Last updated: April 21, 2023
Your privacy is critically important to us. At Assistiv Labs, we have a few fundamental principles:
- We are thoughtful about the personal information we ask you to provide and the personal information that we collect about you through the operation of our services
- We store personal information for only as long as we have a reason to keep it
- We aim for full transparency on how we gather and use your personal information
- We will never sell your data
Information we collect
Identity & access
When you sign up for an account, we typically ask for identifying information such as your name and email address. This is to personalize your account, send you updates, invoices, and other essential information. If you have a Gravatar associated with your email address, your profile picture may display in our services, but we do not normally look at or access that picture. We’ll never sell your personal info to third parties, and we won’t use your name or company for marketing without your permission either.
If you purchase a subscription to our services, we ask for additional payment information like your credit card and billing address. This is so we can charge you for services, calculate taxes due, and send you receipts or invoices. Your credit card is passed directly to our payment processor (Stripe), it is not handled or stored by our servers. We store a record of each transaction to provide billing history and support.
When signing up for an account, we log the full IP address to combat free trial abuse. This IP may be kept forever.
When accessing your account, we log the full IP address to detect unauthorized access. This audit trail is kept until your account is deleted.
To assist with support, the full IP address may also be recorded by our live chat widget, which is supplied by HelpScout. Read more about privacy at HelpScout.
When you browse our marketing pages, your browser automatically shares certain information such as which OS and browser you’re using. We track that information, along with the pages you are visiting, page load timing, and which website referred you for statistical purposes like conversion rates and to test new designs. We sometimes track specific link clicks to help inform some design decisions. These web analytics data are tied to your account if signed in.
When you’re in a test session, you’ll probably be using the remote browser to test your own websites and services. It’s important to us that your activity in a test session is 100% private to you and securely destroyed after ending the session (except in cases where software licenses require a long-lived disk, in which case they’ll be destroyed when you deactivate the software license or delete your account). We log anonymized and aggregated statistics based on your activity to help monitor performance and improve our services. This usage data cannot be traced back to you directly or indirectly.
A cookie is a small piece of data that a website stores on your device when you visit, typically containing information about the website itself, a unique identifier that allows the site to recognize your web browser when you return, additional data that serves the purpose of the cookie, and the lifespan of the cookie itself.
We use persistent, first-party cookies keep you signed in and store certain preferences.
We partner with Google for some marketing activities. If you are coming to us from a Google ad, and are in the United States, Google will send a cookie to your browser to determine whether you visited assistivlabs.com because of a particular advertisement you viewed. This enables us to evaluate the effectiveness of these ads.
Read about what data is collected and how it’s handled by the other services that we use that set cookies at the following links:
- Google Analytics – Web analytics provider
- HelpScout – Live chat help service provider
- Sentry – Application monitoring service
- Stripe – Payment provider
When you write to us with questions or for support, we keep the correspondence so that we have a history of past communication to reference if you reach out again in the future.
We also store any information you volunteer like surveys. Sometimes when we do customer interviews, we may ask for your permission to record the conversation for future reference or use. We only do so if you give your express consent.
Information we do not collect
We don’t collect any characteristics of protected classifications including age, race, gender, religion, sexual orientation, gender identity, gender expression, or physical and mental abilities or disabilities. You may provide these data voluntarily, such as if you include a pronoun preference in your email signature when writing for support.
We also do not collect any biometric data. You are given the option to add a picture to your user profile, which could be a real picture of you or a picture of something else that represents you best. We do not extract any information from profile pictures: they are for your use alone.
When we access or share your information
Our default practice is to not access your information. We will only access or share your information to:
- Provide our services. We share your information with third-party services or subprocessors to deliver our services. Our subprocessors are technologies, not humans, and we only select subprocessors who value your privacy as much as we do
- Help with support. We’ll always ask for your consent before proceeding
- Investigate abuse. As a last resort to protect our customers, we will access an account if an account’s use of our services violates our Service Agreement
- Comply with applicable law. Assistiv Labs, Inc is a US company with all data infrastructure located in the US, subject to US law. We have never received a National Security Letter or Foreign Intelligence Surveillance Act (FISA) order
- Comply with a merger or acquisition. In the unlikely event Assistiv Labs, Inc is acquired or merged with another company, we will notify you long before any of your information is transferred
- Right of access. You have the right to access personal information we’ve gathered, and learn about its sharing, storage, security, and processing
- Right to correction. You have the right to request correction of your personal information
- Right to erasure, to be forgotten. You have the right to request, subject to certain limitations under applicable law, that your personal information be erased from our possession and our subprocessors
- Right to complain. You have the right to file a complaint about our handling of your personal information with the appropriate authority
- Right to restrict processing. You have the right to request that we restrict our processing of your personal information, including how it’s used
- Right to object. You have the right, in certain situations, to object to how or why your personal information is processed
- Right to portability. You have the right to receive the personal information we have about you in order to transmit it to another party
- Right to not be subject to automated decision-making. You have the right to object and prevent any decision that could have a legal, or similarly significant, effect on you from being made solely based on automated processes. This right is limited, however, if the decision is necessary for performance of any contract between you and us, is allowed by applicable law, or is based on your explicit consent
- Right to non-discrimination. We will not charge you a different amount, offer different discounts, or give you a lower level of support because you’ve exercised your data privacy rights
All data is encrypted in transit and at rest. Read more in our Information Security Policy.
Location of data
Our services are operated in the United States. If you are located outside of the United States and use our services or otherwise provide us with your information, you are consenting to your data being transferred into the United States.
A list of personal data subprocessors we use is available on our Subprocessors page.
Changes and questions
If you have questions, comments, or concerns please email us at firstname.lastname@example.org.