Privacy Policy

Effective Date:  01/31/2012

This Privacy Policy covers the collection, use and disclosure of information collected by xMatters, Inc. (“xMatters,” “we,” “us,” “our”) through the xMatters website (www.xmatters.com) and the xMatters customer portal. It also describes the choices available to you regarding our use of your personal information and how you can access and update this information. The use of information collected through our service shall be limited to the purpose of providing the xMatters service to our clients.

xMatters has been awarded TRUSTe's Privacy Seal signifying that this privacy policy and practices have been reviewed by TRUSTe for compliance with TRUSTe’s Program Requirements and the TRUSTed Cloud Program Requirements including transparency, accountability and choice regarding the collection and use of your personal information. TRUSTe's mission, as an independent third party, is to accelerate online trust among consumers and organizations globally through its leading privacy trustmark and innovative trust solutions. The TRUSTe program covers the collection of information on our web site as well as our customer portal and does not cover information that may be collected through downloadable software available on our site.

If you have questions or complaints regarding our privacy policy or practices, please contact us at privacy@xmatters.com.  If you are not satisfied with our response you can contact TRUSTe here.

European Safe Harbor

xMatters complies with the U.S. – E.U. Safe Harbor framework and the U.S. - Swiss Safe Harbor framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of personal data from European Union member countries and Switzerland. xMatters has certified that it adheres to the Safe Harbor Privacy Principles of notice, choice, onward transfer, security, data integrity, access, and enforcement.  To learn more about the Safe Harbor program, and to view xMatters’ certification, please visit http://www.export.gov/safeharbor/.

 

Collection and Use of Information on the xMatters Web Site

We may collect the following personal information from users who visit our web site:

  • Contact Information such as name, email address, mailing address, phone number
  • Unique Identifiers such as user name and password
  • Information about your business such as company name and job title
  • Work and salary history

We use this information to

  • Assess the needs of your business to determine suitable products
  • Send you requested product or service information
  • Respond to customer service requests
  • Send you marketing communications
  • Respond to employment inquiries
  • Improve our Web site and marketing efforts
  • Conduct research and analysis

We purchase marketing data about our customers from third parties and combine it with information we have already collected to help us ensure the data is accurate and complete.

xMatters will retain your information for as long as your account is active or as needed to provide you services.  We will retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

 

Collection and Use of Information through the xMatters Service

xMatters collects information under the direction of its Clients, and has no direct relationship with the individuals whose personal data it processes. xMatters works with its Clients to help them provide notice to their customers concerning the purpose for which personal information is collected.

We collect the following kinds of personal information from our Clients:

  • Contact Information such as name, email address, mailing address, phone number
  • Unique Identifiers such as user name and password
  • Information about your business such as company name and business type

We use this information to:

  • Submit notifications, emergency warnings and updates to individuals on the behalf of our Clients
  • Send you requested product or service information
  • Respond to customer service requests
  • Administer your account
  • Send you marketing communications

xMatters will retain personal data we process on behalf of our Clients for as long as needed to provide services to our Client. xMatters will retain and use this personal information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

 

Disclosure of Information

We will share your personal information with third parties only in the ways that are described in this privacy statement.  We do not sell your personal information to third parties.

Service Providers and Sub-Processors

We may provide your personal information to companies that provide services to help us with our business activities such as submitting promotional email communications and emergency alerts to you on the behalf of xMatters. These companies are authorized to use your personal information only as necessary to provide these services to us.

xMatters may transfer personal information to companies that help us provide our service to our Clients. Transfers to subsequent third parties are covered by the provisions in this Policy regarding notice and choice and the service agreements with our Clients.

