SysAid Privacy Policy

Last Update: Oct 7, 2024

In order to ensure transparency and give you more control over your personal information, this privacy policy (“Privacy Policy”) governs how we, SysAid Technologies Ltd. (together, “SysAid” “we”, “our” or “us”) use, collect and store personal data we collect or receive from or about you (“you”) such as in the following use cases:

We greatly respect your privacy, which is why we make every effort to provide a platform that would live up to the highest of user privacy standards. Please read this Privacy Policy carefully, so you can fully understand our practices in relation to personal data. “Personal data” or “personal information” means any information that can be used, alone or together with other data, to uniquely identify any living human being. Please note that this is a master privacy policy and some of its provisions only apply to individuals in certain jurisdictions. For example, the legal basis in the table below is only relevant for GDPR-protected individuals.

Important note: Nothing in this Privacy Policy is intended to limit in any way your statutory right, including your rights to a remedy or means of enforcement. You are not required by law to provide the Personal Information but without providing the same you will not be able to use our services.

Table of contents:

What information we collect, why we collect it, and how it is used
Client users information
How we protect and retain your personal data
How we share your personal data
Additional information regarding transfers of personal data
Your privacy rights
Use by children
Interaction with third party products
Log files
Analytic tools
Specific provisions applicable under California privacy law
How to contact us

This Privacy Policy can be updated from time to time and, therefore, we ask you to check back periodically for the latest version of this Privacy Policy. If we implement significant changes to the use of your personal data in a manner different from that stated at the time of collection, we will notify you by posting a notice on our Website or by other means.

WHAT INFORMATION WE COLLECT, WHY WE COLLECT IT, AND HOW IT IS USED

When you browse or visit our Website

Personal Information we collect: We use analytics tools, cookies and log files on our Website which collect Personal Information such as IP address, pages clicked, search and browser history, and device information, session durations, user patter of your use of the Website, the frequency and scope of your use of the Website and information about your computer and internet connection, including the operating system you use and browser type. For more information about our use of cookies, please read our cookie policy.
For what purposes: We use such information to analyze use trends of the Website, maintain and improve the functionality of the Website and marketing and promotional efforts; we may also share certain of this information with third parties. For more information, please refer to our cookie policy.
Legal basis (GDPR only, if applicable): Legitimate interest (e.g., essential cookies required for the operation of the Website) or consent (e.g., non-essential cookies, to the extent required under applicable law).
Consequences of not providing the Personal Information: Certain Website features may not be available.

When you make use of, or interact with, our Website (e.g., request a free trial or a product demo, when you take the interactive product tour, when you request a quote, when you submit a SysAid Product Comparison request, and/or send us a contact us form via Chat bot or via a support ticket on the Website)
1. Personal Information we collect: Full name, phone number, business email address, company name, comments/messages, as well as any other Personal Information that you decide to provide us with.
2. For what purposes: To provide you with a free trial of our product/s, to provide you with a product demo, to communicate with you when coordinating and providing the product demo, to provide you with a guided tour, to communicate with you when coordinating the guided tour, to provide you with a detailed breakdown of which modules and features are included in the different editions of SysAid, to respond to your questions, comments, and other requests for ongoing customer assistance, technical support and maintenance of the Website, to better understand your needs, both on an aggregated and individualized basis, in order to further develop, customize and improve our Website based on users’ preferences, experiences and difficulties, to communicate with you and contact you to obtain feedback from you regarding the Website and demo, to establish a business relationship with you. In addition, in some circumstances, we will send you marketing communications (subject to your consent).
3. Legal basis (GDPR only, if applicable): Performance of a contract to which the data subject is a party or in order to take steps at the request of the data subject prior to entering into a contract and/or legitimate interest (e.g. respond to a query sent by you, marketing) or consent (for marketing, if required under applicable law).
4. Consequences of not providing the Personal Information: We cannot provide you with a free trial of our product/s, provide you with a product demo, communicate with you when coordinating and providing the product demo, provide you with a guided tour, communicate with you when coordinating the guided tour, provide you with a detailed breakdown of which modules and features are included in the different editions of SysAid, respond to your questions, comments, and other requests for ongoing customer assistance, technical support and maintenance of the Website, better understand your needs, both on an aggregated and individualized basis, cannot develop, customize and improve our Website based on users’ preferences, experiences and difficulties, communicate with you and contact you to obtain feedback from you regarding the Website and demo, establish a business relationship with you, nor send you marketing communications (subject to your consent).
When you subscribe to our blog, newsletter(s) or distribution list(s)

