This Privacy Policy covers the information we collect aboutyou when you use our products or services, or otherwise interact with us (suchas through customer support), unless a different policy is displayed. LavaLogic, FloWMS, FaultBook, we and us refers to Lava Logic Ltd. We offer a rangeof products and services, including our cloud data centre products. We refer toall of these products, services and websites that we host and operate as"Services" in this policy. If our products are hosted and operated bythird-party companies, you should refer to those third-party businesses for theirpolicies. Where we refer to an account, this means a customer or user account,whichever is relevant to you.
This policy also explains your choices about how we useinformation about you. Your choices include how you can object to certain usesof information about you and how you can access and update certain informationabout you. If you do not agree with this policy, do not access or use ourServices or interact with any other aspect of our business.
Where we provide the Services under contract with anorganisation (for example your employer or, an organisation you are a customerof) that organisation controls the information processed by the Services. Formore information, please see Notice to End Users below.
We collect information about you when you provide it to us, when you use our Services, and when other sources provide it to us, as further described below.
We collect information about you when you input it into the Services or otherwise provide it directly to us.
Account and Profile Information: We collect information about you when you register for an account, create or modify your profile, set preferences, sign-up for or, make purchases through, the Services. For example, you provide your contact information (e.g. full name, email addresses, contact numbers and addresses) and, in some cases, billing information when you register for the Services. You also have the option of adding other details to your profile information to be displayed in our Services. We keep track of your preferences when you select settings within the Services.
Information you provide through our Services: This information includes any information you choose to include. For example, if you use our 'self-serve portal' Services as a customer (including where these Services have been embedded into third party products and websites), you may provide information such as your full name, email addresses, contact numbers, shipping and billing addresses. In certain cases, you may also provide information in the form of, billing information, uploaded files and notes.
Information you provide through our support channels: The Services also include our customer support, where you may choose to submit information regarding a problem you are experiencing with a Service. Whether you designate yourself as a technical contact, open a support ticket, speak to one of our representatives directly or otherwise engage with our support team, you will be asked to provide contact information, a summary of the problem you are experiencing, and any other documentation, screenshots or information that would be helpful in resolving the issue.
Payment information: We collect certain payment and billing information when you register for certain paid Services. For example, we ask you to designate a billing representative, including name and contact information, upon registration. You might also provide payment information, such as payment card details, which we collect via secure payment processing services. For clarity, we do not store your payment card details on our Services.
Your use of the Services: We keep track of certain information about you when you visit and interact with any of our Services. This information includes the features you use; the links you click on and the type, size and filenames of attachments you upload to the Services.
Device and Connection Information: We may collect information about your computer, phone, tablet, or other devices you use to access the Services. We also collect information through your device about your operating system, browser type, IP address, URLs of referring/exit pages, device identifiers, and crash data. We may also use your IP address and/or country preference in order to approximate your location to provide you with a better Service experience. How much of this information we collect depends on the type and settings of the device you use to access the Services.
Cookies and Other Tracking Technologies: We may use cookies and other tracking technologies to provide functionality and to recognise you across different Services and devices. Please see our Cookie Policy for more information.
We receive information about you from other Service users (including Service users that are employed through other organisations, using our Services), from third-party services and from our business and channel partners.
Other Service users: Other users of our Services may provide information about you when they submit content through the Services. For example, as a customer, you may have communicated with an organisation (business) about an order or return you have. As part of their process, they may have added you as a customer on the Services (in this example, FloWMS). In doing so, they may have supplied information about you, such as, your full name, email address, contact number, and other details (information required to fulfil their services to you). They could also have added further information such as shipping and billing addresses, billing information and uploaded files with information about you depending on their processes and your needs. For clarity, the Services never store payment card information (such as but not limited to, card number, expiry date and cvv number).
Third party services: We may receive information about you and your activities from third-party partners through integrations with our Services. For example, if you or another Service user books a courier consignment for a collection or delivery, we may receive tracking information such as your signature, time and date and, location of such a consignment.
How we use the information we collect depends in part on which Services you use, how you use them, and any preferences you have communicated to us. Below are the specific purposes for which we use the information we collect about you.
To provide the Services and personalise your experience: To provide the Services and personalise your experience: We use information about you to provide the Services to you, including to process transactions with you, authenticate you when you log in, provide customer support, and operate and maintain the Services. For example, we use your name provided in your account to identify you to other Service users where they have permission to see it.
For research and development: We are always looking for ways to make our Services smarter, faster, secure, integrated, and useful to you. We use collective learnings about how people use our Services and feedback provided directly to us to troubleshoot and to identify trends, usage, activity patterns and areas for integration and improvement of the Services. We also test and analyse certain new features with some users before rolling the feature out to all users.
To communicate with you about the Services: We use your contact information to send transactional communications via email and within the Services, including confirming your purchases, reminding you of subscription expirations, providing customer support, and sending you technical notices, updates, security alerts, and administrative messages. We send you email notifications when you or others interact with you on the Services. For example, in FaultBook, as a customer, when a Case is created for you, an email may be sent informing you so. Other examples of when you may receive emails are when, Assessments; Repairs; Sales Orders; Invoices; Purchase Orders and; Consignments are created against a case or, a Ticket is created or responded to. These communications are part of the Services and in most cases, you cannot opt out of them. If an opt out is available, you will find that option within the communication itself or in your account settings.
