For the purposes of the EU General Data Protection Regulation 2016 (the “GDPR”) eGain Corporation is the controller and responsible for the Site.
We collect information in several ways:
We use your information for our legitimate interests, including:
We also use your information with your consent, including:
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 use information about you where you have given us consent to do so for a specific purpose not listed above. For example, 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 email@example.com.
We use your contact information to send transactional communications via email and within the Service(s), including confirming your purchases, reminding you of subscription expirations, responding to your comments, questions and requests, providing customer support, and sending you technical notices, updates, security alerts, and administrative messages. We send you email notifications when you or others interact with you on the Service(s), for example, when you are mentioned on a page or ticket or when a task if assigned to you. We also send you communications as you onboard to a particular Service(s) to help you become more proficient in using that Service(s). These communications are part of the Service(s) and in most cases, you cannot opt out of them. If an opt out is available, you will find that option within the communication itself or in your account settings.
eGain processes information on our servers in various countries around the world. We may process your personal data on a server located outside the country where you live. If personal data is transferred outside the European Union or European Economic Area (EU) to other eGain group companies or to third party service providers, we will take steps to ensure that your personal data receives the same level of protection as if it remained within the EU, including by entering into data transfer agreements, using the European Commission approved Standard Contractual Clauses, or by relying on certification schemes such as the EU – US Privacy Shield Framework.
We may share and use your information in the following ways:
We reserve the right to fully use and share information on an aggregated basis, which is not personally identifiable about the user, with third parties for marketing, advertising, research or similar purposes. We do not sell your personal data to third parties.
Upon request eGain will provide you with information about whether we hold any of your personal data. If your business contact personal data 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.
Your personal data 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 acknowledge that you have the right to access your personal data. We have no direct relationship with the individuals whose personal data we process as a data processor on our clients’ behalf. An individual who seeks access, or who seeks to correct, amend, or delete inaccurate data should direct his or her query to eGain’s 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.
We partner with a third party to either display advertising on our 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 the 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 on the Site, 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.
We use tracking technologies from traffic measurement services, such as Google Analytics, to analyze traffic and for analytics purposes.
How collected information is kept secure
eGain 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 data and our clients’ information is important to us. We follow generally accepted standards to protect the personal data 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. and Swiss-U.S. Privacy Shield
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 European Union (EU) and Switzerland, 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) and the Swiss Federal Data Protection and Information Commissioner (FDPIC) and comply with the advice given by such authorities with regard to human resources data transferred from the EU and Switzerland in the context of the employment relationship.
Your European Privacy Rights
If you are an individual in the EU, we collect and process personal data about you only where we have legal basis for doing so under applicable EU laws, including under the EU General Data Protection Regulation (“GDPR”). The legal bases depend on the Service(s) you use and how you use them. This means we collect and use your personal data only where:
If you have consented to our use of personal data about you for a specific purpose, you have the right to change your mind at any time, but this will not affect any processing that has already taken place. Where we are using your personal data because we or a third party (e.g. your employer) have a legitimate interest to do so, you have the right to object to that use though, in some cases, this may mean no longer using the Service(s).
We may use your email address to send you marketing communications or to inform you about our Service(s), such as letting you know about upcoming changes or improvements. We will ask for your consent in line with the applicable law when you first provide your personal data. We also allow you to opt out by following the unsubscribe directions in such communications.
If you wish to exercise any privacy right that is available to you, we will process your request in accordance with applicable data protection laws. We may need to retain certain information for record-keeping purposes and/or to complete transactions that you began prior to requesting any deletion. This set of processing rights excludes all situations in which eGain processes personal data of eGain’s customers and/or the customers’ clients on or through the eGain platform, where eGain is a processor and not a controller.
If you would like to exercise any of the above rights, please contact us at email@example.com so that we may consider your request under applicable law, verify any relevant legal requirements and exemptions, including steps to verify your identity before complying with the request.
1252 Borregas Avenue
Sunnyvale, CA 94089 USA
Phone: +1 408-636-4500