Personal Information Defined. LivePerson considers "Personal Information" to include information that alone or when in combination with other information may be used to readily identify or contact you, such as: name, address, email address, or phone number. LivePerson does not consider Personal Information to include information that has been anonymized so that it does not allow a third party to easily identify a specific individual.
LivePerson maintains transcripts ("Transcripts") of chats, emails and other written communications conducted between you and any Expert or Member using LivePerson's products and services. LivePerson may, in accordance with applicable law (including laws related to notice and/or consent), record and maintain recordings of voice communications ("Recordings") between you and any Expert or Member.
LivePerson maintains Transcripts of communications that are conducted between you and LivePerson. LivePerson also maintains copies of Surveys and LivePerson may, in accordance with applicable law (including laws related to notice and/or consent), record and maintain Recordings of voice communications between you and LivePerson.
Browser Information and Usage Information. We log web browser information (e.g., Internet Protocol addresses and browser types) and other usage information from LivePerson's Expert Services Site and LivePerson's Expert Services Platform such as page view tallies, time spent on each page, geographic location information, page browsing information, subject matter browsing information and operating system information. If the Expert Services Visitor is using a mobile or other portable device to visit or access LivePerson's Expert Services Site or LivePerson's Expert Services Platform, we may collect hardware information related to the device used by the Expert Services Visitor.
Your browser may be set to limit or prevent any of the browser information described above from being transmitted. If so, LivePerson's Expert Services Site, LivePerson's Expert Services Platform or certain communication tools, or other features or functions offered as part of LivePerson's Expert Services Site or LivePerson's Expert Services Platform, may not be available to you.
Member Account. In order for a visitor to use many of the features or offerings on LivePerson's Expert Services Site or LivePerson's Expert Services Platform, the visitor may be required to open a member account and provide Personal Information. Many services require payment of a fee. Before using pay services, the Member would be required to provide payment information via the members account. LivePerson uses a third party credit card processor to process and store credit card information submitted via the Member’s account.
LivePerson may allow Expert Services Visitors to sign in to LivePerson's Expert Services Platform and/or enroll as a Member by using the sign-in credentials used by such visitor on a third party social media website (e.g., Facebook). By signing in or enrolling using the third party website’s credentials, the Expert Services Visitor consents to LivePerson collecting and maintaining the information provided via such third party website. LivePerson is not responsible for the privacy practices of any third party website.
Requests for Information, News and other Content. When you sign up to become a Member or an Expert, you may sign up to receive information, news and other content related to new and existing products and services related to LivePerson's Expert Services Site, LivePerson's Expert Services Platform and events and other information related to LivePerson that may be of interest to you. You may also sign up to receive information, news and other content from third parties whose services and/or products we believe may be of interest to you. You will be asked to provide Personal Information, such as contact details and other information, relevant to delivering such news and information. We maintain all such information.
Technical Support Requests. If you need technical support related to LivePerson's Expert Services Site or LivePerson's Expert Services Platform, you will need to complete a form for the purposes of defining and clarifying your technical support request. When submitting a technical support request, you will be asked to provide Personal Information, including an email address and a description of the issue. We maintain copies of all technical support requests and other information submitted with or related to such requests.
Promotions. From time to time, we may offer promotions on LivePerson's Expert Services Site or via LivePerson's Expert Services Platform. If we do, and if you wish to participate, you may be required to provide Personal Information, such as contact information and other information. We maintain such information.
Expert Services Applicants. If a visitor wishes to apply to be an Expert on LivePerson's Expert Services Platform, the visitor will be required to submit Personal Information as requested. Any information supplied by or on behalf of a visitor for purposes of becoming an Expert may be maintained by LivePerson as well as third party affiliates and other third parties. Please note that LivePerson may have additional privacy terms that apply to Expert applicants. Such terms will be made available when an applicant applies to be an Expert or when an applicant otherwise accesses his or her account.
Transcripts, Surveys and Recordings. LivePerson may access and use Transcripts, Surveys and Recordings for purposes of performing or delivering a service to an Expert Services Visitor, providing maintenance or support services for an Expert Services Visitor, for training and quality assurance purposes, for purposes of investigating any claim made by or related to an Expert Services Visitor, for purposes of improving our services and/or for other lawful purposes. Third-party service providers retained by LivePerson to perform services on behalf of LivePerson may also have access to Transcripts, Surveys and Recordings for purposes of performing or delivering a service to LivePerson, providing maintenance or support services, for training and quality assurance purposes, for purposes of investigating any claim made by an Expert Services Visitor or related to an Expert Services Visitor’s use of the services, for purposes of improving our services and/or for other lawful purposes.
Experts with whom a Member or other Expert Services Visitor communicates have access to the Transcripts and Recordings between them. LivePerson has no control over the privacy practices of such Experts. You are encouraged to verify the privacy practices of Experts before you communicate with them.
