Privacy Policy

Last updated on 11th June 2021

Your privacy is key to us

We respect the privacy rights of our users and recognize the importance of protecting the personal information we collect about you and your customers.
Our Privacy Policy is designed to help you understand what information we collect and how we use and share that information.
User data is safely stored in Europe. The Customerly infrastructure is hosted in Ireland. The Customerly live chat infrastructure is hosted in Ireland. User data is stored in our core infrastructure. We do not transfer user data outside of the EU.

1. Respect of Privacy

This is what we do to protect your privacy:

  • Before or at the time of collecting personal information, we will identify the purposes for which information is being collected.
  • We will collect and use of personal information only with the objective of fulfilling those purposes specified by us and for other compatible purposes, unless we obtain the consent of the individual concerned or as required by law.
  • We collect data about visitors of websites using the Customerly Live chat. This data is collected anonymously and is not directly bound to any identifiable user, whether it be its personal identity, or its network information.
  • We will only retain personal information as long as necessary for the fulfillment of those purposes.
  • We will collect personal information by lawful and fair means and, where appropriate, with the knowledge or consent of the individual concerned.
  • Personal data should be relevant to the purposes for which it is to be used, and, to the extent necessary for those purposes, should be accurate, complete, and up-to-date.
  • We will protect personal information by reasonable security safeguards against loss or theft, as well as unauthorized access, disclosure, copying, use or modification.
  • We will make readily available to customers information about our policies and practices relating to the management of personal information.
To understand how we process your business related data, please read the full privacy policy here.

Note: This is only for your personal data. To understand how we process your customer data, please read below.

2. Privacy of our customers' end-users

This is what we do to protect your customers privacy:

  • We collect data about visitors of websites using the Customerly Live chat for the only purpose of providing services to our clients.
  • We will never share your customer data to anyone.
  • We will never use any of your customer data for marketing purposes.
  • We will never use any cookie, personal email or IP address to run marketing campaign anywhere.

3. GDPR

Customerly strictly implements the GDPR regulation, that aims at protecting user data and providing a right to modify and delete such data, as well as to consent to data collection. You can find our full GDPR-oriented privacy policy. Our users can sign our Data Processing Agreement with us and send it to legal@customerly.io

4. Live Chat Cookie & IP Policy

The Customerly live chat, that is running on the websites of our users, uses cookies. Cookies are solely used in accordance with those points:

  • Cookies are necessary for live chat functionality. They are needed to restore the chat session and messages of a live chat user when browsing between website pages and/or coming back on the website a few days after.
  • Cookies have a default expiration time of 12 months, which is renewed if and when the user comes back to the website and loads the live chat.
  • Cookies bind an user to a single session. If that session contains messages, it is permanent (unless deleted by a website agent); otherwise the session is temporary and is destroyed 30 minutes after the last website access.
  • Cookies are not used for tracking purposes. They are solely used to bind an user to a server-side session storage, which is then used for messaging purposes, in the event either the user or a website agent starts a conversation.
  • The user IP address is stored in the server-side session storage that's bound to the cookie. If the user leaves without using the live chat messaging features we never store any session cookies.
  • The user IP address is kept indefinitely in the event the user started a chat session with a website on Customerly. We are legally required by the law of Ireland to log those IPs in the event of a legal request. Though, we keep those IP address longer as we need to aggregate them to protect our live chat service against botnets and spam attacks, which occur frequently. The Customerly service could not function at the level our customers expect from us without statistics on those collected IP.

Payment information

When you make a purchase, any credit card information you provide as part of your payment information is collected and processed directly by our payment gateway Stripe.
We never store your full credit card information.
Stripe commits to complying with the Payment Card Industry Data Security Standard (PCI-DSS) and using industry standard security.
Stripe may use your Payment Information in accordance with their own Privacy Policy here: https://stripe.com/us/checkout/legal .

Your Controls and Choices

Opt-Outs and Communication Preferences. We always provide you the opportunity to “opt-out” from our newsletter or promotional communications if you no longer wish to receive them. Please note that you however may be unable to opt-out of certain service-related communications (for example communications about your subscription, billing or security).

Blocking Cookies. You can remove or block certain cookies using the settings in your browser but the Properties may cease to function properly if you do so. For more information, please see Customerly's Cookie Policy.

Do Not Track Signals (DNT). Your browser may have a “do not track” setting which, when enabled, causes your browser to send a do not track HTTP header file or “signal” to each site you visit. At the moment, our Properties do not respond to this type of signal.

Accessing and Updating Your Personal Information

When you use Our Services, we make good faith efforts to provide you with access to your personal information upon your request and either provide you the means to correct this information if it is inaccurate or to delete such information at your request if it is not otherwise required to be retained by law or for legitimate business purposes.

You may access, review, correct, update, change or delete your information at any time. To do so, please contact us at legal@customerly.io with your name and the information requested to be accessed, corrected or removed, or if you are using the Service, sign in to your account, go to your profile settings, and make the desired changes.

We may decline to process requests that are unreasonably repetitive or systematic, require disproportionate technical effort, jeopardize the privacy of others or would be extremely impractical.

In any case where we provide information access and correction, we perform this service free of charge, except if doing so would require a disproportionate effort.

Please note that if you cease using Our Services or we terminate your access to Our Services in accordance with Our Customer Agreement, you may no longer have the ability to access or update your information.

We may retain your information as necessary to support the Services, comply with our legal obligations or resolve disputes.

No Children Under Age 16

The Offerings are not intended for use by anyone under the age of 16, nor does Customerly knowingly collect or solicit personal information from anyone under the age of 16.

If you are under 16, you may not attempt to register for the Services or send any information about yourself to us, including your name, address, telephone number, or email address.

In the event that we confirm that we have collected personal information from someone under the age of 16 without verification of parental consent, we will delete that information promptly.

If you are a parent or legal guardian of a child under 16 and believe that we might have any information from or about such child, please contact us at the email or mailing address provided at the end of this Privacy Policy.

Security

The security of your personal information is our first priority. We maintain a variety of appropriate technical and organizational safeguards to protect your personal information.

We limit access to personal information about you to employees who we believe reasonably need to come into contact with that information to provide services to you or in order to do their jobs.

Further, we have implemented reasonable physical, electronic, and procedural safeguards designed to protect personal information about you.

We encrypt the information in transit on our Properties using industry-standard Transport Layer Security (TLS) encryption technology.

Data Location and Infrastructure

All of our services and data are hosted in AWS cloud facilities in Irelandand protected by AWS security, as described at https://aws.amazon.com/security/sharing-the-security-responsibility. We do not run our own physical servers and we do not run production servers outside the EU.

Changes to the Privacy Policy

We reserve the right to modify this Privacy Policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this Privacy Policy, we will notify you by email or through notice on our Services, so that you are aware of it.

Contacts

If there are any questions regarding this privacy policy, you may contact us using the information below.
Customerly Limited
Ground Floor, 71 Lower Baggot Street
Dublin
D02 P593
legal@customerly.io
+353830399505