Personal Information we collect: Full name and email address.
For what purposes: To subscribe you to our blog or newsletter and send you updates about SysAid, including marketing communications, to understand your needs and interests, optimize the content we send you and make it more suitable and relevant to your needs, including, to improve your experience on the Services by providing you with personalized content, recommendations, and features.
Legal basis (GDPR only, if applicable): Depending on the context, legitimate interest or consent.
Consequences of not providing the Personal Information: We will not be able to provide you with updates or send you marketing communications.

When you register for an account with and login to the SysAid Community
1. Personal Information we collect: Full name, email address, community username, password.
2. For what purposes: To register your account, enable you to login and use the SysAid Community, to communicate with you, and to send you marketing communications.
3. Legal basis (GDPR only, if applicable): Performance of a contract to which the data subject is a party or in order to take steps at the request of the data subject prior to entering into a contract and/or legitimate interest (e.g. respond to a query sent by you, marketing) or consent (for marketing, if required under applicable law).
4. Consequences of not providing the Personal Information: We will not be able to register your account, enable you to login and use the SysAid Community, communicate with you, nor send you marketing communications.
When we process your job application submitted through the Website

Personal Information we collect: Full name, email address, phone number, LinkedIn Profile URL, CV/cover letter, Portfolio, and any other information that you decide to provide us with.
For what purposes: To process your job application, to assess you as a candidate and to send you candidate-related communications.
Legal basis (GDPR only, if applicable): Performance of a contract to which the data subject is a party or in order to take steps at the request of the data subject prior to entering into a contract and/or legitimate interest (to assess you as a candidate when you submit the data voluntarily to us).
Consequences of not providing the Personal Information: We will not be able to assess you as a candidate.

When you make use of the Services, including when you create an account and when you log in (including interaction with the AI Chatbot)
1. Personal Information we collect: Full name, email address, username, password.
2. For what purposes: To allow you to log in and use the Service, to receive the Service, to provide you with customer support, to send you Service-related communications, and to send you marketing communications.
3. Legal basis (GDPR only, if applicable): Performance of a contract to which the data subject is a party or in order to take steps at the request of the data subject prior to entering into a contract and/or legitimate interest (e.g. respond to a query sent by you, marketing) or consent (for marketing, if required under applicable law).
4. Consequences of not providing the Personal Information: We will not be able to allow you to log in and use the Service, to receive the Service, to provide you with customer support, to send you Service-related communications, nor send you marketing communications.
When you attend a marketing event, provide us with your business cards and/or provide us with your personal data for marketing purposes
1. Personal Information we collect: we collect your full name, company name, position, and title, email address, and other information provided by you when you interact with us.
2. For what purposes: to establish a business connection, to provide you with information and assistance, and/or communicate with you, and to send you marketing communications.
3. Legal basis (GDPR only, if applicable): Depending on the context, legitimate interest or consent (e.g., marketing communications).
4. Consequences of not providing the Personal Information: We will not be able to respond to your requests, to provide you with information and assistance, to establish a business relationship, nor send you marketing communications.
When we acquire your personal data from third-party sources (such as lead-generation companies)
1. Personal Information we collect: we collect your full name, company name, position, and title, and email address.
2. For what purposes: to establish a business connection and/or communicate with you, and to send you marketing communications.
3. Legal basis (GDPR only, if applicable): Depending on the context, legitimate interest or consent (e.g., marketing communications).
4. Consequences of not providing the Personal Information: We will not be able to respond to your requests, establish a business relationship and send you marketing communications.
When we use the personal data of our customers (e.g. contact details)

Personal Information we collect: your full name, company name, position, and title, payment details, email address, and other information provided by you when you interact with us.
For what purposes: to provide our products and services, to perform the applicable agreement, to communicate with our customers/clients.
Legal basis (GDPR only, if applicable): Depending on the context, Processing is necessary for the performance of a contract to which our customer is a party, compliance with a legal obligation (e.g. tax laws, bookkeeping laws, etc.), legitimate interest (e.g. send you contract-related communications)
Consequences of not providing the Personal Information: We will not be able to provide our products and services, to perform the applicable agreement, to communicate with our customers/clients.

