Enterprise Privacy Policy

This Enterprise Privacy Policy (the "Privacy Policy") describes how Countly Ltd ("Countly," "we," "our," or "us") collect, use, and share information about the staff and other contacts of our enterprise customers and about people who use our support portal, in connection with our contracts, support and other dealings with them (collectively, the "Services").

This Privacy Policy does not apply to the information our customers process in their Countly servers, such as data about their end users and dashboard users. A customer’s processing of that information is specific to their implementation and governed by the customer’s own privacy policy and the written agreements between Countly and the customer, including the data processing agreement.

It does apply to the information we hold about you as a member of staff or other contact of a Countly enterprise customer, as a user of our support portal and as a person who contacts us ("Account Data").

For visits to countly.com and its subdomains other than flex.countly.com, our Website Privacy Policy (countly.com/legal/privacy-policy) explains what we collect, except for your use of our support portal, which this Privacy Policy covers; our Website Cookie Policy (countly.com/legal/cookie-policy) explains how we use cookies and similar technologies on all of them, including our support portal.

What the Countly software sends to Countly is described in our Connected Services and Telemetry notice (countly.com/legal/connected-services).

We may collect and receive information about you ("you" or "your") from various sources, including: (i) your use of the Services, including our support portal; (ii) information you or your organisation provide to us, for example when you sign a contract, raise a support ticket or join a call with us; and (iii) from third-party websites, services, and partners.

When you use our support portal, the portal may automatically log the standard data provided by your web browser. It may include your Internet Protocol (IP) address, your browser type and version, the pages you visit, the time and date of your visit, the time spent on each page, and other details.

We may also collect data about the device you are using to access our support portal, such as the device type, operating system, device identifiers and approximate location.

In some countries, including countries in the European Economic Area ("EEA"), the information referenced above may be considered personal information under applicable data protection laws.

We may ask for personal information, such as your:

• Name
• E-mail address
• Phone / Mobile number
• Company name

We only request personal information relevant to providing you with a service, and only use it to help provide or improve this service.

When you work with us on behalf of your organisation, we also hold:

• the contracts and order forms you sign or manage for your organisation, with your name, role and signature;
• your support tickets, and the files, screenshots and other material you share with us through our support portal or our file transfer service;
• recordings, transcripts and summaries of calls with us, where a call is recorded, and the messages you exchange with us in shared chat channels;
• your answers to our customer surveys.

We may receive publicly available information about you from our third-party partners (for example, from sources like LinkedIn) and combine it with data that we have about you.

We collect information by fair and lawful means, with your knowledge. We also let you know why we’re collecting it and how it will be used. You are free to refuse our request for this information, with the understanding that we may be unable to provide you with some of your desired services without it.

We use the information described above to manage our relationship with your organisation: to prepare, sign and administer contracts, to invoice and receive payments, to provide support, to communicate with you about your organisation's account and our Services, and to understand how we may improve our Services in the future. We do not disclose the specifics of this information publicly, but may share aggregated and anonymized versions of this information, for example, in customer usage trend reports.

We may use your personal details to contact you with updates about our Services, along with promotional content that we believe may be of interest to you. If you wish to opt out of receiving promotional content, you can follow the “unsubscribe” instructions provided alongside any promotional correspondence from us.

We only retain personal information for as long as necessary to provide a service, or to improve our services in future. While we retain this data, we will protect it within commercially acceptable means to prevent loss and theft, as well as unauthorized access, disclosure, copying, use, or modification. That said, we advise that no method of electronic transmission or storage is 100% secure, and cannot guarantee absolute data security.

Where your information is processed

We are based in the United Kingdom and host our own systems in the European Union. Of the providers named in this policy, Clari, PandaDoc, Pipedrive, SendSafely, Slack, Stitch, Stripe, Typeform, Zendesk and Zoom process information in the United States, Xero in New Zealand, and HSBC in several countries. Where personal information leaves the UK or the EEA we rely on adequacy decisions of the UK Government and the European Commission (including the EU-US Data Privacy Framework and its UK Extension) or on the Standard Contractual Clauses with the UK Addendum. You can request a copy of the relevant safeguards at privacy@count.ly.

We use third-party services for:

• Customer relationship management (Pipedrive)
• Contracts and e-signature (PandaDoc)
• Invoicing, accounting and the transfer of that data between our finance systems (Xero, Stitch)
• Customer support and our support portal (Zendesk)
• Video calls, call recording and transcription (Zoom, Clari)
• Chat with your team (Slack)
• Secure file transfer (SendSafely)
• Customer surveys (Typeform)
• Email marketing (Brevo)
• Payment processing (Stripe, Wise, and HSBC for bank transfers)

We may, from time to time, allow limited access to our data by external consultants and agencies for the purpose of analysis and service improvement.

We may disclose information to courts, regulators or law enforcement where the law requires it, or where needed to protect our rights or anyone's safety or to prevent crime.

We do not otherwise share or supply personal information to third parties. We do not sell or rent your personal information to marketers or third parties.

This Privacy Policy only covers Countly's own collecting and handling of data.

This Privacy Policy may be modified from time to time. Changes to this Privacy Policy will be posted on our websites. If we materially change the ways in which we use or share personal information previously collected from you through our Services, we will notify you through our Services, by email, or other communication.

You have the right to be informed about how your data is collected and used. You are entitled to know what data we collect about you, and how it is processed. You are entitled to correct and update any personal information about you, and to request this information be deleted.

You are entitled to restrict or object to our use of your data. You have the right to opt out of data about you being used in decisions based solely on automated processing.

To exercise any of these rights, contact privacy@count.ly.

If you have any questions or concerns about this Privacy Policy, please feel free to email us at privacy@count.ly or contact us at our address 1 Bow Churchyard, London EC4M 9DQ, United Kingdom.

The data controller of your personal information is Countly Ltd.