Paessler - The Monitoring Experts
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Privacy Policy

This data protection information provides you with details of the purposes for which and the form in which
personal data is processed when you visit the website and use the services of Paessler AG.

 

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.

 

B – Data processing during website visit

1. For the technical provision of the page

Every time a user accesses a page of this website and every time a file is retrieved, data is processed to establish the connection and to display the website correctly; this includes the name of the file retrieved, the date and time of the retrieval, the amount of data transferred, a message stating whether the retrieval was successful, a description of the type of web browser used (if transmitted by your browser), and the IP address of the retrieving computer. The processing of this data is necessary to establish the connection and display the data and is based on Art. 6 para. 1 lit. b GDPR.

Various cookies are also set for this purpose; these are required to display the website. The required cookies are named in the consent management (Consent Management Tool) under "functionally essential cookies".  

2. Consent management (Consent Management Tool)

When the web pages are called up, a window is displayed by including a corresponding JavaScript code, via which consent for cookies and applications requiring consent, external services (incl. statistical analysis/measurement, personalised advertising and the integration of social media) etc. can be given. The purpose of data processing is to obtain, document and manage the necessary consents, in particular for setting cookies, and thus to comply with legal obligations. Consent can be revoked via the corresponding settings in the tool.

Consents to cookies can be given or withdrawn for several processing operations combined for common purposes for the following categories: Usage analysis/performance measurement, marketing/targeting, use of individual services. 

3. For pseudonymised usage analysis

This website uses various third-party services to generate pseudonymised or anonymous information about the way the page is used and to better tailor the content offered to users. For this purpose, pseudonymised data on the page use such as time, duration and manner of page access as well as information on the browser used, regional origin and technology used are transmitted to the respective provider. The individual processing operations are described in more detail in the Consent Management Tool and are carried out on the basis of the consent given there in the tool for processing operations and cookies in the category "usage analysis/performance measurements".

Google Analytics: Web analytics service provided by Google, Inc. ("Google"). In the process, information about your use of this website is transmitted to a Google server in the USA, stored there and generated into anonymised reports about the use of the website and activities within the online offering. We would like to point out that on this website Google Analytics has been extended by the code "get._anonymizeIP();" to ensure anonymised collection of IP addresses.

HubSpot: This website uses HubSpot, a marketing automation platform from HubSpot, Inc. HubSpot uses cookies that track a user's interaction with Paessler websites. HubSpot also tracks browser-provided information such as inferred regions, IP addresses, and repeat visits. Users remain anonymous unless a user has provided personal information by submitting a form or using the website chat. HubSpot may be connected to and receive data from other services. See also section C.3. Please click here to set an opt-out cookie: set opt-out cookie

Hotjar: We use Hotjar to analyse the use of our website. Hotjar records specific data relating to the use and interaction of a website in a completely anonymous and random manner. We do not record keystrokes or the content of form fields with Hotjar. You can disable Hotjar by following these instructions: https://www.hotjar.com/opt-out.

Usabilla: We use Usabilla to get feedback on our website. Usabilla will display surveys to randomly selected visitors on some pages. These surveys are anonymous and do not contain any personal data of the participants. Please also see the explanations about Privacy and GDPR of Usabilla.

4. For pseudonymised advertising and advertising performance measurement ("targeting cookies" category)

With your consent, which you give (or revoke if necessary) in the pop-up window "Centre for data protection settings" in the category "Targeting cookies", pseudonymised data is processed for the placement of interest-based advertising on part of Paessler and for the measurement of advertisements. The individual processing operations are described in more detail in the Consent Management Tool and are carried out on the basis of the consent given there in the tool for processing operations and cookies in the "marketing/targeting" category.

 

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.

 

D – Data processing for the purchase of software/services

1. For registration/account use (Art. 6 par. 1 lit. b GDPR)

During the purchase of a service, an account ("registration") is set up by means of an e-mail address and a password. The data is used to guarantee you access to your orders and contracts and to process the software purchase.

When registering and each time a registered user logs in again, session cookies are stored on your computer to make visiting our website attractive and to enable the use of certain functions. These do not contain any personal data, but only your session ID, which is assigned to you during your visit. This session ID is used to reference internally stored data, such as information about the contents of your shopping basket. When you call up our pages at a later date, you can continue shopping in this way. The cookies generated have an expiry time of 90 days.

2. For the processing of the order (Art. 6 para. 1 lit. b GDPR)

During the ordering process, we collect and store information about your identity and your contact details (in particular first and last name, address, telephone number and e-mail address), as well as details about the purchase, and the payment including bank or credit card details.

These are used to process the order including payments and to provide the software and purchased services. This includes the provision of updates to enable you to download the latest version of the software free of charge at any time, as well as the provision of upgrade offers and other services from Paessler AG.

Your e-mail address is also required to check your licence and send you registration keys or download links, as well as to inform you about the status of maintenance contracts.

During the ordering process, we use the common TLS (Transport Layer Security) procedure in conjunction with the highest encryption level supported by your browser. As a rule, this is a 256-bit encryption. If your browser does not support 256-bit encryption, we use 128-bit instead. You can recognize whether an individual page of our website is transmitted in encrypted form by the closed display of the key or lock symbol in the lower status bar of your browser.

SaleCycle: Our shop uses SaleCycle to send you a shopping cart reminder e-mail if you do not complete the checkout process and have already provided an e-mail address. (http://www.salecycle.com/privacy-policy/)

SendGrid: In order to send invoice and licence e-mails reliably, we use the service of SendGrid. (https://sendgrid.com/policies/privacy/).

3. For the execution of payments (Art. 6 para. 1 lit. b GDPR)

Your address as well as your payment information will be transmitted to executing payment and billing service providers:

For Paessler PRTG Hosted Monitor, credit card information is handled by Stripe Inc. Headquarters, 185 Berry Street, Suite 550, San Francisco, CA 94107, USA. For more information on Stripe's privacy policy, please click here: https://stripe.com/us/privacy. Billing is done through Chargebee Inc., 340 S Lemon Ave #1537, Walnut, CA, 91789, USA. For more information on Chargebee's privacy policy, please click here: https://www.chargebee.com/privacy.html

In the case of Paessler PRTG Network Monitor (on premises), the credit card information is processed via the providers Computop Wirtschaftsinformatik GmbH, Schwarzenbergstr. 4, 96050 Bamberg, Germany (payment service provider) as well as Concardis GmbH, Helfmann-Park 7, 65760 Eschborn, Germany (acquirer) and American Express Payment Services Ltd, Frankfurt am Main branch, Theodor-Heuss-Allee 112, 60486 Frankfurt am Main, Germany.

4. For credit assessment and in the event of payment default (Art. 6 para. 1 lit. b and f GDPT)

In case of payment by "invoice", a creditworthiness check is carried out to decide whether to grant this method of payment on the basis of overriding legitimate protection interests in the event of advance performance. For this purpose, information about your creditworthiness will be obtained from credit agencies and used for evaluation. If you do not wish this, please select another payment method.

If you are in default of payment, we may transfer your personal data to a debt collection company commissioned by us or to a law firm commissioned by us in order to ensure the enforcement of our claims. Paessler AG has a legitimate interest pursuant to Art. 6 para. 1 lit. b GDPR to transfer data to a debt collection company in the event of late payment.

 

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.

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. 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. 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)