Last updated as of: March 13, 2020
- General Terms
If you are a California resident or data subject in Europe, please see the “Additional Disclosures for California Residents” and “Additional Disclosures for Data Subjects in the European Economic Area (EEA) and Switzerland” sections, respectively. If you have any questions or wish to exercise your rights and choices, please contact us as set out in the “Contact Us” section below.
- Support.com, Inc. may be referred to as “Support.com,” “we,” “our,” or “us.”
- We call a user of the Support.com Platform “User,” “Users,” “you,” “your,” or “Client,” as appropriate.
- The platform that we offer at our website (www.support.com and other variants, including our individual Service Sites such as www.superantispyware.com and Guide Path Authoring Platform, are referred to as the “Site(s).”
- The services that we offer when you create an account or pay for our support services, including but not limited to the support offerings you receive through your use of the Support.com Cloud, SuperANTISpyware, Guided Path Authoring Platform, or TechSolutions, is referred to as “Service” or “Services”.
- The mobile applications (whether on iOS or Android) are referred to as the “Apps” or “App”.
- Support.com’s Sites, Apps and all related Services, and all information and communications are collectively referred to as the “Support.com Platform.”
- Information you provide Support.com
Support.com collects certain personally identifiable information about you, including information that is reasonably capable of being associated with you (“Information”) through your use of the Sites, our Services and the Support.com Platform. Examples of Information that Support.com collects includes but are not limited to:
Contact Information. This may include your first and last name, postal address, telephone number, and email address when you sign up for an account.
Billing Data, including your payment instrument number (such as a credit or debit card number), expiration date, and security code as necessary to process your payments.
Financial Information. To help users of our Services set up a payment account and pay fees to Support.com, we may collect financial information, including debit card or credit card number, and other payment information, as applicable. We use Financial Information in order to operate the Support.com Platform and the Services that we provide and to ensure that you are billed for the Services you choose to receive from us. We do this as necessary for our legitimate interests in providing our Platform and Services and to fulfill our contracts with Users. To keep your financial data secure, we have contracted with a third party to maintain and process your payment card information.
Promotional Information. Certain offerings of the Support.com Platform, such as newsletters, surveys, offers, and the like are optional and so you are not required to enter them or to give us your data in connection with them. Where you do consent to take advantage of Support.com Platform offerings, we will use your data to (as applicable) send you newsletters and other communications that are tailored based on information we have about you, or to operate and manage the survey, contest or similar offering in connection with our legitimate interest in promoting our business and the Support.com Platform. To opt-out of receiving marketing communications from us, please see the Choice/Opt-Out section below.
Content Information. You also may choose to send Support.com Personal Information in an email or chat message containing inquiries about the Support.com Platform and Services. We use this Information in order to help us respond to your inquiry.
We require that you furnish your Contact Information and Financial Information when you register a paid account with us in order to provide Services through the Support.com Platforms. We require you to furnish your name and e-mail when you register a free account with us. For example, if you are a Client, we collect your first and last name, email address, and your zip or postal code in order to create and administer your Support.com account. Further, if you are a Client who purchases one of our Services, we collect your first and last name, e-mail address, zip or postal code, address and your Financial Information to facilitate your payment. We also collect additional information in order to facilitate your technical support request, such as information about the technical support issue you are seeking to fix, the time, and the date. You may also register for a free account, in that instance, we collect your first name, last name, e-mail address, password and your communication preferences, if any.
We automatically collect certain information when you use the Site and Services. The categories of information we automatically collect and have collected, including in the last twelve (12) months, are as follows:
Service Use Data, including data about features you use, pages you visit, portions of the Support.com Platform that you view and interact with, the time of day you browse, and your referring and exiting pages.
Device Data and Cellular Device Data, including data about the type of device or browser you use, your device’s operating system, your internet service provider, your device’s regional and language settings, and device identifiers such as IP address and Unique Id. When you interact with the Support.com Apps, in addition to the data collection included in this paragraph, your name, e-mail address and telephone number will be collected to allow you to login and access the Services through the App. When you visit and interact with the Support.com Platform, Apps, and/or Services, Support.com may collect certain information automatically through cookies or other technologies, including, but not limited to, the type of computer or mobile device you use, your mobile device’s unique device ID, the IP address of your computer or mobile device, your operating system, the type(s) of internet browser(s) you use, and information about the way you use the Support.com Platform (“Device Information”). We may use Device Information to monitor the geographic regions from which Users navigate the Support.com Platform, and for security and fraud prevention purposes. Use of any IP-masking technologies or similar technologies (like the TOR network) may render portions of the Support.com Platform unavailable and are forbidden on the Support.com Platform.
