Last Modified: June 2, 2023
1. What Information We Collect About You
a. Information You Provide to Once. When you interact with us via our website or use our Services, we may collect Personal Data and other information from you, as further described below.
- When You Visit Our Websites. We collect Personal Data from you when you submit web forms or interact with our websites, for example requesting more information, subscribing to our blog, or creating a login to access Content. We may ask for your email address, first and last name, and other similar business information. You are free to explore some of our website without providing any Personal Data about yourself.
- Performance of Our Services. We may collect Personal Data when our Services require you to sign-up for an account, or permit you to create or modify user information, set preferences, or provide any other related information to access or utilize our Services.
- Customer Testimonials. We post customer testimonials and comments on our websites, which may contain Personal Data. We obtain each customer's consent via email or through other agreements between customers and Once prior to posting the customer's name and testimonial.
b. Information We Collect and Process When You Use our Services
- Log Files. When you visit our website or when you use our Services, we automatically collect information about your computer hardware and software. This information can include your IP address, browser type, domain names, internet service provider (ISP), the files viewed on our site (e.g., HTML pages, graphics, etc.), operating system, clickstream data, access times and referring website addresses.
- Usage Data. Where our Services require an account, we collect usage data when you or your users in your account interact with the Service. We engage third-party providers to collect usage data, and we only share data with these providers in an unidentified manner. Usage data includes metrics and information regarding your use and interaction with the Service such as what product features you use the most, when an object (like a ticket) is opened and closed, and how often certain features (like workflows) are triggered in your account.
2. How We Use Your Information
a. To Provide the Product and Services
- To Market and Promote the Services. We use the information you provide to Once to market and promote the products and services. For example, we use the information, like your email, to send information which we think may be of interest to you. We may also reach out to you to ask about other Once products or services you may be interested in.
- To Communicate with You About the Services. We use the data you provide to Once when signing up for the Services to contact you about billing, other administrative matters, and security incidents. We also use your information to provide customer support, such as resolving technical issues you encounter and analyzing product outages or bugs.
- To Provide and Improve the Service. We use the information you provide to Once to provide you with the Services and/or Content. For example, we may use the email address you provide to create your user account, and we use your payment information to process payments for use of the Service and/or access to the Content. We collect data about how our products and services are used by monitoring and tracking our product's users. We use this data to develop and improve our products and services. For example, we use usage data to assess trends and usage across the product to help us determine what new features or content our users may be interested in. We may share usage data externally but will only do so in an anonymized and/or aggregated manner to build and improve product features.
- To Secure and Protect our Product and Users. We use your information to investigate and help prevent security incidents.
b. Legal Basis for Processing Personal Data (EEA and UK visitors only)
- If you are a website visitor located in the European Economic Area (“EEA”) or United Kingdom (“UK”), our legal basis for collecting and using the Personal Data described above will depend on the Personal Data concerned and the specific context in which we collect it. However, we will normally collect Personal Data from you only where we have your consent to do so or where the processing is in our legitimate interests and not overridden by your data protection interests or fundamental rights and freedoms.
3. How We Share Information We Collect
a. Third Parties and Services Providers
- We employ third parties and service providers to provide services on our behalf to our website visitors and users of the product and services. Examples include analyzing data or performing statistical analysis on your use of the Services or interactions on our websites, processing credit card payments, and hosting partners to provide the necessary hardware, software, networking, storage, and other services. These service providers are prohibited from using your Personal Data except for these purposes, and they are required to maintain the confidentiality of your information. In all cases where we share your information with such agents, we explicitly require the agent to acknowledge and adhere to our privacy and data protection policies and standards.
- We may share data with trusted Once partners to contact you based on your request to receive such communications or help us perform relevant analyses. We also partner with trusted third parties to provide you with co-marketing content that we think may be relevant to you. Partners are prohibited from using your Personal Data except for these purposes, and they are required to maintain the confidentiality of your data.
c. Corporate Events
- If we (or our assets) are acquired by another company, whether by merger, acquisition, bankruptcy, or otherwise, that company would receive all information gathered by Once on the website and the Services. In this event, you will be notified via email and/or a prominent notice on our website, of any change in ownership, uses of your Personal Data, and choices you may have regarding your Personal Data.
d. Compelled Disclosure
- We reserve the right to use or disclose your Personal Data if required by law or if we reasonably believe that use or disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or comply with a law, court order, or legal process.
4. How We Transfer Data We Collect Internationally
a. International Transfers to Third Parties
5. How We Store and Secure Your Information
a. Data Storage and Security
- We use a variety of security technologies and procedures to help protect your Personal Data from unauthorized access, use or disclosure. We secure the Personal Data you provide on computer servers in a controlled, secure environment, protected from unauthorized access, use or disclosure. All Personal Data is protected using appropriate physical, technical and organizational measures.
b. Retention of Personal Data
- How long we keep information we collect about you depends on the type of information and how we collect and store it. After a reasonable period of time, we will either delete or anonymize your information or, if this is not possible, then we will securely store your information and isolate it from any further use until deletion is possible.
We retain Personal Data that you provide to us where we have an ongoing legitimate business need to do so (for example, as needed to comply with our legal obligations, resolve disputes and enforce our agreements). When we have no ongoing legitimate business need to process your Personal Data, we securely delete the information or anonymize it or, if this is not possible, securely store your Personal Data and isolate it from any further processing until deletion is possible.
