Effective Date: Dec 18, 2019

Thank you for taking the time to read our privacy policy (“Privacy Policy”). At Arcaris, Inc., d/b/a Playvox (“Playvox”, “we”, or “us”), your privacy is of the utmost importance. We want you to be fully informed about the information we collect, how it is used, shared, and protected, and the choices you have with it and explains the privacy and data practices at Playvox. This Privacy Policy also is provided to inform you of our policies and practices and of the choices you can make about the way your information is collected and how that information is used.

Should you ever have any questions specific to our Privacy Policy, you may contact the Playvox Privacy Office at privacy@playvox.com


This Privacy Policy applies to Playvox services only. Other sites may place their own cookies or
other files on your computer, collect data, or solicit personal information from you.

You can always find our Privacy Policy linked clearly and conspicuously at our product or
service website.

EU–US Privacy Shield Framework


Playvox complies with the EU-U.S. Privacy Shield Framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of personal information from European Union member countries transferred to the United States pursuant to Privacy Shield. Playvox has certified that it adheres to the Privacy Shield Principles with respect to such data. If there is any conflict between the policies in this privacy policy and data subject rights under the Privacy Shield Principles, the Privacy Shield Principles shall govern. To learn more about the Privacy Shield program, and to view our certification page, please visit https://www.privacyshield.gov/

With respect to personal data received or transferred pursuant to the Privacy Shield Frameworks, Playvox is subject to the regulatory and enforcement powers of the U.S. Federal Trade Commission.

Pursuant to the Privacy Shield Frameworks, EU individuals have the right to obtain our confirmation of whether we maintain personal information relating to you in the United States. Upon request, we will provide you with access to the personal information that we hold about you. You may also correct, amend, or delete the personal information we hold about you. An individual who seeks access, or who seeks to correct, amend, or delete inaccurate data transferred to the United States under Privacy Shield, should direct their query to privacy@playvox.com. If requested to remove data, we will respond within a reasonable timeframe.


We will provide an individual opt-out choice, or opt-in for sensitive data, before we share your data with third parties other than our agents, or before we use it for a purpose other than which it was originally collected or subsequently authorized. To request to limit the use and disclosure of your personal information, please submit a written request to privacy@playvox.com.


In certain situations, we may be required to disclose personal data in response to lawful requests by public authorities, including to meet national security or law enforcement requirements.

Playvox’s accountability for personal data that it receives in the United States under the Privacy Shield and subsequently transfers to a third party is described in the Privacy Shield Principles. In particular, Playvox remains responsible and liable under the Privacy Shield Principles if third- party agents that it engages to process personal data on its behalf do so in a manner inconsistent with the Principles, unless Playvox proves that it is not responsible for the event giving rise to the damage.

In compliance with the Privacy Shield Principles, Playvox commits to resolve complaints about your privacy and our collection or use of your personal information transferred to the United States pursuant to Privacy Shield. European Union individuals with Privacy Shield inquiries or complaints should first contact us by email at privacy@playvox.com.

Playvox has further committed to refer unresolved privacy complaints under the Privacy Shield Principles to an independent dispute resolution mechanism, the BBB EU PRIVACY SHIELD. If you do not receive timely acknowledgment of your complaint, or if your complaint is not satisfactorily addressed, please visit http://www.bbb.org/EU-privacy-shield/for-eu-consumers for more information and to file a complaint. This service is provided free of charge to you.

If your complaint involves human resources data transferred to the United States from the EU in the context of the employment relationship, and Playvox does not address it satisfactorily, Playvox commits to cooperate with the panel established by the EU data protection authorities (DPA Panel), as applicable and to comply with the advice given by the DPA panel, as applicable with regard to such human resources data. To pursue an unresolved human resources complaint, you should contact the state or national data protection or labor authority in the appropriate jurisdiction. Complaints related to human resources data should not be addressed to the BBB EU PRIVACY SHIELD.

