What follows are the principles regarding the data we collect.
5.1 What personal data we collect about you
We collect your data only when you provide it to us while using our Services, and when our third-party processors, which we have appropriate contracts with that are subject to EU regulations, provide it to us. We encourage you to read below our detailed list of all the data we collect and which purposes we do it for.
Many of our features and options require some personal data (essential features and options like communication email and invoicing details), but for non-essential features, you can choose not to provide us your personal data (username, profile picture, etc.). Bear in mind that, in certain situations, providing data is required by law.
Account and profile information
When you register for a trial account, we ask for your email only. When you switch to a paid account, we need more information for billing purposes. In both cases, we collect data for account personalization - it is optional for you to add a profile photo and other details.
Your content provided through our websites
We collect the content you upload while using our websites, including our social media channels. This refers to the feedback you give on our surveys, promotions, events.
Data needed for support channels
When you experience a problem or need assistance, you may need to contact our Support. Whatever the context is (email, ticket, social media channels, audio/video call, chat), you will be asked to provide information related to the problem. This means providing any type of data (contact information, problem explanation, screenshots, etc.) which is necessary for troubleshooting and which may speed up the process of resolving the issue. This process is defined in our Terms of Service
, and any issue-related details are necessary in order to provide you with our support services.
When you register for a paid account, we collect your payment and billing details through secure payment processing services. We collect information about you or your billing representative: billing information (name and contact information), payment address and payment details (credit card or bank account number).
Your content uploaded through our products
Using our products (web app, desktop app, mobile apps) means uploading your content for collaboration purposes.
The content you upload on your cloud account is stored on our servers, and only you can access it. In specific cases, when troubleshooting is needed, our Support may need to check your instance - with your explicit consent and login details. We don’t have any information about the content you upload on your self-hosted account since that content is uploaded to your own servers.
Your use of the Services
We collect information about you while you’re using our Services. We basically keep track of your visits and interactions with our Services. This information includes the features and add-ons you use, details about your collaborating activity, details about your device and operating system, browser type.
Cookies and other tracking technologies
Data from other sources
We also receive data about you from third-party services. This happens when you link or integrate our Services with a third-party service, or when you give consent to other services to use your information. For example, we use third-party service for payment and billing purposes, or our advertising and market research partners provide us with information about your interests and engagements with our Services and online ads. You can see the list of all our third-party processors in section 5.5 of this policy.
5.2 How we use your personal data
Based on the purpose, here we explain how we use your data.
To provide the Services and personalize your experience
We need your data so we can provide our Services to you. Basic activities include transaction processing, authentication, providing customer support, operating and maintaining the Services. For example, we use your email and the photo you provided to identify you to other users on your account. We also use your data to personalize your experience by offering you relevant features and making recommendations.
Research and development
We always strive to improve our Services and integrate them better with other apps you use. That means we use data we collect about how you (and other people) use our Services to shorten the onboarding process, identify trends in user behavior, and create a map of activity patterns. This helps us pinpoint the exact areas for future improvement. Along with this data, we also use all the feedback we get for precise troubleshooting and creating a more friendly and engaging user experience. We keep relying on legitimate interest when it comes to beta testers as well, and the feedback we get from them is solely for the purpose of improving and developing our services.
To communicate with you about the Services
In order for you to successfully use our Services, we create certain communications to shorten your learning curve and create a satisfactory user experience. These communications include onboarding emails, transactional emails, purchase confirmations, subscription expiration reminders, responses to comments, requests and questions, complete customer support service, technical notices and updates, security alerts, administrative messages, promotions, new features. Depending on your settings, we send you email notifications about collaborating activity on your account.
When you sign up for our Services, you agree to these communications, and in most cases, you can’t opt-out of them. When the opt-out option is available, you will find it within the communication itself or in the settings section of your account.
For marketing, promotion, and engagement
We create promotional content that may be of specific interest to you, and that is why we send it via email or display it in our ads. This is why we use your contact information and information about how you use our Services - so the content is as relevant to you as possible. Those ads appear on different websites and platforms (like Facebook and Google). All this content has a purpose of driving engagement and helping you use our Services to the fullest. Besides emails and ads, we also create survey requests, newsletters, informational product content.
To provide Customer Support
When it comes to Support, there are different scenarios in which we need your data, e.g., to assist you with different kinds of requests and needs, to resolve technical issues you reported, to analyze crash details, to repair and improve our Services. When you give us your information, it is shared only with our experts (employees), only for the purpose of giving feedback and resolving the issues as soon as possible, as defined in our Terms of Service
Security and safety reasons
There are situations when, for certain safety and security reasons, we need to use the data about you and your use of our Services - e.g., to verify accounts, to monitor suspicious or fraudulent activity, to identify violations of our policies.
Legitimate interest and legal rights
We use your data when we need to protect our legal rights, interests, and the interests of others, as well as when we’re required by law to do so. In these cases, as always, we use your data only when necessary.
With your consent
There are specific purposes, not listed above, that require your consent so we can use data about you. We always ask for your permission in these cases (e.g., quoting you on our sales website, or publishing your customer story on our blog). When you give us consent to use your data for a specific purpose, you have the right to change your mind at any time, but if any processing has already taken place, it will stay unaffected.
