This Privacy Policy applies to information collected by InfiniteWatch, Inc.("InfiniteWatch" "we" or "us" or "our"), including through your use of the InfiniteWatch website at https://www.infinitewatch.ai/ and any subdomains thereof (the "Site") and the services, features, and information available on the Site and/or any mobile applications we may offer (together with the Site, along with associated and successor websites, applications, features, information, and services, or any part thereof, the "Service").
As used herein: (a) "you" and "your" mean a user of the Service; (b) "GDPR" means the General Data Protection Regulation (EU) 2016/679; (c) "UK Data Protection Laws" means the UK GDPR and the UK's Data Protection Act 2018 ("UK DPA 2018"); (d) "UK GDPR" means the UK equivalent of the GDPR, as defined in section 3(10) (and as supplemented by section 205(4)) of the UK DPA 2018; (e) "European Data Protection Laws" means the GDPR and/or UK Data Protection Laws, in each case to the extent applicable; (f) "Applicable Data Protection Laws" means, collectively, the European Data Protection Laws as well as any relevant privacy, data protection, data security or similar regulations in force in Latin American ("LATAM") jurisdictions in which our clients are located, including but not limited to Brazil's Lei Geral de Proteção de Dados ("LGPD"), Mexico's Federal Law on Protection of Personal Data Held by Private Parties, and any other similar national or regional frameworks, to the extent they apply to our processing activities; and (g) the terms "using" and "processing" information include using cookies on a computer, subjecting the information to statistical or other analysis, and using or handling information in any way, including, but not limited to, collecting, storing, evaluating, modifying, deleting, using, combining, disclosing, and transferring information within InfiniteWatch or among our affiliates within the United States, LATAM, or internationally.
If you access our Site or the Services from a European Union country, please note that InfiniteWatch has appointed InfiniteWatch Innovations S.L. as its representative in the Union. In this regard, your personal data will be processed in accordance with European Data Protection Laws in accordance with the provisions of this Privacy Policy.
If an organization with which you are associated (an "Organization") signs up to use our services, we may receive information about you in connection with our provision of such services to your Organization. To the extent we process that information solely in order to provide such services to your Organization, we will act as a processor on behalf of your Organization in respect of that information, which means: we will handle that information solely at the direction of your Organization; your Organization's privacy policy (and not this Privacy Policy) will apply to the processing of that information; and your Organization (and not us) is responsible for obtaining all necessary consents and providing you with all requisite information as required by applicable law. To the extent we process your information for any other lawful business purpose of ours, this Privacy Policy will apply to the processing of such information.
This Privacy Policy serves to notify you of the following:
What information about me is collected?
Where and when is information collected (including through the use of cookies and action tags)?
Does InfiniteWatch collect information from children under 13 years of age?
What does InfiniteWatch do with the information it collects?
When does InfiniteWatch disclose information to third parties?
Does this Privacy Policy apply when I link to other websites or services?
Is the information collected through the Service secure?
Could my information be transferred to other countries?
For how long will my information be kept?
What choices do I have regarding my information?
How will I know if there are any changes to this Privacy Policy?
Who do I contact if I have any privacy questions?
WHAT INFORMATION ABOUT ME IS COLLECTED?
In connection with your use of the Service, we may collect information about you. Such information may include, without limitation, your name, address, e-mail address, company name, title, and telephone number. Where you elect to make payments for the Service by credit card or other electronic payment methods, we may also collect certain billing and payment-related information, which may include your billing address and partial payment card details as necessary for transaction processing. Full payment card information will be collected and processed exclusively through our designated third-party payment processors, and we do not store or retain complete credit card numbers or security codes on our systems.
We may also collect other information that in some cases may be identifiable, such as, browser types, demographic information, unique device identifiers, device types, requested URL, referring URL, browser language, the pages you view, the date and time of your visit, domain names, and statistical data involving the use of the Service. To the extent any such information can be used to identify you or can be tied to you in an identifiable manner, such information amounts to 'personal data' for the purposes of and as defined in the European Data Protection Laws (to the extent applicable).