Contact details for the EU data protection authorities can be found at https://edpb.europa.eu/about-edpb/board/members_en

If your Privacy Shield complaint cannot be resolved through the above channels, under certain conditions, you may invoke binding arbitration for some residual claims not resolved by other redress mechanisms. See Privacy If you have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact our U.S.-based third party dispute resolution provider (free of charge) at https://feedback-form.truste.com/watchdog/request. For residual Privacy Shield disputes that cannot be resolved by the methods above, you may be able to invoke a binding arbitration process under certain conditions. To find out more about the Privacy Shield's binding arbitration scheme, please see: https://www.privacyshield.gov/article?id=ANNEX-I-introduction

The Organization Collecting Information at this Website


Playvox equips modern businesses and Business Process Outsourcers with the most comprehensive, collaborative and insightful agent optimization suite of Quality Assurance, Performance Management, Coaching, Learning and Agent Motivation software. Playvox’s automated and centralized solutions integrate with existing platforms and empower agents, team leaders, QA analysts, and managers with the tools and real-time intelligence needed to improve the customer experience and revenue generation.

The products and services of Playvox include platform and related application solutions provided by Playvox, related application programming interfaces (“APIs”), and documentation (collectively, the “Services”), the Playvox’s website at https://www.playvox.com (the “Site”), and the data we collect about your usage, will adhere to this Privacy Policy. We operate and own the websites playvox.com

Through the Sites, Playvox’s automated and centralized solutions integrate with existing platforms and empower agents, team leaders, QA analysts, and managers with the tools and real-time intelligence needed to improve the customer experience and revenue generation.

Service Usage Information


We collect personal information when you access and use the Service. For example, when you use the Service, we may collect data about your Service requests such as IP addresses, date/time stamps, and the email address you submit for processing.

We collect this data to monitor, secure, and render Service to you, develop new products or services, for support or troubleshooting any problems you may encounter with the Service, or to develop anonymized data products (“anonymized data products”). If we do disclose such data, all identifiable personal information will be removed or obfuscated prior to any such disclosure.

If we do combine non-personal information with personal information the combined information will be treated as personal information for as long as it remains combined. We may collect, use, transfer, and disclose non-personal information, including anonymized data products, for any purpose.

The Information We Collect and Use


You are only required to submit personal information to us when creating an account for ServiceAny information provided to us through the Service will be retained and used for the purposes offulfilling your request for information, fulfilling a request through a Site or Service feature, performing and carrying out the Terms of Service, performing or improving our Service, developing a new Service, communicating with you as a user of Playvox’s services or as otherwise described in this Privacy Policy.

Information you provide directly to us.
Playvox may collect information such as name, corporate email address, date of birth (day/month), date you joined your company, language you speak, profile photo) or your applicable business information to create an account with one of our customers’ applications (“End User”) that uses Playvox. Playvox uses this information to provide services to our customers and the collection of data is subject to the Privacy Policy of our customers’ website(s)and not Our Sites. For inquiries pertaining to data privacy or collection through Playvox, you will need to contact that Data Controller, our customer, directly. We also collect such information contained in any communications that you exchange with us (such as during customer support interactions), as well as any information you provide if you take part in any interactive features of the Service (e.g., promotions, surveys, social media, etc.).

Information relating to your customer service interactions through the Services.
We may collect information through the Services relating to customer service interactions you have with your customers. This may include audio files that you choose to send to us of those customer service interactions. You acknowledge that these interactions may contain personal information or other sensitive information (including your business information), and that this data may be available to authorized users of your account with us

IMPORTANT NOTE: You acknowledge and agree that you have collected all required consents from individuals who may share data in their customer service interactions with you, including by indicating to those individuals that their customer service interactions may be recorded and shared with us

Information automatically collected from the Services or other usage data.
We collect and process usage data when you use our Services. For example, we may collect your IP address, device information, browser type, call volume and other similar usage data.

