This Privacy Policy discloses information that we collect and use in the course of our business. By providing information through this Site and/or the Service, you acknowledge that such information is governed by this Privacy Policy.
For the purpose of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016, (“GDPR”) or any subsequent amendment or replacement or supplementary legislation (together “Data Protection Law”), the data controller is SmileBack LLC of 427 N Tatnall St #64120, Wilmington, DE 19801-2230, USA.
In the following Privacy policy, the term "Services" refers to SmileBack consultancy, expert and technical support, SmileBack SaaS product itself, all its features and functionalities, and all its integrations including Microsoft Teams app. And such, this policy applies to all of the above as well as the smileback.com website.
We collect and use the Personal Information described below in order to provide you with access to our Site and Service in a reliable and secure manner. We also collect and use Personal Information:
To the extent we process your Personal Information for any other purposes, we ask for your consent in advance or require that our partners obtain such consent.
What are Cookies
Cookies are small data files stored on your hardware
that help us remember you and your settings and to collect general, anonymous information
about how users use our Services. Cookies can be “persistent” or “session” cookies. We use
persistent cookies and session cookies.
Persistent Cookies
A persistent cookie is stored on a user’s device in
between browser sessions which allows the preferences or actions of a user across the Site
or Services (or in some cases across different websites) to be remembered. We use persistent
cookies to save your login information for future logins to the Site or Services.
Session Cookies
A session cookie allows the Site to link your actions
during a browser session. We use session cookies to enable certain features of the Site or
Services, to better understand how you interact with the Site or Services and to monitor
aggregate usage by users and web traffic routing on the Site. Unlike persistent cookies,
session cookies are deleted from your computer when you log off from the Site or Service and
then close your browser.
Which cookies we use and why
The table below explains the cookies we use
and why we use each of them.
Cookie |
Type | Purpose |
Google Analytics |
Tracking cookies |
These cookies are used to collect information about how visitors use our Site. We use the information to compile reports and to help us improve the Site. The cookies collect information in an anonymous form, including the number of visitors to the Site, where visitors have come to the Site from and the pages they visited. If you do not allow these cookies we will not be able to include your visit in our statistics. You can read the full Google Analytics privacy policy at: http://www.google.com/policies/privacy/.
|
Anonymous Analytics |
Analytics cookies |
We use analytics cookies to tell us whether you have visited the Site previously, and to gather statistics about visits to a page. |
Registration |
Sign-in cookies |
When you sign in, we generate cookies that let us know whether you are signed in or not. Our servers use these cookies to work out which account you are signed in with.
|
Site Performance |
Preference cookies |
We use site performance cookies to remember preferences you may have set on our Sites.
|
Intercom Analytics |
Analytics cookies |
We use these cookies and other technologies to help understand your usage of our services when you visit our Site or use our product. This cookie analyzes your use of our Site and/or product and tracks our relationship by way of cookies and similar technologies so that we can improve our service to you. For more information on Intercom's use of cookies, please visit https://www.intercom.com/terms-and-policies#cookie-policy. |
You can set up your browser options, to stop your computer accepting cookies or to prompt you before accepting a cookie from the websites you visit. If you do not accept cookies, however, you may not be able to use the whole of the Site or all functionality of the Services.
To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.aboutcookies.org or www.allaboutcookies.org. To opt out of being tracked by Google Analytics across all websites visit http://tools.google.com/dlpage/gaoptout.
Customer Data
We respect the confidential nature of your Customer Data.
SmileBack will not review, share, distribute, or reference any Customer Data, except as
provided in our Terms of Service, DPA, or as may be required by law. In accordance with our
Terms of Service, we may access your Customer Data to provide you with the Service, as well
as to prevent or address service or technical problems. We may also access your Customer
Data to provide you with customer support.
Personal Information
When you provide Personal Information to us, we use
your Personal Information to provide you with access to the requested Service, content
and/or information. We may also use your Personal Information to help us understand who is
visiting this Site and using our Service. We may also use your Personal Information to:
Use of Information we collect from you
We may use your Personal
Information to:
Information we receive from other sources
We may combine this information
with information you give to us and information we collect about you. We may use this
information and the combined information for the purposes set out above (depending on the
types of information we receive).
Aggregated Information
We collect, analyze and use Aggregated Data to
help us provide you with a better user experience. For example, we keep track of the domains
from which users visit this Site and we also measure visitor activity on this Site. When we
use Aggregated Information, we do so in a way that keeps your Personal Information
anonymous. You hereby acknowledge and agree that SmileBack may make Aggregated Information
publicly available, provided that such information does not incorporate any Customer Data
and/or identify you or your Confidential Information. By way of example, we use Aggregated
Information to:
SmileBack is not in the business of sharing or selling your Customer Data or Personal Information. We consider this information to be a vital part of our relationship with you. However, in addition to specific requests by you, there are certain circumstances in which we may share your Customer Data and/or Personal Information with third parties without further notice to you, as set forth below:
From time to time, SmileBack may partner with other companies to jointly offer products or services. If you purchase or specifically express interest in a jointly-offered product or service from us, SmileBack may share information collected in connection with your purchase or expression of interest with our joint promotion partner(s). SmileBack does not control our business partners’ use of the information we share with them, and their use of the information will be in accordance with their own privacy policies. If you do not wish for your information to be shared in this manner, your sole remedy is to opt not to purchase or specifically express interest in a jointly-offered product or service.
We participate in the EU-US and Swiss-US Privacy Shield Frameworks, which require that we (and the organizations on the Privacy Shield List) adhere to the principles set forth below. SmileBack is committed to subjecting all Personal Information it receives from the European Union and Switzerland to the Privacy Shield Principles. If there is any conflict between the terms of this Privacy Policy and the Privacy Shield Principles, the Privacy Shield Principles shall govern.
