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MadCap Software Privacy Policy

Last Revised: May 9, 2018

MadCap Software is committed to protecting your data privacy and security. We collect personal information in order to provide our industry-leading products, services and support that you request (collectively, our “Services”). The following privacy statement explains the collection, dissemination and use of your personal data. It is our policy to never share personally identifiable information to unrelated third parties.

We strongly believe in both minimizing the data we collect and limiting its use and purpose to only that (1) for which we have been given permission, (2) as necessary to deliver the Services you purchase or interact with, or (3) as we might be required or permitted for legal compliance or other lawful purposes.

Scope of this privacy policy.

This privacy policy applies to all personal data processed by full-time and part-time employees, volunteers when acting on behalf of MadCap Software, contractors and partners doing business on behalf of MadCap Software, as well as all legal entities, all operating locations in all countries, and all business processes conducted by MadCap Software. If you have consented to our use of information about you for a specific purpose, you have the right to change your mind at any time, but this will not affect any processing that has already taken place.

If at any time you have questions about our practices or any of your rights described below, you may reach our Data Protection Officer and our dedicated team that supports this office by contacting us at privacy@madcapsoftware.com. This inbox is actively monitored and managed so that we can deliver an experience that you can confidently trust.

What information do we collect?

We collect information so that we can provide the best possible experience when you utilize our Services. MadCap Software collects the following personal data in line with the use purposes explained in a subsequent section:

  • Name
  • Address
  • Telephone number
  • Email address
  • Online profile data and usage
  • Communication information including MadCap Software’s technical support and customer support communications
  • Purchasing and payment information
  • Registration and participation in MadCap Software events and activities
  • Subscription preferences
  • Information about the device(s) you use
  • Information about service usage
  • Cookies
  • Authentication data
  • Location information
  • Other information you upload or provide to us

This information is collected on web pages using encryption technology to help prevent any third party from intercepting the information.

How do we use your information?

MadCap Software uses (and, where specified, shares) your personal information for the following purposes:

To follow-up on product trial download requests. When requesting product information or a trial of our software, you may be asked to provide your email address, telephone number, location, company name and whether you would like to request a product demonstration. MadCap Software uses this personal information to send you the download link of the product(s) requested via email and to engage with you regarding product information, pricing and subscription information, order details, as well as to send you information regarding event participation and other marketing related activities. By providing this information, you are agreeing that MadCap Software can contact you, send you important information about our products, including new product updates and releases. You may opt out of our email communication at any time here.

To process transactions. MadCap Software uses personal information such as financial, credit card and payment information to process your order and may need to share some of this information with delivery services, credit card processing companies, and other third parties to complete the transaction. Your credit card information is only used for completing the purchase transaction and is retained only as necessary for administration purposes.

To provide assistance through any of our support channels. You may choose to submit information regarding an issue you are experiencing with our Services. Whether you designate yourself as a technical contact, open a support ticket, speak to one of our technical support or customer service representatives directly or otherwise engage with our support team, you will be asked to provide any of the following: contact information, a summary of the problem you are experiencing, project data, device information, documentation of the issue you are having, screenshots or information that would be helpful in resolving the issue. This information is never disclosed to any third party and may be used to assist in resolving an issue you may experience with our products.

To market, promote and drive engagement with our Services: We use your contact information and information about your needs and how you use our products to send you communications that may be of specific interest to you, including by email and by displaying MadCap Software ads on other companies' websites and applications, as well as on platforms like Facebook and Google. These communications are aimed at driving engagement and maximizing what you get out of our Services, including information about new features, survey requests, newsletters, and events we think may be of interest to you. You may opt out of our email communication at any time here.

To provide online forums and social networks. Some services available on the websites permit you to participate in interactive discussions, post comments, opportunities, or other content to a blog or exchange, or otherwise engage in networking activities. Some of these services are moderated; all may be accessed for technical reasons (for example, for improvements or fixes). MadCap Software does not control the content that users post to these forums or social networks. You should carefully consider whether you wish to submit personal information to these forums or social networks and tailor any content you submit appropriately and in accordance with the relevant terms of use. You should also review any additional terms and conditions that may govern your use of these services, including terms related to sharing your personal information and receiving communications.

