- Your use of, or access to, the websites owned or operated by Knova Web, including the site www.convoflo.com (collectively, the “Websites”);
- Your other interactions with us a described below.
- Third party products or services that interact or integrate with our Websites;
- Customer data submitted to our Convoflo platform and that we process on your behalf in our capacity of “data processor”. The processing of such data is governed by our Online Services Agreement and our Data Processing Addendum, which you may find here.
What data we collect about you and why we process it
The personal data we collect and the manners we process it depends on the nature and context of your interactions with us.
Data that we collect directly from you
General contact or personal data: We collect your general contact or personal data, such as your first and last name, email address, organization, job title, postal address, and phone number, when you:
- Ask for a quote, send us a purchase order, or subscribe to our products or services;
- Create a Convoflo account;
- Request a free trial, a demo or a tutorial of our products and services;
- Make a request for customer support or technical assistance;
- Accept to provide us with your contact data during an event;
- Communicate with us for any other inquiries or purposes.
The personal data that we collect in these contexts is used to:
- Respond to your requests and inquiries;
- Follow-up with you after demonstrating an interest into our products and services;
- Process your transactions with us;
- Activate your subscription or account and make our products and services available to you;
- Manage your accounts with us;
- Send you customer service communications such as subscription or maintenance expiration reminders, product upgrades, and performance or security issues.
Transactional data: We compile data about your past subscriptions, requests and transactions with us, past communications sent to you, as well as other relevant actions related to your account. This information is used to analyze our operations and perform business intelligence. It also helps us to better understand your needs and tailor our products and services to meet your needs and expectations.
Payment data: We collect data relating to your payment methods and other billing details when you purchase our products and services. Such data is used to process your payments, follow-up with you in case of payment default, perform verifications for fraud purposes, and make refunds if required. If you choose to pay with a payment card, you will provide your payment card information via a PCI/DSS-compliant payment processing services to which we subscribe, and we do not ourselves collect, process or store your payment card information.
Marketing communications data: When you subscribe to receive our marketing and promotional communications, you will be asked to provide your email address to be added on our mailing lists. Such mailing lists are used solely to send our promotional communications and are not rented or sold to third parties for marketing or other mercantile purposes. You also have the right to opt-out from those mailing lists at any time (see the “Your rights regarding your data” section for more details).
Account credentials: When you create a Convoflo account, you will be asked to enter a valid email address and to create a password. These credentials are used by us to give you access to your account and for authentication and security purposes.
Content of your online interactions: Some interactive features of our Websites may allow you to post content or to communicate with us directly. Such information is used solely for internal purposes, such as helping us understand our clients’ needs and interests, improving our products or services, and maintaining a durable relationship with our community of users.
Technical assistance data: When you contact us for technical assistance or customer support purposes, you will be required to provide us some data. Depending on the nature of your request, you may be asked to provide your contact data and other details relating to your network, hardware and software environments, devices, operating systems and configurations. The content of your service tickets, chat sessions, emails and phone conversations with our customer support representatives may also be stored, monitored and recorded. Such data is collected and processed to fulfill your assistance requests, to resolve issues we may have with you, to monitor and improve the quality of our customer services, and for statistical purposes.
Data that we collect from third parties
In addition to data collected from you directly, we may also collect your personal data through third parties, such as:
Our authorized resellers: When an authorized reseller asks for a quote or proceeds to a transaction with us on your behalf, limited data such as your name, email address and organization will be shared with us to process the request and provide you with the product or service that you purchased.
Your administrator or other users of your organization: If you use our products and services through a corporate account or pursuant to a subscription managed by your employer, we may collect your contact data from your system administrator, employer or other users of your organization to activate your account or to provide technical assistance.
Third-party accounts and applications: Some features of our Websites may integrate or allow interactions with third-party applications or accounts. When you use any of these features, we may collect or have access to certain of your personal data made available to us by such third-party applications or accounts for the purpose of allowing these interactions.
Can I restrict or limit the collection of my personal data?
You can access most of the information and content on our Websites without providing us your personal data. However, you will be required to provide some personal data to use our products, services and certain features of our Websites, or to allow us to process and respond to your requests. In some cases, you will have the option to limit or restrict the collection of certain categories of data, such as cookies (through our Cookies Management Center). You can also manage and edit your Convoflo account profile to change, add or delete your personal data, and you can also opt-in or opt-out from our marketing communications at any time.
Other purposes and legal bases for processing your personal data
In addition to the specific purposes explained above with respect to each category of data, we may also process your personal data for other general purposes or based on our legitimate interests (to the extent it does not override your data protection interests), including:
- To comply with a legal obligation, a court order, or to exercise and defend legal claims;
- To manage our business relationships with our third-party resellers and partners;
- To keep your interactions with us secure, including to protect against frauds, errors, spam, abuse, criminal activity, etc.;
- To notify you of any issue regarding the protection of your personal data or any security breach affecting such protection, and to provide you access to your personal data retained by us and allow you to exercise your data subject rights, as applicable; and
- For other purposes with your written consent or as specifically disclosed when collecting your personal data.
To the extent we rely on your explicit consent to collect and process your personal data (such as for cookies and our marketing communications), we will keep a record of it and comply with your instruction whenever you decide to retract such consent.
To the extent Canadian privacy laws apply to you, you are deemed to consent to the collection and processing of your personal information for all the purposes identified above, as applicable.
