Privacy Policy

Welcome to SupportNinja, operated by Ninja Partners, LLC (“SupportNinja,” “we,” “our,” or “us”). We provide online systems, tools, and services to help businesses provide excellent service at every step of the customer journey, including solutions for customer success, technical support, content moderation, data processing, and professional services (collectively with the operation of our websites, our “Services”). At SupportNinja we prioritize safety and respect your privacy. 

This Privacy Policy describes how we collect, use, disclose, share, or otherwise process your personally identifiable information (“PII” or “personal data“) when you visit our website or use our other Services. The categories of information we collect and how it is used will depend on your interactions with us.

I. What Data We Collect

SupportNinja collects the following types of personal data when you visit our websites or use our Services:

a. Information We May Collect via Technological Means.

Our servers, which are hosted by a third-party service provider, collect certain technical data about your device and software, including your browser type, operating system, IP address (a number that is automatically assigned to your computer when you use the Internet, which may vary from session to session and may indicate your general location), domain name, and/or a time stamp of your visit. We automatically gather this data and store it in log files each time you visit our website or access an account on our network. Unless you have provided PII in connection with your use of the Services (for example, by creating an account), we cannot use such technical data to identify your name or contact information. 

We may also directly collect analytics data, or use third-party analytics tools, to help us measure traffic and usage trends in connection with the Services. We collect and use this analytics information in aggregate form such that it cannot reasonably be used to identify any particular individual.

b. Cookies, web beacons and other tracking technologies.

We may also use various technical mechanisms such as cookies, web beacons and similar tracking technologies to monitor how users use our Services. “Cookies” are small pieces of information that a website sends to your computer’s hard drive while you are viewing a website. “Web beacons” refer to various tracking technologies used to check whether you have accessed some content on our Services. We use cookies for the following purposes, specifically:

• Performance Cookies: These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.
• Functional Cookies: These cookies allow the provision of enhanced functionality and personalization, such as videos. They may be set by us or by third-party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these features may not function properly.
• Strictly Necessary Cookies: These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.
• Tracking Cookies: We use remarketing services to advertise on third party web sites to you after you have visited our websites or used the Service. We, and our third-party vendors, use cookies to inform, optimize and serve ads based on your past visits to our Service. 

• Google Ads remarketing service is provided by Google Inc. You can opt-out of Google Analytics for Display Advertising and customize the Google Display Network ads by visiting the Google Ads Settings page. Google also recommends installing the Google Analytics Opt-out Browser Add-on for your web browser. Google Analytics Opt-out Browser Add-on provides visitors with the ability to prevent their data from being collected and used by Google Analytics. For more information on the privacy practices of Google, please visit the Google Privacy & Terms web page.
• RollWorks remarketing service is provided byNextRoll, Inc.:

Collection of Data

Our site uses technologies of third-party partners such as NextRoll to help us recognize your device and understand how you use our site(s) so that we can improve our services to reflect your interests and serve you advertisements about the products and/or services that are likely to be of more interest to you. Specifically, NextRoll and these partners collect information about your activity on our site(s) to enable us to: 

• measure and analyze traffic and browsing activity on our site(s);
• if you are using our Media Services to run campaigns, include this disclosure, show advertisements for our products and/or services to you on third-party sites;

Cross-Device 

if you are using our Cross Device Services, we may share data, such as hashed email derived from emails or other online identifiers collected on our site(s)  with NextRoll and our advertising partners. This allows our partners to recognize and deliver your ads across devices and browsers.   To read more about the technologies used by NextRoll and their cross device capabilities please refer to NextRoll’s Privacy Notice. . Our partners such as NextRoll may use non-cookie technologies that may not be impacted by browser settings that block cookies. Your browser may not permit you to block such technologies. For this reason, you can use the following third party tools to decline the collection and use of information for the purpose of serving you interest based advertising

• The NAI’s opt-out platform: http://www.networkadvertising.org/choices/
• The EDAA’s opt-out platform: http://www.youronlinechoices.com/

• The DAA’s opt-out platform: http://optout.aboutads.info/?c=2&lang=EN
  
  

We may link the information we store in cookies or through other mechanisms to the PII you submit while using our Services. We may use both session cookies (which expire once you close your web browser) and persistent cookies (which stay on your computer until you delete them) to provide you with a more personal and interactive experience on our Services. You can remove persistent cookies at any time by following the directions in the “Help” section of your Internet browser. You can also disable all cookies on your Internet browser. If you choose to disable cookies, be advised that you can still visit our websites, but some components of our Services may not be available or work properly.

