. We use secure third-party payment service providers to manage payment processing, which is collected through a secure payment process.

Customer Testimonials

We post customer testimonials and comments on our websites, which may contain Personal Data. We obtain each customer's consent via email or through other agreements between customers and InkDesk prior to posting the customer's name and testimonial.

b. Information We Process on Behalf of Customers When they Use the Subscription Service

When customers use our product or the Subscription Service, they may collect Personal Data such as first and last name, email address, physical address, phone number, or other information about you. We call the information that our customers submit or collect via the product 'Customer Data' under our Customer Terms of Service.

We do not control the content of our customers' webpages or the types of Personal Data that our customers may choose to collect or manage using the Subscription Service. We store our customers' information on our service providers' servers but process it as a processor under our customers' instructions and in accordance with our Customer Terms of Service, which prohibit us from using the information except as necessary to provide and improve the Subscription Service and as required by law.

Our customers control and are responsible for correcting, deleting or updating the information they process using the Subscription Service and for complying with any regulations or laws that require providing notice, disclosure, and/or obtaining consent prior to transferring the Personal Data to InkDesk for processing purposes.

c. Information We Collect and Process When You Use the Subscription Service

Usage Data

We collect usage data when you or your users in your InkDesk account interact with the Subscription Service. Usage data includes metrics and information regarding your use and interaction with the Subscription Service such as what product features you use the most, when an object (like a ticket) is opened and closed, and how often certain features (like workflows) are triggered in your account.

We engage third party providers to collect usage data. For more information about how we protect your information with these service providers, please see Section 3 "How We Share Personal Data".

Mobile

When you access or use the Subscription Service via our mobile applications, we automatically collect information such as your device model and version, operating system, or device identifiers.

Third Party Integrations

You may connect third party integrations to your InkDesk account, which may ask for certain permissions to access data or send information to your InkDesk account. It is your responsibility to review any third party integrations you authorize. We may collect information about what types of integrations you use in your InkDesk account.

Any permission(s) granted by you, grants these third parties access to your data, which may include (but is not limited to) granting third party applications access to view, store, and modify your InkDesk account data. We are not responsible for the practices of third party integrations, so please carefully review the permissions you grant to third party applications.

d. Information We Collect From Other Sources

InkDesk Partners

We may receive information about you or other users of your InkDesk account from our global network of partners. We may receive this data from our deal and lead registration process through our partners.

We may also collect information about you through our partner co-marketing partnerships. For example, you may sign up to a webinar or download a white paper published by InkDesk and an InkDesk co-marketing partner.

Third Parties

We may receive information from third party service providers, from related companies, and from our business and solution partners.

Personal Data from Different Sources

We may combine the personal information we collect from you with personal information we receive from other sources, such as third party providers of business information and publicly available sources (like social media platforms). This may include physical mail addresses, job titles, email addresses, phone numbers, IP addresses, and social media profiles. This helps us to update and improve our records, identify new customers, create more personalized advertising, suggest products and services that may interest you, deliver personalized communications and promote events. The collection of your Personal Data by these other third party providers is governed by the provider's privacy policy.

Log Files

Like most websites and technology services delivered over the Internet, we automatically collect and store information about your computer hardware and software when you visit our websites, use our product and services, or visit other sites or services that link to this Privacy Policy. This information can include your IP address, browser type, domain names, internet service provider (ISP), and the files viewed on our websites (e.g., HTML pages, graphics, etc.), the files viewed on our, or our customer's websites (if those websites are hosted on InkDesk e.g. HTML pages or, graphics etc), your operating system, access times and referring website addresses.

When you use the Subscription Service, we collect and store the categories of information listed above in logs in the following instances, subject to the customer's implementation settings:

  • When an InkDesk user logs into their account and accesses tools in the InkDesk Platform;
  • When an individual visits a customer's website, if the website is hosted by the InkDesk product; or
  • When an individual visits a customer's website, if the customer's website is self-hosted, if the customer uses our plug-ins, and the customer uses InkDesk scripts and content (such as embedded forms).

