ServiceMax Group Privacy Policy

Last Updated: January 1, 2020

ServiceMax, Inc. and its wholly and majority-owned entities (collectively, “ServiceMax Group”) respects your privacy. References in this Privacy Policy to “ServiceMax”, “we”, “us”, and “our” are to the entity responsible for the processing of your Personal Information (defined below), which generally is the entity that obtains your Personal Information.

This Privacy Policy applies to the Personal Information we obtain through the ServiceMax Group’s properties, including websites, mobile applications and social media pages that reference this Privacy Policy (“Online Channels”); offline collection in connection with sales, marketing, partner and supplier engagement (“Offline Channels”); and third-party sources, including ad networks and lead brokers (collectively, the “Channels”).

This Privacy Policy describes the types of Personal Information we obtain through the Channels, how we use that Personal Information, with whom we share it, and how you may exercise your rights regarding our processing of Personal Information. The Privacy Policy also describes the measures we take to safeguard the Personal Information we obtain and how you can contact us about our privacy practices.

The Online Channels may provide links to other third-party websites and features, or contain third-party cookies, that are not owned or controlled by the ServiceMax Group. Please review the privacy policies of these third parties to familiarize yourself with their practices. You may also exercise your choices regarding third-party cookies using our Cookie Consent Tool by clicking on “Cookies” at the bottom of the page.

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Personal Information We Obtain

As used in this Privacy Policy, “Personal Information” is information that, alone or in combination with other information, identifies or relates to a particular individual.  We obtain Personal Information through the Channels. The types of Personal Information we obtain include:

  • Identifiers and contact information (such as name, phone and fax number, email and postal address) for you or for others (e.g., principals in your business);
  • Information used to create your online account (such as username, password and security question and answer);
  • Biographical and demographic information (such as date of birth, age, gender, marital status and dependent, spousal and other family information);
  • Employment information (such as company and job title);
  • Commercial information, such as purchase and customer service history;
  • Financial information (such as payment information, including name, billing address and payment card details (i.e., card number, expiration date and security code));
  • Bank account information; financial statements; income; and credit score;
  • Location data (such as data derived from your IP address, country and zip code) and the geolocation of your mobile device where we have provided notice and choice, as appropriate;
  • Contact information you provide about friends or other people you would like us to contact;
  • Internet or other electronic network activity information , such as clickstream data and other information about your online activities (such as information about your devices, browsing actions and usage patterns), including across the Online Channels and third-party websites, that we obtain through the use of cookies, web beacons and similar technologies (see our Cookie Consent Tool); and
  • Other Personal Information contained in content you submit to us (such as through our “Contact Us” feature).

In addition, in connection with our insurance and financial services products, we may obtain government-issued ID numbers and Tax ID numbers, such as U.S. Social Security numbers.

If you choose not to provide us certain information, we may not be able to offer you certain products and services, and you may not be able to access certain features of the Online Channels.

Cookies and Similar Technologies

Like most companies, ServiceMax uses cookies and similar technologies (“cookies”) on our websites to personalize and enhance your experience on our sites.

How We Use Cookies

Cookies contain small amounts of information which are downloaded to your device when you visit our website.  Cookies are sent back to our website to allow us to recognize your device.

Essential Cookies allow us to recognize your device to help you navigate efficiently to obtain the information and services you have requested.

Analytical and Customization Cookies allow our site to remember your preferences such as language selection and help you to view information that is most relevant to your interests; these cookies also help us to maintain and improve our websites by providing information on how visitors find and use the sites, and how well the sites are performing.

We use third-party web analytics services in connection with the Online Channels, including Google Analytics, Adobe Analytics and Marketo, which use cookies and similar technologies to collect data (such as IP addresses) to evaluate use of and interaction with the Online Channels. (You may learn about Google’s advertising features, including Google Analytics’ currently available opt-out mechanisms, here. To learn more about these and other analytics services and how to opt out, please view our Cookie Consent Tool here.)

Advertising Cookies may be used in some cases to make advertising messages more relevant to you.

Unless you disable the cookies on our website, by using our website you agree to our use of those cookies.

Making Cookie Choices

You may see the list of ServiceMax and selected partner cookies on our website and make choices about those cookies by visiting our Cookie Consent Tool, by clicking on “Cookies” at the bottom of the page. In addition to our Cookie Consent Tool, most browsers allow you to manage cookie preferences. If you decide to disable cookies on our site, you may not be able to take full advantage of all our website features once you have done so. Except for cookies that are essential to the operation of this website (Essential Cookies), you may make choices about the cookies on this website. Please note that if you choose to manage cookies on our websites, the Tool will place a cookie on your device to allow your choices to be honored.  We do not respond to Do Not Track (“DNT”) signals sent to us by your browser at this time.

