Privacy Policy

A – General information on the processing of your data

1. Responsible body, contact and contact to the data protection officer

Responsible for the data processing described herein is Paessler AG,

Postal address: Thurn-und-Taxis-Str. 14, 90411 Nuremberg, Germany,
e-mail: [email protected],
Phone: +49 911 93775-0

You can contact the company data protection officer by e-mail at [email protected] or by letter to the above address with the addition "to the data protection officer".

2. Your rights

You have the right to

• Information about the data stored about you
• Correction or deletion
• Restriction of processing
• Objection to processing
• Data portability

insofar as the legal requirements for this are met.

In order to process your request quickly and efficiently, we recommend that you send your request directly to [email protected] in order to exercise your rights.

You also have the right to complain to any data protection supervisory authority about the data processing of Paessler AG. The Bavarian State Office for Data Protection Supervision (Bayerisches Landesamt für Datenschutzaufsicht) is responsible for Paessler AG. You are welcome to contact our data protection officer in advance about your concerns (anonymously if you wish) so that we can rectify any problems.

3. Right of withdrawal for consents

If the data processing is based on consent, this consent can be revoked at any time with effect for the future.

If the data processing is based on an overriding legitimate interest, it may be objected to for specific personal reasons; it will then only be continued if there are compelling legitimate grounds for it.

In order to process your request quickly and efficiently, we recommend that you send your request directly to [email protected] in order to exercise your rights.

C – Data processing when using the individual web services

1. When registering for the newsletter

When you register for the newsletter, we collect and store the e-mail address and name you provide in order to send you information about our products and to send you innovations and offers. Your e-mail address will not be used for other purposes or passed on to third parties.

You can revoke your consent to the use of your e-mail address for the sending of our newsletter at any time with future effect by clicking on the "Unsubscribe" link at the end of the newsletter.

2. In the event of the purchase and installation of trial and freeware (Art. 6 para. 1 lit. b and f GDPR)

For the use of trial and freeware and their operation, we collect and store your e-mail address. Paessler uses this data to send you your licence key, to guide you through the installation and to clarify typical installation questions as well as the status of the installation, to determine your need for support during the installation and operation of the software and to clarify further use after the end of the trial phase, whereby contact may also be made by telephone (Art. 6 para. 1 lit. b GDPR). In order to ensure optimal support, contact may also be made by partners or service providers commissioned by us (Art. 6 para. 1 lit. f GDPR). Telephone numbers are only collected from publicly accessible sources.

3. When using the contact forms or a website chat (Art. 6 para. 1 lit. b GDPR)

When using the contact forms ("Need help? Contact us", " Customer service request " and others), the content you enter in the contact form is processed and stored. Depending on the respective contact form, the content may include the following data: Company, name, e-mail address, telephone number, preferred supplier, invoice number, credit card details, PRTG account e-mail. The content is only processed and stored when you submit a form. The processing is done to handle your request.

The data is processed by Paessler AG with the support of other service providers and remains stored by us for 12 months. After this period, your data will be deleted unless you continue to be in contact with Paessler AG in the meantime (e.g., downloading content, sending us an e-mail).

Cookies from the service provider Wufoo are generated and stored for the use of the form. Details of this are described in the Consent Tool in the category "Cookies when using individual services".

Google Lead Form Extensions in Search Ads and Display Ads: The data (your e-mail address and other data requested in the form) that you provide to us by filling in and submitting the form in the ad played by Google Ads on the Google search page or on a page belonging to the Google Display Network, will be recorded and processed in our Google Ads account, whereby Google and Google employees do not have access to your data. Your data will be stored by us for 12 months. After this period, your data will be deleted, unless you have been in contact with Paessler AG in the meantime by visiting a Paessler AG website, downloading content, sending an e-mail to us or similar.

4. When registering for online training (Art. 6 para. 1 lit. b GDPR)

When you register for our online training, your e-mail address, surname and first name and details of your company are collected and processed for the administrative handling of the training. Content (such as voice, chat or video) is not stored.

Technical platforms from service providers are used to conduct a training and a test; the respective service provider (Classmarker, Readytech) processes connection data such as IP address and time and duration of the connection for this purpose. This data is necessary for the execution of a training or test.  The data is transmitted to the respective service provider, which provides the technical infrastructure. Further information on the data protection provisions of the respective service providers can be found here:

https://www.classmarker.com/online-testing/privacy/

https://www.readytech.com/policies/privacy-policy/

We use the services of PayPal to process the course fee.

5. When registering with our Knowledge Base (Art. 6 para. 1 lit. b GDPR)

When you register with our Knowledge Base, your e-mail address and other data you provide will be collected. Registration is possible independently of other services. Registration is only necessary if you want to ask questions. You can also send the question to our support instead.