When we use the personal data of distributors and channel partners or resellers (e.g. contact details)

Personal Information we collect: your full name, company name, position, and title, payment details, email address, and other information provided by you when you interact with us.
For what purposes: to perform the applicable agreement, to communicate with our distributors/partners.
Legal basis (GDPR only, if applicable): Depending on the context, Processing is necessary for the performance of a contract to which our distributor/partner is a party, compliance with a legal obligation (e.g. tax laws, bookkeeping laws, etc.), legitimate interest (e.g. send you contract-related communications)
Consequences of not providing the Personal Information: We will not be able to provide our products and services, to perform the applicable agreement, to communicate with our distributors/channel partners.

When we use the personal data of our service providers (e.g. contact details)

Personal Information we collect: your full name, company name, position, and title, payment details, email address, and other information provided by you when you interact with us.
For what purposes: to perform the applicable agreement, to communicate with our service providers.
Legal basis (GDPR only, if applicable): Depending on the context, Processing is necessary for the performance of a contract to which our service provider is a party, compliance with a legal obligation (e.g. tax laws, bookkeeping laws, etc.), legitimate interest (e.g. send you contract-related communications)
Consequences of not providing the Personal Information: We will not be able to provide our products and services, to perform the applicable agreement, to communicate with our service providers.

When you interact with us on our social media profiles (e.g., Youtube, Twitter, and LinkedIn)

Personal Information we collect: we collect your contact details (name, email address, company name, job role)
For what purposes: to send you information about our products, services or offerings, to establish a business connection.
Legal basis (GDPR only, if applicable): Depending on the context, our legal basis for collecting this information is the consent you give for this purpose, legitimate interest (e.g., to send you more information about SysAid), and/or for the purposes of pre-contractual discussions.
Consequences of not providing the Personal Information: We will not be able to respond to send you information about our products, services or offerings, nor establish a business relationship.

Finally, please note that some of the abovementioned personal data will be used for detecting, taking steps to prevent, and prosecution of fraud or other illegal activity, to identify and repair errors, to conduct audits, and for security purposes. Personal Data may also be used to comply with applicable laws, with investigations performed by the relevant authorities, law enforcement purposes, and/or to exercise or defend legal claims. In certain cases, we may or will anonymize or de-identify your personal data. “Anonymous Information” means information that does not enable identification of an individual user, such as aggregated information about the use of our services. We may use Anonymous Information and/or disclose it to third parties without restrictions (for example, in order to improve our services and enhance your experience with them). You understand and acknowledge that in the course of its normal and routine operation, the Main System/Software and/or Agent corresponds with Your End Points and regularly sends SysAid non-personal information, that enables SysAid to properly provide or advise you with regard to relevant notifications made by SysAid. For the purpose of this section, non-personal information shall mean any information that cannot be directly associated with a specific person or entity. Non-personal information includes but is not limited to your SysAid configuration, including the version you are using, your database type and your language preference. Non-personal information does not, however, include any data that you have entered into the Main System.

CLIENT USERS INFORMATION

SysAid has a contractual relationship with its clients (“Client”). In the context of the Platform’s services, the Client can upload (at the Client’s discretion) information, technical data, and Personal Data to the Platform, which generally speaking belongs to the customers, employees or users of the Client (“Client Users Information”).
For the avoidance of doubt, SysAid is considered a “Processor” and the Client a “Controller” (as both such capitalized terms are defined in the European Union General Data Protection Regulation (“GDPR”)) of such Client’s Users Information. SysAid is considered a “Service Provider” and the Client a “Business” (as both capitalized terms are defined in CCPA). Client is responsible for the security, integrity and authorized usage of Personal Data in the context of the Platform about the Client’s Users Information, and also for obtaining consents, permissions and providing any required data subject rights and fair processing notices required for the collection and usage of such Personal Data. Please note that SysAid does not have any contractual relationship with the Client’s customers and users, therefore, SysAid’s Clients are the responsible party for complying with all laws and regulations (including, without limitation, privacy laws) that apply to the collection and use of the Client’s Users Information. If you are a Client’s customer or user and have any questions about your Personal Data, please contact the Client directly.
If your use of our Services includes processing “personal data” that is subject to the GDPR or “personal information” that is subject to the CCPA, of Client Users Information, then the processing of such Clients Users Information shall be made in accordance with SysAid’s Data Processing Addendum (“DPA”) that is available here