WHERE AND WHEN IS INFORMATION COLLECTED (INCLUDING THROUGH THE USE OF COOKIES AND ACTION TAGS)?
General Sources
We may obtain your information that you submit to us such as if you identify yourself to us by communicating with us including by sending us an e-mail with questions or comments. You may be required to establish an account in order to take advantage of certain features of the Service. Also, we will have access to any information that you choose to share through the Service.
Cookies and Action Tags
We may collect information passively using "cookies" and "action tags."
"Cookies" are small text files that can be placed on your computer or mobile device in order to identify your web browser and the activities of your computer on the Service and other websites. Cookies can be used to personalize your experience on the Service (such as dynamically generating content on webpages specifically designed for you), to assist you in using the Service (such as saving time by not having to reenter your name each time you use the Service), to allow us to statistically monitor how you are using the Service to help us improve our offerings, and to determine the popularity of certain content.
In addition to cookies that we may place on your computer or mobile device, cookies might also be placed on your computer or mobile device by third parties that we use provide analytics-related services. In the course of providing analytics-related services, such third-party analytics service providers could place or recognize unique cookies on your browser.
You do not have to accept cookies to use the Service. Although most browsers are initially set to accept cookies, you may reset your browser to notify you when you receive a cookie or to reject cookies generally. Most browsers offer instructions on how to do so in the "Help" section of the toolbar. However, if you reject cookies, certain features or resources of the Service may not work properly or at all and you may experience some loss of convenience.
For the avoidance of doubt, the Service uses may use third-party service platforms (including to help analyze how users use the Service). These third-party service platforms may place cookies on your computer or mobile device. If you would like to disable "third party" cookies, you may be able to turn them off by going to the third party's website.
Here is a link to the main third-party platform we use:
https://www.google.com/policies/privacy
"Action tags," also known as web beacons or gif tags, are a web technology used to help track website usage information, such as how many times a specific page has been viewed. Action tags are invisible to you, and any portion of the Service, including e-mail sent on our behalf, may contain action tags.
By using cookies and action tags together, we can gain valuable information to improve the Service and measure the effectiveness of our marketing campaigns. We may also combine information collected from cookies with information that you may provide, such as information provided in a form that you complete. Information collected from some cookies placed on the website is used to deliver advertisements to Site visitors when such visitors are visiting other websites, including Facebook and LinkedIn.
Finally, you should be aware that third parties may use their own cookies or action tags when you click on a link to their websites or services on or from the Service. This Privacy Policy does not govern the use of cookies or action tags or the use of your information by such third-party websites or services
Log Files
We also collect information through our Internet log files, which record data such as user IP addresses, browser types, domain names, and other anonymous statistical data involving the use of the Service. This information may be used to analyze trends, to administer the Service, to monitor the use of the Service, and to gather general demographic information. We may link this information to other information about you for these and other purposes such as personalizing your experience on the Service and evaluating the Service in general.
DOES INFINITEWATCH COLLECT INFORMATION FROM CHILDREN UNDER 13 YEARS OF AGE?
We are committed to protecting the privacy of children. The Service is not designed for or directed to children under the age of 13. We do not collect information from any person we actually know is under the age of 13.
WHAT DOES INFINITEWATCH DO WITH THE INFORMATION IT COLLECTS?
Pursuant to the European Data Protection Laws, legal bases for our processing your information will be as follows:
Purpose
Legal Basis
Category of data
We use the information collected to provide the Service to you and process your transactions
Necessary to perform the contract we have entered into or are about to enter into with you (whether in relation to the provision of the Service or otherwise)
Identification data, contact data and data provided during the Services
To help us understand who uses the Service and the Site, for internal operations such as operating and improving the Service
Legitimate interests in improving the Service or the Site.
Navigation data
To contact you for customer service and billing purposes.
Necessary to perform the contract we have entered into or are about to enter into with you (whether in relation to the provision of the Service or otherwise)
Identification and billing data
We will process your information when we believe it is necessary or appropriate to comply with applicable laws, lawful requests, and legal process (including to meet national security or law enforcement requirements), such as to respond to subpoenas or requests from government authorities.
