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Middleware
Privacy policy

Privacy policy Middleware

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Introduction

Thank you for choosing to be part of our community at Middleware (“company”, “we”, “us”, or “our”). We are committed to protecting your personal information and your right to privacy. If you have any questions or concerns about our policy, or our practices with regards to your personal information, please contact us at hello@middleware.io

When you visit our website https://middleware.io/ (“Site”) and use our services, you trust us with your personal information. We take your privacy very seriously. In this privacy notice, we describe our privacy policy. We seek to explain to you in the clearest way possible what information we collect, how we use it, and what rights you have in relation to it. We hope you take some time to read through it carefully, as it is important. If there are any terms in this privacy policy that you do not agree with, please discontinue the use of our site and our services.

This privacy policy applies to all information collected through our website https://middleware.io/ and/or any related services, sales, marketing, or events (we refer to them collectively in this privacy policy as the “Sites”).

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Information We Collect

We collect personal information that you voluntarily provide to us when [registering at the Site] expressing an interest in obtaining information about us or our products and services, when participating in activities on the Sites [(such as posting messages in our online forums or entering competitions, contests or giveaways)] or otherwise contacting us.

The personal information that we collect depends on the context of your interactions with us and the Sites, the choices you make and the products and features you use. The personal information we collect can include the following:

First and last name Email addresses Phone numbers Company name

Credit card Information Billing & mailing addresses Other payment-related information

IP address Browser type & version Pages of our services that you visit The time and date of your visit The time spent on those pages and other statistics Language preferences Geolocation data

If you wish to change our access or permissions, you may do so in your device’s settings.

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Information Use

Collecting this information helps us understand what you are looking for from the company, enabling us to deliver improved products and services. Specifically, we may use data:

For our own internal records to improve products and services we provide to contact you in response, to a specific enquiry, to customize the website for you, to send you promotional emails about products, services, offers and other things we think might be relevant to you, for billing, identification and authentications, and fraud prevention, to contact you via email, telephone, or mail for market research reasons.

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Information We Share

We only share and disclose your information in the following situations:

We may disclose your information where we are legally required to do so in order to comply with applicable law, governmental requests, a judicial proceeding, court order, or legal process, such as in response to a court order or a subpoena (including in response to public authorities to meet national security or law enforcement requirements).

We may disclose your information where we believe it is necessary to investigate, prevent, or take action regarding potential violations of our policies, suspected fraud, situations involving potential threats to the safety of any person and illegal activities, or as evidence in litigation in which we are involved.

We may share your data with third party vendors, service providers, contractors or agents who perform services for us or on our behalf and require access to such information to do that work. Examples include: payment processing, data analysis, email delivery, hosting services, customer service and marketing efforts.

We may disclose your personal information for any other purpose with your consent.

Our servers are located in the U.S., France, Canada and Singapore. If you are accessing our Sites from outside the location mentioned above, please be aware that your information may be transferred to, stored, and processed by us in our facilities and by those third parties with whom we may share your personal information (see “Disclosure of Your Information” above), in us-east-1(N.Virginia), us-east-2(Ohio), ap-south-1(Mumbai), ap-northeast-2(Seoul), ca-central-1( Canada), eu-central-1 (Frankfurt) having a total number of 40+ servers.

If you are a resident in the European Economic Area, then these countries may not have data protection or other laws as comprehensive as those in your country. We will, however take all necessary measures to protect your personal information in accordance with this privacy policy and applicable law.

Such measures implementing the European Commission’s Standard Contractual Clauses for transfers of personal information between our group companies and between us and our third-party providers, which require all such recipients to protect the personal information that they process from the EEA in accordance with European data protection laws. Our Standard Contractual Clauses can be provided upon request. We have implemented similar appropriate safeguards with our third party service providers and partners, and further details can be provided upon request.

