Privacy Policy

As with many websites, we collect data from and on those individuals who visit our websites, use our software, or register for our newsletter or events. Collectively in this Privacy Policy we refer to our hosted application, our support site (support.helpy.io) and marketing website (helpy.io) and our mobile applications as "the Services". This Privacy Policy describes our data collection practices and what information we collect from you when you use the Services. We take our privacy obligations very seriously and have made every effort to write this policy in a way that is clear and succinct.

If you do not agree to this policy or our use of cookies, please do not use the Services.


Our Relationship as it Pertains to the GDPR

If you are an EU resident, you have rights provided by the General Data Protection Regulation (GDPR). When you visit our marketing website or support website, or if you are a customer any Helpy Services, we act as a Data Controller. This document describes how we protect your private personal data and what rights you have as a Data Subject.

If you are a customer of Helpy, we act as a Data Processor for your customer data, and you act as the Data Controller for your customer's data. This relationship is described in more detail in our Data Processing Addendum. As the Data Controller, your Data Subjects are subject to your own Privacy Statement, which should include reference to Helpy as a Third Party Data Processor.

Information We Collect

We collect information from you in two ways- directly (information you provide to us) and indirectly (information collected by automated means.)

How We Collect Information Directly from You:

As with many websites, we collect the e-mail addresses, names and other details of those who volunteer information to us by signing up for the Services, requesting information, filling out web forms, subscribing to newsletters and events, chatting with us, contacting us on the phone or in person, or other ways of volunteering information.

We collect and use data on individuals in the following ways:

  • If you create a helpdesk account, we collect your email address, full name, phone number and company name. This is to create your account and pre-configure certain aspects of it and contact you regarding any important service matters.
  • If you upgrade to a paid subscription, we collect your address and billing information. This is to charge you. This is also used to contact you about important business or service matters.
  • When you request information from us, we collect your name, email address and phone number, so that we may get back to you.
  • When you request support, we collect your name and email address so that we can get back to you with help.

How We Collect Information indirectly or passively when you interact with us

We use a number of techniques to gather data from visitors and users passively. This data may include information such as your computer's Internet Protocol ("IP") address, browser type, browser version, the pages of the Services that you visit, the time and date of your visit, the time spent on those pages and other statistics.

The information we collect is used to improve the content of our web pages and the quality of our service and is never shared with or sold to other organizations for commercial purposes, except to provide products or services you've requested, when we have your permission, or if it is necessary to share information in order to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, violations of our Terms of Service, or as otherwise required by law.

We collect and use this information in the following ways:

  • When you visit any of our Services, we track the pages and articles you are viewing. This data is used in aggregate to improve the Services.
  • When you use our Services, we may track your actions and record your screen for support purposes and to improve your experience.
  • Like many site operators, we collect information that your browser sends whenever you visit our Services ("Log Data"). This Log Data is used to improve the Services.
  • We track site errors which may include information about your browser and your account information (if you are a logged in customer.)

Third Party Information Sharing

Some of the data we collect is shared with third party service providers and business partners. In all cases, these providers act as data processors on our behalf, and will never share the data we have provided to them.

Google: We use the Google Gsuite family of products. Any messages you send us, whether through the Services or directly by email may arrive in Google mail. This may contain your name, email address, and any other personal data you share in your email signature or body content. Additionally we may have internal use spreadsheets that contain your personal data.

Google Analytics: We use Google Analytics to gather and analyze aggregate visitor behavior in the Service.

HubSpot: We use Hubspot as a sales CRM. We share your name, email address and any other personal data you have supplied us with. In addition, Hubspot "widens" your personal data by combing it with external sources to provide a fuller view of you and your organization.

Smartlook: We use Smartlook for the following primary reasons: to track the effectiveness of our Services by capturing screen recordings of your usage, and to help provide support services to you. We share your email address and name (if we have them) with Smartlook to be associated with any recordings.

Stripe: When you sign up for a free or paid account with Helpy, we pass personal data to Stripe. Initially this consists of your name, email address and company name, but can expand to include your payment details and address if you purchase a paid subscription.

Xero: We use Xero for accounting and some billing purposes. Although we do not move all customers details into Xero, it is possible that if you are a paying customer of Helpy we may store some personal data in Xero, including your name, company name, email address, and address.

Sendgrid: We use Sendgrid for sending transactional emails to you. This includes responses to tickets you are writing, in addition to other notifications. To do this, we share your email address and name with them.

Mailchimp: We use mailchimp to send marketing and product update emails, as well as onboarding emails. To do this, we share your email address and name.

AppSignal: We use a tool called AppSignal to log, capture and analyze errors and the performance of the Service. In logging these errors, we sometimes share personal data such as an email address or your account name.

Facebook: We use Facebook to track site usage and display advertisements on the Facebook site or those sites in its' network.

BigMarker: We use BigMarker to host and manage our webinars, both scheduled and on demand.  When you register for a webinar via BigMarker, your personal data will be shared with them to secure your spot for the webinar and send you reminders before the webinar begins.

Cookies

A cookie is a small amount of data, which often includes an anonymous unique identifier, that is sent to your browser from a web site's computers and stored on your computer's hard drive. Cookies are required to use the Helpy Services. Cookies are used in the following ways:

  • To make our site and the Services easier to use
  • To remember your preferences when you return to the site
  • To improve our services and make them faster.

Please review our Cookie Policy for a more detailed description of how and what cookies we use.

Location of Data Storage and Processing

Please be aware that the information we collect, including contact and billing information, may be transferred to and maintained on servers or databases located outside your state, province, country, or other jurisdiction, where the privacy laws may not be as protective as those in your location. If you are located outside of the United States, please be advised that we process and store information in the United States and your consent to this Privacy Policy or use of Helpy Services represents your agreement to this processing. More information is available in our Data Processing Addendum.

Security

Information that we collect is stored using procedures and practices reasonably designed to help protect information from unauthorized access, destruction, use, modification, or disclosure.

Data Retention

We retain your personal data for as long as we have a legitimate business need and interest to do so. This could include fulfilling legal requirements, maintaining accurate accounting records or to provide you with products and services.

If you are a registered user of the Services, you can learn more about our data retention policies in our Terms of Service.

Access

If you are a registered user of the Services, you may access information associated with your account by logging into the Services. You may update, correct or delete your account information at any time by logging into your profile page, or by sending an email to hello@helpy.io.

Disclosure

Helpy.io, LLC. may disclose personally identifiable information under special circumstances, such as to comply with subpoenas or when your actions violate the Terms of Service, or when Helpy is acquired by another company.

Changes

We reserve the right to update or change our Privacy Policy at any time and you should check this Privacy Policy periodically. Your continued use of the Service after we post any modifications to the Privacy Policy on this page will constitute your acknowledgment of the modifications and your consent to abide and be bound by the modified Privacy Policy.

If we make any material changes to this Privacy Policy, we will notify you either through the email address you have provided us, or by placing a prominent notice on our website.

Contact Us

Any questions about this Privacy Policy should be addressed to hello+privacy at helpy.io or by creating a support ticket at http://support.helpy.io/ You can contact us via mail at the following address:

Helpy.io, LLC
1421 West Little Creek Dr.
West Jordan, UT 84088


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