Location Data, including imprecise location data (such as location derived from an IP address or data that indicates a city or postal code level), and, with your consent, precise location data (such as latitude/longitude data). When you visit the Support.com Platform via a native mobile application, we use, with your consent when required under applicable law, GPS technology (or other similar technology) to determine your current location in order to determine the city you are located in and display a relevant location map. We will not share your current location obtained in this manner with other Users.
We also use various Tracking Technologies (“Tracking Technologies”) to automatically collect information when you use the Support.com Platform, including the following:
Cookies. When you visit other websites and our Sites, your browser may automatically transmit information to these websites throughout the visit. In a similar way, when you use our mobile applications, we will access and use mobile device IDs to recognize your device. We use “cookies” and equivalent technologies to collect information through our Site and Apps. Cookies are small data files stored on your device that act as a unique tag to identify your browser.
Persistent cookies help with personalizing your experience, remembering your preferences, and supporting security features. Additionally, persistent cookies allow us to bring you advertising both on and off the Platform. Persistent cookies may remain on your device for extended periods of time, and generally may be controlled through your browser settings. We utilize persistent cookies that only Support.com can read and use, and access mobile device IDs to:
- save your login information for future logins to the Support.com Platform;
- assist in processing items during checkout;
- hold session information; and
- track user preferences.
Session cookies make it easier for you to navigate our website and expire when you close your browser. We utilize session ID cookies and similar technologies to:
- enable certain features of the Support.com Platform;
- better understand how you interact with the Sites, Services and the Support.com Platform;
- monitor usage by our Users and web traffic routing on the Support.com Platform;
- track the number of entries in Support.com promotions, sweepstakes and contests; and
- identify visited areas of the Support.com Platform.
Unlike persistent cookies, session cookies are deleted from your computer when you log off from the Support.com Platform and then close your browser.
Exhibit A sets out the different categories of cookies that the Support.com Platform uses and why we use them.
We may work with third party service providers and third party advertisers who may also place or read persistent cookies on your browser, and we may use browser storage to store your preferences or display content based upon what you view on the Sites to personalize your visit.
You can instruct your browser, by changing its options, to stop accepting cookies or to prompt you before accepting a cookie from the websites you visit. If you do not accept cookies, however, you will not be able to use all portions or all functionalities of the Support.com Platform.
Pixels. We and our Third Party Agents may also use “pixel tags,” “web beacons,” “clear GIFs,” or similar means in connection with the Support.com Platform and HTML-formatted email messages to, among other things, track the actions of Users and email recipients, determine the success of marketing campaigns, and compile statistics about Site usage and response rates.
Remote Control. As part of some of our Services, you may participate in a technical support session with one of our trained technical support agents. During such Service session, you may have the option to grant one of our technical support agents access to your computer screen or what’s referred to as the “Remote Control” functionality – this allows our technical support agents to see your computer screen and manually operate your computer device remotely. The technical support agent must first have your permission to launch and, if applicable to your version of the Services, record your Remote Control session. You will see a screen appear on your desktop asking you to accept or decline the technical support agent’s request to remotely access and control your computer device. If you accept the request, your Remote Control session will begin. To end the Remote Control session, you may click the red X or the “End Session” button on the available toolbar. If you are using a version of our Services that does not have the record feature, then no recording of the Remote Control Session will be made. If you are using a version of our technical support services that does have the record feature enabled, a recording of all on-screen activity during your Remote Control session will stored in your account file. We do not sell or provide recordings of Remote Control sessions or related information to any third party for any reason.