HOW WE PROTECT AND RETAIN YOUR INFORMATION

Security. We have implemented appropriate technical, organizational and security measures designed to protect your personal data. In line with GDPR, appropriate measures are assessed in terms of a variety of factors including the sensitivity of the data, the risks to individuals associated with any security breach, state of the art technologies, and the nature of the processing. These measures include data anonymization in problem investigation/resolution and encryption. Regular testing of the effectiveness of all security measures is a continuous process. However, please note that we cannot guarantee that the information will not be compromised as a result of unauthorized penetration to our servers. As the security of information depends in part on the security of the computer, device or network you use to communicate with us and the security you use to protect your user IDs and passwords, please make sure to take appropriate measures to protect this information. For a description of our data storage, backup and security policies, please see here.
Retention of your personal data. In addition to the retention periods mentioned above, in some circumstances we may store your personal data for longer periods of time, for example (i) where we are required to do so in accordance with legal, regulatory, tax or accounting requirements, or (ii) for us to have an accurate record of your dealings with us in the event of any complaints or challenges, or (iii) if we reasonably believe there is a prospect of litigation relating to your personal data or dealings. We have an internal data retention policy to ensure that we do not retain your personal data perpetually. Regarding retention of cookies, you can read more in our cookie policy.

HOW WE SHARE YOUR PERSONAL DATA

In addition to the recipients described above, we share your Personal Information as follows:

With our hosting providers.
With our service providers and business partners with whom we jointly offer products or Services as well as in order to allow them to provide customer support.
With our affiliated companies, staff and other entities within our group.

We may also share your personal information as follows:

To the extent necessary, with regulators, courts or competent authorities, to comply with applicable laws, regulations and rules (including, without limitation, federal, state or local laws), and requests of law enforcement, regulatory and other governmental agencies or if required to do so by court order;
If, in the future, we sell or transfer, or we consider selling or transferring, some or all of our business, shares or assets to a third party, we may disclose your personal information to such third party (whether actual or potential) in connection with the foregoing events; and/or
In the event that we are acquired by, or merged with, a third party entity, or in the event of bankruptcy or a comparable event, we may transfer, disclose or assign your personal information in connection with the foregoing events, including, in connection with, or during negotiations of, any merger, sale of company assets, consolidation or restructuring, financing, or acquisition of all or a portion of our business by or to another company; and/or
Where you have provided your consent to us sharing or transferring your Personal Data (e.g., where you provide us with marketing consents or opt-in to optional additional services or functionality).

ADDITIONAL INFORMATION REGARDING TRANSFERS OF PERSONAL DATA

Storage: The Personal Data you provide us with will be stored in SysAid`s database. Our servers are stored on AWS’s cloud (stored in multiple locations at our customer’s preferences) – subject to AWS’ EU-US Data Privacy Framework certification.
Access from Israel: Access from Israel is covered by the European Commission’s Adequacy Decision regarding Israel.
Internal transfers: Transfers within the SysAid group will be covered by an internal processing agreement entered into by members of the SysAid (an intra-group agreement) which contractually obliges each member to ensure that personal data receives an adequate and consistent level of protection wherever it is transferred to.
External transfers: Where we transfer your personal data outside of EU/EEA (for example to third parties who provide us with services) and/or the UK, we will do so solely in compliance with applicable law, by relying on adequacy decisions, or by obtaining contractual commitments from them to protect your personal data consisting of, at a minimum, the EU Standard Contractual Clauses and/or the UK Standard Contractual Clauses. In addition, where such transfers are made to organizations that have self-certified to be a part of the EU-US Data Privacy Framework and/or the UK Extension, we will rely on such certifications.