Information we obtain through our sales cycle.
We also collect information about individuals who may be interested in the Services, including those who contact us requesting a demo or trial, those whose publicly available information on the internet leads us to believe they may be a potential lead or key contact, and others. Information we obtain in this manner includes name, work email, phone number, company name, position title, website, social media links, and time zone.Simply viewing the Sites does not require registration. If you choose to utilize the Service, you must create an account. Setting up an account requires you to provide your first and last name, a verifiable email address and a passphrase ("Account Data"). Playvox uses this information to identify you as an authorized user. This Account Data is stored on our secure servers.

User Access and Choice

Upon request Playvox will provide you with information about whether we hold any of your personal information. If your personal information changes, or if you no longer desire our service, you may correct, delete or ask to have it removed by contacting the Playvox Privacy Office by emailing us at privacy@playvox.com or by contacting us by telephone or postal mail at the contact information listed below. If you no longer desire our service, contact us directly. We will respond to your request to access within a reasonable timeframe.

Retention of Personal Information

When we collect your personal information, we will retain it as long as your account in the relevant Service remains enabled, unless applicable law requires otherwise. However, we will make good faith efforts to delete your personal information if you contact us by following the instructions at the beginning and at the end of this Privacy Policy, provided that we are not required to retain it by law or for legitimate business purposes. We may decline to process requests that are unreasonably repetitive, require disproportionate technical effort, jeopardize the privacy of others, are extremely impractical, or for which access is not otherwise required bylocal law. We also may retain information for a commercially reasonable time that is only used for billing usage, recordkeeping, financial audit(s), and other legitimate business purposes. If you wish to cancel your account or request that we no longer use your information to provide you services, contact your Customer Success Manager.

Information Sharing and Disclosure

Except as described in the following paragraphs of this section, Playvox will not share your Account Data, Service Metadata, or Sensitive Service Data with third parties unless you have consented to the disclosure or Playvox believes the disclosure is necessary to (1) comply with the law or with a judicial proceeding, subpoena, warrant court order, or legal process, (2) protect and defend our rights and property, (3) protect our customers or users, including from misuse or unauthorized use of the Service, or (4) protect the safety or property of our employees, customers, users or others. Playvox may have to disclose information to third parties when required by law or under the good-faith belief that such disclosure is necessary in order to meet national security or law enforcement requirements, or to comply with legal process served on Playvox. Under such circumstances, Playvox may be prohibited by law, court order or other legal process from providing notice of the disclosure, and Playvox reserves the right to not provide such notice in its sole discretion.

You may request and review any data that we collect about your use of our Service or your visits to our website by contacting us at privacy@playvox.com. We will provide the requested information within 30 business days of receiving your request.

Any data that we collect about you is used solely for the purposes of rendering or securing Service for you. The aggregate data we collect about your website visits is used only for internal marketing research purposes. Except as described in this policy, we do not share, sell, rent, trade or loan personal data, including verified email addresses to third parties for any purpose.

Playvox works with approved third-party service providers to render or secure the Service. Playvox may share your data with these service providers in order to perform services for us. These service providers are not permitted to collect, retain, or use your information for any other purpose. If you want a listing of third parties, please email us at privacy@playvox.com

Playvox may disclose or transfer your Account Data, Service Metadata, or log files (1) to its corporate affiliates (for example its subsidiaries or parent corporation), (2) to its service providers (like hosting services), but only for their use to provide services to Playvox, or (3) to an acquirer in connection with the sale of the business or assets of Playvox. Playvox will requireits corporate affiliates and service providers that receive Account Data or Service Metadata to limit their use and disclosure of your information to the purposes for which you provided it. Playvox may collect and provide to third parties aggregate statistics about our customers, sales,usage patterns, and related information that do not include personally identifying information.

Platform Safety & Compliance

Playvox uses automated fraud and abuse prevention systems to identify activity which might compromise the security and safety of our users, present a risk to our assets, or constitute violations of our policies. These automated systems gather information about you upon visiting our website, interacting with our Service, and communicating with Playvox. The information we collect may include your IP address, device information, browser type, call volume and other similar usage data

This data is never used for purposes outside of Playvox’s Safety & Compliance processes.

