Read below to learn how we process and protect your data.
Effective Date: 25th May, 2018
Your privacy is critically important to us. At HelpCenter.io (check out “who are we ” section), 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 to make it as simple as possible for you to control what information on your website is shared publicly (or kept private), indexed by search engines, and permanently deleted.
We help protect you from overreaching government demands for your personal information.
We aim for full transparency on how we gather, use, and share your personal information.
We never sell any personal data.
All processing operations are carried out in strict compliance with the EU General Data Protection Regulation (“GDPR”) (specifically but not limited to Article 6(1)(b) to (f) and Article 28) as well as the Laws of Bulgaria (together the “Applicable Law”), where “HelpCenter Solutions Ltd.” is incorporated.
Below we explain how we collect, use, and share information about you, along with the choices that you have with respect to that information.
We only collect information about you if we have a reason to do so–for example, to provide our Services, to communicate with you, or to make our Services better.
We collect information in three ways: if and when you provide information to us, automatically through operating our Services, and from outside sources. Let’s go over the information that we collect.
It’s probably no surprise that we collect information that you provide to us. The amount and type of information depends on the context and how we use the information. Here are some examples:
Basic Account Information: We ask for basic information from you in order to set up your account. For example, we require individuals who sign up for a HelpCenter.io account to provide name and email address–and that’s it. You may provide us with more information–like your company name, role in your company, city and country–but we don’t require that information to create a HelpCenter.io account and try our services.
Transaction and Billing Information: If you buy a HelpCenter.io subscription you will need to provide additional personal and payment information that is required to process the transaction and your payment, such as credit card information, address and contact information.
Content Information: Depending on the Services you use, you may also provide us with information about you in draft and published content (such as for your help center website). For example, if you write a help center article that includes biographic information about you, we will have that information, and so will anyone with access to the Internet if you choose to publish the post publicly. This might be obvious to you&helli;but it’s not to everyone! You are solely responsible for any information that you disclose and disseminate on publicly accessible areas.
Communications With Us (Hi There!): You may also provide us information when you respond to surveys or communicate with our Customer Success team about a support questions.
If you have a concern about any personally identifiable information that you have posted on any publicly accessible areas and are unable to delete or edit it, please contact us.
We also collect some information automatically:
Log Information: Like most online service providers, we collect information that web browsers, mobile devices, and servers typically make available, such as the browser type, IP address, unique device identifiers, language preference, referring site, the date and time of access, operating system, and mobile network information. We collect log information when you use our Services–for example, when you create or make changes to your website on HelpCenter.io.
Usage Information: We collect information about your usage of our Services. For example, we collect information about the actions that site administrators and users perform on a site using our HelpCenter.io services–in other words, who did what, when and to what thing on a site (e.g., [HelpCenter.io user id] deleted “[title of article]” at [time/date]). We also track information about your HelpCenter.io sites such as but not limited to number of visitors, search queries made, articles ratings, total number of articles and categories. We also collect information about what happens when you use our Services (e.g., page views, support document searches at our own help center site (self.helpcenter.io), customizations made and features enabled for your website) along with information about your device (e.g., screen size, name of cellular network, and mobile device manufacturer). We use this information to, for example, provide our Services to you, as well as get insights on how people use our Services, so we can improve our Services.
Location Information: We may determine the approximate location of your device from your IP address. We collect and use this information to, for example, calculate how many people visit our Services from certain geographic regions.
We may also get information about you from other sources. For example, if you create or log into your HelpCenter.io account through another service (like Google) or if you connect your website or account to another service (like Intercom or Slack) for the purposes of provided integration, we will receive information from that service (such as your email and other basic profile information) via the authorization procedures used by that service. The information we receive depends on which services you authorize and any options that are available. You will get further information about what data we will receive from a particular service before you decide whether to approve the authorization or not.
We may also get information, such as a mailing address, from third party services about individuals who are not yet our users (…but we hope will be!), which we may use, for example, for marketing and advertising purposes like postcards and other mailers advertising our services.
We use information about you as mentioned above and for the purposes listed below:
To provide our Services–for example, to set up and maintain your account, host your website, backup and restore your website, or charge you for any of our paid Services;
To further develop and improve our Services–for example by adding new features that we think our users will enjoy or will help them to create and manage their websites more efficiently;
To monitor and analyze trends and better understand how users interact with our Services, which helps us improve our Services and make them easier to use;
To measure, gauge, and improve the effectiveness of our advertising, and better understand user retention and attrition–for example, we may analyze how many individuals purchased a plan after receiving a marketing message or the features used by those who continue to use our Services after a certain length of time;
To monitor and prevent any problems with our Services, protect the security of our Services, detect and prevent fraudulent transactions and other illegal activities, fight spam, and protect the rights and property of HelpCenter.io and others, which may result in us declining a transaction or the use of our Services;
To communicate with you, for example through an email, about offers and promotions offered by HelpCenter.io and others we think will be of interest to you, solicit your feedback, or keep you up to date on HelpCenter.io and our products; and
To personalize your experience using our Services, target our marketing messages to groups of our users (for example, those who have a particular plan with us or have been our user for a certain length of time), and serve relevant advertisements.
A note here for those in the European Union about our legal grounds for processing information about you under EU data protection laws, which is that our use of your information is based on the grounds that:
(1) The use is necessary in order to fulfill our commitments to you under our Terms of Service or other agreements with you or is necessary to administer your account–for example, in order to enable access to our website on your device or charge you for a paid plan; or
(2) The use is necessary for compliance with a legal obligation; or
(3) The use is necessary in order to protect your vital interests or those of another person; or
(4) We have a legitimate interest in using your information–for example, to provide and update our Services, to improve our Services so that we can offer you an even better user experience, to safeguard our Services, to communicate with you, to measure, gauge, and improve the effectiveness of our advertising, and better understand user retention and attrition, to monitor and prevent any problems with our Services, and to personalize your experience; or
We never sell our users’ private personal information.
