Last updated as of: October 14, 2019.
Support.com respects your privacy and recognizes your need for appropriate protection and management of your Personal Information that you may submit to Us by telephone, when using our websites, online services, GuidedPaths®, software or during the performance of remote computer support services provided via telephone or online by Support.com, Inc., its subsidiaries and affiliated entities (“Support.com”, “We”, “Our” or “Us”). “Personal Information” is information that (i) is recorded in any form; (ii) is about you or pertains to you, and (iii) can be linked to you. Personal Information includes information like your name, address, e-mail address, phone number, and other information that is associated with the foregoing. Personal Information does not include information We may collect that does not identify you (“Other Information”), such as how many devices use a particular operating system or how many customers experience a certain kind of technical problem.
Information We Collect and How We Use it
We use Personal Information and Other Information to provide you with the products or services you have requested, process any payments you have agreed to for such products and services, contact you regarding specific products or services you have requested, provide other information you have requested from Us, customize advertisements or content you may see while using Our products or services, and, if you have agreed to receive special promotional offers from Us by email or otherwise, to contact you regarding such promotional offers. Support.com may also display or provide you with targeted content or promotional offers based on Personal Information; and from time to time We may use Personal Information to offer you products or services. We may also use Personal Information for other business purposes, such as data analysis, audits, fraud monitoring and prevention, developing new products, enhancing, improving or modifying Our services, identifying usage trends, determining the effectiveness of Our promotional campaigns and operating and expanding Our business activities.
CONSENT AND CROSS-BORDER TRANSFER
Our website, products and services are not structured to attract children under 13 years of age. We require registered users of the site to be at least 18 years of age. Support.com does not knowingly collect or solicit any information from anyone under the age of 13. In the event that We learn that We have collected personal information from a child under age 13 without parental consent, We will delete that information as quickly as possible. If you believe that We might have any information from or about a child under 13, please contact: Privacy@support.com.
Information Sharing and Disclosure
Support.com does not rent, sell or share Personal Information about you with other people or nonaffiliated companies except to provide products or services you’ve requested, when We have your permission, or under the following circumstances:
- To service providers who work on behalf of or with Support.com under confidentiality agreements. These companies may use your Personal Information to help Support.com communicate with you (for example, email service providers). These companies, however, do not have any independent right to use or share this information.
- As We believe to be necessary or appropriate to comply with applicable law or legal process, which might include laws outside your country of residence, or to respond to requests from public and government authorities, including those outside your country of residence, for the purposes of meeting national security or law enforcement requirements, subpoenas, or court orders, or establishing or exercising Our legal rights or defending against legal claims.
Support.com and its marketing partners, affiliates, analytics providers, or customer support providers may use technologies such as cookies, beacons, tags and local shared objects such as Flash LSO, HTML5 and scripts, to analyze trends, administer the website, track users’ movements around the website, and to gather demographic information about Our user base as a whole. We may receive reports based on the use of these technologies by these companies on an individual and aggregated basis.
Log File Information
Log file information is automatically reported by your browser each time you make a request to access (i.e., visit) a web page or app. It can also be provided when the content of the webpage or app is downloaded to your browser or device. When you use our website, service, products, Our servers automatically record certain log file information, including your web request, Internet Protocol (“IP”) address, browser type, referring / exit pages and URLs, number of clicks and how you interact with links on the website or Service, domain names, landing pages, pages viewed, and other such information. We may combine this automatically collected log information with Personal Information We collect about you. The information allows for more accurate reporting and improvement of the website or Service. We use this information, which does not identify individual users, to analyze trends, to administer the website, to track users’ movements around the website and to gather demographic information about Our user base as a whole. We may combine this automatically collected log information with Personal Information We collect about you. We do this to improve the services We offer you, and to improve marketing, analytics, and website functionality. If We combine Other Information with Personal Information (such as combining your name with your location), We will treat the combined information as Personal Information as long as it is combined.