E – Data processing when using software/services

1. For updating software and generating usage statistics

Paessler AG software products can connect to Paessler AG servers at regular intervals to check whether newer software versions or important security updates are available. In the course of this, statistical information about the installation (e.g., number of sensors) is transmitted. We store and analyse this statistical data in order to make well-founded optimisations to products and processes and make product recommendations.

We also use Google Analytics to collect statistical data about the use of PRTG's graphical interface in order to improve the user experience. This information is transferred to a Google server in the USA, stored there and used to generate anonymised reports. This information is used in pseudonymised form. You can stop or reactivate participation in this data collection at any time by disabling or enabling this feature in the PRTG settings of your installation. For Paessler PRTG Hosted Monitor, you can use the opt-out procedures listed in section B.2.

We also generate statistics on the actual use of our software products and apps for mobile devices. This provides us with important information for the continuous development of our products.

2. For PRTG additional services

Paessler may provide additional services through third parties. As soon as these functions are used in a PRTG interface (including our applications) or via the API, the PRTG Core Server connects to Paessler's external infrastructure without further query.

In case of push notifications, Paessler stores necessary data (e.g., a unique recipient ID and details of an alarm) and passes this on to other service providers (e.g., Google, Apple or Microsoft) for transmission to end devices.

When monitoring targets via the PRTG Added Services (e.g., Ping, HTTP), Paessler stores the monitored host and Internet addresses (URLs).

3. For contacting Paessler

In the event of contacting technical support or customer service via our contact forms or by e-mail, PRTG stores the transmitted data and the "Support Bundle".

4. When using the chat function (Art. 6 para. 1 lit. b GDPR)

To chat with Paessler, the chat service of Olark by Habla Inc., 245 Ramona St., Palo Alto, CA 94301can be used; this service allows users of the PRTG web interface (and other PRTG software clients) to chat directly with paessler.com staff and answer questions. The processing of data during the chat process is carried out by the provider Olark. During the chat connection, the chat provider displays the location, IP address, browser details and website visited to Paessler. This processing is necessary to carry out the chat. We do not have access to this data after the connection has ended. For details on how Olark handles your personal data and your rights in this regard, please refer to Olark's privacy policy at https://www.olark.com/pages/tos .

Olark places cookies on your computer. You may refuse the use of cookies by selecting the appropriate settings on your browser, but please note that if you do this you may not be able to use the full functionality of the live chat.

5. When participating in webinars and online product demonstrations (Art. 6 para. 1 lit. b GDPR)

Participation in webinars or product demonstrations takes place via the "Zoom" service of the provider Zoom Inc., 55 Almaden Boulevard, Suite 400, 500, 600, San Jose, CA 95113, USA. When used, the provider processes data (on usage) of the participants on its own responsibility; this includes information on usage time and duration, IP address and device details. The processing of the data is necessary for the use of the service. Please refer to Zoom's Privacy and GDPR statements.

6. Remote sessions within the scope of support services (Art. 6 para. 1 lit. b GDPR)

During the remote session Paessler will display the corresponding screen content of the customer, which is necessary to perform the operation. After the remote session, access by Paessler is no longer possible. If personal data is disclosed during the remote session, this data will not be stored by Paessler at any time. For remote sessions, one of the following tools is used. Usage data (such as usage time and duration, IP address and device details) that accrue during the remote session are processed by the provider on its own responsibility:

"TeamViewer" of TeamViewer Germany GmbH, Bahnhofsplatz 2, 73033 Göppingen, Germany. Information on data protection can be found here TeamViewer Privacy Notice.

"Zoom" of the provider Zoom Inc, 55 Almaden Boulevard, Suite 400, 500, 600, San Jose, CA 95113, USA. Please refer to Zoom's Privacy and GDPR statements.

"Microsoft Teams" by Microsoft Corporation, One Microsoft Way, Redmond, WA 98052-6399, USA. For privacy information, please go to Microsoft Privacy Statement.

7. For advertising purposes (Art. 6 para. 1 lit. f GDPR)

If you are a customer, Paessler uses your data and your e-mail address to send you offers for further services and products. To ensure optimal customer service, contact may also be made by partners or service providers commissioned by us. If you do not wish to be contacted, you can object to the data processing at any time. To do so, send an objection to: [email protected]

We use TrustPilot as our customer rating service. We add personalised URLs to some e-mails and web pages. Only when such a link is clicked, your name and e-mail address are transmitted to TrustPilot. TrustPilot only stores your data if you decide to create an account. (http://legal.trustpilot.com/end-user-privacy-terms)