Posts to Support Forum & Blog

Our website 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, you may contact the Playvox Privacy Office by emailing us at privacy@playvox.com. 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.

Cookies

Playvox uses session cookies in the account establishment process. We also use persistent cookies to enable the "keep me logged in" feature. A session terminates when the user logs out.The session cookies are stored temporarily thereafter and self-destruct after a short period of time (normally within hours). We do not use cookies to store any personally identifiable information. If you would prefer not to accept session cookies, please turn them off in your browser. If you disable cookies, the features of the Service that require the user to be logged in will not function with cookies disabled.

Log files

As is true of most websites, we gather certain information automatically and store it in log files. This information includes internet protocol (IP) addresses, browser type, Internet service provider (ISP), referring/exit pages, operating system, date/time stamp, and clickstream data. We use this information to analyze trends, to administer the Sites, to track users' movements around the Sites and to gather demographic information about our user bases as a whole.

Playvox also logs Service usage data, further detailed in [Service Usage Information], which may sometimes be paired with your personal information. Pairing Service usage data with your personal information is required to enable Playvox to provide technical support or diagnose customer-specific problems and for internal compliance or quality control activities.

This website uses Google Analytics, a web analytics service provided by Google, Inc. ("Google"). Google Analytics uses "cookies", which are text files placed on your computer, to help the website analyze how users use the Sites. The information generated by the cookie about your use of the website (including your IP address) will be transmitted to and stored by Google on servers in the United States. Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing other services relating to Website activity and internet usage. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google's behalf. Google will not associate your IP address with any other data held by Google. You may refuse the use of cookies by selecting the appropriate settings on your browser, however, please note that if you do this you may not be able to use the full functionality of this website. By using this website, you consent to the processing of data about you by Google in the manner and for the purposes set out above.

This website also uses Hotjar, a behavior analytics and user feedback service that helps us understand the behavior of our website users and get feedback through tools such as heat maps, session recordings, and surveys. Hotjar complements the data and insights we get from traditional web analytics tools like Google Analytics. It’s an industry-leading and easy-to-use service that combines analysis and feedback tools to help us understand what’s actually happening on our site, what our users care about, and what they have to say.

Profile

We store information that we collect through cookies and clear gifs to create a “profile” of your preferences. We tie your personal information to information in the profile to provide tailored promotions and marketing offers or to improve the content of the Sites for you.

We do not share your profile with third parties.

Communications from Playvox

Newsletters. If you opt-in by creating an account, we use this information to send you email communications, including informative newsletters about Playvox product upgrades, product updates and new products and services. You may opt out of receiving such communications by following the instructions in the "Choice and Opt-out" section of this Privacy Policy.

Service-related announcements. We will send you strictly service-related announcements on rare occasions when it is necessary to do so. For instance, if our service is temporarily suspended for maintenance, we might send you an email. Generally, you may not opt-out of these communications, which are not promotional in nature and are required as part of the Playvox Service. If you do not wish to receive them, you have the option to deactivate your account.

Customer service. We will communicate with you by email or live chat via our service providers Intercom and Freshdesk in response to your inquiries, to provide the services you request, and to manage your account.

We may ask you for information necessary to assist you such as your name, email address, or other supplemental information. Any information gathered during this process will be securely stored with our service providers. This includes transcripts of conversations between you and our team, text information provided, and any links, attachments, or other submitted materials. Removal of such data is possible by contacting us at privacy@playvox.com.

Security and Information Protection


Playvox limits access to Account Data, Service Metadata, or log files to Playvox personnel and service providers who require that information to provide products or services to you or in order to do their jobs. We have physical, electronic, and procedural safeguards to protect the loss, misuse, and alteration of the information under our control. Information we collect is stored in a secure manner that is only accessible by authorized Playvox personnel or service providers andis only disclosed under the provisions of this Privacy Policy. Our servers are located in the U.S.A.