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Information Handling and Retention

At any time, you may review or update personal data that we hold about you, by signing in to your account on our website. When we receive any request to access, edit or delete personal data, we shall first take reasonable steps to verify your identity before granting you access or otherwise taking any action. This is important to safeguard your information.

We preserve and retain your information according to the respective statutory retention period to comply with the law and to support a claim or defense in court. After the expiration of that period, the corresponding data is routinely deleted, as long as it is no longer necessary for the fulfilment of the contract or the initiation of a contract.

ClassificationDescriptionExamplesGeneral Retention Period
Personal Data (sub-divided into)Individuals can be identified their data or via the data being linked with other information owned by a data controller
Event-Based DataVisitor queue, Visitor pending list, agent login attempts from IPs, visitor browser information, browser type, screen size and device detailsUpto 30 days in live chat cache
Customer DataPersonal data about on individual customer used to enable and enhance their overall experience.Customer name Email address contact number chat transcripts6 Years or as per customer’s own privacy and data protection policy

We are always committed to hold your information securely. We have implemented suitable physical and electronic security procedures to safeguard your sensitive information from unauthorized access or disclosure. We follow stringent procedures to ensure we work with all personal data in line with General Data Protection Regulations (GDPR). For more information on security kindly refer to our security page.

We do not knowingly solicit data from or market to children under 18 years of age. By using the Sites, you represent that you are at least 18 or that you are the parent or guardian of such a minor and consent to such minor dependent’s use of the Site [and App]. If we learn that personal information from users less than 18 years of age has been collected, we will deactivate the account and take reasonable measures to promptly delete such data from our records. If you become aware of any data we have collected from children under the age of 18, please contact us at dev@middleware.io.

Certain privacy laws around the world, including the European General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA), provide users with rights related to their personal information.

You have the right to access certain personal information associated with your account that we have collected about you.

You have the right to request that we rectify inaccurate information about you.

In certain cases where we process your information, you may also have the right to restrict or limit the ways in which we use your personal data.

In certain circumstances, you have the right to request the deletion of your personal information, except information we are required to retain by law, or regulation, or to protect the safety, security, and integrity of Middleware.

If we process your information based on our legitimate interests, as explained above, or in the public interest, you can object to this processing in certain circumstances.

Where we rely on consent, you can choose to withdraw your consent to our processing of your information using specific features provided to enable you to withdraw consent, like an email unsubscribe link.

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Job applicant Information use

This Notice applies to job applicants and describes Middleware’s privacy practices when you apply for employment or are considered for a position with us.

We collect and process personal information, such as email addresses and names, that you provide to us through an application form. This information is collected for the purpose of recruitment, interviewing, and hiring.

We collect or reference information from publicly available sources (e.g., LinkedIn) or from third parties (e.g., recruiting agencies, former employers) to engage in and support our Recruitment Activities. Personal information that third parties disclose to us includes:

  • Contact information;
  • Candidate salary expectations (if provided to them by you); and
  • Academic and professional background information, such as referrals from current and former employees, contractors, recruiting agencies.

When you engage with us during our recruitment activities, we use your information in the following ways

  • Communicate with you – We use your information to engage with you, including contacting you during the screening and interviewing process and communicating with you through our Recruitment Activities.
  • Engage in our Recruitment Activities – We use your information to engage with you in providing, operating, monitoring, and maintaining our Recruitment Activities. For example, we need your information to evaluate and verify your application and qualifications for employment, define job roles and responsibilities, conduct interviews and screenings, conduct background and criminal checks (in accordance with applicable laws), check references, prepare and negotiate offers, salaries, and benefits, arrange travel where applicable, or reimburse you for travel expenses, where agreed upon by us.
  • Legal, regulatory, safety and compliance purposes – We use your information to comply with laws or regulations, respond to regulatory, court, or government authority requests when necessary for enforcement or protection against harm, submit reports as required by law, resolve legal disputes, and review compliance with applicable usage terms, such as work eligibility in the country of employment.
  • Other purposes – If we need to use your personal information for other purposes not described above for other purposes not described above, we will notify you in advance and ask for your consent.
  • Updates – We may use your contact information to provide updates regarding the Middleware product and other news related to Middleware.