Buttons, tools, and content from other companies

Our websites may include features and widgets (such as the share and/or "like" button or interactive mini-programs) that run on our websites. These features may collect your IP address, which page you are visiting on our sites, and may set a cookie to enable the feature to function properly. These features and widgets are either hosted by a third party or hosted directly on our websites. This Privacy Policy does not apply to these features. Your interactions with these features are governed by the privacy policy and other policies of the companies providing them.

We have implemented Google reCAPTCHA Enterprise on certain products and services to prevent malicious software from engaging in abusive activities on our websites. You can learn more about data collected by Google and what this data is used for in Google's Privacy Policy. Additional information on Google services and products is available in Google's Terms of Service.

2. How We Use Personal Data

a. To Communicate with You About the Product and Services

We use the account information you provide to InkDesk when signing up for the Subscription Service to send you transactional emails or in-app notification about billing, account management, and other administrative matters. We may also send you updates regarding our Customer Terms of Service or other legal agreements, and may also communicate with you about security incidents via email or in-app notification.

We use your information to provide customer support, such as resolving technical issues you encounter and analyzing product outages or bugs.

If you use the InkDesk mobile applications, we may send you push notifications from time to time in order to update you about events and promotions. If you no longer wish to receive such communications, you may turn them off at the device level.

b. To Provide the Subscription Service

We use your account information and Customer Data to provide the product and services to you. For example, we use the email address you provide when signing up for the product to create your user account, and we use your payment information to process payments for paid use of the Subscription Service. We also use this information to authenticate you when you log in and to provide customer support.

c. To Improve and Develop Our Product and Services

We collect usage data about how you or your users interact with our product and services. We use this data to develop and improve our products and services. For example, we use usage data to assess trends and usage across the product to help us determine what new features or integrations our users may be interested in.

We use Customer Data in an anonymized manner for machine learning that supports certain product features and functionality with the Subscription Service. You may opt-out of having your Customer Data used for machine learning purposes by emailing [email protected]

We may publish data about how our product and services are being used across our customer base. When we share statistical information externally in this way, the data will be aggregated and we will not identify individual users or customers. For example, we may publish blog posts on trends or insights into how users are interacting with our product.

d. To Secure and Protect our Product and InkDesk Users

We use your account information to investigate and help prevent security incidents. We may also use this information to meet legal requirements. We use your information to verify user accounts, new product sign-ups, and to detect and prevent product abuse.

We use log files to provide general statistics regarding use of the websites by you, including how you use our websites, what country you are logging in from (for analytics, export control and regulatory purposes) and to help improve the navigation experience. Your IP addresses are also collected and logged for security and debugging purposes, for example to track access patterns, investigate security events and incidents. For these purposes we do link this automatically-collected data to other personal data provided by you such as name, email address, address, and phone number.

e. To Market and Promote the Subscription Service

We use the information you provide to InkDesk to market and promote the products, services, and other offerings. For example, we use the information, like your email or physical address, to send information or InkDesk content to you which we think may be of interest to you by post, email, or other means and send you marketing communications relating to our business. You may opt out of receiving this promotional content by following the instructions contained in each communication that we send to you or by contacting us at [email protected]. If you unsubscribe from our marketing lists, we will continue to contact you regarding administrative matters, and to respond to your requests.

We may also reach out to you via telephone to ask about other InkDesk products or services you may be interested in. If you have a call scheduled with an InkDesk representative, we may record and transcribe the call. You will be notified prior to the call that the call is being recorded, and you will be offered an opportunity to opt-out of having the call recorded.

Where required by law, we will only send marketing communications with your consent. Otherwise, we will market and advertise our products and services on the basis of our legitimate business interests.

