What personal information do we collect from the people that visit our blog, website, or app?
When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number, credit card information or other details to help you with your experience.
What we need
Help.com is a Controller of the personal data you (data subject) provide us. We collect the following types of personal data from you:
- IP address
- Referrer URL
- Email address
- First and last name
- Custom field data
- Avatar URL and/or uploaded avatar file
- Chat feedback ratings and/or comments
- Ticket feedback ratings and/or comments
- Phone number
- Display name
- Ticket signature
We need your personal data in order to provide you with the following services:
- Live chat
- Help desk
- Phone calls
- Integrations services
- Customer service support
- Marketing services/retargeting.
We collect information from you when you register on our site, place an order, subscribe to a newsletter, interact anywhere within our site or products, fill out a form, or enter information on our site.
How do we use your information?
We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:
- To allow us to better service you while responding to your customer service requests.
- To administer a contest, promotion, survey or other site feature.
- To quickly process your transactions.
- To send periodic emails regarding your order or other products and services.
- To interact with you via live chat, email, phone, or on social media.
No third party providers have access to your data, unless specifically required by law.
You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Internet Explorer) settings. Each browser is a little different, so look at your browser’s Help menu to learn the correct way to modify your cookies.
For EU visitors, we provide a tool that allows you to manage which cookies you would like to receive and their relevant usage.
How long we keep it
Under U.S. law, we are required to keep your documents for three years according to the Data Retention Policy. After this period, your personal data will be irreversibly destroyed. Any personal data held by us for marketing and service update notifications will be kept by us until such time that you notify us that you no longer wish to receive this information.
How do we protect visitor information?
Our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site as safe as possible. Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. In addition, all sensitive/credit card information you supply is encrypted via Secure Socket Layer (SSL) technology.
We implement a variety of security measures when a user places an order, enters, submits, or accesses their information to maintain the safety of your personal information. All transactions are processed through a gateway provider and are not stored or processed on our servers.
We do not sell, trade, or otherwise transfer your personally identifiable information to outside parties.
California Online Privacy Protection Act (CalOPPA)
Children Online Privacy Protection Act (COPPA)
When it comes to the collection of personal information from children under 13, the Children’s Online Privacy Protection Act (COPPA) puts parents in control. The Federal Trade Commission, the nation’s consumer protection agency, enforces the COPPA Rule, which spells out what operators of websites and online services must do to protect children’s privacy and safety online. We do not specifically market to children under thirteen.
The CAN-SPAM Act is a law that sets the rules for commercial email, establishes requirements for commercial messages, gives recipients the right to have emails stopped from being sent to them, and spells out tough penalties for violations.
To be in accordance with CAN-SPAM, we agree that if at any time you would like to unsubscribe from receiving future emails, you can email us at and we will promptly remove you from ALL correspondence.
What are your rights?
Should you believe that any personal data we hold on you is incorrect or incomplete, you have the ability to request to see this information, rectify it, or have it deleted. Please contact us through Data Subject Access Request Form.
In the event that you wish to complain about how we have handled your personal data, please contact our Data Protection Officer at firstname.lastname@example.org or in writing at 11000 Metric Boulevard, Austin, TX 78758, USA. Our Data Protection Officer will then look into your complaint and work with you to resolve the matter.
You also have the right to complain to a data protection authority about our collection and use of your personal information. For more information, please contact your local data protection authority.
ver 20180521 from [05/21/2018]