Effective October 01, 2016
We collect information to provide better services to you. We collect information in several ways:
We use the information we collect to provide, maintain, improve, and protect the services we provide. We also use this information to develop new services and to protect eGain, our clients, and users of our services. We also use this to provide more tailored services to you.
We use information collected from cookies and other technologies, like pixel tags, to improve your user experience and the overall quality of our services. For example, by saving your language preferences, we can have our services appear in the language you prefer. One of the products we use to do this on our own services is for data analytics.
We display personal testimonials of satisfied customers on our site in addition to other endorsements. With your consent we may post your testimonial along with your name. If you wish to update or delete your testimonial, you can contact us at firstname.lastname@example.org.
When you contact eGain, we keep a record of your communication to help solve any issues you might be facing. We may use your email address to inform you about our services, such as letting you know about upcoming changes or improvements. Out of respect for your privacy, we allow you to opt out of these newsletters by following the unsubscribe directions in them.
eGain processes personal information on our servers in many countries around the world. We may process your personal information on a server located outside the country where you live.
We may provide your personal information to companies that provide services to help us with our business activities such as an analytics provider. These companies are authorized to use your personal information only as necessary to provide these services to us.
We may transfer personal information to companies that help us provide our service. Transfers to subsequent third parties are covered by the provisions in this policy regarding notice and choice and the service agreements with our clients.
We may also disclose your personal information as required by law, such as to comply with a subpoena, or a similar legal process, when we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request, and to any other third party with your prior consent to do so.
If eGain is involved in a merger, acquisition, or sale of all or a portion of its assets, you will be notified via email and/or a prominent notice on our web site of any change in ownership or uses of your personal information, as well as any choices you may have regarding your personal information.
Upon request eGain will provide you with information about whether we hold any of your personal information. If your business contact personal information changes, or if you no longer desire our service, you may correct, update, amend, delete/remove, or deactivate it by making the change on our member information page or by emailing our Customer Support at email@example.com. We will respond to your request to access within 30 days.
eGain acknowledges that you have the right to access your personal information. eGain has no direct relationship with the individuals whose personal information it processes. An individual who seeks access, or who seeks to correct, amend, or delete inaccurate data should direct his query to the eGain client (the data controller). If the client requests eGain to remove the data, we will respond within a reasonable timeframe.
eGain will retain personal data we process on behalf of our clients for as long as needed to provide services to our client. We will retain this personal data as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.
Your personal information will be retained for as long as your account is active or as needed to provide you services. We will retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.
We partner with a third party to either display advertising on our Web site or to manage our advertising on other sites. Our third party partner may use technologies such as cookies to gather information about your activities on this site and other sites in order to provide you advertising based upon your browsing activities and interests. If you wish to not have this information used for the purpose of serving you interest-based ads, you may opt-out by clicking here: http://preferences-mgr.truste.com/ (or if located in the European Union, click here: http://www.youronlinechoices.eu/). Please note this does not opt you out of being served ads. You will continue to receive generic ads.
eGain adopt has implemented physical, technical, and organizational measures to ensure the security of Personal Data, including the prevention of their alteration, loss, damage, unauthorized processing or access, having regard to the state of the art, the nature and the complexity of the data, and the risks to which they are exposed by virtue of human action or the physical or natural environment. The security of your personal information and our clients’ information is important to us. We follow generally accepted standards to protect the personal information submitted to us, both during transmission and once we receive it. When you enter sensitive information (such as your login information) on our service platform, 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.
EU-U.S. Privacy Shield
eGain participates in and has certified its compliance with the EU-U.S. Privacy Shield Framework. eGain is committed to subjecting all personal data received from European Union (EU) member countries, in reliance on the Privacy Shield Framework, to the Framework’s applicable Principles. To learn more about the Privacy Shield Framework and to view eGain’s certification, visit the U.S. Department of Commerce’s Privacy Shield website [https://www.privacyshield.gov].
eGain is responsible for the processing of personal data it receives, under the Privacy Shield Framework, and subsequent transfers to a third party acting as an agent on its behalf. eGain complies with the Privacy Shield Principles for all onward transfers of personal data from the EU, including the onward transfer liability provisions.
With respect to personal data received or transferred pursuant to the Privacy Shield Framework, eGain is subject to the regulatory enforcement powers of the U.S. Federal Trade Commission. In certain situations, eGain may be required to disclose personal data in response to lawful requests by public authorities, including to meet national security or law enforcement requirements.
If you have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact our U.S.-based third party dispute resolution provider (free of charge) at https://feedback-form.truste.com/watchdog/request.
Under certain conditions, more fully described on the Privacy Shield website [https://www.privacyshield.gov/article?id=How-to-Submit-a-Complaint], you may invoke binding arbitration when other dispute resolution procedures have been exhausted.
eGain has further committed to cooperate with EU data protection authorities (DPAs) with regard to unresolved Privacy Shield complaints concerning human resources data transferred from the EU in the context of the employment relationship.
U.S. – Swiss Safe Harbor Framework
eGain complies with the U.S. – Swiss Safe Harbor Framework as set forth by the U.S. Department of Commerce regarding the collection, use and retention of personal data from Switzerland. eGain has certified that it adheres to the Safe Harbor Privacy Principles of notice, choice, onward transfer, security, data integrity, access, and enforcement. To learn more about the Safe Harbor program, and to view eGain’s certification, please visit https://safeharbor.export.gov/swisslist.aspx.
1252 Borregas Avenue
Sunnyvale, CA 94089 USA
Phone: +1 408-636-4500