We retain your personal information for the duration necessary to perform our recruitment activities, fulfil legal obligations, resolve disputes, enforce our rights, or for our business purposes, such as keeping you informed about future opportunities or addressing any inquiries related to your application.

We implement reasonable and appropriate physical, technical, and administrative safeguards to protect your information from unauthorized use, access, loss, misuse, alteration, or destruction. We also require that third-party service providers, who act on our behalf or with whom we share your information, adhere to industry-standard security measures. While we have implemented security measures to safeguard your information, we cannot guarantee absolute security in all circumstances.

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Data Policy

You can cancel your account by emailing hello@middleware.io, and once your account is cancelled, all data will be automatically removed after 30 days. If you want to delete all of your data right away, send us an email at that address with your use case, and our team will do the necessary in the next working 24 hours.

If you have an active Middleware account, you can use our time travel feature and select the time range you want to see for your past data. If your account is cancelled, please contact us at hello@middleware.io to retrieve your old data. We store data for up to 30 days (or as specified in the plan) after an account is cancelled, so we may be unable to provide older data than 30 days in this case.

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Cookies and Their Use

At any time, you may review or update personal data that we hold about you, by signing in to your account on our website. When we receive any request to access, edit or delete personal data we shall first take reasonable steps to verify your identity before granting you access or otherwise taking any action. This is important to safeguard your information.

We preserve and retain your information according to the respective statutory retention period to comply with law and to support a claim or defence in court. After expiration of that period, the corresponding data is routinely deleted, as long as it is no longer necessary for the fulfilment of the contract or the initiation of a contract.

ClassificationDescriptionExamplesGeneral Retention Period
Personal Data (sub-divided into)Individuals can be identified their data or via the data being linked with other information owned by a data controller
Event-Based DataVisitor queue, Visitor pending list, agent login attempts from IPs, visitor browser information, browser type, screen size and device detailsUpto 30 days in live chat cache
Customer DataPersonal data about on individual customer used to enable and enhance their overall experience.Customer name Email address contact number chat transcripts6 Years or as per customer’s own privacy and data protection policy

We are always committed to hold your information securely. We have implemented suitable physical and electronic security procedures to safeguard your sensitive information from unauthorized access or disclosure. We follow stringent procedures to ensure we work with all personal data in line with General Data Protection Regulations (GDPR). For more information on security kindly refer to our security page.

We do not knowingly solicit data from or market to children under 18 years of age. By using the Sites, you represent that you are at least 18 or that you are the parent or guardian of such a minor and consent to such minor dependent’s use of the Site [and App]. If we learn that personal information from users less than 18 years of age has been collected, we will deactivate the account and take reasonable measures to promptly delete such data from our records. If you become aware of any data we have collected from children under age 18, please contact us at dev@middleware.io.

Middleware ensures the Data Subjects by providing transparent, specified and informed consent in a clear affirmative action (positive opt-in) which signifies agreement to the processing of personal data. We never used pre-ticked or opt-in boxes. Consent is always provided separately for each matter and is not a precondition for any other services. We have ensured that withdrawing consent is easy, clear and straightforward.

Certain privacy laws around the world, including the European General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA), provide users with rights related to their personal information.

You have the right to access certain personal information associated with your account that we have collected about you.

You have the right to request that we rectify inaccurate information about you.

In certain cases where we process your information, you may also have the right to restrict or limit the ways in which we use your personal data.

In certain circumstances, you have the right to request the deletion of your personal information, except information we are required to retain by law, regulation, or to protect the safety, security, and integrity of Middleware.

If we process your information based on our legitimate interests as explained above, or in the public interest, you can object to this processing in certain circumstances.

Where we rely on consent, you can choose to withdraw your consent to our processing of your information using specific features provided to enable you to withdraw consent, like an email unsubscribe link.

