THE CLICK4ASSISTANCE WEB CHAT AND LIVE CHAT SOFTWARE PRIVACY POLICY

This Policy applies to you if you visit a website which is has the Click4Assistance solution implemented. The organisation or individual whom have responsibility of the website are considered to be business customers of Click4Assistance.

Please note, Click4Assistance customers may also implement the Click4Assistance solution on other 3rd party sites such as social media; or within electronic documents and emails.

This policy applies whether you are using a computer, tablet or mobile device.

To access the privacy policy for visitors using the Click4Assistance website, please click here.

Definitions

“Visitor(s)” or “You” - The individual browsing a website which has the Click4Assistance solution implemented upon.

“Click4Assistance” – The organisation that provides the Click4Assistance solution and its individual services. They are considered to be the data processor under the Data Protection Act 1998 and/or the General Data Protection Regulations.

“Click4Assistance Customer(s)” or “Customer” – The organisation or individual which are business customers or trialists of Click4Assistance. Their website would usually have implemented the Click4Assistance solution and are using at-least 1 of the Click4Assistance services. They are considered to be the data controller under the Data Protection Act 1998 and/or the General Data Protection Regulations.

“Click4Assistance Solution” – The solution provided by Click4Assistance which includes a number of services, these services include but are not limited to, Live Chat, Video Chat, smartContact, Click2Call, Meeting Rooms, Promotions and Visitor Activity.

“Personal Information” - Is considered to include data that when used alone or in conjunction with other data may be used to identify or contact you. Types of personal information may include but is not limited to, name, email address, phone number, postal address and IP.

Who is Click4Assistance

We are Click4Assistance, the UK’s premier provider of live chat and online communication. Click4Assistance is a limited company (no. 5322233). The registered address is 11 Lords Court, Cricketers Way, Basildon, Essex SS13 1SS.

Click4Assistance is an Application Service Provider (ASP), offering various services as part of its solution all of which are delivered via software-as-a-service (Saas). Our production systems and servers are located in Equinix, UK based data-centres.

As an Application Service Provider (ASP) our systems collect information from visitors that use our customers’ websites. Under the Data Protection Act 1998 and/or the General Data Protection Regulations, Click4Assistance is considered to be the data processor, the Customer is considered to be the data controller.

The Click4Assistance Solution

The Click4Assistance solution includes several services which enable our customers to engage with visitors on the website, these include, but are not limited to, Live Chat, Video Chat, Click2Call, smartContact, Meeting Rooms, Promotions and Visitor Activity.

Each of these services can be fully customised and configured based on the requirements of the customer using the Click4Assistance solution; configuration allows each customer to collect any type information from the visitor, which could be personally identifiable.

In order to engage with visitors, the Click4Assistance solution has the ability to track visitors while they browse the website, this works in a similar way to Google Analytics.

What data is collected and how

During Communication

When a visitor engages with a customer using one of the Click4Assistance services, the visitor is usually asked to provide personal information. This information can be collected by various forms, or gather by the customer’s representative during a chat conversation. By providing information, you consent to Click4Assistance collecting and processing this information as outlined in this policy.

Based on the contract agreements between Click4Assistance and its customers, transcripts of the chat, emails, voice recordings, video and other personal information between the visitor and the Click4Assistance customer will be stored, maintained and backed-up on the Click4Assistance systems.

During a Browser Session

Similar to Google Analytics, when a visitor hits a customer’s web-page, information regarding the visitor is collected. By default, the only personally identifiable information collected would be the IP address.

There are 2 optional services that can be used by the customer which have the potential to collect personal identifiable information. These services enable the customer to monitor and report on conversions that take place on the website, and automatically create a record using the visitors contact details.

Cookies

Like many other services, the Click4Assistance solution uses cookies. 'Cookies' are small pieces of information sent by an organisation to your computer and stored on your hard drive to allow that website to recognise you when you visit. They collect statistical data about your browsing actions and patterns and do not identify you as an individual unless the prospect system is being used. This helps Click4Assistance to provide useful functionality to its customers and deliver a more personalised service.

Details of the cookies used by the Click4Assistance solution:

Name Purpose Type / Duration
_C4AP Used to identify if the visitor is new or returning, includes historic activities such as when/if a chat has started, hotspot hit or conversion occurred. Persistent 31/Dec/2030
_C4AS Used to hold information about the Click4Assistance tools and proactive rules. Session
_C4ATestP Used to determine if the browser allows persistent cookies to be stored. Persistent (Expires immediately) 01/Jan/1970
_C4ATestS Used to determine if the browser allows session cookies to be stored. Persistent (Expires immediately) 01/Jan/1970

It is possible to switch off cookies by setting your browser preferences. Turning cookies off may result in a loss of functionality when using any of the Click4Assistance services.