SeeSupport. SeeSupport’s functionality is similar to that of Remote Control, only instead of your computer device, the SeeSupport App allows one of our trained technical support agents to access and operate your cellular device when you access our Services through the SeeSupport App. During some of our Services, you may have the option to grant one of our technical support agents access to your cellular device screen– this allows our technical support agents to see your cellular device screen and manually operate your cellular device. The technical support agent must first have permission to launch and, if applicable to your version of the Services, to record your SeeSupport session. You will see a screen appear on your cellular device asking you accept or decline the technical support agent’s request to remotely access and control your cellular device. If you accept the request, your SeeSupport App session begins. To end your SeeSupport session, you may click the red X or the “End Session” button on your cellular phone screen. If you are using a version of our Services that does not have the record feature, then no recording of your SeeSupport session will be made. If you are using a version of our Services that has the record feature enabled, a recording of all on-screen activity during your SeeSupport session is made and stored in your account file. We do not sell or provide SeeSupport recordings or related information to any third party for any reason.
MMS Functionality. As part of some of our Services, you may participate in a technical support session with one of our trained technical support agents over the phone. Instead of opting into the use of the SeeSupport (as described above), you have the option of taking an image with your cellular device camera and texting (“MMS Functionality”) that image to the technical support agent assigned to assist you with your technical issue. In such instances, the technical support agent will ask your permission in advance to send an MMS message to your cellular device using an auto-generated phone number. If you provide your acceptance, you will be able to respond to the initial MMS message with an image depicting your technical support query and receive a response via MMS message on how to fix your technical issue from one of our support agents. If the MMS functionality in enabled in the version of the Services you are using, all MMS images are stored in your account file. We do not sell or provide stored MMS images or related information to any third party for any reason.
Instant Chat. As part of some of our Services, you may participate in a technical support session with one of our trained technical support agents. During such Services, the Instant Chat feature allows a technical support agent to engage in a two-way chat session with you without requiring you to download any software. The technical support agent must first have permission to launch and, if applicable to your version of the Services, record an Instant Chat session. Instant Chat is a feature that is available as part of the Services offered through our App and through your computer device via our website. Instant Chat allows Users to chat with the technical support agents about their technical issues, view their detailed session log, allow or deny a technical support agent the right to perform certain actions (e.g., SeeSupport, Remote Control) and end a session by clicking the “X” at the top left of the chat screen or the “End Session” button. If you are using a version of our Services that has the record feature enabled, a record of your Instant Chat messages is made and stored in your account file. We do not sell or provide stored Instant Chat sessions data or related information to any third party for any reason.
- To operate and make available the Support.com Platform. We use your data to enable payment for Services, in order to fulfill our contracts with you;
- For billing and fraud prevention, on the basis of our legitimate interests in ensuring a safe and secure environment in which Clients can use our Services and Platform, and in order to comply with our legal obligations;
- To analyze Support.com Platform usage as necessary for our legitimate interest in improving the Support.com Platform to grow our business;
- To contact you and deliver (via email, SMS, push notifications, or otherwise) transactional information, administrative notices, marketing notifications, offers and communications relevant to your use of the Support.com Platform and Services, with your consent when required under applicable law, as necessary for our legitimate interests in proper communication and engagement with our Users and in promoting our business;
- To provide you with the best customer support possible so that we can our obligations to our Users;
- To better understand the nature and cause of past and present technical support issues on User devices;
- For internal market research for our legitimate interest in improving the Support.com Platform and Services to grow our business;
- For troubleshooting problems for our legitimate interests in ensuring a safe and secure environment in which Users can receive the Services they opt to use;
- To assist Users in the resolution of complaints and disputes, as necessary for our legitimate interests in facilitating good customer service to all Users;
- To enforce our Terms of Service and our legitimate interests in ensuring our Agreement is complied with; and
- As otherwise set forth in the Agreement.
For more information and to understand your choices regarding third party ads, please see the “Cookies and Other Technologies and Interest-Based Advertising” in Exhibit A. Advertising and marketing is carried out as necessary for our legitimate interests in providing an engaging and relevant experience, promoting our services, and growing our business.
Analytics and Market Analysis. Support.com may analyze information (“Market Analysis”) as necessary for our legitimate interests in providing an engaging and relevant experience, and promoting and growing the Support.com Platform, Sites and Services. Support.com uses information to offer Services to Users who express an interest in these Services, through a poll for example, or to Users who can be presumed to have an interest based on results from our Market Analysis. We do this as necessary for our legitimate interests in providing an engaging and relevant experience, promoting our Services, and growing our business.