Legal Disclaimer

We may also disclose your personal information:

  • as required by law, such as to comply with a subpoena, or similar legal process
  • when we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request,
  • if xMatters is involved in a merger, acquisition, or sale of all or a portion of its assets,  you will be notified via email and/or a prominent notice on our Web site of any change in ownership or uses of your personal information, as well as any choices you may have regarding your personal information, 
  • to any other third party with your prior consent to do so

 

Access to Information and Choice
 

Data Controlled by xMatters

If your personal information changes, or if you no longer desire our service, you may correct, update, amend, delete, or ask to have it removed from a public forum, directory or testimonial on our site by making the change within your account settings or by contacting us via one of the methods listed below.  We will respond to your request to access within 30 days.

Data Controlled by our Clients

xMatters has no direct relationship with the individuals whose personal data it processes. An individual who seeks access, or who seeks to correct, amend, or delete inaccurate data should direct his query to the xMatters Client (the data controller). If the Client requests xMatters to remove the data, we will respond to their request within 30 business days.

Opt-out Preferences

Out of respect for your privacy, you may choose to stop receiving our marketing emails by following the unsubscribe instructions included in these emails, accessing the email preferences in your account settings page or by contacting us via one of the methods listed below.

 

Security

The security of your personal information and our Clients’ information is important to us.  When you enter sensitive information we encrypt the transmission of that information using secure socket layer technology (SSL).

We follow generally accepted standards to protect the personal information submitted to us, both during transmission and once we receive it.  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 web site, you can contact us via one of the methods listed below.

 

Tracking Technologies
 

Cookies

A cookie is a small text file that is stored on a user’s computer for record-keeping purposes. We, and our third party service providers, use both session ID cookies and persistent cookies.  Session cookies make it easier for you to navigate our site and expire when you close your browser. A persistent cookie remains on your hard drive for an extended period of time. You can remove persistent cookies by following directions provided in your Internet browser’s “help” file.

If you reject cookies, you may still use our site, but your ability to use some areas of our site will be limited. We do not link the information we store in cookies to any personally identifiable information you submit while on our site.

Web Beacons / Gifs

Our third party web analytics partners employ a software technology called clear gifs (a.k.a. Web Beacons/Web Bugs), that help us better manage content on our site by informing us what content is effective.  Clear gifs are tiny graphics with a unique identifier, similar in function to cookies, and are used to track the online movements of users.  In contrast to cookies, which are stored on a user’s computer hard drive, clear gifs are embedded invisibly on pages and are about the size of the period at the end of this sentence. The information gathered by clear gifs is not tied to our customers’ personally identifiable information.

 

Changes to this Privacy Policy

We may update this privacy statement to reflect changes to our information practices. If we make any material changes we will notify you or our Client by email (sent to the e-mail address specified in your account) or by means of a notice on this Site prior to the change becoming effective. We encourage you to periodically review this page for the latest information on our privacy practices.

Additional Information

Links to 3rd Party Sites

Our Site includes links to other web sites whose privacy practices may differ from those of xMatters. If you submit personal information to any of those sites, your information is governed by their privacy statements. We encourage you to carefully read the privacy statement of any Web site you visit.

Blog / Forum

Our web site offers publicly accessible blogs or community forums. You should be aware that any information you provide in these areas may be read, collected, and used by others who access them. To request removal of your personal information from our blog or community forum, contact us via one of the methods listed below.  In some cases, we may not be able to remove your personal information, in which case we will let you know if we are unable to do so and why.

Testimonials

With your consent we may post your testimonial along with your name.  If you wish to update or delete your testimonial, you can contact us via one of the methods listed below.

Public Profiles

The profile you create on our site will be publically accessible unless otherwise indicated.  You may change the privacy settings of your profile through your account portal. If you wish to request removal of your information from our directory or to deactivate your profile, you can contact us via one of the methods listed below.

Referrals

If you choose to use our referral service to tell a friend about our site, we will ask you for your friend’s name and email address.  We will automatically send your friend a one-time email inviting him or her to visit the site.  xMatters does not store this information for additional purposes.

 

Contact Us

Your privacy is extremely important to us.  Please send all privacy concerns to privacy@xmatters.com.  Additional contact information can be found here.

TRUSTe European Safe Harbor certification