To administer products. MadCap Software may contact you if you purchase products to confirm certain information about your order (for example, that you did not experience problems in the download process). We may also use this information to confirm compliance with licensing and other terms of use and may share it with your company or institution.

To select content, improve quality, and facilitate use of the websites. MadCap Software may use your personal information, including the information gathered as a result of site navigation and electronic protocols and cookies (including third-party cookies), to help create and personalize website content, improve website quality, track marketing campaign responsiveness, evaluate page response rates, conduct usability testing, and facilitate your use of the websites (for example, to facilitate navigation and the login process, avoid duplicate data entry, enhance security, keep track of shopping cart additions, and preserve order information between sessions).

To assess usage of our Services. MadCap Software may track your usage of our Services (e.g., MadCap Central) to determine your level of usage, and those usage statistics may be made available to MadCap Software’s hosting provider and your company or institution.

To communicate with you about a meeting, conference, or event. We may communicate with you about a meeting, conference, or event hosted or co-sponsored by MadCap Software or one of our partners. This may include information about the event's content, event logistics, payment, updates, and additional information related to the event.

To engage with third parties. MadCap Software may share your personal data with third parties in connection with services or training that these individuals or entities perform for or with MadCap Software. These third parties are restricted from using this data in any way other than to provide services for MadCap Software or for the collaboration in which they and MadCap Software are contractually engaged (for example, hosting a MadCap Software database or engaging in data processing on MadCap Software’s behalf, mailing you information that you requested, training, consulting or translation services you requested). These third parties are carefully selected by MadCap Software and obligated to keep your data secure.

To get feedback or input from you. In order to deliver products and services of most interest to our customers, from time to time, we may ask members, customers, volunteers, and website visitors to provide us input and feedback (for example through surveys, usability studies, focus groups).

How we share information.

Our policy is not to disclose personally identifiable information to unrelated third parties unless required to do so by law or legal process.

Sharing with third parties:

Service providers. We work with third-party service providers to provide website and application development, hosting, maintenance, backup, storage, virtual infrastructure, payment processing, analysis and other services for us, which may require them to access or use information about you. If a service provider needs to access information about you to perform services on our behalf, they do so under close instruction from us, including policies and procedures designed to protect your information.

Affiliated companies and partners. MadCap Software may share your personal data with third parties in connection with services or training that these individuals or entities perform for or with MadCap Software. These third parties are restricted from using this data in any way other than to provide services for MadCap Software or for the collaboration in which they and MadCap Software are contractually engaged (for example, training, consulting or translation services you requested). These third parties are carefully selected by MadCap Software and obligated to keep your data secure.

With your consent. We share information about you with third parties when you give us consent to do so. For example, we often display personal testimonials of satisfied customers on our public websites. With your consent, we may post your name alongside the testimonial.

Responses to legal requests:

MadCap Software reserves the right to share your information to respond to duly authorized information requests of governmental authorities or where required by law.

In the event of bankruptcy, merger, acquisition, reorganization or sale of assets, your information may be sold or transferred as part of that transaction. The promises in this privacy policy will apply to your information as transferred to the new entity.

Sharing with other MadCap Central users on your account:

When you use MadCap Central and related Services, we share certain information about you with other MadCap Central users within your account and your account only.

For collaboration. You can create content, which may contain information about you, and grant permission to others to see, share, edit, copy and download that content based on settings you or your administrator (if applicable) select. Some of the collaboration features of MadCap Central display some or all of your profile information to other MadCap Central users when you share or interact with specific content. For example, when you edit or comment on a MadCap Central page, we display your profile picture and name next to your comments so that other users with access to the page know who made the comment. When you send a Slack message to another user, the recipient can view any information in your profile card. Similarly, when you publish a Flare project, your name is displayed as the author and other MadCap Central users can view your profile information as well. Please be aware that some content like Flare projects and pages can be made publicly available, meaning any content posted, can be publicly viewed and indexed by and returned in search results of search engines. You can confirm whether certain projects are publicly visible by contacting the relevant administrator.

Managed accounts and administrators. If you register or access MadCap Central using an email address with a domain that is owned by your employer or organization, certain information about you including your name, profile picture, contact info, content and past use of your account may become accessible to that organization’s administrator and other MadCap Central users sharing the same domain. If you are an administrator for a particular site or group of users within MadCap Central, we may share your contact information with current or past MadCap Central users, for the purpose of facilitating MadCap Central related requests.