Sharing Tools

To enhance your experience on our websites, we sometimes embed content and sharing tools from other third-party sites, such as “like” buttons from social networking sites; these third-party sites may also place and access cookies on your device. ServiceMax does not control the placement or access of these third-party cookies. The third parties can be found in our Cookie Consent Tool. Please review the privacy policies of these third parties to familiarize yourself with their practices. You may exercise choices regarding third party cookies using our Cookie Consent Tool, by clicking on “Cookies” at the bottom of the page.

How We Use Personal Information

We use the Personal Information we obtain to:

  • provide and administer our products and services;
  • process and fulfill orders and keep you informed about the status of your order;
  • communicate about and administer our products, services, events, programs and promotions (such as by sending alerts, promotional materials, newsletters and other marketing communications);
  • conduct and facilitate surveys, sweepstakes, contests, focus groups and market research initiatives;
  • perform data analytics (such as market research, trend analysis, financial analysis and customer segmentation);
  • engage in ad retargeting and evaluate the effectiveness of our marketing efforts (including through our participation in ad networks);
  • provide customer support;
  • process, evaluate and respond to requests, inquiries and applications;
  • create, administer and communicate with you about your account (including any purchases and payments);
  • administer and register participants in our courses;
  • provide investor services;
  • conduct marketing and sales activities (including generating leads, pursuing marketing prospects, performing market research, determining and managing the effectiveness of our advertising and marketing campaigns and managing our brand);
  • operate, evaluate and improve our business (such as by administering, enhancing and improving our products and services; developing new products, services and Online Channels; managing our communications and customer relationships; and performing accounting, auditing, billing, reconciliation and collection activities);
  • verify your identity and protect against and prevent fraud and other unlawful activity, unauthorized transactions, claims and other liabilities, and manage risk exposure and quality;
  • conduct investigations and comply with and enforce applicable legal requirements, relevant industry standards, contractual obligations and our policies and terms (such as this Privacy Policy and other Online Channels terms of use); and maintain and enhance the safety and security of our products, services, Online Channels, network services, information resources and employees.

We may combine Personal Information we obtain through Online Channels with information we obtain through Offline Channels, as well as other information, for the purposes described above. We may anonymize or aggregate Personal Information and use it for the purposes described above and for other purposes to the extent permitted by applicable law. We also may use Personal Information for additional purposes that we identify at the time of collection. We will obtain your consent for these additional uses to the extent required by applicable law.

The legal basis for ServiceMax processing your Personal Information as described above will typically be one of the following:

  • Your consent;
  • Performance of a contract with you or a relevant party;
  • Our legitimate business interests (including the purposes described above); or
  • Compliance with our legal obligations.

Personal Information Sharing

We do not sell or otherwise disclose Personal Information about you except as described here or at the time of collection.

  • We share Personal Information within the ServiceMax Group for the purposes described in this Privacy Policy.
  • We share Personal Information with service providers we have retained to perform services on our behalf (such as payment processing, order fulfillment, customer support and data analytics). These service providers are contractually required to safeguard the information provided to them and are restricted from using or disclosing such information except as necessary to perform services on our behalf or to comply with legal requirements.
  • We may share Personal Information with our joint marketing partners and other business partners for the purposes described in this Privacy Policy.
  • We may also disclose Personal Information to other parties when we have your consent to do so or when you direct us to, or for any purposes requested or permitted by you. For example, if you choose to integrate third-party software into our platform (for example, Google Drive, Box, Dropbox, or other integrations), we will share information with those third-party integrations as necessary for them to work, but please note that your information will be handled by such third party subject to their own privacy and security policies or procedures, which we do not control.
  • We may disclose Personal Information about you (1) if we are required or permitted to do so by applicable law or legal process (such as a court order or subpoena), (2) to law enforcement authorities or other government officials to comply with a legitimate legal request, (3) when we believe disclosure is necessary to prevent physical harm or financial loss, (4) to establish, exercise or defend our legal rights, (5) in connection with an investigation of suspected or actual fraud or illegal activity or (6) otherwise with your consent.
  • We reserve the right to transfer to relevant third-parties any information we have about you in the event of a potential or actual sale or transfer of all or a portion of our business or assets (including in the event of a merger, acquisition, joint venture, reorganization, divestiture, dissolution or liquidation) or other business combination. In such case, we will require the relevant third parties to provide comparable levels of protection as the ServiceMax Group provides with respect to the information we share.