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Cookies and Their Use

A Cookie is a small text file placed on your computer’s hard drive that enables our website to identify your computer as you view different pages on our websites. Cookies allow information gathered by web applications to store your preferences in order to present content, options or functions that are specific to you. They also help us to analyze data about web page traffic and improve our website in order to satisfy customer requirements. We only use this information for statistical analysis purposes and then the data is removed from the system. We may use cookies to:

  1. Analyze our web traffic using an analytics package to improve website structure, design, content and functions.
  2. Identify whether you are signed in to our website.
  3. Test content on our website.
  4. Store information about your preferences.
  5. To recognize when you return to our website.
  6. Cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

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Opt-Out Cookies

You can configure your web browser’s cookie settings to enable or disable cookies as per your need. Mostly, the default browser settings automatically allow cookies, but, it can be easily modified as per your preferences at your end. However, some pages and services may become unavailable and prevent you from taking full advantage of the website.

Please note that we may have links on our website that redirects you to other websites or locations, however, we have no control of websites outside the Middleware domain. If you provide information to a website to which we link, we are not responsible for its protection and privacy. Always be aware when submitting data to websites. We firmly advised you to read the site’s data protection and privacy policies of websites you visit.

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CCPA Privacy Statement for California residents

We have adopted this CCPA Privacy Statement to comply with the California Consumer Privacy Act of 2018 (CCPA) and any terms defined in the CCPA shall have the same meaning when used in this CCPA Privacy Statement. This CCPA Privacy Statement applies solely to visitors and users of our website who reside in the State of California.

Information We Collect, Use and Disclose

Identifiers, such as your real name, alias, postal address, email address, and account name, which is generally collected at the time of registration.

Commercial information, including records of products or services purchased.

Internet or other electronic activity information such as Location, IP address, cookie identifiers, browsing history and consumer’s interaction with a website or application.

Geolocation data such as demographic location associated with IP address, and postcode when you choose to share it.

Professional or employment-related information, including employees’ current or past job history or performance evaluations.

Inferences drawn from other personal information given by you at the time of creating your profile with given preferences, characteristics, and behavior.

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Your Rights and Choices

From January 1, 2020, California residents have the following rights:

You have the right to request that we disclose certain information to you about our collection and use of your personal information over the past 12 months. Once we receive and confirm your verifiable consumer request, we will disclose to you the categories and specific pieces of personal information we have collected about you, as well as the categories of sources from which such information is collected, the purpose for collecting such information, the categories of third parties with whom we share such information.

You have the right to request that we delete any of your personal information that we collected from you and retained, subject to certain exceptions. Once we receive and confirm your verifiable consumer request, we will delete (and direct our service providers to delete) your personal information from our records, unless an exception applies.

You have the right to request that we delete any of your personal information that we collected from you and retained, subject to certain exceptions. Once we receive and confirm your verifiable consumer request, we will delete (and direct our service providers to delete) your personal information from our records, unless an exception applies.

To exercise your California privacy rights mentioned above, please contact us by email using the contact information given below. We may need you to provide sufficient information that allows us to reasonably verify you are the person about whom we collected personal information or an authorized representative. We endeavor to respond to a verifiable consumer request within 45 days of its receipt..

We may update this privacy policy from time to time. The updated version will be indicated by an updated “Revised” date and the updated version will be effective as soon as it is accessible. If we make material changes to this privacy policy, we may notify you either by prominently posting a notice of such changes or by directly sending you a notification. We encourage you to review this privacy policy frequently to be informed of how we are protecting your information.

Middleware may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. By using the Service, you agree to the collection and use of your Personal Data in accordance with this Privacy Policy. This policy is effective from August 2022.

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How Can You Contact Us About This Policy?

We welcome your questions or comments regarding this Statement of Privacy. If you believe that Middleware has not adhered to this Statement, please contact our Data Protection Officer: dev@middleware.io