Community forums. Our websites offer publicly accessible links to other blogs and forums. You should be aware that any information you provide on these websites – including profile information associated with the account you use to post the information – may be read, collected, and used by any member of the public who accesses these websites. Your posts and certain profile information may remain public even after you terminate your account. We urge you to consider the sensitivity of any information you input into these blogs and forums. To request removal of your information from publicly accessible websites operated by us, please contact us as provided below. In some cases, we may not be able to remove your information, in which case we will let you know if we are unable to and why.

Data storage and security.

Information storage and security. We use Microsoft Azure as our data hosting service provider. For more information on where we store your information, back-up and storage, please see the MadCap Central Security Whitepaper here.

While we implement safeguards designed to protect your information, no security system is impenetrable and due to the inherent nature of the Internet, we cannot guarantee that data, during transmission through the Internet or while stored on our systems or otherwise in our care, is absolutely safe from intrusion by others.

How long we keep information. How long we keep information we collect about you depends on the type of information, as described in further detail below. After such time, we will either delete or anonymize your information or, if this is not possible (for example, because the information has been stored in backup archives), then we will securely store your information and isolate it from any further use until deletion is possible.

Account information. We retain your account information for as long as your account is active and a reasonable period thereafter in case you decide to re-activate cloud services.

Information you share on MadCap Central. If your account is deactivated or disabled, some of your information and the content you have provided will remain in order to allow your team members or other users to make full use of the MadCap Central account. For example, we continue to display messages you sent to the users that received them and continue to display content you provided.

Managed accounts. If MadCap Central is made available to you through an organization (e.g., your employer), we retain your information as long as required by the administrator of your account.

How can you control your information?

You can control the information we have about you and how we use it in several ways.

If you are a registered user, and previously been in contact with MadCap Software you can review, revise, and correct the personal data that you have provided to MadCap Software at any time via email at customerservice@madcapsoftware.com.

Data portability. Data portability is the ability to obtain some of your information in a format you can move from one service provider to another (for instance, when you transfer your mobile phone number to another carrier). Depending on the context, this applies to some of your information, but not to all of your information. Should you request it, we will provide you with an electronic file of your basic account information and the information you create on the spaces you under your sole control, such as your personal MadCap Central account.

Delete your information. Our Services and related documentation give you the right to delete any information on our systems that are not required for you to continue using our products. Please note, however, that we may need to retain certain information for record keeping purposes, to complete transactions or to comply with our legal obligations.

Access and update your information. Our Services and related documentation give you the ability to access and update certain information about yourself. For example, you can access your profile information from your account and search for content containing information about yourself on our systems. You can update your profile information within your profile settings and modify content that contains information about you within MadCap Central, and can request any other information you provide to us to be updated.

Deactivate your account. If you no longer wish to use MadCap Central, you or your administrator may be able to deactivate your user account. If you can deactivate your own account, that setting is available to you in your account settings. Otherwise, please contact your administrator. If you are an administrator and are unable to deactivate an account through your administrator settings, please contact MadCap Software Technical Support. Please be aware that deactivating your account may not delete your information; your information remains visible to other Service users based on your past participation within the Services. For more information on how to delete your information, see below.

Request that we stop using your information. In some cases, you may ask us to stop accessing, storing, using and otherwise processing your information where you believe we don't have the appropriate rights to do so. For example, if you believe a MadCap Central account was created for you without your permission or you are no longer an active user, you can request that we delete your account as provided in this policy. Where you gave us consent to use your information for a limited purpose, you can contact us to withdraw that consent, but this will not affect any processing that has already taken place at the time. You can also opt-out of our use of your information for marketing purposes by contacting us, as provided below. When you make such requests, we may need time to investigate and facilitate your request. If there is delay or dispute as to whether we have the right to continue using your information, we will restrict any further use of your information until the request is honored or the dispute is resolved, provided your administrator does not object (where applicable). If you object to information about you being shared with a third-party app, please disable the app or contact your administrator to do so.

Opt out of communications. You may opt out of receiving promotional communications from us by using the unsubscribe link within each email, or by contacting us as provided below to have your contact information removed from our promotional email list or registration database. You will, however, continue to receive transactional communications from us regarding any active Services.