How is the data used

Chat, Video and Data collection forms

The Click4Assistance solution may access and use personal information including the actual chat transcript, video and voice recording and all other data collected on its forms to deliver, maintain and support the service provided to the customer.

Third-party providers used by Click4Assistance may also have access to the above data to facilitate the delivery, maintenance and support of their service.

Click4Assistance customers have access to the above data, which includes the ability to email, copy and download. Click4Assistance has no control over the privacy practices of their customers.

Website browsing

Device and browser information including cookies are used to determine whether the Click4Assistance service is available during your browser session, allowing you to engage with the customer, or the customer to engage proactively with you either manually or automatically.

Device, browser and cookie information can also be used to determine if a visitor has browsed the website before, and allows data analysis together with detailed and summarised reporting to be collated, printed, emailed or downloaded. Using publically available location data, the Click4Assistance solution will attempt to determine your geographical location based on IP address.

Summarised Information

Data is aggregated to provide customers useful metrics regarding each of the services. Click4Assistance will also use this summarised information to provide quality of service, ensure server and bandwidth capacity is maintained and security measures are adhere too.

Third Parties

Click4Assistance does not sell, trade or rent any personal information, including the contents of any transcript for direct marketing or any other purposes.

Legal Disclosure

Click4Assistance may disclose personal information if it reasonably believes that:

  1. It’s necessary to comply with a legal process or legal requirements by a government body
  2. Would potentially mitigate our liability in an actual or potential lawsuit
  3. Is necessary to enforce this Privacy Policy, our Terms of Use or our agreement with a customer
  4. Is intended to investigate and prevent unauthorized transactions or other illegal activities
  5. Is otherwise necessary or appropriate to protect our rights or property, or the rights or property of any person or entity.

How the data is protected

When you provide personal information, we take steps to ensure that it’s treated securely.

During transit, all data is encrypted using 256bit SSL, this is the same level of encryption used by pages that collect credit card details.

All personal information including the actual transcript which takes place during the chat conversation is stored within the Click4Assistance databases using AES encryption. Access to this data can only be gained by individuals nominated by the customer with the relevant user access and permissions, together with key staff at Click4Assistance for support, maintenance and security purposes.

To carry out our obligations arising from any contracts entered into by Click4Assistance and their customers, Click4Assistance review retention periods for personal information on a regular basis. Click4Assistance will hold your personal information on their systems based on their contractual agreement and obligations.

As part of the Click4Assistance services offered, the information the visitor provides from within the EU will never be transferred outside the European Union (“EU”). If the visitor use our services while outside the EU, personal information may be transferred outside the EU in order to provide you with those services.

Data is backed-up in it encrypted state in a UK based data centre.

The Click4Assistance solution is used by customers on their website. Click4Assistance is not responsible and has no control of the privacy practices of any customers or any third parties.

Do to the nature of the Internet and constant changes, while we strive to protect your personal information, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk

Additional Terms

Click4Assistance complies with the Data Protection Act 1998 https://www.gov.uk/data-protection, and GRPR https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/

Click4Assistance may transfer your personal information to a third party as part of a sale of some or all of the business and assets to any third party or as part of any business restructuring or reorganisation, or if we’re under a duty to disclose or share your personal data in order to comply with any legal obligation or to enforce or apply our terms of use or to protect the rights, property or safety of our customers. However, we will take steps with the aim of ensuring that your privacy rights continue to be protected.

If you are browsing from a country outside the UK with laws that govern the collection of data, please note your data will be transferred and stored within the UK, by using the Click4Assistance services and providing personal information you consent to the transfer and storage of data.

Use and acceptance

By using the Click4Assistance solution and any one of the services provided through the solution, you agree to this policy. If you do not agree with this policy you must not use any of the services provided by the Click4Assistance solution.

16 or Under

Click4Assistance services are designed for businesses and individuals over 18. Click4Assistance are concerned to protect the privacy of children aged 16 or under. If you are aged 16 or under‚ please get your parent/guardian's permission beforehand whenever you provide us with personal information.

Contact Us

Any questions regarding this Policy and our privacy practices should be sent by email to theteam@click4assistance.co.uk or by writing to 11 Lords Court, Cricketers Way, Basildon, Essex SS13 1SS. Alternatively, you can telephone 0845 123 5871.

Changes

Click4Assistance keep this Policy under regular review and therefore it may alter from time to time so please check this page occasionally to ensure that you’re happy with any changes. By using the click4assistance solution, you’re agreeing to be bound by this Policy.

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