We receive information from third party service providers and other sources such as third party providers of business information and publicly available sources. We may receive and use this information from these service providers and other sources in combination with other information we collect through other means described in this Privacy Policy for the purposes of providing you with updates and an improved Subscription Service, like personalized communications, event promotion, and tailoring the websites or product to improve user experience.

f. Other purposes if we obtain your consent

We share your data with third parties when you give us consent to do so.

3. How We Share Personal Data

a. Service Providers

We may share Personal Data with our third party service providers to support our websites, products, and services. For example, we use service providers for data hosting, application development, marketing, sales support and customer support. We may need to share your information with service providers to provide information about products or services to you. Examples may include removing repetitive information from prospect lists, analyzing data or performing statistical analysis on your use of the Subscription Service or interactions on our websites, providing marketing assistance, processing credit card payments, supplementing the information you provide us in order to provide you with better service, developing and improving the product and services, and providing customer service or support. These service providers are prohibited from using your Personal Data except for these purposes, and they are required to maintain the confidentiality of your information. In all cases where we share your information in this way, we explicitly require the third party service providers to acknowledge and adhere to our privacy and data protection policies and standards.

b. Partners

We may share data with trusted InkDesk partners to contact you based on your request to receive such communications, help us perform statistical analysis, or provide sales support, or provide customer support. Partners are prohibited from using your Personal Data except for these purposes, and they are required to maintain the confidentiality of your data.

We also partner with trusted third parties to provide you with co-marketing content that we think may be relevant to you. When you engage with these co-marketing partners, we will tell you who we are sharing data with, and provide a link to the co-marketing partner's privacy policy so you can learn more about how to opt-out of the partner's communications. These co-marketing partners are required to adhere to our privacy and data protection policies.

c. Corporate Events

If we (or our assets) are acquired by another company, whether by merger, acquisition, bankruptcy or otherwise, that company would receive all information gathered by InkDesk on the websites and the Subscription Service. In this event, you will be notified via email and/or a prominent notice on our website, of any change in ownership, uses of your Personal Data, and choices you may have regarding your Personal Data.

d. Public Forums

Our websites may offer publicly accessible message boards, blogs, and community forums (e.g. InkDesk Community). Please keep in mind that if you directly disclose any information through our public message boards, blogs, or forums (including profile information associated with the account you use to post the information) it may be read, collected and used by any member of the public who accesses these websites. Your posts and certain profile information may remain even after you terminate your account. We urge you to consider the sensitivity of any information you may disclose in this way. We will correct or delete any information you have posted on the websites if you so request, as described in Section 7 "Your Privacy Rights and Choices" below. In some cases, we may not be able to remove your information, in which case we will let you know if we are unable to and why.

e. Compelled Disclosure

We reserve the right to use or disclose your Personal Data if required by law or if we reasonably believe that use or disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or comply with a law, court order, or legal process. If you use the Subscription Service, Customer Data is considered Confidential Information and you should review the Confidentiality terms in the Customer Terms of Service for more information.

5. How We Store and Secure Personal Data

a. Data Storage and Security

We use a variety of security technologies and procedures to help protect your Personal Data from unauthorized access, use or disclosure. We secure the Personal Data you provide on computer servers in a controlled, secure environment, protected from unauthorized access, use or disclosure. All Personal Data is protected using appropriate physical, technical and organizational measures.

b. Retention of Personal Data

How long we keep information we collect about you depends on the type of information and how we collect and store it. After a reasonable period of time, we will either delete or anonymize your information or, if this is not possible, then we will securely store your information and isolate it from any further use until deletion is possible.

We retain Personal Data that you provide to us where we have an ongoing legitimate business need to do so (for example, as needed to comply with our legal obligations, resolve disputes and enforce our agreements).

When we have no ongoing legitimate business need to process your Personal Data, we securely delete the information or anonymize it or, if this is not possible, securely store your Personal Data and isolate it from any further processing until deletion is possible. We will delete this information at an earlier date if you so request, as described in the section "Privacy Rights and Choices" below.

