1. Introduction
ITSERMA ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our IT service management platform.
Please read this Privacy Policy carefully. By using the Service, you agree to the collection and use of information in accordance with this policy.
2. Information We Collect
2.1 Information You Provide
We collect information you provide directly to us, including:
- Account Information: Name, email address, password, company name, and job title
- Profile Information: Phone number, profile picture, and preferences
- Payment Information: Credit card details, billing address (processed by our payment provider)
- Support Communications: Information in support tickets and emails
- User Content: Tickets, assets, comments, and other data you create in the Service
2.2 Information Collected Automatically
When you use our Service, we automatically collect certain information, including:
- Device Information: IP address, browser type, operating system, device identifiers
- Usage Information: Pages visited, features used, time spent, click patterns
- Log Data: Server logs, error reports, access times
- Cookies: Session cookies, preference cookies, analytics cookies
3. How We Use Your Information
We use the information we collect to:
- Provide, maintain, and improve the Service
- Process transactions and send related information
- Send technical notices, updates, and support messages
- Respond to your comments, questions, and customer service requests
- Monitor and analyze trends, usage, and activities
- Detect, investigate, and prevent fraudulent transactions and abuse
- Personalize and improve your experience
- Send promotional communications (with your consent)
4. Information Sharing
We may share your information in the following circumstances:
- Service Providers: With third-party vendors who assist in providing the Service (hosting, payment processing, analytics)
- Legal Requirements: When required by law or to respond to legal process
- Protection of Rights: To protect our rights, privacy, safety, or property
- Business Transfers: In connection with a merger, acquisition, or sale of assets
- With Your Consent: When you have given us explicit consent to share
We do not sell your personal information to third parties.
5. Data Retention
We retain your information for as long as your account is active or as needed to provide you services. We will also retain and use your information as necessary to:
- Comply with our legal obligations
- Resolve disputes
- Enforce our agreements
You can request deletion of your data at any time. Upon account termination, we will delete or anonymize your data within 90 days, except as required by law.
6. Data Security
We implement appropriate technical and organizational measures to protect your information, including:
- Encryption of data in transit (TLS 1.3) and at rest (AES-256)
- Regular security assessments and penetration testing
- Access controls and authentication requirements
- Employee training on data protection
- Incident response procedures
However, no method of transmission over the Internet or electronic storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.
7. Your Rights
Depending on your location, you may have the following rights:
- Access: Request a copy of your personal data
- Rectification: Request correction of inaccurate data
- Erasure: Request deletion of your data
- Portability: Request transfer of your data in a portable format
- Objection: Object to certain processing of your data
- Restriction: Request limitation of processing
- Withdraw Consent: Withdraw consent where processing is based on consent
To exercise these rights, please contact us at privacy@itsm-platform.com.
8. Cookies and Tracking Technologies
We use cookies and similar technologies to collect information and improve the Service. You can control cookies through your browser settings. The types of cookies we use include:
- Essential Cookies: Required for the Service to function
- Functional Cookies: Remember your preferences
- Analytics Cookies: Help us understand how you use the Service
- Marketing Cookies: Used for advertising purposes (with consent)
9. International Data Transfers
Your information may be transferred to and processed in countries other than your own. We ensure appropriate safeguards are in place, including:
- Standard Contractual Clauses approved by the European Commission
- Compliance with applicable data protection frameworks
10. Children's Privacy
The Service is not intended for children under 16 years of age. We do not knowingly collect personal information from children under 16. If you become aware that a child has provided us with personal information, please contact us.
11. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new Privacy Policy on this page and updating the "Last updated" date.
We encourage you to review this Privacy Policy periodically for any changes. Changes are effective when posted on this page.
12. Contact Us
If you have any questions about this Privacy Policy, please contact us:
- Email: privacy@itsm-platform.com
- Address: 123 Tech Street, Suite 400, San Francisco, CA 94105
- Data Protection Officer: dpo@itsm-platform.com
13. Additional Information for EU/EEA Users
If you are located in the European Union or European Economic Area, ITSERMA is the data controller of your personal information. Our legal basis for processing includes:
- Performance of a contract (providing the Service)
- Legitimate interests (improving the Service, security)
- Consent (marketing communications)
- Legal obligations (compliance requirements)
You have the right to lodge a complaint with a supervisory authority if you believe your rights have been violated.