Third Party Agents. We share information, including Identity Information, with entities that process information on our behalf for our business purposes. Third Party Agents assist us with services such as payment processing, data analytics, marketing and advertising, website hosting, fraud prevention and detection, communication services, and technical support. We contractually prohibit our Third Party Agents from retaining, using, or disclosing information about you for any purposes other than performing the services for us, although we may permit them to use information that does not identify you (including information that has been aggregated or de-identified) for any purpose except as prohibited by applicable law.
To operate the Support.com Platform, including processing your transactions, we may share your information with our agents, representatives, vendors and service providers (“Third Party Agents”) so they can provide us with support services as follows:
- Email origination;
- Identity checks (currently carried out by our providers OneTrust);
- Receipt, invoice, or support services;
- Customer relationship management services;
- To otherwise help us provide the Support.com Platform.
Promotions. When you voluntarily enter a sweepstakes, contest, or other promotion, we share information as set out in the official rules that govern the promotion as well as for administrative purposes and as required by law (e.g., on a winners’ list). By entering a promotion, you agree to the official rules that govern that promotion, and may, except where prohibited by applicable law, allow the sponsor and/or other entities to use your name, voice, and/or likeness in advertising or marketing materials. We may occasionally contact you, if you want us to, with information about special events, activities, promotions, contests, submission opportunities, and programs. You always have the ability, in your Account, to ask Support.com not to contact you with this type of information. Please see the Your Rights and Choices section for more information.
Legal Obligations. Support.com and our Third Party Agents may disclose information or User Generated Content, including location data or communication data, to a third party if required or permitted to do so by law or pursuant to a court order, warrant or subpoena. Support.com reserves the right to disclose Personal Information from both private and public areas of the Site(s), Service(s), and the overall Support.com Platform(s) in the absence of a court order, warrant or subpoena, to the extent permitted by applicable law, if we are given reason to believe, in our sole discretion, that someone is causing injury to or interfering with the rights of Users, the general public, or Support.com or its partners, parents or affiliates.
Merger or Acquisition. Support.com reserves the right to share information in connection with, or during negotiations of, any proposed or actual merger, purchase, sale, or any other type of acquisition or business combination of all or any portion of our assets, or transfer of all or a portion of our business to another business.
You may opt-out of receiving promotional communications from us and our Partners, remove your information from our database, choose to not receive future promotional communications related to the Sites, Services and/or overall Support.com Platform, or cancel your account by logging on to the Site(s) and clicking on the “Account” tab, or by contacting us.
Account Settings. During registration you choose whether to receive marketing correspondence from Support.com and its affiliates and Partners. This information remains on your Profile where you can, at any point, easily edit it. After logging on, click on “Your Account”, then select “email preferences” to make your preferred selections.
Corrections to Profile. You have the right to access, update, and correct inaccuracies in your Support.com Profile at any time by logging in and clicking on the “Your Account”. There, you can view, update, and correct your Account information. Our databases automatically update any information you edit in your Profile under “Your Account”.
Promotional Communications. You can opt out of receiving promotional communications from Support.com sent via email by clicking on the unsubscribe link in any message. If you opt-out of only certain communications, other subscription communications may continue. Even if you opt-out of receiving promotional communications, Support.com may continue to send you non-promotional communications, such as those about your account, Services, transactions, servicing, or Support.com’s ongoing business relationship with you. If you receive unsolicited email from a Support.com domain, please let us know, here.
Cookies and Pixels. Most browsers accept cookies by default. You can instruct your browser, by changing its settings, to decline or delete cookies. If you use multiple browsers on your device, you will need to instruct each browser separately. Your ability to limit cookies is subject to your browser settings and limitations.
Remote Control, SeeSupport and Instant Chat. You have the right to access, request a copy of and/or request us to delete all records and/or recordings of, if any, of your Remote Control, SeeSupport or Instant Chat at any time. Users of the Services that contain the record feature can send an e-mail to email@example.com to exercise these rights.
Do Not Track. Your browser settings may allow you to automatically transmit a “Do Not Track” signal to online services you visit. Note, however, there is no industry consensus as to what site and app operations should do with regard to these signals. Accordingly, unless and until the law is interpreted to require us to do so, we do not monitor or take action with respect to “Do Not Track” signals. For more information on “Do Not Track,” visit https://www.allaboutdnt.com.
