Posted on: 2018-05-01 Last updated: 2018-12-28

Data collection from Users

When using our Services or interacting with our website or app, you provide us with data which may also include your personal data. Here is details about the data we collect, why, how, and for how long. Your rights are also explained further down.

    1. Data that you actively provide to us

      Some of the data you provide is actively and deliberately done by you. To register an account, you have two choices:
      – Either use our registration form and enter a custom “user name”, “your email address”, and a personal “password”. – Or use available 3rd parties such as Google, Facebook, or Linkedin to register and authenticate yourself.

        1. When you create an account

          1. WHAT data we collect and HOW
            To use SurveyLegend’s Services, you must create an account. This is the personal data about you, which we collect and save in our system when you register: Information from third parties We may receive your personal information or data from third parties if you have given permission to those third parties to share your information with us (for example, you have the option of registering and signing into SurveyLegend with your Google or Facebook account details. If you do this, the authentication of your logon details is handled by Google or Facebook (depending on who you used when you created an account at SurveyLegend) and we only collect information about your Google or Facebook account that you expressly agree to share with us at the time you give permission for your SurveyLegend account to be linked to your Google or Facebook account.
            1. Your username (only visible to admins of SurveyLegend’s website)
            2. Your real name or nickname that you have specified in the 3rd party providers (only if you use the 3rd party providers to create the account, and only visible to admins of SurveyLegend’s website)
            3. Your email address (only visible to admins of SurveyLegend’s website)
            4. Your password (will be encrypted and therefore not visible or accessible to admins or other employees)
          2. WHY we collect this data
            Personal data and other user information collected by SurveyLegend is used in order to:
              1. complete the user registration and activate your account,
              2. ensure your access to SurveyLegend’s services and products,
              3. make easier sign up and log in, if you decide to link your SurveyLegend account to a third party account (like your Facebook or Google account), we use the information you allowed us to gather from those third parties to facilitate the account creation and login process.
            contact you about our service or your account, by sending you emails of a transactional nature for example service-related news, billing-related information, changes to our services or terms and privacy, a welcome email when you first register). You can’t opt out of these communications since they are required to provide our services to you.
            1. send you email notifications about performance of your surveys
            2. carry out our obligations and enforce our rights arising from any contracts entered into between you and us.
            3. prevent potentially illegal activities according to our terms of use,
            4. screen for and prevent undesirable or abusive activities according to our terms of use,
            5. identify who you are:
              1. identify which company or organization you are from (in case you use a company email to register), to be able to showcase our customers in our website or external communication material
              2. identify which NGO you are from (in case you use an email address from your NGO to register), to be able to approve your subscription when you apply for a NGO discount,
              3. identify which university or school you are from (in case you use a student or staff email address from educational institutes), to be able to approve your subscription when you apply for a Student / Teacher discount,
          3. How we USE this data
            We use your personal information for your own benefit. For example to provide a good service to you and make sure our systems work as they should. You can see this in the previous section. We do not have any intentions to misuse these information, and will never share them with any third parties unless you give us your consent, or unless it is required by law. Sometimes we might use your personal data in a way that is not necessarily benefiting you, and may be benefiting our company or the society:
            1. We may use the domain section of your email address (e.g. @your-company.com) to identify which company, organization, or educational institutes are using our Services, to be able to showcase our customers in our website or external communication material, as explained in our terms,
            2. During the time that you are our user, we may send you a few messages which may have promotional nature. You may opt out of these communications at any time by clicking on the “unsubscribe” link in email that you receive and following respective steps.
            3. We the law requires us, we may respond to legal requests or prevent fraud. We may need to disclose any information or data we hold about you. If we receive a subpoena or other legal request, we may need to inspect the data we hold to determine how to respond, according to our terms of use,
          4. HOW LONG we keep this data
            1. We keep this personal data as long as you have an account at SurveyLegend.
            2. As soon as you manually delete your account, this information will be permanently deleted from our servers.
            3. If we intentionally delete your account due to a breach of our terms and privacy by you (as explained in the account termination section of our Terms), the data will be permanently deleted from our servers.