Turn off cookie controls. Various browser-based cookie controls are available and can be turned off at any time. See below for more information on cookies and how we use these.

Send "Do Not Track" signals. Some browsers have incorporated "Do Not Track" features that can send a signal to the websites you visit indicating you do not wish to be tracked. Because there is not yet a common understanding of how to interpret the DNT signal, our websites do not respond to DNT consumer browser settings.

Other important privacy information.

Personal data about minors and children. MadCap Software does not knowingly collect data from or about children under 16 without the permission of parent(s)/guardian(s). If we learn that we have collected personal information from a child under 16, we will delete that information as quickly as possible. If you believe that we might have any information from or about a child under age 16, please contact us.

External links behavior. Some of MadCap Software's websites link to other sites created and maintained by other public and/or private-sector organizations. MadCap Software provides these links solely for your information and convenience. When you transfer to an outside website, you are leaving the MadCap Software domain, and MadCap Software's information management policies no longer apply. MadCap Software encourages you to read the privacy statement of each external website that you visit before you provide any personal data.

Cookies. Cookies are electronic placeholders that are placed on your device by websites to track your individual movements on that website over time. MadCap Software uses both session-based cookies (which last only for the duration of the user's session) and persistent cookies (which remain on your device and provides information about the session you are in and waits for the next time you use that site again). This information is anonymous and we use this information only internally. We never give away this information about our users to third parties.

These cookies provide useful information to MadCap Software, enabling us to recognize repeat users, facilitate the user's access to and use MadCap Central and our sites, allows us to track usage behavior, and to balance the usage of our websites on all MadCap Software web servers.

Tracking cookies, third-party cookies, and other technologies such as web beacons may be used to process additional information, enable non-core functionalities on the MadCap Software website and enable third-party functions (such as a social media "share" link). We may also include web beacons and other similar technology in promotional email messages to determine whether the messages have been opened.

How will you know if the Privacy Policy is changed?

MadCap Software may update its Privacy Policy from time to time. If we make any material changes we will notify you by email, or by means of a notice on this website prior to the change becoming effective. We encourage you to periodically review this page for the latest information on our privacy practices.

MadCap Software privacy officer and collaboration with authorities.

MadCap Software has appointed and mandated a privacy officer who represents the regulatory authorities inside the MadCap Software organization, and in return represents MadCap Software to regulatory authorities.

The MadCap Software privacy officer will ensure proper communication with the relevant regulatory authority for privacy. The privacy officer will lead investigative action, complaint handling and data breach notification. The privacy officer will also monitor regulatory changes and consult the regulatory authority where implementation of a regulatory or technological change leads to doubt.

European Union privacy rights.

Under the General Data Protection Regulation (Regulation EU 2016/679) (also known as GDPR), if you are an individual protected by the GDPR you may have certain rights as a data subject. To request information about or avail yourself of those rights, please send an email to privacy@madcapsoftware.com with "GDPR Request" in the subject line. In the email please describe, with specificity, the GDPR right you are requesting assistance with. Please note additional information may be requested prior to initiation of a request and that MadCap Software reserves the right to charge a fee with respect to certain requests. Upon MadCap Software’s completion of its review you will be notified if your request has been granted, denied, or exemptions apply.

For more information about our GDPR compliance, click here.

California privacy rights.

Under California Civil Code Section 1798.83 (also known as S.B. 27), if you are a California resident and your business relationship with MadCap Software is primarily for personal, family, or household purposes, you may request certain data regarding MadCap Software’s disclosure, if any, of personal information to third parties for the third-parties’ direct marketing purposes. To make such a request, please send an email to privacy@madcapsoftware.com with "Request for California Privacy Information" in the subject line. You may make such a request up to once per calendar year. If applicable, we will provide you, by email, a list of the categories of personal information disclosed to third parties for their direct marketing purposes during the immediately preceding calendar year, along with the third parties' names and addresses. Please note that not all personal information sharing is covered by S.B. 27's requirements.

Contact us.

If you have any questions or concerns about this Privacy Policy or about the use of your personal information, please feel free to contact us by email at privacy@madcapsoftware.com.

Contact information:

MadCap Software, Inc.

7777 Fay Avenue, Suite 210

La Jolla, CA, USA 92037

Email: privacy@madcapsoftware.com

Phone: +1 (858) 320-0387