Comply with a legal obligation to which we are subject;
Identification data, contact data and data provided during the Services
We will use your information to send you a welcoming e-mail that may confirm your user name and password.
Necessary to perform the contract we have entered into or are about to enter into with you (whether in relation to the provision of the Service or otherwise)
Contact data
If you opt in, we and third parties acting on our behalf will subsequently send you electronic newsletters, contact you about the Service, products, services, information and news that may be of interest to you, and provide you with targeted feedback. If you no longer desire to receive these communications, we will provide you with the option to change your preferences in each communication we send to you.
Your consent that may be withdrawn at any time without affecting the lawfulness of processing based on consent prior to withdrawal;
Contact data
If you identify yourself to us by sending us an e-mail with questions or comments, we will use your information to respond to your questions or comments, and we will file your questions or comments (with your information) for future reference.
Legitimate interests of both parties to answer your questions or comments.
Contact data and data included in the e-mail
We will also use the information collected to send announcements and updates regarding the Service or, if applicable, about your billing account status. You will not be able to unsubscribe from these Service announcements and updates as they contain important information relevant to your use of the Service and are necessary for the performance of our contract with you or your Organization.
Necessary to perform the contract we have entered into or are about to enter into with you (whether in relation to the provision of the Service or otherwise)
Contact data
We will also use the information gathered to perform statistical analysis of user behavior or to evaluate and improve the Service and the Site. We may link some of this information to other information for internal purposes or to improve your experience with the Service. In addition, we may also anonymize your information (so that it can no longer be associated with you), in which case we may use and/or disclose such anonymous information for our lawful business purposes. We use reasonable safeguards designed to minimize the risks associated with the process of anonymizing your information.
Legitimate interests in improving the Service or the Site.
Navigation data
WHEN DOES INFINITEWATCH DISCLOSE INFORMATION TO THIRD PARTIES?
We generally disclose information we gather from or about you to the following types of third parties and as otherwise set forth in this Privacy Policy or as specifically authorized by you.
Laws and Legal Rights
We will disclose your information if we believe in good faith that we are required to do so in order to comply with an applicable statute, regulation, rule or law, a subpoena, a search warrant, a court or regulatory order, lawful requests by public authorities, including to meet national security or law enforcement requirements, or other valid legal process. We will disclose information in special circumstances when we have reason to believe that disclosing this information is necessary to identify, contact or bring legal action against someone who will be violating a contract with us, to detect fraud, for assistance with a delinquent account, or to protect the safety and/or security of our users, the Service or the general public.
Third Parties Generally
We will provide information to third parties, including where such information is combined with similar information of other users of the Service. For example, we might inform third parties regarding the number of unique users who use the Service, the demographic breakdown of our users of the Service, or the products and/or services purchased using the Service and the vendors of such products and services. In addition to the above, when users use our Service, third parties (including without limitation third-party analytics service providers and commercial partners) will directly collect information about our users' online activities over time and across different websites. The third parties to which we will provide or who will independently directly collect information will include vendors, analytics services providers, and website tracking services, affiliates and other actual or potential commercial partners, and other similar parties. Please note in particular that the Service uses Google Analytics, including its data reporting features. Information collected by Google
Analytics includes but is not limited to web metrics. For information on how Google Analytics collects and processes data, please see the site "How Google uses data when you use our partners' sites or apps", currently located at www.google.com/policies/privacy/partners/. For information on opting out of Google Analytics, we encourage you to visit Google's website, including its list of currently available opt-out options presently located at https://tools.google.com/dlpage/gaoptout.
Professional Advisors
We will provide your information to professional advisors, such as lawyers, auditors, bankers, and insurers, where necessary in the course of the professional services that they render to us.
Outside Contractors
We will employ independent contractors, vendors and suppliers (collectively, "Outside Contractors") to provide specific services and products related to the Service, such as hosting and maintaining the Service, and developing applications for the Service. In the course of providing products or services to us, these Outside Contractors will have access to information collected through the Service, including your information. We use reasonable efforts to ensure that these Outside Contractors are capable of protecting the security of your information.
