Last Updated: December 23, 2016
Support.com respects your privacy and recognizes your need for appropriate protection and management of your Personal Information that you may submit to Us by telephone, when using our websites, online services, software or during the performance of remote computer support services provided via telephone or online by Support.com, Inc., its subsidiaries and affiliated entities ("Support.com", "We", "Our" or "Us"). "Personal Information" is information that (i) is recorded in any form; (ii) is about you or pertains to you, and (iii) can be linked to you. Personal Information includes information like your name, address, e-mail address, phone number, and other information that is associated with the foregoing. Personal Information does not include information We may collect that does not identify you ("Other Information"), such as how many devices use a particular operating system or how many customers experience a certain kind of technical problem.
If you have an unresolved privacy or data use concern that We have not addressed satisfactorily, please contact TRUSTe at https://feedback-form.truste.com/watchdog/request.
Information We Collect and How We Use it
We use Personal Information and Other Information to provide you with the products or services you have requested, process any payments you have agreed to for such products and services, contact you regarding specific products or services you have requested, provide other information you have requested from Us, customize advertisements or content you may see while using Our products or services, and, if you have agreed to receive special promotional offers from Us by email or otherwise, to contact you regarding such promotional offers. Support.com may also display or provide you with targeted content or promotional offers based on Personal Information; and from time to time We may use Personal Information to offer you products or services. We may also use Personal Information for other business purposes, such as data analysis, audits, fraud monitoring and prevention, developing new products, enhancing, improving or modifying Our services, identifying usage trends, determining the effectiveness of Our promotional campaigns and operating and expanding Our business activities.
CONSENT AND CROSS-BORDER TRANSFER
This website is not aimed to attract children and its objective is not to collect Personal Information from children. Anyone under the age of 18 should not use this website unless supervised by an adult.
Information Sharing and Disclosure
Support.com does not rent, sell or share Personal Information about you with other people or nonaffiliated companies except to provide products or services you've requested, when We have your permission, or under the following circumstances:
- To service providers who work on behalf of or with Support.com under confidentiality agreements. These companies may use your Personal Information to help Support.com communicate with you (for example, email service providers). These companies, however, do not have any independent right to use or share this information.
- As We believe to be necessary or appropriate to comply with applicable law or legal process, which might include laws outside your country of residence, or to respond to requests from public and government authorities, including those outside your country of residence, for the purposes of meeting national security or law enforcement requirements, subpoenas, or court orders, or establishing or exercising Our legal rights or defending against legal claims.
Support.com and its marketing partners, affiliates, analytics providers, or customer support providers use technologies such as cookies, beacons, tags and local shared objects such as Flash LSO, HTML5 and scripts, to analyze trends, administer the website, track users' movements around the website, and to gather demographic information about Our user base as a whole. We may receive reports based on the use of these technologies by these companies on an individual and aggregated basis.
As is true of most websites, We gather Other Information automatically and store it in log files. This information includes internet protocol (IP) addresses, browser type, internet service provider (ISP), referring/exit pages, operating system, date/time stamp, and clickstream data. We use this information, which does not identify individual users, to analyze trends, to administer the website, to track users' movements around the website and to gather demographic information about Our user base as a whole. We may combine this automatically collected log information with Personal Information We collect about you. We do this to improve the services We offer you, and to improve marketing, analytics, and website functionality. If We combine Other Information with Personal Information (such as combining your name with your location), We will treat the combined information as Personal Information as long as it is combined.
Choices and Access
If you wish to subscribe to Our email updates, We will use your name and email address to send the email to you. You may choose to stop receiving Our marketing emails by following the unsubscribe instructions included in these emails.
We will try to comply with your request(s) as soon as reasonably practicable. Please note that We reserve the right to send you certain communications relating to Support.com, such as service announcements and administrative messages that are considered part of an established business relationship, without offering you the opportunity to opt-out of receiving them.
We may need to retain certain information for recordkeeping purposes and/or to complete any transactions that you began prior to requesting a change or deletion (e.g., when you make a purchase, you may not be able to change or delete the Personal Information provided until after the completion of such purchase). There may also be residual information that will remain within Our databases and other records, which will not be removed. We will respond to your request within a reasonable timeframe.
We will retain your Personal Information for as long as your account is active or as needed to provide you services, unless a longer retention period is required or permitted by law. We will retain and use your information as necessary to comply with Our legal obligations, resolve disputes, and enforce Our agreements.
Confidentiality and Security
We limit access to Personal Information about you to employees and contractors who We believe reasonably need to come into contact with that information to provide products or services to you or in order to do their jobs. We have physical, electronic, and procedural safeguards to help protect Personal Information We collect about you from unauthorized use or disclosure. When you enter sensitive information (such as a credit card number) on Our order forms, We encrypt the transmission of that information using secure socket layer technology (SSL).
No method of transmission over the Internet, or method of electronic storage, is 100% secure, however. Therefore, We cannot guarantee its absolute security. If you have any questions about security on Our website, please contact Us at firstname.lastname@example.org.
Links to Other Websites
Social Media Widgets
We ask that you not send us, and you not disclose, any sensitive Personal Information (e.g., social security numbers, information related to racial or ethnic origin, political opinions, religion or other beliefs, health, biometrics or genetic characteristics, criminal background or trade union membership) on or through the website or otherwise to Us.
BBB Code of Business Practices
Your privacy is important to Us. As a Better Business Bureau Accredited Business, We have made a commitment to follow the BBB Code of Business Practices, including the requirement to safeguard your privacy. Further information about this program is available at http://www.bbb.org/us/Business-Accreditation/. If you feel that We have violated your privacy, you may contact the BBB at: http://www.bbb.org/us/Business-Complaints/.
Privacy Complaints by Swiss Citizens
Support.com has further committed to refer unresolved privacy complaints under the Swiss Safe Harbor Principles to an independent dispute resolution mechanism, the BBB Swiss Safe Harbor, operated by the Council of Better Business Bureaus. If you do not receive timely acknowledgment of your complaint, or if your complaint is not satisfactorily addressed by Support.com, please visit the BBB Swiss Safe Harbor website at http://www.bbb.org/us/safe-harbor-complaints for more information and to file a complaint.
900 Chesapeake Drive, 2nd Floor
Redwood City, California 94063