How we share your data
Knova Web does not share, sell, trade or lease your personal data to or with third parties for any commercial or mercantile purposes. We may however share your personal data in the ways and for the purposes mentioned below.
We store some of the personal data that we collect on cloud databases hosted and operated by third parties, mostly located in Canada. These third parties do not use or have access to your personal data for any purpose other than storage and retrieval of information and are contractually required to maintain adequate privacy and security safeguards that comply with applicable laws.
Data processing by external service providers
Your personal data may be shared with external service providers that we engage to perform specific processing tasks on our behalf. The data is processed based on our written instructions to them and only to the extent necessary for the performance of their services. These third parties are also contractually required to maintain adequate privacy and security safeguards that comply with applicable laws.
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Even if we allow these third parties to collect your personal data through our Websites, we do not endorse or systematically review their privacy statements and we do not (and cannot) verify if their privacy practices comply with the terms of their policies. It is therefore your responsibility to make your own verifications and we disclaim any liability in that respect. If you do not agree, you should then refrain to use these third-party features.
If you use our products and services through a corporate account or pursuant to a subscription managed by your employer, we may share your personal data upon request with your system administrator, employer or other users of your organization to carry out the transactions you or your organization requested, provide services or technical assistance, or otherwise manage your account.
Change of control or sale of assets
If Knova Web becomes involved in a merger, acquisition, securities offering, bankruptcy, reorganization, dissolution or other similar transaction, we may share general data about our customers and users in connection with any such transaction. To the extent possible, we will take commercially reasonable measures to limit the quantity of personal data transferred and make sure that such transfers are governed by appropriate confidentiality, privacy and security safeguards.
Other instances where we may share your personal data
In addition to the purposes described above, we may also share your personal data in the following circumstances:
- Upon your request or based on your express consent;
- To address emergencies or force majeure events;
- To address disputes or claims with you, or to persons demonstrating legal authority to act on your behalf;
- To comply with the law, a search warrant, subpoena or court order;
- To protect our rights, property or security, or the rights, property or security of our employees, customers or third parties.
When possible, we will notify you that your personal data is being requested or shared, unless there are exceptional circumstances or legal constraints which would prevent us from notifying you, based on our reasonable judgment and the opinion of our legal advisors.
Sharing of non-personal information
We may also gather aggregated data about our clients and Websites visitors and disclose the results of such aggregated (but not personally identifiable) data to our partners, service providers, advertisers and/or other third parties for marketing or promotional purposes.
Your rights regarding your personal data
Privacy laws allow you to exercise certain choices and rights in respect of the personal data that we hold on you or that we process for the purposes explained above. Should you wish to exercise any of these rights, you may send your request in writing at firstname.lastname@example.org.
We will do our best to process your request within a time frame of thirty (30) days, subject to your timely cooperation and limitations imposed by applicable laws. In many countries, you have a right to lodge a complaint with the appropriate data protection authority if you have concerns about how we process your personal data.
Right of access
At your request, we will confirm if we are processing your personal data. You may also request information about the purpose of the processing, the categories of personal data concerned, which third parties might have received your data from us, what the source of the data was (if you didn’t provide it directly to us), and how long it will be stored. Reasonable access to your personal data will also be provided at no cost, and we will – at your request – provide your personal data to you or transmit it directly to another controller when technically feasible.
Right of rectification or erasure
You have a right to correct or rectify the record of your personal data maintained by Knova Web if it is inaccurate. You may also request that we erase that data, subject to certain exceptions.
Right to restrict or to object to the processing of your data
In certain circumstances and subject to certain exceptions or conditions, you may request that we restrict the processing of your personal data where you believe we don't have the appropriate rights to do so. You may also object to the processing of your personal data if such processing is based on our legitimate interests unless we have compelling legal or legitimate grounds to continue processing it.
Right to opt-out or to retract your consent
When the processing of your personal data is based on your express consent, such as for our marketing communications, you have the right to withdraw such consent at any time by using the unsubscribe link provided within our communications. Please note that opting out from our marketing communications will not prevent us from sending you communications (i) in response to your questions or requests, (ii) that are necessary to provide you with our products and services or to maintain their quality and performance, (iii) that relate to the security of our products and services or to the protection of your privacy rights, and (iv) as otherwise permitted or required by applicable laws.
Verification of your identity
To protect your privacy and security, we will take steps to verify your identity before granting access to your personal data or processing your request. We reserve the right to reject or limit your request if we reasonably believe that this may put the security of your personal data at risk or for other legal or legitimate grounds.
Storage of your data
Personal data transferred from the European Union
Knova Web is located in Canada, which was recognized by the European Commission as a jurisdiction ensuring an adequate level of protection for the purpose of transferring personal data outside of the European Union. However, the personal data we collect from you may be further transferred to processors located in third countries for processing or storage purposes. If such third countries have not received a finding of “adequacy” from the European Union under Article 45 of the General Data Protection Regulation (“GDPR”), we ensure that the transfer of personal data relating to persons located in the European Union is subject to appropriate safeguards as required under Article 46 of the GDPR.
Our Websites are not designed to attract or be used by children and we do not and have no intent to collect personal data relating to minors. For any concern in that regard, please contact us at email@example.com.
If you have questions or concerns about how your personal data is handled or processed by Knova Web, please contact us at the information below:
Knova Web Technologies inc.
522 Notre-Dame, bureau 204
Repentigny, Quebec, Canada