Sale of Business
We reserve the right to transfer information to a third party in connection with a sale, merger, general corporate reorganization, or other transfer of all or substantially all of the assets of InfiniteWatch or any of its Corporate Affiliates (as defined below), or that portion of InfiniteWatch or any of its Corporate Affiliates to which the Service relates, or in connection with a strategic investment by a third party in InfiniteWatch, or in the event that we discontinue our business or file a petition or have filed against us a petition in bankruptcy, reorganization or similar proceeding.
Affiliates
We will disclose information about you to our Corporate Affiliates. For purposes of this Privacy Policy: "Corporate Affiliate" means any person or entity which directly or indirectly controls, is controlled by or is under common control with InfiniteWatch, whether by ownership or otherwise; and "control" means possessing, directly or indirectly, the power to direct or cause the direction of the management, policies or operations of an entity, whether through ownership of fifty percent (50%) or more of the voting securities, by contract or otherwise.
DOES THIS PRIVACY POLICY APPLY WHEN I LINK TO OTHER WEBSITES OR SERVICES?
Our Service may provide you with access to other websites and services. This may include providing you with the ability to automatically post updates on Facebook and Twitter/X. Please be aware that we are not responsible for the privacy practices of any websites or services other than the Service. A link to a third-party website does not constitute or imply endorsement by us. Additionally, we cannot guarantee the quality or accuracy of information presented on those websites. We encourage you to read the privacy policies or statements of each and every such website and service. This Privacy Policy applies solely to information collected by us or on our behalf, including through the Service.
IS THE INFORMATION COLLECTED THROUGH THE SERVICE SECURE?
We want your information to remain secure. We strive to provide transmission of your information from your computer or mobile device to our servers through techniques that are consistent with commercially reasonable standards and to employ administrative, physical, and electronic measures designed to protect your information from unauthorized access.
Notwithstanding the above, you should be aware that there is always some risk involved in transmitting information over the Internet. There is also some risk that others could find a way to thwart our security systems. As a result, while we strive to protect your information, we cannot ensure or warrant the security or privacy of any information you transmit to us, and you do so at your own risk.
COULD MY INFORMATION BE TRANSFERRED TO OTHER COUNTRIES?
Information collected on the Service may be transferred from time to time to our offices or personnel, or to third parties, located throughout the world, and the Service may be viewed and hosted anywhere in the world, including countries that may not have laws of general applicability regulating the use and transfer of such information. To the extent required by applicable law: whenever we transfer your information to third parties (as described in this Privacy Policy) located in countries that do not ensure adequate protection for your information (as determined by the European Commission or the UK Information
Commissioner's Office, as applicable, each, an "Inadequate Jurisdiction"), we ensure a similar degree of protection is afforded to it; we may use specific contracts approved by the European Commission (accessible at https://eur-lex.europa.eu/eli/dec_impl/2021/914/oj) or the UK Information Commissioner's Office (accessible at https://ico.org.uk/media2/migrated/4019539/international-data-transfer-addendum.pdf), as applicable, which give your information the same protection it has in the European
Economic Area or the United Kingdom, as applicable, under the European Data Protection Laws; and if we rely on another basis to transfer your information to an Inadequate Jurisdiction, we will keep you updated or contact you if required. Please contact us if you want further information on the specific mechanisms used by us when transferring your information to an Inadequate Jurisdiction.
FOR HOW LONG WILL MY INFORMATION BE KEPT?
We will only retain your information for as long as necessary to fulfill the purposes for which we collected it, until the legal basis for its processing ends or as otherwise permitted by applicable law (according the set forth in section 4).
To determine the appropriate retention period for information, we consider the amount, nature, and sensitivity of that information, the potential risk of harm from unauthorized use or disclosure, the purposes for which we process your information and whether we can achieve those purposes through other means, and the applicable legal requirements.
