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 developers@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 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").

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:
Information collected during registration

  • First and last name
  • Email addresses
  • Phone numbers
  • Company name

Payment details

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

Information automatically collected

  • 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.

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 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

Information We Share

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

  • Compliance with laws. 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).
  • Vital interests and legal rights. 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.
  • Vendors, consultants and other third-party service providers. 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.
  • With your consent. We may disclose your personal information for any other purpose with your consent.

Cookies & Other Tracking Technology

We may use cookies and similar tracking technologies (like web beacons and pixels) to access or store information. Specific information about how we use such technologies and how you can refuse certain cookies is set out in our Cookie Policy.

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.

Cross-border Transfers
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 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.

European Commission's Standard Contractual Clauses: 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 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.

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 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.

Classification Description Examples General
Retention Period
Personal Data (sub-
divided into)
Individuals can be identified from their
data or via the data being linked with
other information owned by a Data
Controller
Event-Based Data Visitor queue, Visitor pending list,
agent login attempts from IPs, visitor
browser information, browser type,
screen size and device details
Upto 30 days in
Live chat cache
Customer Data Personal data
about an
individual
customer used to
enable and
enhance their
overall
experience.
Customer name
Email address
Contact Number
Chat Transcripts
6 Years or as
per customer’s
own Privacy
and Data
Protection
Policy

Information Security
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.

Use of Site by Children
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 developers@middleware.io.

Your Rights & Consent
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.

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

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

Right to Restrict Processing. 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.

Right to Deletion. 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.

Right to Object. 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.

Right to Withdraw Consent. 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.

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.

A 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.

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.

Links from our sites

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.

CCPA Privacy Statement for California residents

We have adopted this CCPA Privacy Statement to comply with 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, 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, 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.

Your Rights and Choices

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

Right to Know- 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.

Right to Delete- 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.

Right to Non-Discrimination- You have the right to not be discriminated against for exercising any of these rights.

Exercising Your Rights
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 endeavour to respond to a verifiable consumer request within 45 days of its receipt.

Policy Review
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.

Effective Date
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 April 2021.

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: developers@middleware.io


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