        1. When you create surveys and collect responses

          1. WHAT data we collect and HOW
            When you create questionnaires, you naturally type questions or upload pictures to be used in questions or answer choices. Also, when you send out your surveys to your target audience, they will manually enter information or upload files while answering your questions. This data that you as a SurveyLegend user, or your respondents manually enter to our system will be securely saved on our data centers hosted by DigitalOcean LLC, which are physically located in EU (Frankfurt Germany) and follow GDPR law. The DigitalOcean’s servers are used for data storage in databases and as digital files. Before the data is saved in our DigitalOcean servers, it temporarily passes through service made by Google called Firebase. Firebase is used as an intermediate database for storing surveys and responses, and data for charts. Before the data reaches and gets saved on our European servers, it is temporarily passed and processed through Google Cloud servers that abide by the European Union (EU) data protection directive. However, as soon as the data is processed there (which normally takes just a few seconds), it will be transferred and saved on our servers and immediately deleted form Google Cloud Servers. You can read more about 3rd party services and data processors that SurveyLegend uses
          2. WHY we collect
            To enable you to create questionnaires, share them with your audience, and collect responses. And also to generating charts of collected responses to display them to you.
          3. How we USE this data
            We DO NOT use this data in any way. You as the account owner or the creator of the survey (who might also be the Data Controller and Data Processor) or your sub-processors, will use this data.
          4. HOW LONG we keep this data
            As long as you decide to delete them:
            1. by permanently deleting your account, or
            2. by deleting the survey that has your questions and has gathered responses, or
            3. by deleting individual responses

        1. When you contact us

          You can contact us through different ways, for example using online contact forms spread across our services and website such as our support page, contact page, our social media channels such as Facebook, Twitter, GooglePlus, Instagram, LinkedIn, or using our Live Chat.
          1. WHAT data we collect and HOW
            It depends on how you contact us.
            1. If you use social media, we naturally see your name or nickname, and your profile picture; and if you have shared your profile info publicly (such as your job, age, etc) it is also visible to us (but we don’t look at people’s profiles). We don’t collect or save this data in that sense, as it is displayed by the social media service.
            2. If you use our online contact forms, we ask for your name and email.
            3. If you use our LiveChat, we ask for your name and email. Our LiveChat conversation history and other data and we automatically collect about you (explained further down) is encrypted and stored on LiveChat’s data centers located in Europe, only visible by our support agents. At the time of writing this document, LiveChat is working on becoming fully compliant with GDPR, and we are working on signing a “Data Processing Agreement” with them.
            4. and of course what you write to us is also collected.
          2. WHY we collect
            1. Names and emails are collected for us to be able to contact you, and or find or conversation history, for example if we have a support conversation with you.
          3. How we USE this data
            1. To give you customer support, which requires us to access your information to assist you (for instance with making or designing online surveys or for technical troubleshooting).
            2. Save records of our conversations with you to be able to get back to you again, when we have answer to your questions, if we couldn’t provide a satisfactory answer right away.
            3. Transfer your support requests or support tickets to our development team, in case their engagement is required to solve your problem. For instance when you report a bug, or some feature does not work specifically for your account.
            4. To create new services, features or content. We may use your feedback, feature requests, or complaints, to create and provide new services, features or contents, or to fix bugs and troubleshoot product functionality.
          4. HOW LONG we keep this data
            As long as you deliberately ask us to delete our conversations. Otherwise, they will remain in our email system or LiveChat history.