WHAT CHOICES DO I HAVE REGARDING MY INFORMATION?
We generally use your information as described in this Privacy Policy or as authorized by you or as otherwise disclosed at the time we request such information from you. You generally must "opt in" and give us permission to use your information for any other purpose. You may also change your preference and "opt out" of receiving certain marketing communications from us by following the directions provided in association with the communication or such other directions we may provide or by contacting privacy@infinitewatch.ai.
Under certain circumstances and in compliance with the European Data Protection Laws, you may have the right to:
Request access to your information (commonly known as a 'subject access request'). This enables you to receive a copy of the information we hold about you and to check that we are lawfully processing it;
Request correction of the information that we hold about you. This enables you to have any incomplete or inaccurate information we hold about you corrected;
Request erasure of your information. This enables you to ask us to delete or remove your information where there is no good reason for us to continue processing it. You also have the right to ask us to delete or remove all of your information in certain circumstances;
Object to processing of your information where we are relying on a legitimate interest (or that of a third party) and there is something about your particular situation which makes you want to object to processing on this ground;
Request the restriction of processing of your information. This enables you to ask us to suspend the processing of your information, for example, if you want us to establish its accuracy or the reason for processing it;
Request the transfer of your information to another party; and
Lodge a complaint with the relevant supervisory authority (as defined in the European Data Protection Laws). If you have any complaints about the way we process your information, please do contact us. Alternatively, you may lodge a complaint with the supervisory authority which is established in your country.
Withdraw consent for the processing of Personal Data that has been provided to InfiniteWatch based on the consent granted by you.
If you want to review, verify, correct or request erasure of your information, object to the processing of your information, or request that we transfer a copy of your information to another party, please contact privacy@infinitewatch.ai. If you access our Site or the Services from a European Union country, additionally, you have the right to file a complaint with the Spanish Data Protection Agency (the competent authority for our representative in the EU).
Such updates, corrections, changes and deletions will have no effect on other information that we maintain, or information that we have provided to third parties in accordance with this Privacy Policy prior to such update, correction, change or deletion. To protect your privacy and security, we may take reasonable steps (such as requesting a unique password) to verify your identity before granting you profile access or making corrections. You are responsible for maintaining the secrecy of your unique password and account information at all times.
You should be aware that it may not be technologically possible to remove each and every record of the information you have provided to us from our system. The need to back up our systems to protect information from inadvertent loss means that a copy of your information may exist in a non-erasable form that will be difficult or impossible for us to locate. After receiving your request, we will use commercially reasonable efforts to update, correct, change, or delete, as appropriate, your information stored in databases we actively use and other readily searchable media as appropriate, as soon as and to the extent reasonably practicable.
Do Not Track
The term "Do Not Track" refers to a HTTP header offered by certain web browsers to request that websites refrain from tracking the user. We take no action in response to automated Do Not Track requests. However, if you wish to stop such tracking, please contact us with your request, using our contact details provided below.
HOW WILL I KNOW IF THERE ARE ANY CHANGES TO THIS PRIVACY POLICY?
We may revise this Privacy Policy from time to time. We will not make changes that result in significant additional uses or disclosures of your information without allowing you to "opt in" to such changes. We may also make non-significant changes to this Privacy Policy that generally will not significantly affect our use of your information, for which your opt-in is not required. We encourage you to check this page periodically for any changes. If any non-significant changes to this Privacy Policy are unacceptable to you, you must immediately contact us and, until the issue is resolved, stop using the Service.
WHO DO I CONTACT IF I HAVE ANY PRIVACY QUESTIONS?
If you have any questions or comments about this Privacy Policy, please contact us in any of the following ways:
By e-mail: privacy@infinitewatch.ai
By postal mail or courier:
Attn: Privacy
InfiniteWatch, Inc.
privacy@infinitewatch.ai
APPENDIX: AI & SESSION DATA
This Appendix supplements this Privacy Policy and provides additional detail regarding the processing of session, interaction, audio, and AI-generated information in connection with the Service. Capitalized terms used but not defined in this Appendix have the meanings given to them in this Privacy Policy.