App and Location Technologies. You can stop all collection of information via an app by uninstalling the app. You can also reset your device Ad Id at any time through your device settings, which is designed to allow you to limit the use of information collected about you. If you do not want us to use your location anymore for the purposes set forth above, you should turn off the location services for the mobile application located in your device’s account settings, your mobile phone settings, and/or within the mobile application.
If you are a California Resident, please see the Additional Disclosures for California Residents section below.
We retain personal data for as long as you are a User in order to meet our obligations to you, and for such longer period as may be in our legitimate interests and to comply with our legal obligations. We may also retain data from which you cannot directly be identified, for example where stored against a randomly-generated identifier so we know the data relates to a single User, but we cannot tell who that User is. We use this kind of data for research purposes and to help us develop and improve our services, and we take appropriate measures to ensure you cannot be re-identified from this data.
Your Support.com account is password-protected so that only you and authorized Support.com staff have access to your account information. In order to maintain this protection, do not give your password to anyone. Also, if you share a computer, you should sign out of your Support.com account and close the browser window before someone else logs on. This will help protect your information entered on public terminals from disclosure to third parties.
This service is intended for a general audience, and is not directed at children under 18 years of age. In certain jurisdictions, this minimum age may be higher. Please check the Jurisdiction-specific Provisions below for more information.
We do not knowingly gather personal information (as defined by the U.S. Children’s Privacy Protection Act, or “COPPA”) in a manner not permitted by COPPA. If you are a parent or guardian and you believe that we have collected information from your child in a manner not permitted by law, please let us know by contacting us here. We will remove the data.
We do not knowingly collect or “sell” the Personal Information of minors under 18 years old.
Support.com’s staff will respond to all mail or email from Users with questions about privacy, including the types of Personal Information stored on our database, and requests to delete or rectify such Personal Information.
- Residents of the United States of America
- Additional Disclosures for California Residents
Information of U.S. Users. Our collection, use, and retention of the Information of U.S. Users is in accordance with applicable U.S. laws, as is our determination of what is deemed to be “personal data and/or information”. Such collection, use, and retention laws may be different from those afforded to EU Users under the General Data Protection Regulation of 2018 (“GDPR”).
Support.com expressly disclaims any liability that may arise should any other individuals obtain the information you submit to the Support.com Platform.
Interest-Based Advertising in the United States. For more information about interest-based ads, or to opt out of having your web-browsing information used for behavioral advertising purposes, please visit youradchoices.com/learn.
Security of Collected Information. While Support.com will use commercially reasonable efforts to ensure the security of all Financial Information and Personal Information, we expressly disclaim any liability for any unauthorized access to or use of our secure servers and/or any and all Personal Information and/or Financial Information stored therein, and you agree to hold Support.com harmless for any damages that may result therefrom. If you have any further questions on this issue, please refer to the Terms of Service.
Effective January 1, 2020, the California Consumer Privacy Act (CCPA) allows California residents, upon a verifiable consumer request, to request that a business that collects consumers’ personal information to give consumers access, in a portable and (if technically feasible) readily usable form, to the specific pieces and categories of personal information that the business has collected about the consumer, the categories of sources for that information, the business or commercial purposes for collecting the information, and the categories of third parties with which the information was shared. Support.com extends this right to all of our customers, not just residents of California. Under the CCPA, California residents also have the right to submit a request for deletion of information under certain circumstances. We extend this right and ability to all of our Users. Consistent with California law, if you choose to exercise your rights, we won’t charge you different prices or provide different quality of Services.
California Notice of Collection. We have collected information corresponding to the following categories of information enumerated in the CCPA.
- Identifiers, including name, address, email address, account name, IP address – and an ID number assigned to your account.
- Customer records, phone number, billing address, credit or debit card information.
- Analytics and Advertising, including purchases and records of your engagement with some of our Services
- Internet activity, including history of visiting and interacting with our Service, browser type, browser language and other information collected automatically.
- Geolocation data, including location enabled services such as WiFi and GPS.
- Inferences, including information about your interests and preferences.
Support.com does not generally sell information as the term “sell” is traditionally understood. However, to the extent “sale” under the CCPA is interpreted to include advertising technology activities such as those disclosed in the Support.com Use of Information section as a “sale,” we will comply with applicable law as to such activity.