5.3 ActiveCollab as a processor of User/Client Data
5.4 How we share your data
When we collect or process your data, our employees here at ActiveCollab are in charge of handling it. Depending on the context, purpose, and data type, members of different teams are in charge. All our employees have gone through extensive and proper training programs, so they are aware of relevant privacy principles and law requirements.
We will never share your data, unless in the ways discussed below.
Sharing with other Service users
When you sign up and start using our Services, other users on your account will be able to see your data. Some of the collaboration features display some or all of your profile information. For example, when you comment on a task, we email subscribers to the task with the comment, your name, and your profile photo.
Sharing with third-party apps
We work with third-party apps to make our Services more integrated and collaboration-friendly for you, our users. When you add new functionality or change the behavior of the Services by enabling third-party apps, you may give those apps access to your data, such as name, email, and any content you decide to share. What you share with those apps and on their websites is governed by their policies, not this one.
Sharing with third-party widgets
Sharing with law enforcement
Sharing with your consent
When you give us your consent, we will share your data with third parties. For example, we might share, with your consent, your name and the name of your company as part of the testimonial on our website. You can revoke your consent at any given moment, just contact us and send us your request.
Sharing in business transfers
If a merger, sale of company assets, financing, or acquisition of all or a portion of ActiveCollab to another company happens, you will be notified via email. This will inform you about the choices you may have regarding the situation.
Sharing with third-party service processors
In the next section, we listed all the third-party processors we have contracts with. We work with them to provide website and application development, hosting, maintenance, backup, storage, payment processing, and other services for us, which may require them to access or use some data about you. When these Service Providers require to access information about you to perform services on our behalf, they do so under instruction from us, including abiding by policies and procedures designed to protect your information.
5.5 Service Processors
Sometimes we use third-party processors to process some or all of your personal data. Here we listed all of them. We made sure that we’ve signed contracts only with third-party processors who are GDPR compliant. These third-party processors have access to your personal data only to perform these tasks on our behalf, and are obligated not to disclose or use it for any other purposes.
our Customer Care team uses this help-desk software to stay in touch with you. This software uses only your email and name, for the purpose of us getting back to you, assisting with your requests, and resolving the issues you might have. Here
you can read how Help Scout deals with privacy.
this is a messaging platform
our Customer Care team uses to chat with you. Crisp uses only your email, and we chat with you wherever you start a conversation over our website or straight from our app. The most frequent case is the need for customer support.
this tool processes your payments to us. We use it for billing purposes only. Stripe collects your payment details (credit card or bank account number), along with your name and payment address. In case payment and billing details are different, they are both collected. Also, if you’re not the one making the payment, the mentioned data of your billing representative is collected. For more information on how Stripe deals with privacy, read this
this is a cloud-based eCommerce that we use as a billing platform. Like Stripe (mentioned above), Fastspring collects your payment details (credit card or bank account number), along with your name and payment address. In case payment and billing details are different, they are both collected. Also, if you’re not the one making the payment, the mentioned data of your billing representative is collected. For more information on how FastSpring deals with privacy, read this
this is a web analytics service that tracks and reports website traffic. Google uses the collected data to track and monitor the use of our Services. It may use the data to contextualize and personalize the ads of its own advertising network. For more information about Google’s privacy practices, read this
this is a remarketing service provided by Google Inc. Here
Facebook Ads Manager:
this is an advertising management tool
we use this marketing automation platform for staying in touch with you via email. This occurs when we send you our newsletter or include you in our incentive program. This
is where you can read more about MailChimp’s policy.
this is a service developed by Google, and we use it for file storage. This is the place where we temporarily keep your data for the purposes of reporting, customer care, feedback analysis, usability testing, marketing, incentive programs. For more information about Google’s security policy follow this link
this is a cloud platform
we use for video calls. With your permission, sometimes we record video calls, only for the purposes of improving our customer care and sales process. Videos along with your name and number (if given) are always deleted within 2 weeks.
temporarily collects only your number when you leave us a message. We use that data only to get back to you and for no other reason. After a successful call, your number is deleted.
We’ve designed our platform to offer you a secure-by-default experience. When it comes to customer data security, encryption, storage, and backups, everything we do is described in our Security Policy
. We encourage you to read it and contact us if you have any questions or concerns.
In case of a data breach, we will follow the implemented procedures which ensure we will inform you and respond to the data breach in a timely manner.
5.7 How and where we store and process your data
Where we store and process your data
Personal data collected by ActiveCollab is stored and processed in the United States, Canada, France, and in Serbia, where ActiveCollab’s operating facility is located. Our primary storage locations are in Canada and the USA, with an offsite backup in France. We make sure that the data we collect under this privacy statement is processed according to the provisions of this policy, our Terms of Service, and the requirements of applicable law wherever the data is located.
How we handle data transfers
We transfer, process, and store your data from your region to Serbia or wherever our third-party processors operate, only with the purpose of providing you with our Services. Serbia is not a member of the European Economic Area, but we use a variety of legal mechanisms and contracts to ensure that your rights and protections travel and apply with your data.
When you cancel your account, we’ll delete all of your data in the following 30 days.