If you have elected to receive marketing communications from us, we retain information about your marketing preferences for a reasonable period of time from the date you last expressed interest in our content, products, or services, such as when you last opened an email from us or ceased using your InkDesk account. We retain information derived from cookies and other tracking technologies for a reasonable period of time from the date such information was created.

6. Cookies and Similar Technologies

a. Cookies

When you visit our websites, sign up for a InkDesk account, attend a InkDesk virtual event, or request more information about InkDesk we collect information automatically using tracking technologies, like cookies and tracking pixels.

InkDesk and our partners use cookies or similar technologies (such as web beacons and JavaScript) to analyze trends, administer the website, monitor how visitors navigate around the websites, and to gather demographic information about our user base as a whole.

b. Advertising

We partner with third party ad networks to display advertising on our website or to manage our advertising on other sites. Our ad network partner uses cookies and web beacons to collect information about your activities on this and other websites to provide you targeted advertising based upon your interests.

7. Your Privacy Rights and Choices

a. Personal Data Requests

You have the following data protection rights:

  • Access, Correction or Deletion. You can request access, correction, updates or deletion of your Personal Data.
  • Objection. You can object to our processing of your Personal Data, ask us to restrict processing of your Personal Data or request portability of your Personal Data.
  • Withdraw Consent. If we have collected and processed your Personal Data with your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your Personal Data conducted in reliance on lawful processing grounds other than consent.
  • Complaint. You have the right to complain to a data protection authority about our collection and use of your Personal Data

We do not sell personal information.

To exercise any of these rights, please contact [email protected]

Please note that to protect personal information, we may verify your identity by a method appropriate to the type of request you are making. Depending on where you reside, you may be entitled to empower an “authorized agent” to submit requests on your behalf. We will require authorized agents to confirm their identity and authority, in accordance with applicable laws. You are entitled to exercise the rights described above free from discrimination.

We will respond to your request to change, correct, or delete your data within a reasonable timeframe and notify you of the action we have taken. In some instances, your rights may be limited, such as where fulfilling your request would impair the rights of others, our ability to provide a service you have requested, or our ability to comply with our legal obligations and enforce our legal rights.

If you are a customer, prospect, or otherwise interact with a InkDesk customer that uses our Subscription Service and would like to access, correct, amend or delete your data controlled by the customer, please contact the relevant customer directly. InkDesk acts as a processor for our customers and will work with our customers to fulfill these requests when applicable.

b. Anti-Spam Policy

Our Acceptable Use Policy applies to us and to our customers and, among other things, prohibits use of the Subscription Service to send unsolicited commercial email in violation of applicable laws, and requires the inclusion in every email sent using the Subscription Service of an "opt-out" mechanism and other required information. We require all of our customers to agree to adhere to the Acceptable Use Policy at all times, and any violations of the Acceptable Use Policy by a customer can result in immediate suspension or termination of the Subscription Service.

c. To Unsubscribe From Our Communications

You may unsubscribe from our marketing communications through one of the following methods:

  • by clicking on the "unsubscribe" link located on the bottom of our e-mails;
  • updating your communication preferences;
  • contacting us at [email protected]

Customers cannot opt out of receiving transactional emails related to their account with us or the Subscription Service.

d. To Unsubscribe From Our Customers' Communications

Our customers are solely responsible for their own marketing emails and other communications; we cannot unsubscribe you from their communications. Individuals who interact with a InkDesk customer can unsubscribe from our customers' marketing communications by clicking on the "unsubscribe" link located on the bottom of their emails, or by contacting them directly.

8. California Privacy Rights

a. Applicability

This section applies only to California consumers. For purposes of this section "Personal Information" has the meaning given in the California Consumer Privacy Act (“CCPA”). It describes how we collect, use, and share California consumers' Personal Information in our role as a business, and the rights applicable to such residents. The California Consumer Privacy Act ("CCPA") requires businesses to disclose whether they sell Personal Information. InkDesk is a business, and does not sell Personal Information. We may share Personal Information with authorized service providers or business partners who have agreed to our contractual limitations as to their retention, use, and disclosure of such Personal Information.

