Last Revised On 31st March 2022
2. What is Included?
We ask you to read this policy carefully as it applies to you irrespective of the nature of your association with DeskMoz. Which means, it also applies even if you’re not one of our customers and you interact with us, such as by:
– Using one of our products or services – paid for by someone else;
– Signing-up for the free trial or;
– Reaching out or getting back to us by chat, Email, call, LiveChatInc Experts Marketplace, Skype or any other medium of communication.
3. What’s not included?
Since DeskMoz & its employees are separate entities, the policy does not cover the information about our employees.
It also doesn’t apply to the tools, software, platforms, services or sub-processors which are necessary for us to provide you the service & the resources.
4. Information Sharing with DeskMoz
In order to identify & recall the purpose of one’s correspondence with our business & to deliver our service to the clients, certain pieces of information are required to be collected from you (users of DeskMoz’s services) & from the customers (henceforth read commonly for your customers/ visitors/ users/ prospects) of your website (henceforth read commonly for website/app/blog/platform). The information is provided over chat, Email, phone or otherwise.
It is important to note that this information is necessary for the adequate performance of the contract between you and us and to allow us to comply with our legal obligations. Without it, we may not be able to provide you with all the requested services.
4.1 Information You Give to Us
Respect for your information is in the DNA of DeskMoz. Our main purpose of asking you for certain pieces of information is to maintain service, ensure safe and guaranteed service performance & upgrade and improve the functionality of our services. We ask for the following information from the users of our services:
4.1.1 Account Information
When you enquire about our service through our chat support, we ask for your name, phone number, email address & the URL of the website for which you have enquired for our service. By starting a live chat session on our website, you agree that your personal data, provided via chat, is to be processed by DeskMoz for the purposes of providing support via chat. You agree for your personal data to be processed for the time needed to carry out the service.
When you sign up for DeskMoz’s 10 days free trial, we ask for your name, Email address, the URL of the website you want us to provide the service on & your phone number.
4.1.2 Service Information
When you want us to use any chat tool other than the LiveChatInc chat tool which we provide for free, we ask for the login credentials of the concerned chat tool.
4.1.3 Payment Information
When you upgrade your account to our paid plan, we ask you to make the payment directly via PayPal on recurring basis, which means, we do not seek to access your bank details or the card details. We only receive the payment confirmation details. With PayPal, you sign a recurring payment term which automatically deducts the agreed amount on the monthly basis.
4.1.4 Contact information
For our business communication with you & to send the chat transcripts, sales leads, support tickets & other necessary correspondence, we use the communication details which we asked from you during the chat, the inquiry through any other medium, the sign-up or in your dashboard. If you choose to communicate with us with any other contact details, we collect any such contact information you choose to provide.
4.2 Information You Choose to Give to Us
In different events of our association, you may choose to provide following information to us:
4.2.1 Access to Other Platforms
If you want us to provide any resource-based support to your website visitors, we will need to ask the login credentials of the read-only mode of the concerned resources, such as the CRMs, CMSs etc.
4.2.2 Additional Email Addresses
We allow you to provide us up to 3 Email addresses to receive the chat transcripts, & 1 each for the sales leads & the support tickets. By filling in these additional Email addresses, you choose to share these Email addresses with us.
If you feel impressed with our service & choose to write a testimonial for us by Email, we will ask you to let us know the details we can publish along with the testimonial, for example, your full name, photograph & website URL.
4.3 Information Your Customers Give to Us
Since we are into customer support & sales leads generation business, in order to meet the need of the service, we ask your customers only for the information which you want us to generate from them.
Here, it is important to note that we do NOT work with the websites related to or promoting sexually explicit materials, violence, illegal activities, fake or counterfeit items, gambling or betting, discrimination based on race, sex, religion, nationality, disability, sexual orientation, or infringes upon others’ intellectual property rights & would not ask for the information related to them.
The details which are asked for by DeskMoz in the chat session, pre-chat surveys or the post chat surveys varies from client to client & cannot be disclosed here.
We suggest you to take the consent of your customers before commencing the chats. By default, we do not enable the consent form in the LiveChatInc chat tool which we provide for free, but, can do that over just an Email from you.
4.4 Information Your Customers Choose to Give to Us
In the course of providing support to your customers, your customers may choose to provide us any piece of information to get the maximum out of support.You get to know the complete knowledge of the provided information on the basis of the tamper-proof chat transcripts sent by DeskMoz to you in real-time.
4.5 Information We Automatically Collect From You
When you visit DeskMoz’s website, use DeskMoz or put DeskMoz in function on your website, we automatically collect certain pieces of information which are necessary for the adequate performance of the contract between you and us, to enable us to comply with legal obligations and given our legitimate interest in being able to provide and improve the functionalities of the DeskMoz’s Services.
4.5.1 Log Data
We automatically collect log data when you access DeskMoz’s website & Dashboard. The log data includes your activity on our website & dashboard along with the dates & the times.