        1. When you pay for a subscription

          1. WHAT data we collect and HOW
            When you upgrade your account to a payed subscription, you will be required to enter your payment information. This step of the payment is handled either by PayPal or Stripe (credit cards). This is based on your own preferred payment method that you manually choose in the checkout page. In our Stripe dashboard, we can see an overview of all transactions and users who have paid us, but this data is without provided credit/payment card information, as they are encrypted and safely stored in Stripe’s data centers. They only thing we may be able to see is user’s credit/payment card type, for instance Visa, Master, or American Express. We will not be able to “see” or “save” your payment data, since the payment is processed by Stripe or PayPal. So, you can feel safe because nobody at SurveyLegend can see the payment details.
            1. Our payment system saves is your payment preference.
            2. For making payments, personal information such as cardholder’s name, billing address, VAT number, and email are required and saved in our system.
          2. WHY we collect
            the mentioned collected information are used:
            1. for accounting and bookkeeping purposes
            2. to enable us pay tax to the right countries or states, when applicable.
            3. generate and send receipts of the transactions
            4. Also our payment system saves is your payment preference. This is because the system will charge your bank account or PayPal account at the beginning of every subscription period.
          3. How we USE this data
            1. to get an understanding of our performance and popularity in different countries
            2. accounting and bookkeeping
            3. to pay taxes
          4. HOW LONG we keep this data
            According to Swedish Tax Agency’s law, companies are required to keep accounting information for a minimum of 7 years, but we may keep them for a long period of time.

      1. Other data you deliberately share

        1. WHAT data we collect and HOW
          We may gather your personal information or data if you submit it to us in other contexts. For example, if you provide us with a testimonial of your experience using SurveyLegend (via direct contact, public social media posts, or review platforms), or when participate in a SurveyLegend contest.
        2. WHY we collect
          To contact you if needed, for example to solve a problem you may have experienced, to thank you for your nice words or feedback, or to send you a gift
        3. How we USE this data
          To showcase what our users think and say about us, or to publish the winner list of a SurveyLegend contest.
        4. HOW LONG we keep this data
          Until you deliberately ask us to delete it