Website Use Information
We may collect device and network information of visitors to Our website. This includes information such as the type of computer and processor you are using, which version of the operating system is installed, the configuration of your computer in terms of other application programs used, your computer’s Media Access Control address, IP address, whether any security software is installed and if it is up-to-date, the names, makes and models of other devices on your network, and information on how you use Our products. We may use this information to measure the use of Our website, including number of visits, average time spent on the website, pages viewed, etc., and to improve the content We offer. We may combine this automatically collected information with Personal Information We collect about you. We do this to improve the services We offer you, and to improve marketing, analytics, and website functionality. If We combine Other Information with Personal Information (such as combining your name with your location), We will treat the combined information as Personal Information as long as it is combined.
Cookies and Similar Technologies
YOUR CHOICES ABOUT YOUR INFORMATION AND ACCESS
If you wish to subscribe to Our email updates, We will use your name and email address to send the email to you. You may choose to stop receiving Our marketing emails by following the unsubscribe instructions included in these emails.
We will try to comply with your request(s) as soon as reasonably practicable. Please note that We reserve the right to send you certain communications relating to Support.com, such as service announcements and administrative messages that are considered part of an established business relationship, without offering you the opportunity to opt-out of receiving them.
We may need to retain certain information for recordkeeping purposes and/or to complete any transactions that you began prior to requesting a change or deletion (e.g., when you make a purchase, you may not be able to change or delete the Personal Information provided until after the completion of such purchase). There may also be residual information that will remain within Our databases and other records, which will not be removed.
We will retain your Personal Information for as long as your account is active or as needed to provide you services, unless a longer retention period is required or permitted by law. We will retain and use your information as necessary to comply with Our legal obligations, resolve disputes, and enforce Our agreements.
Confidentiality and Security
We limit access to Personal Information about you to employees and contractors who We believe reasonably need to come into contact with that information to provide products or services to you or in order to do their jobs. We have physical, electronic, and procedural safeguards to help protect Personal Information We collect about you from unauthorized use or disclosure. When you enter sensitive information (such as a credit card number) on Our order forms, We encrypt the transmission of that information using secure socket layer technology (SSL).
No method of transmission over the Internet, or method of electronic storage, is 100% secure, however. Therefore, We cannot guarantee its absolute security. If you have any questions about security on Our website, please contact Us at firstname.lastname@example.org.
Links to Other Websites
Social Media Widgets
We ask that you not send us, and you not disclose, any sensitive Personal Information (e.g., social security numbers, information related to racial or ethnic origin, political opinions, religion or other beliefs, health, biometrics or genetic characteristics, criminal background or trade union membership, etc.) on or through the website or otherwise to Us.
HOW TO EXERCISE YOUR DATA PROTECTION RIGHTS
You have certain choices available to you when it comes to your personal information. Below is a summary of those choices, how to exercise them and any limitations.
Request that We Stop Using Your Information
You may request that your personal information no longer be accessed, stored, used and otherwise processed. For example, if you believe a Services account was created for you without your permission or you are no longer an active user, you can request that we delete your account as provided in this Policy. Where you gave us consent to use your personal information for a limited purpose, you can contact us to withdraw that consent. You can also opt-out of our use of your personal information for marketing purposes by contacting us at email@example.com or using our contact information below. When you make such requests, we may need time to investigate and facilitate your request. Please e-mail all your opt out requests, as well as requests to provide you with a copy of the information we have at firstname.lastname@example.org.
Other Data Protection Rights:
If you wish to exercise any other data protection rights that are available to you under your local data protection laws (such as the right to data portability or to data restriction) then please send your request to email@example.com and we will action your request in accordance with applicable data protection laws.
YOUR NEVADA PRIVACY RIGHTS
If you are a Nevada state resident and request information about how to exercise your third party disclosure choices, please email us your request at firstname.lastname@example.org.
1200 Crossman Avenue, Suite 210
Sunnyvale, CA 94089 USA
E-mail your requests using: email@example.com.