You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. Please read the more details on our Cookies policy under the About Cookies section of this policy.
4.6 Information We Automatically Collect From Your Customers
We do not collect any information automatically from your Customers.
5. Information Sharing with LiveChatInc
We are a paid client of LiveChatInc & provide it as a complimentary chat software with our service. Since LiveChatInc is a complete & standalone chat software, it has its own system for processing the information.
LiveChatInc’s special attention to the details of the information security has been a great influencer in our decision of choosing LiveChatInc as a key sub-processor.
Each connection to LiveChat is encrypted with 256bit SSL protocol, both for agents using the application and customers using the chat window on your website & the information which we receive from LiveChatInc using its APIs is also end-to-end encrypted.
5.1 Information LiveChatInc Collects from You & Your Customers
5.1.1 Geo-location Information & IP Address
When you & your customers use the chat support of DeskMoz, LiveChatInc may collect information about your/ their precise or approximate location as determined by data such as IP address.
5.1.2 Usage Information
LiveChatInc collects information about your & your customers’ interactions with DeskMoz such as the pages viewed, referrer, previous conversation etc. on DeskMoz’s website & your website respectively.
5.1.3 Log Data and Device Information
LiveChatInc collects device information when you & your customers access and use DeskMoz’s chat support. It also collects the dates and times, hardware and software information, cookie data, and the pages you’ve viewed or engaged with before using DeskMoz’s chat support.
Cookies are used by LiveChat, Inc. solely with the purpose of personalizing a particular user. Users who removed cookies from their storage media or have not accepted them on their browser may not have access to products or services rendered by LiveChat, Inc.
5.1.5 Other Miscellaneous Information
The other miscellaneous pieces of information which LiveChatInc collects from you & your customers are domain, browser type, operating system type & application version.
6. How do we use the collected information?
We may use the information we collect from you when you place an inquiry for our service, sign-up for our 10 days free trial, upgrade your account to a paid plan, respond to a marketing communication, surf the website, or use certain features of our website, such as chat support.
6.1 We use the collected information in the following ways:
To personalize your experience with us and to allow us to deliver the type of content, product & service offerings in which you are most interested.
To send Emails regarding our service & the security alerts.
6.2 Apart from the specified purpose, we may need to process your information where processing of the information would be necessary for us to comply with our legal obligations such as GDPR.
6.3 The information that we collect from your customers is used for nothing but to answer the questions asked by the customers, deliver the optimum quality of the chat support & to generate the sales leads for you.
7. Do we share the collected information?
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information unless we provide you with advance notice. This does not include our sub-processors, such as website hosting partners and other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential.
We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others’ rights, property, or safety.
However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
It is important to note that the script of the chat code which we provide for free is hosted on our website 121ChatAgent.com at Amazon server.
8. How do we protect your information?
DeskMoz pays great attention to the details of collecting & processing your valuable information & leaves no stone unturned to provide it the best protection. Here are the key measures that DesKMoz takes for information protection:
8.1 Conducting security audits & risk assessments of all the systems, channels, resources & the processes involved in information collection;
8.2 Using renowned & technically sound tools, software, platforms, services & sub-processors for the business operations;
8.3 Protecting against man-in-the-middle attacks, eavesdropping & tampering of the communication with the HTTPS secured website & dashboard;
8.4 Ensuring seamless tracking by tagging every single chat with the unique tag of the concerned Chat Agent;
8.5 Securing the physical facility with security guards, CCTV cameras & other modern measures to prevent unauthorized access;
8.6 Not allowing any digital storage devices on the workstations;
8.7 Recruiting employees on the basis of tight scrutiny & background verification & signing NDA with them;
8.8 Signing NDA with the clients at the onset of new projects;
8.9 Notifying the clients within 72 hours of coming across a security breach, as per GDPR requirements &;
8.10 Maintaining a backup physical facility to keep the flow of service intact during a contingency.
All these measures are being overseen by DeskMoz’s Data Protection Officer.
In addition to strengthening these information protection measures, DeskMoz continually keeps looking for the other latest measures to ensure that your data is being protected the best way possible.
|1.||LiveChatInc LiveChat Software S.A.ul. Zwycięska 47 53-033 Wroclaw Poland||Live Chat Support Software||https://www.livechatinc.com/privacy-policy|
|2.||AWS & Amazon SES Amazon Web Services 31 Rives de Clausen 2651 Luxembourg Luxembourg||Hosting Service & Email Sending & Receiving Service respectively||https://aws.amazon.com/privacy/?nc1=f_pr|
|3.||SendGrid Denver, CO 1801 California Street Suite 500 Denver, CO 80202 United States||Email Sending Service||https://sendgrid.com/policies/privacy|
|4.||Twilio 375 Beale Street Suite 300 San Francisco CA 94105 United States||SMS Sending Service||https://www.twilio.com/legal/privacy|
|5.||Zapier 243 Buena Vista Avenue Suite 508 Sunnyvale, CA 94086 United States||Web Automation Service||https://zapier.com/privacy/|
|6.||Intercom 1123 W. Washington Blvd. Unit 1 Chicago, IL 60607 United States||Helpdesk Software||https://www.intercom.com/terms-and-policies#privacy|
|7.||PayPal PayPal Europe Ltd, Hotham House, 1 Heron Square, Richmond upon Thames, Surrey, TW9 1EJ, England||Payment System||https://www.paypal.com/in/webapps/mpp/ua/privacy-full|
10. About Cookies
Understand and save user’s preferences for future visits.
