Ontrack Privacy Policy

Introduction

Welcome to Ontrack (“Company,” “we,” “us,” or “our”). We respect your privacy and are committed to protecting it through our compliance with this policy (“Privacy Policy”).

This Privacy Policy explains how we collect, use, disclose, and safeguard your information in connection with Ontrack (“the Software”), which is distributed through Cloud Provider Marketplaces (“Marketplace”) and hosted by clients in their private cloud environment (“Client Environment”).

By accessing or using the Software, you acknowledge that you have read, understood, and agreed to be bound by this Privacy Policy. If you do not agree with our policies and practices, do not use the Software.

Data Hosting and Ownership

1. Client-Hosted Data: Our Software is designed to be deployed in the Client Environment. All client data (“Client Data”) is stored and processed within the Client Environment. We do not host or store Client Data on our servers.
2. Data Ownership: Clients retain all rights, title, and interest to the data they upload, process, or store using our Software. We do not claim ownership of Client Data.
3. Access to Client Data: We do not have direct access to Client Data within the Client Environment unless explicitly granted by the client for support or maintenance purposes.

Information We Collect

(A) Information Provided Directly by You

• Registration and Account Information: When you purchase or subscribe to our Software through the Marketplace, we may receive basic account details - such as your name, email address, or billing information — from the Marketplace for license management and/or billing purposes.
• Support Requests: If you contact us for support, we may collect contact information (such as name and email), case details, and any logs or additional information you voluntarily provide to help resolve the issue.

(B) Information Collected Automatically

• Usage Metrics: Depending on the Software’s configuration, we may collect anonymized usage metrics (e.g., frequency of feature use, error logs) to improve and optimize the Software. These metrics do not include any Client Data.
• Marketplace Information: The Marketplace may share limited technical or transactional information (e.g., subscription status, license identifiers, usage counts) to enable license validation, billing, or renewal processes.

How We Use Information

We use the information we collect or receive for the following purposes:

1. Licensing and Account Management: To manage licenses, verify authorized usage, and maintain user accounts.
2. Technical Support and Maintenance: To diagnose and resolve technical issues. In rare cases where remote support is requested, we may be granted temporary access to the Client Environment under strict confidentiality agreements.
3. Product Improvements: To analyze anonymized usage metrics and error data to improve the functionality, performance, and security of the Software.
4. Compliance and Protection: To comply with applicable legal obligations, enforce our terms of service, and protect the rights, property, and safety of our Company, our users, or others.

Data Security

We implement reasonable and appropriate security measures to protect the information in our possession from unauthorized access, disclosure, alteration, or destruction. However, since the Client Data is hosted in the Client Environment, the client is responsible for implementing and maintaining security measures to protect the Client Data within their infrastructure.

Data Retention

• Client Data: Retained by the client as long as they use the Software. We do not store or control retention of this data.
• Anonymized Usage Data: Retained for as long as necessary for our legitimate business purposes (e.g., to improve the Software).
• Support Data: Stored for as long as needed to resolve issues or comply with legal obligations.

International Transfers

Information we collect may be transferred to and processed in countries outside your jurisdiction. We will ensure any such transfers comply with applicable data protection laws by implementing appropriate safeguards where required.

Your Rights and Choices

Depending on your jurisdiction, you may have certain rights in relation to the personal data we collect about you, such as the right to access, correct, or delete that information, or to object to or restrict processing of your data. To exercise these rights, please contact us using the information below.

Please note that if you wish to exercise your rights in relation to Client Data, you must contact the relevant client who controls that data.

Third-Party Websites and Services

Our Software may contain links to third-party websites or services that are not owned or controlled by us. We are not responsible for the privacy practices of such third parties. We encourage you to review the privacy policies of each third-party website you visit.

Changes to This Privacy Policy

We may update or modify this Privacy Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. When we make changes, we will post the updated policy with a revised “Last Updated” date. Your continued use of the Software after any such update constitutes your acceptance of the new Privacy Policy.

Contact Us

If you have any questions or concerns regarding this Privacy Policy or our data practices, please contact us at:

        Nemerosa BV
        Stijn Streuvelslaan 11
        1560 Hoeilaart
        Belgium

        ontrack@nemerosa.com