6. Cookies and Similar Technologies
a. Cookies. Technologies such as cookies are used by Once and our marketing partners, affiliates, or analytics or service providers.
b. What are cookies? A cookie is a small file containing a string of characters that is sent to your computer when you visit a website. When you visit the site again, the cookie allows that site to recognize your browser. Cookies may store user preferences and other information.
Cookies provide a convenience feature to save you time, or tell the Web server that you have returned to a specific page.
Cookies set by the website owner (in this case, Once) are called "first party cookies". Cookies set by parties other than the website owner are called "third party cookies". Third party cookies enable third party features or functionality to be provided on or through the website (e.g. like advertising, interactive content and analytics). The parties that set these third party cookies can recognize your computer both when it visits the website in question and also when it visits certain other websites.
d. What types of cookies do we use and how do we use them? The specific types of first and third party cookies served through our website include:
Essential website cookies: These cookies are strictly necessary to provide you with services available through our website.
Performance and functionality cookies: These cookies are used to enhance the performance and functionality of our website but are non-essential to their use.
Analytics and customization cookies: These cookies collect information that is used either in aggregate form to help us understand how our website are being used or to help us customize our website for you.
Social networking cookies: These cookies are used to enable you to share pages and content that you find interesting on our website through third party social networking and other websites.
e. How can I control cookies? You have the right to decide whether to accept or reject cookies. You can exercise your cookie preferences by clicking on the appropriate opt-out links provided below.
In addition, most advertising networks offer you a way to opt out of targeted advertising. If you would like to find out more information, please visit http://www.aboutads.info/choices/. You may opt out by clicking here: http://optout.aboutads.info/ (or if located in the European Union, by clicking here: http://www.youronlinechoices.eu/). Please note this does not opt you out of being served advertising. You will continue to receive generic advertisements.
Essential website cookies: Because these cookies are strictly necessary to deliver the websites to you, you cannot refuse them. You can block or delete them by changing your browser settings however, as described above.
7. How to Access & Control Your Personal Data
a. Reviewing, Correcting and Removing Your Personal Data. You have the following data protection rights:
- You can request access, correction, updates or deletion of your Personal Data.
- You can object to our processing of your Personal Data, ask us to restrict processing of your Personal Data or request portability of your Personal Data.
- If we have collected and processed your Personal Data with your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your Personal Data conducted in reliance on lawful processing grounds other than consent.
- You have the right to complain to a data protection authority about our collection and use of your Personal Data.
To exercise any of these rights, please contact us. We will respond to your request to change, correct, or delete your data within a reasonable timeframe and notify you of the action we have taken.
b. To Unsubscribe from Our Communications. You may unsubscribe from our marketing communications by contacting us. Customers cannot opt out of receiving transactional emails related to Services.
8. California Privacy Rights
a. Applicability. This section applies only to California consumers. For purposes of this section “Personal Information” has the meaning given in the California Consumer Privacy Act (“CCPA”). It describes how we collect, use, and share California consumers' Personal Information in our role as a business, and the rights applicable to such residents. The California Consumer Privacy Act (“CCPA”) requires businesses to disclose whether they sell Personal Information. Once is a business, and does not sell Personal Information. We may share Personal Information with third parties if those third parties are authorized service providers or business partners who have agreed to our contractual limitations as to their retention, use, and disclosure of such Personal Information.
b. How We Collect, Use, and Share your Personal Information. We have collected the following statutory categories of Personal Information in the past twelve (12) months:
- Identifiers, such as name, e-mail address, mailing address, and phone number. We collect this information directly from you or from third party sources.
- Commercial information, such as transaction information and blockchain information.
- Internet or network information, such as browsing and search history. We collect this information directly from your device.
- Geolocation data, such as IP address. We collect this information from your device.
- Financial information, such as payment information or financial account numbers in the process of providing you with a Service. We collect this information from you.
- Other Personal Information, in instances when you interact with us online or by phone in the context of receiving help through our support channels; or in providing the Service.
c. Your California Rights
- You have certain rights regarding the Personal Information we collect or maintain about you. Please note these rights are not absolute, and there may be cases when we decline your request as permitted by law.
The right of access means that you have the right to request that we disclose what Personal Information we have collected, used and disclosed about you in the past 12 months.
The right of deletion means that you have the right to request that we delete Personal Information collected or maintained by us, subject to certain exceptions.
The right to non-discrimination means that you will not receive any discriminatory treatment when you exercise one of your privacy rights.
Once does not sell Personal Information to third parties (pursuant to California Civil Code §§ 1798.100–1798.199, also known as the California Consumer Privacy Act of 2018).
d. How to Exercise Your California Rights
- You can exercise your rights yourself or you can alternatively designate an authorized agent to exercise these rights on your behalf. Please note that to protect your Personal Information, we will verify your identity by a method appropriate to the type of request you are making. We may also request that your authorized agent have written permission from you to make requests on your behalf, and we may also need to verify your authorized agent's identity to protect your Personal Information.
- Please use the contact details below, if you would like to: Access this policy in an alternative format; Exercise your rights; Learn more about your rights or our privacy practices; or Designate an authorized agent to make a request on your behalf.
9. Data Protection Officer
10. Other Important Privacy Information
a. We Never Sell Personal Data. We will never sell your Personal Data to any third party.
b. Information About Children. We do not knowingly or intentionally collect Personal Data about children under 16. If you believe that we have collected Personal Data about a child under 16, please contact us here, so that we may delete the information