Collection and Use of Information
Information Collected or Received from You
Our primary goals in collecting information are to provide and improve our Services, to administer your use of the Services (including your User Accounts, if you are an Administrator), and to enable you to enjoy and easily navigate our Services.
Instances. Information collected in Account creation for User Accounts is stored with your company’s instance of the Services (an “Instance”), and is fully accessible by your Administrator. Information within an Instance is not accessible to Espressive by default. However certain circumstances like troubleshooting may necessitate making some of this information available to Espressive at the discretion of your Administrator and Espressive.
Information Related to Use of the Services. Like many website owners and operators, we use automated data collection tools such as Cookies, Web Beacons and Log Data to collect certain information.
“Web Beacons” (also known as Web bugs, pixel tags or clear GIFs) are tiny graphics with a unique identifier that may be included on our Services for several purposes, including to deliver or communicate with Cookies, to track and measure the performance of our Services, to monitor how many visitors view our Services, and to monitor the effectiveness of our advertising. Unlike Cookies, which are stored on the user’s device, Web Beacons are typically embedded invisibly on web pages (or in an e-mail).
“Log Data” means certain information automatically recorded by our servers about how a person uses our Services, including both Administrator and User Accounts. Log Data may include information such as a person’s Internet Protocol (IP) address, browser type, operating system, interactions with our chat bot (Barista), the web page that a user was visiting before accessing our website, the web pages or features of our Services to which a person browsed and the time spent on those pages or features, search terms, the links on our Services that a person clicked on, how our App is being used, and other statistics. We use Log Data to administer the Services and we analyze (and may engage third parties to analyze) Log Data to improve, customize and enhance our Services by expanding features and functionality and tailoring them to our Users’ needs and preferences. We may use a person’s IP address to generate aggregate, non-identifying information about how our Services are used.
Information Related to your Device. We collect certain information that your desktop, laptop, and mobile device send when you use our Services, like a device identifier, user settings, browser settings, operating system, other applications installed on your device, and information about your use of our Services.
Location Information. When you use our App, we may collect and store information about your location by converting your IP address into a rough geo-location or, with the user’s explicit permission, by accessing your mobile device’s GPS coordinates or coarse location if you enable location services on your device. This information is stored within your company’s instance and only shared with Espressive with your consent (such as when a support technician needs to access your individual runtime instance for troubleshooting).
General Information. Since our Services are designed to help you solve issues with your system, your company may elect to integrate its Instance and our Services with other services from your company (such as identity systems and human resources) and store several pieces of information which are not normally accessed or tracked by Espressive. Some information not listed as accessible herein may be nonetheless accessible where circumstances require or you authorize such access.
Natural Language Processing Phrases. Our Services are designed to help your employees get the answers to their questions or issues through our conversational virtual agent. Our artificial intelligent algorithms translate employee phrases into intent. Espressive collects these phrases in an anonymized fashion. However, responses from our virtual agent to your employees are stored within your company’s instance and not shared with Espressive.
System Access and Services Functionality. The Services are designed to be integrated with several other programs which enable you to share information with other Users and your Administrator. For example, you can import data from spreadsheets, HR systems, and third party programs for which the Services are specifically designed. Users can collaborate with other Users so long as they both belong to the same Instance (e.g., a user from “Company A” cannot collaborate through the Services with a user from “Company B”). All functionality of the Services and how they are accessed can be tracked and accessed by your Administrator.
Analytics Tools. We use the below analytics tools for our Services. Individual Users may also select to not have their data tracked by visiting the opt-out links of our third party providers. For details on these analytics services and how to opt out of their tracking of your website behaviors, please see below:
Rollbar. We use Rollbar to collect anonymized information about software defects, ensuring we can quickly identify and address software issues.
Google. We use Google Analytics, a service provided by Google, Inc. (“Google”), to gather information about how users engage with our Services. For more information about Google Analytics, please visit www.google.com/policies/privacy/partners/. You can opt out of Google’s collection and processing of data generated by your use of the Services by going to http://tools.google.com/dlpage/gaoptout.
Mixpanel. We also use Mixpanel to gather information about how users engage with our Services. Users can opt-out of Mixpanel’s automatic retention of data collected by visiting https://mixpanel.com/optout. Please note however that getting a new computer, new Internet browser, or erasing your stored cookies will require you to re-opt-out again at the link above. For more information please see i
Information that We Share with Third Parties
We will not share any PII that we have collected from or regarding you except as described below:
Information Shared with Our Services Providers. We may engage third-party services providers to work with us to administer and provide the Services.
Information Shared with Third Parties. We may share aggregated information and non-identifying information with third parties for industry research and analysis, demographic profiling and other similar purposes.
Information Disclosed in Connection with Business Transactions. Information that we collect from our users, including PII, is considered to be a business asset. Thus, if we are acquired by a third party as a result of a transaction such as a merger, acquisition or asset sale or if our assets are acquired by a third party in the event we go out of business or enter bankruptcy, some or all of our assets, including your PII, may be disclosed or transferred to a third party acquirer in connection with the transaction.
Information Disclosed for Our Protection and the Protection of Others. We cooperate with government and law enforcement officials or private parties to enforce and comply with the law. We may disclose any information about you to government or law enforcement officials or private parties as we, in our sole discretion, believe necessary or appropriate: (i) to respond to claims, legal process (including subpoenas); (ii) to protect our property, rights and safety and the property, rights and safety of a third party or the public in general; and (iii) to stop any activity that we consider illegal, unethical or legally actionable.
We offer you choices regarding the collection, use and sharing of your PII and we’ll respect the choices you make. Please note that if you decide not to provide us with the PII that we request, you may not be able to access all of the features of the Services.
Push and SMS Notifications. As part of providing the Services to you, we may periodically send you push notifications or SMS messages for system-related information, such as to inform you of system updates or if you as a User have your issue marked as resolved by your IT team. You may opt out of push notifications through your mobile device’s settings or from within your Account settings.
Modifying Your Information. Users can access and modify the information you input (including PII) and information that we collect that is associated with their Espressive profile. User modifications to their Account information and records hides any removed content but does not delete it. Espressive will retain most data however on backups for purposes of archiving and protecting from inadvertent deletion. If you wish to permanently delete your data (i) if you are a User, contact your Administrator and (ii) if you are an Administrator, contact us at firstname.lastname@example.org with your request. With Administrator approval, we will either, at your discretion (a) permanently delete your information or (b) archive it in case you wish to come back in the future.
Responding to Do Not Track Signals
Our Site and our service does not have the capability to respond to “Do Not Track” signals received from various web browsers.
The Security of Your Information
We take reasonable administrative, physical and electronic measures designed to protect the information that we collect from or about you (including your PII) from unauthorized access, use or disclosure. When you enter sensitive information on our forms, we encrypt this data using SSL or other technologies. Authentication into our Services requires your company’s credentials, or a credential you have created on our service. Such authentication may also be accomplished through a third party (e.g., Okta, www.okta.com/authentication) at your Administrator’s election. Please be aware that no method of transmitting information over the Internet or storing information is completely secure. Accordingly, we cannot guarantee the absolute security of any information.
Links to Other Sites
Your PII may be transferred to, and maintained on, computers located outside of your state, province, country or other governmental jurisdiction where the privacy laws may not be as protective as those in your jurisdiction. If you’re located outside the United States and choose to provide your PII to us, we may transfer your PII to the United States and process it there.
Our Policy toward Children
Our Services are not directed to children under 13 and we do not knowingly collect PII from children under 13. If we learn that we have collected PII of a child under 13 we will take steps to delete such information from our files as soon as possible.