Pendo remains responsible for any of your personal information that is shared under the Onward Transfer Principle with third parties for external processing on our behalf, as described in the “Does Pendo share my personal information?” section below.
In compliance with the Privacy Shield Principles, Pendo commits to resolve complaints about our collection or use of your personal information. If you are a resident of the European Union or Switzerland with inquiries or complaints regarding your personal data within the scope of Privacy Shield you should contact Pendo’s Compliance Officer at email@example.com. Under Privacy Shield, organizations must respond to individuals within 45 days of receiving a complaint. Pendo will endeavor to respond to your inquiry promptly.
If we are unable to resolve any complaint related to Privacy Shield, or if we fail to acknowledge your complaint in a timely fashion, you may also refer a complaint to your local data protection authority. Pendo has committed to cooperate with the panel established by the EU data protection authorities and the Swiss Federal Data Protection and Information Commissioner (FDPIC) with regard to unresolved Privacy Shield complaints concerning data transferred from the EU or Switzerland. We will work with them to address complaints and provide appropriate recourse free of charge to you. In certain circumstances, Privacy Shield provides the right to invoke binding arbitration to resolve complaints not resolved by other means, as described in Annex I to the Privacy Shield Principles.
Pendo’s Privacy Shield compliance is subject to the investigatory and enforcement powers of the Federal Trade Commission. We may be required to disclose personal information that we handle under the Privacy Shield in response to lawful requests by public authorities, including to meet national security or law enforcement requirements.
What information does Pendo collect?
A. Information You Provide to Us: Your Personal Information: We receive and store any information you provide to us. For example, we collect Personal Information such as your name, email address, and browser information. You can choose not to provide us with certain information, but then you may not be able to register with us or to take advantage of some of our features. We may anonymize your Personal Information so that you cannot be individually identified, and provide that information to our partners.
Your Customers’ Personal Information: In order to provide you with the Services, if you install certain software code provided by us on your website, we also receive and store any information you choose to provide us with respect to your customers (“End User Customers”). For more information on how we collect and compile End User Customer Information, please refer to our Terms of Service (www.pendo.io/terms-of-service).
When you visit the Website, whether as a Pendo customer or a non-registered user just browsing, our servers automatically record information that your browser sends whenever you visit a website (“Log Data”). For example, Log Data may include information such as your computer’s IP address, browser type or the webpage you were visiting before you came to our Website, pages of our Website that you visit, the time spent on those pages, information you search for on our Website, access times and dates, and other statistics. We use this information to monitor and analyze use of the Website and the Services and for the Website’s technical administration, to increase our Website’s functionality and user-friendliness, and to better tailor it to our visitors’ needs.
C. E-mail and Other Communications: We may contact you, by email or other means; for example, we may communicate with you about your use of the Website or Services. If you do not want to receive email or other mail from us, please indicate your preference by adjusting the settings on your account screen in the Website. Please note that if you do not want to receive legal notices from us, those legal notices will still govern your use of the Website, and you are responsible for reviewing such legal notices for changes.
Does Pendo share my personal information?
We share customer information only as described below:
B. Legal Reasons: We share personal information outside of Pendo if reasonably necessary to (i) comply with applicable laws, regulations, legal process, or enforceable governmental requests; (ii) protect against harm to the rights, property, or safety of Pendo, our customers, or the public as permitted by law.
Where does Pendo store my personal information?
Is the personal information secure?
Your account is protected by a password for your privacy and security. You must prevent unauthorized access to your account and Personal Information by selecting and protecting your password appropriately and limiting access to your computer or device and browser by signing off after you have finished accessing your account. We endeavor to protect the privacy of your account and other Personal Information we hold in our records, but we cannot guarantee complete security. The transmission of information via the Internet is not completely secure. Unauthorized entry or use, hardware or software failure, and other factors, may compromise the security of user information at any time.
How does Pendo use my personal information?
We use data of our Customers and their End Users to provide agreed upon services. We may also use customer data in an aggregated and anonymized form for our own purposes related to the performance and maintenance of the service, documentation of value provided, and marketing purposes. Such use may include subscriber data used in testing, but confidential or private data must be masked or replaced before loading to a Test environment. Any use of unmasked subscriber data in testing must be appropriately authorized in writing by the customer.
Pendo does not use data that identifies a customer for marketing or advertising without explicit consent.
What personal information can I access?
Through your account settings, you may access, and, in some cases, edit or delete the following information you’ve provided to us:
- name and password
- email address
- company name
- location or time zone
The information you can view, update, and delete may change as the Website changes. If you have any questions about viewing or updating information we have on file about you, please contact us at firstname.lastname@example.org. We will respond to your request to access within 10 days.
Testimonials: We post customer testimonials/comments/reviews on our web site which may contain personally identifiable information. We do obtain the customer’s consent via email prior to posting the testimonial to post their name along with their testimonial. To request removal of your personal information from Testimonials or comments please contact us at email@example.com.
How long does Pendo keep my data?
We will retain your information for as long as your account is active or as needed to provide you services in accordance with Pendo’s Terms of Service. You may request deletion of your account by contacting us at firstname.lastname@example.org. Please note that some information may remain in our private records after your deletion of such information from your account. We will retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements. We may use any aggregated data derived from or incorporating your Personal Information after you update or delete it, but not in a manner that would identify you personally.
If a request to delete End User Customer Information is received by Pendo directly from a data subject, we will log the request for tracking, but will not confirm the request until approved by our customer.
What choices do I have?
You can always opt not to disclose information to use, but keep in mind some information may be needed to register with us or to take advantage of some of our special features. You may be able to add, update, or delete information as explained in the section above. When you update information, however, we may maintain a copy of the unrevised information in our records.
Our Web site offers publicly accessible blogs or community forums. You should be aware that any information you provide in these areas may be read, collected, and used by others who access them. To request removal of your personal information from our blog or community forum, contact us at email@example.com. In some cases, we may not be able to remove your personal information, in which case we will let you know if we are unable to do so and why.
Questions or Concerns
If you have any questions or concerns regarding our privacy policies, please send us a detailed message at firstname.lastname@example.org. We will make every effort to resolve your concerns.
150 Fayetteville St.
Raleigh, NC 27601
United States of America
Effective: July 19, 2017