International Transfers

ServiceMax is an international company with affiliates located in several countries. Our website, servers, and databases currently reside on servers in the United States and other countries. We may also transfer Personal Information to our Service Providers who may be located outside of the country in which the Personal Information was initially collected. These countries may not have the same data protection laws as those in the country in which the Personal Information was initially collected. When we transfer Personal Information to recipients in other countries, we will protect it as described in this Privacy Policy.

Your Choices and Rights

Marketing Preferences

We offer you certain choices in connection with the Personal Information we obtain about you. To update your preferences, limit the communications you receive from us or submit a request, please contact us as specified in the How to Contact Us section of this Privacy Policy. Note that, if you are a returning visitor to our website, we retain your marketing preferences until such time as you actively choose to change them with us by visiting https://lp.servicemax.com/UnsubscribePage.html.

You also may exercise choice over how information about your interests is used by ad networks to deliver you relevant advertising. To learn how to opt out of ad network interest-based advertising in the United States, please visit Digital Advertising Alliance, the Network Advertising Initiative, and TrustArc. In the European Union, please visit European Interactive Digital Advertising Alliance. The Online Channels are not designed to respond to “do not track” signals received from web browsers.

Accessing, Updating, or Deleting Information

If you are a California or EU resident, please see the information, below, on your rights relating to accessing, updating, and deleting Personal Information.

If you are not a California or EU resident, but otherwise would like to access, update, or delete Personal Information that we have about you, you may submit a request by contacting us as specified in the How To Contact Us section of this Privacy Policy. We will promptly review all such requests in accordance with applicable law.

Your Rights as a California Resident

If you are a California consumer, as such term is used in the California Consumer Privacy Act (“CCPA”), you have certain rights to make requests relating to Personal Information we collect about you.

Your rights.

Under California law, subject to certain exceptions, California residents have the following rights with respect to their Personal Information:

Privacy Right Description
Notice You have the right to be notified of what categories of Personal Information will be collected at or before the point of collection and the purposes for which they will be used and shared.
Access You have the right to request information on the categories of Personal Information that we collected in the previous twelve (12) months, the categories of sources from which the Personal Information was collected, the specific pieces of Personal Information we have collected about you, and the business purposes for which such Personal Information is collected and shared. You also have the right to request information on the categories of Personal Information which were disclosed for business purposes, and the categories of third parties in the twelve (12) months preceding your request for your Personal Information.
Erasure You have the right to request to have your Personal Information deleted from our servers and we will direct our service providers to do the same. However, please be aware that we may not fulfill your request for deletion if we (or our service provider(s)) are required to retain your Personal Information for one or more of the following categories of purposes: (1) to complete a transaction for which the Personal Information was collected, provide a good or service requested by you, or complete a contract between us and you; (2) to ensure our website integrity, security, and functionality; (3) to comply with applicable law or a legal obligation, or exercise rights under the law; (4) to otherwise use your Personal Information, internally, in a lawful manner that is compatible with the context in which you provided the information.

We do not sell Personal Information.

How to exercise your rights.

If you wish to exercise your rights under this Privacy Notice, please do either of the following:

  • Contact us by phone at our toll-free number, 1-800-756-4960.
  • You may also submit a request by contacting us as specified in the How To Contact Us section of this Privacy Policy.

If you choose to exercise either of these rights, we will use reasonable methods to verify your identity. Additionally, you may designate an authorized agent to make requests on your behalf.

While we take measures to ensure that those responsible for receiving and responding to your request are informed of your rights and how to help you exercise those rights, when contacting us to exercise your rights, we ask you to please adhere to the following guidelines:

  • Tell Us Which Right You Are Exercising: Specify which right you want to exercise and the Personal Information to which your request relates (if not to you). If you are acting on behalf of another consumer, please clearly indicate this fact and your authority to act on such consumer’s behalf.
  • Help Us Verify Your Identity: Provide us with information to verify your identity. Please note that if we cannot initially verify your identity, we may request additional information to complete the verification process. Any Personal Information you disclose to us for purposes of verifying your identity will solely be used for the purpose of verification.
  • Direct Our Response Delivery: Please provide us with an e-mail or mailing address through which we can provide our response. If you make the request by email, unless otherwise requested, we will assume that we can respond to the email address from which you made the request.

You have a right not to receive discriminatory treatment by any business when you exercise of your California privacy rights.

Your Rights in the European Union
Your rights.