We share information about you in the limited circumstances spelled out below and with appropriate safeguards on your privacy:
Legal Requests: We may disclose information about you in response to a subpoena, court order, or other governmental request.
To Protect Rights, Property, and Others: We may disclose information about you when we believe in good faith that disclosure is reasonably necessary to protect the property or rights of HelpCenter.io, third parties, or the public at large. For example, if we have a good faith belief that there is an imminent danger of death or serious physical injury, wemay disclose information related to the emergency without delay.
With Your Consent: We may share and disclose information with your consent or at your direction. For example, we may share your information with third parties with which you authorize us to do so, such as when authorizing access to your account by third-party services.
Aggregated or De-Identified Information: We may share information that has been aggregated or reasonably de-identified, so that the information could not reasonably be used to identify you. For instance, we may publish aggregate statistics about the use of our Services and we may share a hashed version of your email address to facilitate customized ad campaigns on other platforms.
Other Site Owners: If you visit a help center site hosted by HelpCenter.io, make a search query or rate an article, your IP address may be shared with the administrator(s) of the site you’ve visited.
Published Support Requests: And if you send us a request (for example, via a support email or one of our support forms and feedback mechanisms), we reserve the right to publish that request in order to help us clarify or respond to your request or to help us support other users.
Here's more information about the service providers that we may employ to provide the Service on our behalf, to perform Service-related services or to assist us in analyzing how our Service is used.
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We may provide paid products and/or services within the Service. In that case, we use third-party services for payment processing (e.g. payment processors).
The payment processors we work with are:
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Information that you choose to make public is–you guessed it–disclosed publicly.
That means, of course, that information like your public profile, articles and other content that you make public on your website are all available to others–and we hope it proves helpful to your customers!
For example, the photo that you upload to your public profile, or a default image if you haven’t uploaded one as well as your name might be displayed on a help center site as author of articles if this options has been enabled for the particular HelpCenter.io user site you are authoring content in.
Public information may also be indexed by search engines or used by third parties.
Please keep all of this in mind when deciding what you would like to share.
We generally discard information about you when we no longer need the information for the purposes for which we collect and use it–which are described in the section above on “How and Why We Use Information”–and we are not legally required to continue to keep it.
For example, we keep the web server logs that record information about a visitor to one of HelpCenter.io websites, such as the visitor’s IP address, browser type, and operating system, for approximately 30 days. We retain the logs for this period of time in order to, among other things, analyze traffic to HelpCenter.io’s websites and investigate issues if something goes wrong on one of our websites.
While no online service is 100% secure, we work very hard to protect information about you against unauthorized access, use, alteration, or destruction, and take reasonable measures to do so, such as monitoring our Services for potential vulnerabilities and attacks.
We have no control over and assume no responsibility for the content, privacy policies or practices of any third party sites or services.
You have several choices available when it comes to information about you:
Limit the Information that You Provide: If you have an account with us, you can choose not to provide the optional account information, profile information, and transaction and billing information. Please keep in mind that if you do not provide this information you may not be able to use our Services to their full extent (for example if you choose not to provide billing information, your usage of our Services will be limited to the trial period specified).
Opt-Out of Electronic Communications: You may opt out of receiving promotional messages from us. Just follow the instructions in those messages. If you opt out of promotional messages, we may still send you other messages, like those about your account and legal notices.
Close Your Account: While we’d be very sad to see you go, if you no longer want to use our Services :( :( :( :(, you can delete your HelpCenter.io account by contacting us at hello [at] helpcenter.io. Please keep in mind that we may continue to retain your information after closing your account, as described in How Long We Keep Information above–for example, when that information is reasonably needed to comply with (or demonstrate our compliance with) legal obligations such as law enforcement requests, or reasonably needed for our legitimate business interests.
If you are located in certain countries, including those that fall under the scope of the European General Data Protection Regulation (AKA the “GDPR”), data protection laws give you rights with respect to your personal data, subject to any exemptions provided by the law, including the rights to:
Request access to your personal data.
Request correction or deletion of your personal data.
Object to our use and processing of your personal data.
Request that we limit our use and processing of your personal data.
Request portability of your personal data.
You can usually access, correct, or delete your personal data using your account settings and tools that we offer, but if you aren’t able to do that, or you would like to contact us about one of the other rights, scroll down to How to Reach Us to, well, find out how to reach us.
EU individuals also have the right to make a complaint to a government supervisory authority.
The controller of personal information collected by HelpCenter.io’s products and services is HelpCenter Solutions Ltd., a limited liability company registered under the laws of Bulgaria.
You can ask us for more information about the steps we take to protect your personal information when transferring it from the EU.
Ads appearing on any of our Services may be delivered by advertising networks. Other parties may also provide analytics services via our Services. These ad networks and analytics providers may set tracking technologies (like cookies) to collect information about your use of our Services and across other websites and online services. These technologies allow these third parties to recognize your device to compile information about you or others who use your device. This information allows us and other companies to, among other things, analyze and track usage, determine the popularity of certain content, and deliver advertisements that may be more targeted to your interests.
Our Service does not address anyone under the age of 13 ("Children").
We do not knowingly collect personally identifiable information from children under 13. If you are a parent or guardian and you are aware that your Children has provided us with Personal Information, please contact us. If we discover that a Children under 13 has provided us with Personal Information, we will delete such information from our servers immediately.
That’s it! Thanks for reading.