Browser Information and Cookies. We use browser information, cookies and pixel tags to determine whether a communication service or marketing material should be deployed on your browser when you are visiting LivePerson's Expert Services Site or using LivePerson's Expert Services Platform. We may also use browser information, cookies and pixel tags: to determine how you arrived at LivePerson's Expert Services Site or LivePerson's Expert Services Platform, to determine whether you are a return visitor, to help us improve our product and service offerings, for quality assurance and training purposes, to help diagnose problems with our servers, to gather broad demographic information, to administer and optimize our services, to deliver marketing or other materials to you on behalf of third parties and for other lawful purposes. Information collected by third party operators themselves is governed by their own privacy policies.
Aggregate Information. We may aggregate information so that it is not Personal Information, and we may use and share such aggregated information for training and quality assurance purposes, for purposes of delivering our services, for purposes of expanding and improving our services and for other lawful purposes.
If you accessed LivePerson's Expert Services Site or LivePerson's Expert Services Platform via a third party website, you may be subject to terms and conditions that apply to that third party website. As mentioned below, LivePerson is not responsible for the privacy practices of any third party.
LivePerson uses third party data facilities and other third party service providers to perform services that are routinely handled by such providers. Such providers may store and, if applicable, process Personal Information and non-Personal Information in keeping with the service that they provide. We may also share weblog data and other similar non-Personal Information Data with third parties. For example, we may share traffic data for the Site with a third party that analyzes and publishes Website traffic surveys.
If you are visiting from the European Union or other regions with laws governing data collection and use that may differ from U.S. law, including those whose privacy laws may be more restrictive than U.S. law, please note that you are transferring your personal data to the United States to LivePerson. By providing your personal data you consent to that transfer.
Security. Data transmissions over the Internet cannot be guaranteed to be fully and absolutely secure. Our website and our services have security measures in place designed to protect against the loss, misuse and alteration of the information under our control. Our security measures include the measures described below.
Encryption and Firewalls. Chat transcripts are encrypted during transmission. We use standard Secure Socket Layer (SSL) encryption that encodes information for such transmissions. All Transcripts are maintained and archived on secure servers. Access to stored data is protected by multi-layered security controls including firewalls, role-based access controls and passwords. Experts and Members may review their chat history and see Transcripts of chats that they have engaged in. Experts and Members are only granted access to the chats that they engaged in under their Expert profile or Member profile. Data is backed up regularly and archives are stored off-site in a secure location.
Safe Harbor. LivePerson complies with the U.S.-EU Safe Harbor Framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of Personal Information from European Union member countries. The company has certified that it adheres to the Safe Harbor Privacy Principles of notice, choice, onward transfer, security, data integrity, access, and enforcement. To learn more about the Safe Harbor program, and to view the company's certification, please visit http://www.export.gov/safeharbor/.
LivePerson's Expert Services Platform made available on Third Party Websites. LivePerson's Expert Services Platform may be made available on third party websites. In addition, links to LivePerson's Expert Services Site and LivePerson's Expert Services Platform may be made available on third party websites. LivePerson is not responsible for and does not control the privacy practices of any third party. Accordingly, we encourage you to review the privacy practices of each website that you use or visit.
Business Transfers. In the event that all or substantially all of LivePerson's assets have been acquired, or in the event of any merger, bankruptcy or reorganization involving LivePerson, all Transcripts, Recordings and Surveys, as well as all other information about you and your use of our services will likely be included in the acquired or merged assets.
Choice Regarding Personal Information. If you elect to engage in any communication using our services, it is up to you to decide what, if any, information to provide during such session. Depending on your request or the means of communication it may not be possible to communicate with you or address all of your questions without providing some information. Nevertheless, if you do not wish to furnish certain information, then you should not do so.
Your California Privacy Rights. Under California Civil Code sections 1798.83-1798.84, California residents are entitled to ask us for a notice describing what categories of personal customer information we share with third parties or corporate affiliates for those third parties or corporate affiliates' direct marketing purposes. That notice will identify the categories of information shared and will include a list of the third parties and affiliates with which it was shared, along with their names and addresses. If you are a California resident and would like a copy of this notice, please submit a written request to the address referenced below.
Children's Privacy. LivePerson does not encourage participation or visitation by children. Visitors who are known to be under the age of 16 are prohibited from becoming Members or Experts. LivePerson does not knowingly collect personally identifiable information from children under the age of 16.
Encryption is the process of transforming information into unreadable text so that it is only legible to those possessing an encryption key. The process of making encrypted information readable again is referred to as decryption.
Pixel tags are small graphic images that are embedded in a web page or email for purposes of tracking activity on web pages or whether a user has opened or accessed an email. A pixel tag may be set to identify on what browser and computer it was viewed, whether that browser has cookies received from a server associated with the pixel tag, and whether the web page or email with the pixel tag was forwarded or copied.
Web browser is a software program that allows a user to access, retrieve and view information on the World Wide Web. Examples of browsers include Internet Explorer, FireFox, Google Chrome and Safari.
Last updated: August 22, 2013. For the prior version, please click here
Experts are not employees or representatives of LivePerson.