If you are an EU resident, you have certain rights under the General Data Protection Regulation (“GDPR”) to make requests relating to Personal Information we collect about you:

Privacy Right Description
Access to your Personal Information You may have the right to obtain from us confirmation as to whether or not Personal Information concerning you is being processed, and, where that is the case, to request access to the Personal Information. This access information includes the purposes of the processing, the categories of Personal Information concerned, and the recipients or categories of recipient to whom the Personal Information have been or will be disclosed. You may have the right to obtain a copy of the Personal Information undergoing processing. For further copies requested by you, we may charge a reasonable fee based on administrative costs.
Rectification You may have the right to obtain from us the rectification of inaccurate Personal Information concerning you. Depending on the purposes of the processing, you may have the right to have incomplete Personal Information completed, including by means of providing a supplementary statement.
Erasure You may have the right to obtain from us the erasure of Personal Information concerning you and we may be obliged to erase such Personal Information.
Restriction of processing You may have the right to obtain from us restriction of processing your Personal Information. In such cases, the respective data will be marked and may only be processed by us for certain purposes.
Data portability You may have the right to receive the Personal Information concerning you, which you have provided to us, in a structured, commonly used and machine-readable format, and you may have the right to transmit those data to another entity without hindrance from us.
Object You may have the right to object, on grounds relating to your particular situation, at any time to the processing of your Personal Information by us, and we can be required to no longer process your Personal Information. If you have a right to object and you exercise this right, your Personal Information will no longer be processed for such purposes by us. However, such a right to object may in particular not exist if the processing of your Personal Information is necessary to take steps prior to entering into a contract or to perform a contract already concluded.
How to exercise your rights.

You may exercise these rights at any time by contacting us as specified in the How To Contact Us section of this Privacy Policy.

If you are in the EU, you have the right to lodge a complaint with a supervisory authority or other regulatory agency if you believe that we have violated any of your rights concerning your Personal Information. We encourage you to first reach out to us as specified in the How To Contact Us section of this Privacy Policy, so we have an opportunity to address your concerns directly before you do so. ServiceMax shall cooperate with the European supervisory authorities for the purpose of handling any unresolved complaints regarding Personal Information concerns. A list of European supervisory authorities can be found at edpb.europa.eu/about-edpb/board/members_en.

Our European representative, as required by the GDPR, can be contacted at:

Attn:
Priscila Garcia, Regional Vice President, EMEA
Address:
14 Garrick St., Covent Garden
London WC2E 9BJ UK

How We Protect the Confidentiality of Personal Information

ServiceMax takes the security of Personal Information seriously. ServiceMax has internal procedures and controls in place to protect Personal Information against loss, accidental destruction, misuse or disclosure, and to ensure that data is not accessed, except by authorized personnel in the proper performance of their duties. Where ServiceMax engages third parties to process Personal Information on its behalf, such parties do so on the basis of documented instructions, are under a duty of confidentiality, and are obliged to implement appropriate measures to help ensure the security of Personal Information.

Despite these efforts to store Personal Information in a secure operating environment, we cannot guarantee the security of Personal Information during its transmission or its storage on our systems. Further, while we attempt to ensure the integrity and security of Personal Information, we cannot guarantee that our security measures will prevent third parties such as hackers from illegally obtaining access to Personal Information. We do not represent or warrant that Personal Information about you will be protected against, loss, misuse, or alteration by third parties.

Retention of Personal Information

To the extent permitted by applicable law, we retain Personal Information we obtain about you as long as (1) it is needed for the purposes for which we obtained it, in accordance with the provisions of this Privacy Policy or (2) we have another lawful basis, stated in this Privacy Policy or at the point of collection, for retaining that information beyond the period for which it is necessary to serve the original purpose for obtaining the Personal Information.

Children’s Personal Information

The Online Channels are designed for a general audience and are not directed to children under the age of 16. We do not knowingly collect or solicit Personal Information from children under the age of 16 through the Online Channels. If we become aware that we have collected Personal Information from a child under the age of 16, we will promptly delete the information from our records. If you believe that a child under the age of 16 may have provided us with Personal Information, please contact us as specified in the How To Contact Us section of this Privacy Policy.

Changes to Our Privacy Policy

This Privacy Policy may be updated periodically and without prior notice to you to reflect changes in our information practices. We will indicate at the top of this Privacy Policy when it was most recently updated.

How to Contact Us

If you have any questions or comments about this Privacy Policy or if you would like us to update information we have about you or your preferences, please contact us by visiting our Feedback & Inquiries Form or write to us at:

Attn: Chief Privacy Officer
ServiceMax, Inc.
4450 Rosewood Drive, Suite 200
Pleasanton, CA 94588
United States