WHAT ADDITIONAL INFORMATION MAY BE PROCESSED THROUGH THE SERVICE?
Depending on the features enabled by an Organization, the Service may process the following categories of information on behalf of such Organization:
Technical and device information, such as device identifiers, browser type and version, operating system, screen dimensions, language preferences, IP address, and session timestamps.
Interaction and session information, such as pages visited, navigation patterns, clicks, scrolls, form interactions, user flows, and other on-screen behaviors captured by session replay technologies.
Audio and voice information, including call audio, voice recordings, transcripts, call metadata, and voice-related performance indicators, where an Organization enables voice evaluation features.
Derived or analytical information generated by InfiniteWatch's systems, including session classifications, friction indicators, usability or quality assessments, anomaly detection, sentiment estimations, and other analytics describing the performance or characteristics of interactions by humans, agentic workflows, or synthetic personas.
This information may incidentally include personal information relating to end-users of an Organization's products or services, depending on that Organization's configuration of the Service.
WHAT IS INFINITEWATCH'S ROLE IN RELATION TO THIS INFORMATION?
When processing the information described in this Appendix for an Organization, InfiniteWatch acts as a processor (or equivalent term under Applicable Data Protection Laws). The Organization determines the purposes and means of such processing and is responsible for providing any required notices to, and obtaining any consents from, its end-users.
HOW DOES INFINITEWATCH USE AI AND AUTOMATED ANALYSIS?
The Service may use automated processing, including machine learning models, to analyze interaction information and to generate insights. These tools may classify sessions, identify potential usability issues, evaluate workflow completion, estimate sentiment, or generate similar performance or quality indicators. Such processing may constitute profiling under Applicable Data Protection Laws.
InfiniteWatch does not use solely automated decision-making that produces legal effects concerning individuals or similarly significantly affects them. Outputs generated by AI components are designed to support Organizations in understanding user behavior, product performance, and system quality, and are not intended to be used as the sole basis for decisions relating to any individual.
HOW DOES INFINITEWATCH SUPPORT MASKING AND PSEUDONYMIZATION?
Organizations may configure the Service to mask, redact, or otherwise limit the capture of certain fields within their digital interfaces (such as payment card fields, government identifiers, or other sensitive inputs). InfiniteWatch encourages the use of these configuration options in alignment with privacy-by-design principles. InfiniteWatch may also apply internal pseudonymization or minimization techniques where appropriate for system monitoring, troubleshooting, and security.
HOW LONG IS THIS INFORMATION RETAINED?
Unless instructed otherwise by an Organization, session replay information, audio information, and derived analytics are retained for the period necessary to provide the Service and in accordance with the Organization's configuration settings and applicable contractual terms. Organizations may select shorter or longer retention windows for their end-user information. When InfiniteWatch processes information as a processor, it follows the Organization's documented instructions regarding retention and deletion.
COULD THIS INFORMATION BE TRANSFERRED TO OTHER COUNTRIES?
Where the information described in this Appendix is transferred to countries outside the jurisdiction of the individual to whom the information relates, such transfers occur in accordance with the mechanisms described in this Privacy Policy, including standard contractual clauses, the UK IDTA, or other appropriate safeguards under Applicable Data Protection Laws. Hosting, analytics, and support providers may be located in third countries depending on the Organization's deployment.
WHAT CHOICES DO END-USERS HAVE?
Where InfiniteWatch processes the information described in this Appendix as a processor on behalf of an Organization, any request to exercise rights under Applicable Data Protection Laws (such as access, deletion, correction, or portability) will be referred to the relevant Organization. InfiniteWatch will assist the Organization in responding to such requests as required by law and by the applicable agreement between the Organization and InfiniteWatch.
WHO DO I CONTACT WITH QUESTIONS ABOUT THIS APPENDIX?
Questions regarding this Appendix or the processing of session, interaction, audio, or AI-generated information may be directed to privacy@infinitewatch.ai or through the contact methods provided in this Privacy Policy.