Compile aggregate data about site traffic and site interactions in order to offer better site experiences and tools in the future. We may also use trusted third party services that track this information on our behalf.
10.3 What can you do about cookies?
You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your web browser’s (like Internet Explorer) settings. Each web browser is a little different, so look at your web browser’s Help menu to learn the correct way to modify your cookies.If you disable cookies off, some features will be disabled. It won’t affect the user’s experience that makes your site experience more efficient and some of our services will not function properly.
However, you can still sign-up, purchase & upgrade the plans.
11. About Search Engine
The advertising requirements vary from Search Engine to Search Engine. They can be checked from the Advertising Principles of the concerned Search Engine.
We have not enabled Google AdSense on our site, but we may do so in the future.
12. How does our site handle Do Not Track signals?
We honor Do Not Track signals and do not track, plant cookies, or use advertising when a Do Not Track (DNT) browser mechanism is in place.
13. Does our site allow third party behavioral tracking?
No, we do not allow third party behavioral tracking but we may use them in future.
14. Fair Information Practices
The Fair Information Practices Principles form the backbone of privacy law in the United States and the concepts they include have played a significant role in the development of data protection laws around the globe. Understanding the Fair Information Practice Principles and how they should be implemented is critical to comply with the various privacy laws that protect personal information.
In order to be in line with Fair Information Practices we will take the following responsive action, should a data breach occur:
We will notify the users via email within 7 business days.
We will notify the users via in site notification within 7 business days.
We also agree to the individual redress principle, which requires that individuals have a right to pursue legally enforceable rights against data collectors and processors who fail to adhere to the law. This principle requires not only that individual has enforceable rights against data users, but also that individuals have recourse to courts or a government agency to investigate and/or prosecute non-compliance by data processors.
15. CAN-SPAM Act Compliance
Here is our compliance with the CAN-SPAM Act:
15.1 We don’t use false or misleading header information.
15.2 We don’t use deceptive subject lines.
15.3 We disclose our advertisement message as an ad.
15.4 We tell the recipients where we’re located.
15.5 We tell recipients how to opt out of receiving future email from us.
15.6 We honor opt-out requests promptly.
15.7 We monitor what others are doing on our behalf.
16. Your Consent
17. Breach Notification
Although our physical facilities, electronic resources & the database are highly secured & are regularly scanned for the loopholes, should any breach occur, we commit to notify our clients within 72 hours of becoming aware of the breach.
18. Right to Access
Our clients have the right to learn whether the information concerning them is being processed or not. Should their information be in the process, they can also ask where is the concerned information being processed and for what purpose. We shall provide a copy of the client information, free of charge, in an electronic format.
19. Right to be Forgotten
Our clients have the right to get their information erased & stop the further dissemination of the data, and potentially have third parties halt processing of the data. However, the right is conditioned only for the cases when “the public interest in the availability of the data” is not above the motive of deletion.
Here, it is important to note that in order to fulfil the legitimate purpose of our business or the legal compliances, we may need to retain certain pieces of your information for certain period of time from the termination of our service.
20. Data Portability
Our Clients can anytime get generated the information which they provided & transmit it elsewhere.
21. Privacy by Design
At the onset of the designing of all its systems, DeskMoz ensures that the design & the function of the systems go hand-in-hand with the measures of the data protection.
DeskMoz truly believes in the idea of data minimalisation & implements it seamlessly in our business. We collect only that information which is absolutely necessary to deliver you the service you want & limits its accessibility.
22. Governing Law
Any claim relating to DeskMoz shall be governed by the laws of the State of Rajasthan (India), Judiciary in Jaipur, without regards to the laws of the location of the other party or to its conflict with other law provisions.
23. Questions and concerns
We are registered in India & our principal place of business is at 609- 610, Mansarovar Plaza, Jaipur (Rajasthan), India- 302020.
You can contact us:
(a) By email:
For compliance related questions, please Email to our Data Protection Officer- Lekhraj Tiwari at [email protected]
For everything else, Email to [email protected]
(b) Using our website chat support;
(c) By post, to the postal address given above.
24. Update to this Policy
DeskMoz reserves the right to change or update this policy from time to time. If material changes are made, we will inform you by Email, for the other minor changes, we will update the Last Revised On a date, at the top of this page.