eGain is committed to the responsible use of information and protecting individual privacy rights on www.egain.com and our platform services. eGain strives to provide services to businesses, customers, non-profit organizations and government agencies that help facilitate more informed decisions, and make society safer, in ways that protect customer privacy. We aspire to protect customer privacy through the design of our products, by credentialing, monitoring, and auditing our Hosting Infrastructure as appropriate, and through other information security safeguards. We also strive to promote transparency through customer education initiatives, privacy principles and policies, and appropriate opportunities for customer choice, access, and correction with respect to personal information stored within our Infrastructure.
eGain complies with the U.S.–E.U. Safe Harbor framework and 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 European Union member countries and 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 http://www.export.gov/safeharbor/
It is the responsibility of CISO to ensure the implementation of controls specified in this policy.
It is the responsibility of all third party organization and staff to adhere to this policy.
eGain seeks to limit the distribution of personally identifiable information consistent with the nature and sensitivity of the information. In its services, eGain also strives to make available personally identifiable information from sources other than public records or publicly available information only to its authorized users or customers. Similarly, where applicable, eGain restrict access to information in accordance with privacy laws such as the FCRA, the GLB, and the DPPA and comparable state statutes.
If, upon investigation, eGain finds that personally identifiable information has been used or accessed inappropriately or unlawfully, Management strives to take reasonable steps to stop the misuse or access, educate the user concerning the appropriate use of the information, and prevent similar future misuses. Such steps may include measures up to and including discontinuation of the user’s access to eGain information products, infrastructure and services, pursuit of other legal remedies, and the referral of misuse to the appropriate authorities.
eGain collects personally identifiable information when users register on the site including but not limited to your name, email address, and phone number. These personally identifiable information is used respond to your customer service requests, send you newsletters, and to administer your account. Out of respect for your privacy, we allow you to opt out of these newsletters by following the unsubscribe directions in them.
Information Related to Data Collected through Platform
eGain collects information under the direction of its clients, and has no direct relationship with the individuals whose personal data it processes. If you are a customer of one of our Clients and would no longer like to be contacted by one of our Clients that use our service, please contact the client that you interact with directly.
Service Provider, Sub-Processors/Onward Transfer
eGain 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.
Access to Data Controlled by our Clients
eGain has no direct relationship with the individuals whose personal data it processes. An individual who seeks access, or who seeks to correct, amend, or delete inaccurate data should direct his query to the eGains’ client (the data controller). If the client requests eGain to remove the data, we will respond to their request within 30 business days.
We may provide your personal information to companies that provide services to help us with our business activities such as a hosting provider or analytics provider. These companies are authorized to use your personal information only as necessary to provide these services to us.
We may also disclose your personal information as required by law, such as to comply with a subpoena, or 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.
If your 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 firstname.lastname@example.org. We will respond to your request to access within 30 days.
eGain will retain personal data we process on behalf of our clients for as long as needed to provide services to our client or your information 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.
Provision shall be there to ensure confidentiality, non-disclosure and acceptable use of the information processed over the internet through evolving standards to the online environment.
Adequate controls will be put in place to prevent the acquisition of information from its products and services for improper purposes, specifically identity theft. In those states where notification laws do not exist, eGain shall follow its Information Security Breach Response and Notification, which provides that affected customers will be notified when sensitive personally identifiable information owned or managed by eGain is acquired by an unauthorized individual and whenever management has a reasonable basis to believe the breach has resulted in, or there is a significant risk that it will result in, identity theft to the customers to whom the information relates.
1. The Company shall adopt 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 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. No method of transmission over the Internet, or method of electronic storage, is 100% secure, however. Therefore, we cannot guarantee its absolute security.
2. Adequate security measures should include all of the following:
Each Business Unit will provide training to teach, or re-emphasize privacy and security related procedures. These procedures should be set forth in written guidelines to employees and shall include at least the following:
We use session cookies for our valuable partner’s access with idle time of 20 minutes to ensure that you are recognized when you move from page to page within one site and that any information you have entered is remembered. A persistent cookie remains on your hard drive for an extended period of time. Persistent cookie enables us to remember you on subsequent visits, speeding up and enhancing your experience of services offered. You can remove persistent cookies by following directions provided in your Internet browser’s “help” directory.
If you reject cookies, you may still use our site, but your ability to use some areas of our site, such as contests or surveys, will be limited.
Our third party partners employ clear gifs (a.k.a. Web Beacons/Web Bugs), images, and scripts that help them better manage content on our site. We do [not] tie the information gathered to our Customers’ or Users’ personally identifiable information.
As is true of most web sites, we gather certain information automatically and store it in log files. This information includes internet protocol (IP) addresses, browser type, internet service provider (ISP), referring/exit pages, operating system, date/time stamp, and clickstream data. We use this information, which does not identify individual users, to analyze trends, to administer the site, to track users’ movements around the site and to gather demographic information about our user base as a whole. We do [do not] link this automatically-collected data to personally identifiable information.
(Google AdSense/Adwords) We use Google AdSense to publish ads on this site. When you view or click on an ad a cookie will be set to help better provide advertisements that may be of interest to you on this and other Web sites. You may opt-out of the use of this cookie by visiting Google’s Advertising and Privacy page: http://www.google.com/privacy_ads.html.
If you choose to use our forward to colleague service to tell a friend about our site, we will ask you for your colleague’s name and email address. We will automatically send your colleague a one-time email inviting him or her to visit the site. eGain stores this information for the sole purpose of sending this one-time email and tracking the success of our referral program. Your colleague may contact us to request that we remove this information from our database.
Wednesday, November 20, 2013.
1252 Borregas Avenue
Sunnyvale, CA 94089 USA
Phone: +1 408-636-4500