YOUR PRIVACY RIGHTS. HOW TO DELETE YOUR ACCOUNT

Rights: The following rights (which may be subject to certain exemptions or derogations) shall apply to certain individuals (some of which only apply to individuals protected by the GDPR or the CCPA):

You have the right to know what Personal Information is being collected about you, This includes the right to request that we disclose what Personal Information of yours we collect, use, disclose, and sell;
You have a right to access personal data held about you. Your right of access may normally be exercised free of charge, however we reserve the right to charge an appropriate administrative fee where permitted by applicable law;
You have the right to request that we rectify any personal data we hold that is inaccurate or misleading;
You have the right to request the erasure/deletion of your personal data. Please note that there may be circumstances in which we are required to retain your personal data, for example for the establishment, exercise or defense of legal claims;
You have the right to object, to or to request restriction, of the processing;
You have the right to data portability. This means that you may have the right to receive your personal data in a structured, commonly used and machine-readable format and that you have the right to transmit that data to another controller;
You have the right to object to profiling;
You have the right to know whether your Personal Information is sold or disclosed and to whom;
You have the right to withdraw your consent at any time. Please note that there may be circumstances in which we are entitled to continue processing your data, in particular, if the processing is required to meet our legal and regulatory obligations. Also, please note that the withdrawal of consent shall not affect the lawfulness of processing based on consent before its withdrawal;
You also have a right to request certain details of the basis on which your personal data is transferred outside the European Economic Area, but data transfer agreements and/or other details may need to be partially redacted for reasons of commercial confidentiality;
You have the right to restriction of, or object to, processing of your Personal Information, including the right to opt in or opt out of sale of your Personal Information to third parties, if applicable, where such requests are permitted by law;
You have the right not to receive discriminatory treatment for the exercise of the privacy rights conferred by the CCPA;
You have a right to lodge a complaint with your local data protection supervisory authority (i.e., your place of habitual residence, place or work or place of alleged infringement) at any time or before the relevant institutions in your place of residence (e.g. the Attorney General in your State). We ask that you please attempt to resolve any issues with us before you contact your local supervisory authority and/or relevant institution. You have certain choices about your Personal Information. Where you have consented to the processing of your Personal Information, you may withdraw that consent at any time and prevent further processing by contacting us as described in this Privacy Policy. Even if you opt out, we may still collect and use non-Personal Information regarding your activities on our services and for other legal purposes as described above. While we cannot guarantee privacy perfection, we will address any requests to the best of our ability as soon as possible. We will process such requests in accordance with applicable laws.

You can exercise your rights by contacting us at dpo@sysaid.com. You may use an authorized agent to submit a request on your behalf if you provide the authorized agent with written permission signed by you. To protect your privacy, we may take steps to verify your identity before fulfilling your request. Subject to legal and other permissible considerations, we will make every reasonable effort to honor your request promptly in accordance with applicable law or inform you if we require further information in order to fulfill your request. When processing your request, we may ask you for additional information to confirm or verify your identity and for security purposes, before processing and/or honoring your request. We reserve the right to charge a fee where permitted by law, for instance, if your request is manifestly unfounded or excessive. In the event that your request would adversely affect the rights and freedoms of others (for example, would impact the duty of confidentiality we owe to others) or if we are legally entitled to deal with your request in a different way than initially requested, we will address your request to the maximum extent possible, all in accordance with applicable law.
Marketing emails – opt-out: If you wish, at any time, to remove your email address from any of the above-mentioned email mailing lists and stop receiving future email communications from Us, other than the emails directly related to the Service functionality/Software, you may unsubscribe by an email to: unsubscribe@sysaid.com. For your convenience, email communications from us contain instructions regarding how to unsubscribe from our email mailing lists.
Deleting your account: Should you ever decide to delete your account, you may do so by emailing dpo@sysaid.com. If you terminate your account, any association between your account and the personal data we store will no longer be accessible through your account. However, given the nature of sharing on certain services, any public activity on your account prior to deletion will remain stored on our servers and will remain accessible to the public.