If you are unable to access this Privacy Policy due to a disability or any physical or mental impairment, please contact us and we will arrange to supply you with the information you need in an alternative format that you can access.

b. How We Collect, Use, and Share your Personal Information

We have collected the following statutory categories of Personal Information in the past twelve (12) months:

  • Identifiers, such as name, e-mail address, mailing address, and phone number. We collect this information directly from you or from third party sources.
  • Commercial information, such as subscription records. We collect this information directly from you.
  • Internet or network information, such as browsing and search history. We collect this information directly from your device.
  • Geolocation data, such as IP address. We collect this information from your device.
  • Financial information, such as Payment Information or financial account numbers in the process of providing you with a subscription. We collect this information from you.
  • Inferences.
  • Other Personal Information, in instances when you interact with us online, by phone or mail in the context of receiving help through our help desks or other support channels; participation in customer surveys or contests; or in providing the Subscription Service.
  • The business and commercial purposes for which we collect this information are described in Section 2 of this Privacy Policy. The categories of third parties to whom we "disclose" this information for a business purpose are described in Section 3 of this Privacy Policy. The period of time for which we retain this information is described in Section 5 of this Privacy Policy.

c. Your California Rights

You have certain rights regarding the Personal Information we collect or maintain about you. Please note these rights are not absolute, and there may be cases when we decline your request as permitted by law.

The right of access means that you have the right to request that we disclose what Personal Information we have collected, used and disclosed about you in the past 12 months.

The right of deletion means that you have the right to request that we delete Personal Information collected or maintained by us, subject to certain exceptions.

The right of correction means that you have the right to request that we correct any inaccurate personal information that we maintain about you.

The right to non-discrimination means that you will not receive any discriminatory treatment when you exercise one of your privacy rights.

InkDesk does not sell or share Personal Information to third parties (pursuant to California Civil Code §§ 1798.100–1798.199, also known as the California Consumer Privacy Act of 2018).

d. How to Exercise your California Rights

You can exercise your rights yourself or you can alternatively designate an authorized agent to exercise these rights on your behalf. Please note that to protect your Personal Information, we will verify your identity by a method appropriate to the type of request you are making. We may also request that your authorized agent have written permission from you to make requests on your behalf, and we may also need to verify your authorized agent's identity to protect your Personal Information.

Please use the contact details below, or see Section 7 "Your Privacy Rights and Choices" above, if you would like to:

  • Access this policy in an alternative format;
  • Exercise your rights;
  • Learn more about your rights or our privacy practices; or
  • Designate an authorized agent to make a request on your behalf.

9. Data Protection Officer

If you have any questions about this Privacy Policy or our privacy practices, or if you have a disability and need to access this notice in a different format: Contact us at [email protected]

10. Other Important Privacy Information

a. We Never Sell Personal Data

We will never sell your Personal Data to any third party.

b. Information About Children

The websites, product and services are not intended for or targeted at children under 16, and we do not knowingly or intentionally collect Personal Data about children under 16. If you believe that we have collected Personal Data about a child under 16, please contact us at [email protected], so that we may delete the information.

11. Data from Google Services

InkDesk integrates with Google services to enhance your user experience. We take your privacy seriously and are committed to protecting the data we receive.

In compliance with the Google API Services User Data Policy, we strictly adhere to the Limited Use requirements. This means that any information we receive from Google APIs will be used in a manner that is consistent with Google's policies and only for the purpose for which it was shared with us. We do not share or transfer this data to any other app or service in ways that are not authorized by Google.

For more detailed information on how we handle user data, including data received from Google, and to understand your rights, please visit our full Privacy Policy and the Google API Services User Data Policy.