    1. Data that we automatically collect about you

      Just like all other companies which sell digital services or products, we need to know how people use our website or app. This is achieved through using analytics and tracking tools in our website and app. These terms may sound scary and connote a negative message. But we can assure you that we don’t do anything evil here.
      1. WHAT data we collect and HOW
        1. Through Google Analytics: Both on our website and in our app, we use a service from Google which is called Google Analytics. Google Analytics is used for tracking page views and user behaviour within SurveyLegend services. We may collect device information such as device type, operating system and browser version.Important to know that data is kept in Google’s systems and is not used to track individual users only to get an overview of large groups of users. Google Analytics shows us general information which are not personally identifiable! For example, we cannot not see who exactly has searched for which keyword on Google to find our website, or we can never know which one of our current visitors lives exactly where. As explained in the previous sections, we just see general behavior of our visitors or users, which countries they are from, which pages on our website are mostly visited, what devices (computers, tables, or smartphones) or web browsers (Chrome, Safari, Firefox, etc..) are used to access our site or app, and things like that. Another thing we can notice is generic browsing patterns, for instance users who come to page A, usually go to page B, and then from there go to page C, an then X% of them will create an account. So here is nothing personal.
        2. Through LiveChat: We are also known to provide a superior live chat support both to our users and website visitors. To accomplish this, we use a tool called Livechat. This application has an built-in tracking system that provides us with some data and insights about users and their way of surfing our site or app, which we will explain below.As a visitor or a SurveyLegend user, you do not have to use the live chat support. But if you decide to use it, you will be asked to provide your name and email address. As soon as the chat session starts, our support agent will be able to see the following pieces of information about you:
          – your email (which you type yourself) – your name (which you type yourself) – your public IP address which shows your country and country – your local time – your browser model and version – your operating system – whether you are a new user, a paying user, or a returning visitor – whether we have chatted before, and the chat history in this case – which web-page in our site or which pane in our app are you looking at – and a few previous pages on our site or panes in our app, that you visited before chatting with us
        3. Through Capterra’s Conversion Tracking Code We have a profile page on Capterra Inc.‘s website which is an online review platform. That page has a link back to our website. Currently we have a tracking code on our site, issued by Capterra, which helps us understand whether visitors which are coming from Capterra will create an account or pay for our services (convert to users or paying users) or not.
        4. Through Cookies The cookies SurveyLegend uses are small text files that store data made available by your web browser, such as language preference. Cookies do not provide us with any personally identifiable information. Cookies do not harm your computer or impact your online security. You can change or block cookies in your browser settings.
      2. WHY we collect and HOW we use this data
        1. Data from Google Analytics:Also in order to provide an optimized version of our applications for your device type. Please be aware we also collect and process data related to the use of our software and services by our users and their respondents. Such data is collected anonymously and processed collectively. We use this information with the following intentions
          – To improve user experience, identifying bottlenecks and pain points, improving performance and ease of use. – For statistical purposes and may also use it to improve our software or create and improve new services. – To monitor and improve our services and features. We internally execute statistical and other analysis on information we gather (including usage data, device data, referral data, and information from page tags) to understand and measure user behavior. This helps us to understand how people use our services, so we can improve them. – To prevent potentially illegal activities when using our services. – To measure generic browsing patterns, for instance users who come to page A (which might be an external page, or internal page), usually go to page B, and then from there go to page C, an then X% of them will create an account. This helps us know why our services are interesting for potential users, and what makes them a real User.
        2. Data from LiveChat:
          – Provide a more personalized help – Save your time and avoid unnecessary questions, such as: Are you our user? Have we chatted before? Can you tell us your question again? What browser do you use? Have you visited our user guide about this feature? and so forth… – Provide a faster and more accurate support, for example when we know a bug that you may be reporting is caused by an old web-browser version that you may be using, we can recommend you to upgrade your browser. – Save records of our conversations with you to be able to get back to you again, when we have answer to your questions, if we couldn’t provide a satisfactory answer right away. – Transfer your support requests or support tickets to our development team, in case their engagement is required to solve your problem. For instance when you report a bug, or some feature does not work specifically for your account. Also the IP-addresses help us filter out or block visitors who simply want to have some fun and waste time, so we can instead focus on real users who really need help or have questions.
        3. Data from Capterra:
          – Capterra’s tracking code uses cookies to identify users who have viewed our profile page on Capterra or Getapp, and have clicked on our link, and visited our website. – This tracking helps us understand whether the marketing we invested in is worth it or not. For example, if we understand that nobody from the visitors who are coming from Capterra or Getapp converts to a user we will see if there is something we can improve on our webpage or totally stop marketing on Capterra and Getapp. – This tracking code will also prevent paying for the same user (who click on our link), several times. – You can read more about Capterra’s privacy policy here.
      3. Cookies: are used for technical reasons, for instance to keep you logged-in in your account.
      4. HOW LONG we keep this data
        1. Our data in Google Analytics: is stored there as long as we have our Google Analytics account. Keep in mind that we do not have any personal data there!
        2. Our data in LiveChat: If we chat with you, our conversation history and the mentioned data about you is encrypted and stored on LiveChat’s data centers located in Europe, only visible by our support agents. Whenever you wish, you can ask our support agents to delete your chat history. At the time of writing this document, LiveChat is working on becoming fully compliant with GDPR, and we are working on signing a “Data Processing Agreement” with them.

  1. Your rights to your data

    You can:
    1. Download or backup your survey data. We make it possible for you to share, publish and export your survey data in a variety of formats. This allows you to create your own offline backups that you can store locally on your device.
    2. Update your account information. You can update your registration and other account information on your “My account” page. However, we may keep a history of your former account information for a short period of time for our internal and security considerations.
    3. Erase your survey data. For security and other considerations, deleting survey data will immediately remove the survey data permanently from our servers. When you actively erase a survey all your data will be erased permanently and cannot be restored or reached from your account.
    4. Close your account. You can close your account at any time you want through your “My account” page. Erasing your account will cause all the survey data in the account to be permanently erased. We will immediately disable your access to any other services that require a SurveyLegend account. If you are an owner of a Legend subscription plan will immediately disable your access and your team members’ access to any other services that require a SurveyLegend account. To save your data before erasing your profile (account) is your responsibility, we only provide the option to export your data.
    5. Ask us to manually delete our conversations with you, via email or LiveChat.

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