Individuals who are residents of California and have provided their Personal Information to us may request information regarding our disclosures, if any, of their Personal Information to third parties for direct marketing purposes. Such requests must be submitted to our Privacy Officer in writing at help@smileback.com or:
SmileBack, LLC
Attention: Privacy Officer
427 N Tatnall St #64120
Wilmington, DE
19801-2230
USA
Such requests must include the reference “Request for California Privacy Information” in the subject line and in the body of the message and must include the e-mail address or mailing address, as applicable, for us to send our response. This request may be made no more than once per calendar year. We reserve the right not to respond to requests submitted to us if not submitted pursuant to the terms set forth above.
You have the right under Data Protection Law, free of charge, to request:
You can make a request in relation to any of the above rights by contacting us as set out at the end of this Privacy Policy. We will respond to such queries within 30 days and deal with requests we receive from you, in accordance with the provisions of Data Protection Law.
You have the right to withdraw your consent to us processing your Personal Information, at any time, by writing to us at the contact address given for EU individuals at the end of this Privacy Policy.
Where we process your Personal Information for marketing purposes, we will inform you and obtain your opt in consent (before collecting your Personal Information if we intend to use your Personal Information for such purposes or if we intend to disclose your information to any third party for such purposes. If you change your mind about being contacted in the future, please opt out by clicking the “unsubscribe” link at the bottom of any email. Once you do this, you will no longer receive any marketing emails from us. We will continue to communicate with you regarding your service billing and support via email.
We send push notifications from time to time in order to update you about any service updates, events and promotions we may be running. If you no longer wish to receive these communications, please disable these in the settings on your device.
Our Services are global and your information (including Personal Information) may be stored and processed in any country where we have operations or where we engage service providers, and we may transfer your information to countries outside of your country of residence, which may have data protection rules that are different from those of your country of residence.
The Personal Information that we collect from you may therefore be transferred to, and stored at, a destination outside the European Economic Area (“EEA”). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers or partners. Such staff or subcontractors maybe engaged in, among other things, the fulfilment of your order, the processing of your payment details or the provision of support services. By submitting your Personal Information, you agree to this transfer, storing or processing outside of the EEA.
We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy. In particular, this means that your Personal Information will only be transferred to a country that provides an adequate level of protection (for example, where the European Commission has determined that a country provides an adequate level of protection) or where the recipient is bound by standard contractual clauses according to conditions provided by the European Commission (“EU Model Clauses”).
Our Site is accessible via the internet and may potentially be accessed by anyone around the world. Other users may access the Site from outside the EEA. This means that where you chose to post your data on our Site, it could be accessed from anywhere around the world and therefore a transfer of your data outside of the EEA may be deemed to have occurred. You consent to such transfer of your data for and by way of this purpose.
All information you provide to us is stored on our secure servers. Any credit card information or payment transactions will be encrypted using SSL technology. Where we have given you (or where you have chosen) a password which enables you to access certain parts of the Site or Services, you are responsible for keeping this password confidential. We ask you not to share any password with anyone.
Unfortunately, the transmission of information via the Internet is not completely secure. Although we will endeavour to protect your Personal Information, we cannot guarantee the security of your data transmitted to our Site or Services. Any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
Our Site or Services may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.
We retain Personal Information for as long as necessary for the relevant activity for which it was provided or collected. This will be for as long as we provide access to the Site or Services to you, your account with us remains open or any period set out in any relevant contract you have with us. However, we may keep some data after your account is closed or you cease using the Site for the purposes set out below.
After you have closed your account or ceased using the Site or Services we usually delete Personal Information, however we may retain Personal Information where reasonably necessary to comply with our legal obligations (including law enforcement requests), meet regulatory requirements, maintain security, prevent fraud and abuse, resolve disputes, enforce our Terms or Services, or fulfil your request to “unsubscribe” from further messages from us.
We will retain de-personalised information after your account has been closed.
Please note: After you have closed your account or deleted information from your account, any information you have shared with others will remain visible. We do not control data that other users may have copied from the Site or Services. Your profile may continue to be displayed in the services of others (e.g. search engine results) until they refresh their cache.
This Site and the Services are not intended for and shall not be used by anyone under the age of 18.
Capitalized terms not defined in our Privacy Policy will have the meaning ascribed to such term in our Terms of Service.
If you have questions, comments or concerns about our Privacy Policy or SmileBack’s compliance with the Privacy Shield Framework, please contact SmileBack at:
SmileBack, LLC
427 N Tatnall St #64120
Wilmington, DE 19801-2230
USA
E-mail: help@smileback.com
If you have questions, comments or concerns about our use of Personal Information collected from individuals located within the European Union or SmileBack’s compliance with Data Protection Law, please contact SmileBack at:
SmileBack, LLC
427 N Tatnall St #64120
Wilmington, DE 19801-2230
USA
E-mail: help@smileback.com
Create your account to kick-off your free 14-day trial and start receiving valuable customer feedback in minutes.
Your account is setup and ready to go. All you need to do now, is simply sign in and you’ll be receiving useful feedback and metrics in no time.
Tell us a bit about yourself. We'll give you a personalized demo and show you how SmileBack can supercharge your service desk through customer feedback.
One of our feedback specialists will be reaching out to you shortly to book a time for your personalized demo.
Let us know who you are, what system you’re using and a brief message about your query or issue.
One of our people will be reaching out to you shortly to talk to you about your concern or question. We are always here to support whatever need you have.