To market, promote and drive engagement with the Services: We may use your contact information and information about how you use the Services to send promotional communications that may be of interest to you, including by email and by displaying ads on other companies' websites and applications, as well as on platforms like Facebook and Google. You can control whether you receive these communications under your account preferences and, by default, you are opted-out.
Customer support: We use your information to resolve technical issues you encounter, to respond to your requests for assistance, to analyse crash information, and to repair and improve the Services.
For safety and security: We use information about you and your Service use to verify accounts and activity, to monitor suspicious or fraudulent activity and to identify violations of Service policies.
To protect our legitimate business interests and legal rights: Where required by law or where we believe it is necessary to protect our legal rights, interests and the interests of others, we use information about you in connection with legal claims, compliance, regulatory, and audit functions, and disclosures in connection with the acquisition, merger or sale of a business.
With your consent: We use information about you where you have given us consent to do so for a specific purpose not listed above. For example, we may publish testimonials or featured customer stories to promote the Services, with your permission.
If you are an individual in the European Economic Area (EEA), we collect and process information about you only where we have legal bases for doing so under applicable EU laws. The legal bases depend on the Services you use and how you use them. This means we collect and use your information only where:
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. Where we are using your information because we or a third party (e.g. your employer) have a legitimate interest to do so, you have the right to object to that use though, in some cases, this may mean no longer using the Services.
Service Providers Service: 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.
We use industry standard technical and organisational measures to secure the information we store.
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 we collect about you depends on the type of information, as described in further detail below. After such time, we will either delete or anonymise 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 the Services. We also retain some of your information as necessary to comply with our legal obligations (including where your account has been used for billing operations), to resolve disputes, to enforce our agreements, and to support business operations.
As your account may have been used across multiple tenancies (organisations, businesses) on our Services there may be cases where we must retain your information to fulfil the requirements of such tenants under law. For example, as a customer of FaultBook, if you request to delete or deactivate your account which has had Cases created against it on two tenancies, we may be required to keep your information to fulfil the legal requirements of one of the two tenants. This may be because you have requested services that required payments to be taken, and your details must be retained by this tenant. In situations such as these, we will retain your information, however, we will de-link your account from all tenants so that it can no longer be used.
You have certain choices available to you when it comes to your information. Below is a summary of those choices, how to exercise them and any limitations.
You have the right to request a copy of your information, to object to our use of your information (including for marketing purposes), to request the deletion or restriction of your information, or to request your information in an, electronic format. Below, we describe the tools and processes for making these requests. You can exercise some of the choices by logging into the Services and using settings available within the Services or your account. Where the Services are administered for you by an administrator (see "Notice to End Users" below), you may need to contact your administrator to assist with your requests first. For all other requests, you may contact us as provided in the Contact Us section to request assistance.
Your request and choices may be limited in certain cases: for example, if fulfilling your request would reveal information about another person, or if you ask to delete information which we or your administrator are permitted by law or have compelling legitimate interests to keep. If you have unresolved concerns, you may have the right to complain to a data protection authority in the country where you live, where you work or where you feel your rights were infringed.
Our Services give you the ability to access and update certain information about you. For example, you can access and update your profile information from your account.
If you no longer wish to use our Services, you are able to deactivate your Services account. You can deactivate your account in your account settings. Please be aware that deactivating your account does not delete your information; your information remains visible to other Service users with permission, based on your past participation within the Services. For more information on how to delete your information, see below.
To delete your information you will need to, in the first instance, contact all other organisations that have created information on your behalf to request they delete anything specific to you. If all organisations are legally able to, then you will be able to delete your account from your account. 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.
You may opt out of receiving promotional communications from us by using the unsubscribe link within each email, updating your email preferences within your Service account settings menu, or by contacting us to have your contact information removed from our promotional email list or registration database. Even after you opt out from receiving promotional messages from us, you will continue to receive transactional messages from us regarding our Services. You can opt out of some notification messages in your account settings.
Many of our products are intended for use by organisations. Where the Services are made available to you through an organisation (e.g. your employer, or as a customer of that organisation), that organisation is the administrator of the Services and is responsible for the sites over which it has control. If this is the case, please direct your data privacy questions to that organisation's administrator, as your use of the Services is subject to that organisation's policies. We are not responsible for the privacy or security practices of an administrator's organization, which may be different than this policy.
We may change this privacy policy from time to time. We will post any privacy policy changes on this page and, if the changes are significant, we will provide a more prominent notice by adding a notice on the Services homepages, login screens, or by sending you an email notification. We will also keep prior versions of this Privacy Policy in an archive for your review. We encourage you to review our privacy policy whenever you use the Services to stay informed about our information practices and the ways you can help protect your privacy.
If you disagree with any changes to this privacy policy, you will need to stop using the Services and deactivate your account(s), as outlined above.
Curious about how our solution fits your needs? Request a personalised demo, and our experts will guide you through the features and benefits.