USE BY CHILDREN

We do not offer our products or services for use by children and, therefore, we do not knowingly collect personal data from, and/or about children under the age of eighteen (18). If you are under the age of eighteen (18), do not provide any personal data to us without the involvement of a parent or a guardian. For the purposes of the GDPR, we do not intend to offer information society services directly to children. In the event that we become aware that you provide personal data in violation of applicable privacy laws, we reserve the right to delete it. If you believe that we might have any such information, please contact us at dpo@sysaid.com.

INTERACTION WITH THIRD PARTY PRODUCTS

We may enable you to interact with third party websites, mobile software applications and products or services that are not owned or controlled by us (each a “Third Party Service”). We are not responsible for the privacy practices or the content of such Third Party Services. Please be aware that Third Party Services can collect Personal Data from you. Accordingly, we encourage you to read the terms and conditions and privacy policies of each Third Party Service.

LOG FILES

We use log files. The information inside the log files includes internet protocol (IP) addresses, type of browser, Internet Service Provider (ISP), date/time stamp, referring/exit pages, clicked pages and any other information your browser may send to us. We use such information to analyze trends, administer the Website, track users’ movement around the Website, and gather demographic information.

ANALYTIC TOOLS

Google Analytics. The Website uses a tool called “Google Analytics” to collect information about use of the Website. Google Analytics collects information such as how often users visit this Website, what pages they visit when they do so, and what other websites they used prior to coming to this Website. We use the information we get from Google Analytics to maintain and improve the Website and our products. We do not combine the information collected through the use of Google Analytics with personal information we collect. Google’s ability to use and share information collected by Google Analytics about your visits to this Website is restricted by the Google Analytics Terms of Service, available at https://marketingplatform.google.com/about/analytics/terms/us/, and the Google Privacy Policy, available at http://www.google.com/policies/privacy/. You may learn more about how Google collects and processes data specifically in connection with Google Analytics at http://www.google.com/policies/privacy/partners/. You may prevent your data from being used by Google Analytics by downloading and installing the Google Analytics Opt-out Browser Add-on, available at https://tools.google.com/dlpage/gaoptout/.
Microsoft Clarity. This Website uses Microsoft Clarity, an analytics tool from Microsoft Corporation (One Microsoft Way, Redmond, WA 98052-6399, USA; “Microsoft”). For this purpose, Microsoft Clarity uses cookies enabling an analysis of your use of our website (e.g. entry to the page, navigation, scrolling and clicking behavior). The information generated by the cookies will be transmitted to a Microsoft Clarity server (possibly in the USA) and stored in order to enable session recording. We use Microsoft Clarity in the default settings, so that the data transmitted to Microsoft does not contain any sensitive input data such as names or addresses, to rule out any direct personal reference. Microsoft will use this information to evaluate your use of the website, to compile reports on website activities, and provide the website’s operator with further services related to website and internet usage, including profiling for advertising purposes. Microsoft may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Microsoft’s behalf. You may refuse the use of cookies by selecting the appropriate settings on your browser, however please note that if you do this you may not be able to use the full functionality of this website. You can find further information about Microsoft Clarity here: https://clarity.microsoft.com/
We reserve the right to remove or add new analytic tools.

SPECIFIC PROVISIONS APPLICABLE UNDER CALIFORNIA PRIVACY LAW

Our California Do Not Track Notice: Do Not Track (“DNT”) is a privacy preference that users can set in certain web browsers. Please note that we do not respond to or honor DNT signals or similar mechanisms transmitted by web browsers.
Your Choices. You have certain choices about your Personal Information. Where you have consented to the processing of your Personal Information, you may withdraw that consent at any time and prevent further processing by contacting us as described in this Privacy Policy. Even if you opt out, we may still collect and use non-Personal Information regarding your activities on our services and for other legal purposes as described above. While we cannot guarantee privacy perfection, we will address any issue to the best of our ability as soon as possible. We will process such requests in accordance with applicable laws. To protect your privacy, we will take steps to verify your identity before fulfilling your request.

CONTACT US

If you have any questions, concerns or complaints regarding our compliance with this notice and the data protection laws, or if you wish to exercise your rights, we encourage you to first contact us at dpo@sysaid.com.

Data Controller: SysAid Technologies Ltd.