Support.com discloses the following categories of information for commercial purposes:
- Commercial Information;
- Demographic Data;
- Location Data;
- Inferences; and
- Internet activity.
We use and partner with different types of entities to assist with our daily operations and manage our Service. Please review the Information Sharing section for more detail about the parties we share information with.
Right to Know and Delete. If you are a California resident, you have the right to know certain information about our data practices in the preceding twelve (12) months. In particular, you have the right to request the following from us:
- The categories of Personal Information we have collected about you;
- The categories of sources from which the Personal Information was collected;
- The categories of Personal Information about you we disclosed for a business purpose or sold;
- The categories of third parties to whom the Personal Information was disclosed for a business person or sold;
- The business or commercial purpose for collecting or selling the Personal Information; and
- The specific pieces of Personal Information we have collected about you.
In addition, you have the right to delete the Personal Information we have collected from you. However, this is not an absolute right and Support.com may have legal grounds for keeping such data.
For Support.com and TechSolution: https://privacyportal-cdn.onetrust.com/dsarwebform/455a95dd-c0fc-49f3-ab5e-56825bd2940c/a283c389-f6b0-47c7-8444-da8ba9421807.html
In the request, please specify which right you are seeking to exercise and the scope of the request. We will confirm receipt of your request within ten (10) business days. We may require specific information from you to help us verify your identity and process your request. If we are unable to verify your identity, we may deny your requests to know or delete.
Authorized Agent. You can designate an authorized agent to submit requests on your behalf. However, we will require written proof of the agent’s permission to do so and verify your identity directly.
Right to Non-Discrimination. You have the right to non-discriminatory treatment by us, should you exercise any of your rights.
Shine the Light. Customers who are residents of California may request info: a list of the categories of Personal Information disclosed by us to third parties during the immediately preceding calendar year for those third parties own direct marketing purposes, and (ii) a list of the categories of third parties to whom we disclosed such information. To exercise a request, please contact us by email firstname.lastname@example.org or toll free by phone at 877-690-0194 or by web
For Support.com and TechSolution: https://privacyportal-cdn.onetrust.com/dsarwebform/455a95dd-c0fc-49f3-ab5e-56825bd2940c/a283c389-f6b0-47c7-8444-da8ba9421807.html
Requests must include “California Shine the Light Request” in the first line of the description and include your name, street address, city, state, and ZIP code and the e-mail you used to sign up for an account on a Support.com Platform. We may require additional information from you to allow us to verify your identity and are only required to respond to requests once during any calendar year. Please note that Support.com is not required to respond to requests made by means other than through the provided email address site or phone number.
|Cookie Type||Use||Use By (example)|
|Authentication Cookies||These cookies (including local storage and similar technologies) tell us when you’re logged in, so we can customize your experience and connect your account information and settings.|
|Site features and services||These provide functionality that helps us deliver Services and the Support.com Platform. For example, cookies help you log in by pre-filling fields or help ensure older versions of web browsers can still view our Site(s).|
|Interest-Based Advertising||Things like cookies and pixels are used to deliver relevant ads, track ad campaign performance and efficiency, and to understand your interests from your online activity on the Site, mobile applications and other websites and apps. For example, we and our ad partners may rely on information gleaned through these cookies to serve you ads that may be interesting to you on other websites and in doing that your information (which will not contain your name, email address or other “real-world” identifiers) will be shared with other platforms in the digital advertising ecosystem all involved in assisting the delivery, purchase, reporting and analysis of digital advertising. Similarly, our advertisers may use a cookie, attribution service or another similar technology to determine whether we’ve served an ad and how it performed, or provide us with information about how you interact with them.|
Please note that even if you opt-out of interest-based advertising by a third party, these tracking technologies may still collect data for other purposes, including analytics, and you may still see ads from us, but the ads will not be targeted based on behavioral information about you and may therefore be less relevant to you and your interests.
You can instruct your browser, by changing its options, to stop accepting cookies or to prompt you before accepting a cookie from the websites you visit. To successfully opt-out, you must have cookies enabled in your web browser. Please see your browser’s instructions for information on cookies and how to enable them. Your opt-out only applies to the web browser you use so you must opt-out of each web browser on each device that you use. Once you opt out, if you delete your browser’s saved cookies, you may need to opt-out again.