Users log into the Service using HTTPS (TLSv1.2). Passwords are encrypted before they are transmitted and are stored encrypted.

Playvox authorized employees do not examine the contents of customer Service data except when Playvox in its sole discretion determines that it is required to address an issue with the Service, by law or government agency, or as permitted by the customer.

For all data security inquiries, or to report a security incident, you may contact Playvox at security@playvox.com.


Security Controls


Protecting the security of your personal information is very important to us. When we store information that you have provided to us when registering for the Service, that information is protected by security measures that include “firewalls” (a combination of computer hardware and software that helps keep unauthorized visitors from accessing information within our computer network), “intrusion detection systems” (a combination of computer hardware and software that helps detect any unauthorized visitors) and other tools such as data encryption and physical security, where appropriate. Unfortunately, no data transmission over the Internet or data repository can be guaranteed to be 100% secure. As a result, while Playvox strives to protect your personal information and privacy, we cannot guarantee or warrant the security of any information you disclose or transmit to us online and cannot be responsible for the theft, destruction, or inadvertent disclosure of your personal information.

Privacy Policy for Children


The Playvox website complies with the Children's Online Privacy Protection Act ("COPPA"). Playvox does not knowingly collect personal information from children under the age of 13 through the Service.

If we receive notice that we have collected information from a child under the age of 13, we will make commercially reasonable efforts to delete such information. Simply contact the Playvox Privacy Office by emailing us at privacy@playvox.com.

Links to Third Party Sites

Please be aware that when you are on the Sites, or when you receive an email message from us through the Service, you could be directed to other sites that are beyond our control. There may be links to other sites from our Sites' pages or from the email message we send to you that take you outside our Sites. These other sites may send their own cookies to visitors, collect data, or solicit personal information. The privacy policies of these other sites may be significantly different from this Privacy Policy. We are not responsible for the privacy practices of these other sites and cannot guarantee the security of any of your personal information collected there. Note that when you link to a third party site from the Sites, you may see pre-populated data fields with your personal information; however, that information is not available to the third party unless you take certain actions on the third party’s site, such as submitting a form.

Choice and Opt-out


If you no longer wish to receive our newsletter and promotional communications, you may opt out of receiving them by following the instructions included in each newsletter. Additionally, you may change the promotional notification settings at any time from within your account settings.

Change of Control / Asset Transfer

Playvox collects information under the direction of its Clients and has no direct relationship with the individuals whose personal data it processes. If you are a customer of one of our Clients and would no longer like to be contacted by one of our Clients that use our service, please contact the Client that you interact with directly. We may transfer personal information to companies that help us provide our service. Transfers to subsequent third parties are covered by the service agreements with our Clients.

Information Related to Data Collected for our Clients

If you no longer wish to receive our newsletter and promotional communications, you may opt out of receiving them by following the instructions included in each newsletter. Additionally, you may change the promotional notification settings at any time from within your account settings.

Access and Retention of Data Controlled by our Clients

Playvox acknowledges that you have the right to access your personal information. Playvox hasno 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 queryto the Playvox’s Client (the data controller). If requested to remove data, we will respond within 30 business days.

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

Changes to this Privacy Policy

Playvox reserves the right, at its discretion, to change, modify, add, or remove portions of this policy at any time by posting such changes here. Users should review this policy regularly for changes and can easily see if changes have been made by checking the Effective Date above or below. However, if at any time in the future Playvox plans to use personal information in a way that differs from this policy, Playvox will post such changes here and provide you with the opportunity to opt-out of such differing uses prior to the change becoming effective. Your continued use following the posting of any changes to this policy means acceptance of such changes

Contact Us

If you have any questions or comments regarding this Privacy Policy or our information collection practices, please contact us by sending an email to privacy@playvox.com or by contacting the Playvox Privacy Office at Attn: Privacy Office, 440 N.Wolfe Rd, Sunnyvale, CA 94085. Playvox will respond to personal information change requests within 30 business days of receiving such requests.