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When you visit or log in to our website, cookies and similar technologies may be used by our online data partners or vendors to associate these activities with other personal information they or others have about you, including by association with your email or home address. We (or service providers on our behalf) may then send communications and marketing to these email or home addresses. You may opt out of receiving this advertising by visitinghttps://app.retention.com/optout

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c. Information Provided by You.

You may visit our websites if you wish without creating an account or providing us with any information about yourself. 

However, if you decide to use certain Services, you may be asked for information that we need to provide you with the Services requested. For example, if you interact with one of our support agents or one of our “chatbots,” you may be asked for information that is needed to answer your support request or other inquiry. If you decide to sign up for newsletters from us, attend a demonstration or virtual event, or create an individual account to use our Services, SupportNinja may collect some or all of the following PII from you: (1) first and last name, (2) organization name, (3) role or job title, (4) email address, (5) phone number, (6) location information including state/province and country, and (7) where applicable, a user-generated password for your account. 

If you provide us with feedback or contact us via email (e.g., in response to an employment or to make a request), we will collect your name and email address, as well as any other content or information included in or attached to your email, in order to send you a reply. If you order Services from us for a fee, we may also collect information needed for billing and payment purposes that will be processed through a secure third-party payment processor. 

We may combine the information we collect directly from you with information we obtain from public sources, partners, and other third parties and use such combined information in accordance with this Privacy Policy.

II) How We Use the Data We Collect.

In summary, we use your personal data to respond to your requests, to provide, secure, and enhance the Services, and to comply with our legal obligations. In particular, SupportNinja uses your PII for the following purposes as necessary and as permitted by applicable law:

• Identify you as a visitor to our websites or user of our Services;
• Advertise our Services to you including on third-party websites;
• Facilitate the creation of and secure your account for use of our Services;
• Provide and administer your use of the Services;
• Personalize and improve the quality of your experience when you interact with our Services;
• Send you a welcome e-mail to verify ownership of an e-mail address provided when your account was created;
• Send you administrative e-mail notifications, such as security or support and maintenance messages;
• Respond to your inquiries and requests;
• Provide you with newsletters you request or surveys;
• Send you information about upgrades and special offers related to our Services;
• Comply with applicable laws and regulatory requirements;
• Respond to lawful requests, court orders and legal process; and
• Protect our legal interests or those with whom we do business.

We may also compile statistical or anonymized, non-personally identifiable information and use or transfer such information for any purposes; provided, however, that such data has been fully de-identified and cannot in any way be traced back to the customer or user and does not contain any personally identifiable information. We may also use such anonymized information to help train our AI models or use aggregated information publicly to show trends about the general use of our services.

III. Information Sharing and Disclosure

To the extent permitted by applicable law, SupportNinja may disclose your PII in the following circumstances:

a) Service Providers.

We may engage our affiliates or third-party organizations or individuals to support us in connection with the purposes listed above, such hosting providers, subcontractors, technology platform operators, and third-party payment processors.

b) Law Enforcement.

It may be necessary − by law, legal process, litigation, and/or requests from public and governmental authorities within or outside your country of residence − for SupportNinja to disclose your PII. We may also disclose your PII if we determine disclosure is reasonably necessary to enforce our terms and conditions or protect our operations or users.

c) Business Transfer.

We may share your PII if SupportNinja engages in a merger, acquisition, bankruptcy, dissolution, reorganization, sale of some or all of SupportNinja’s assets, financing acquisition of all or a portion of our business, a similar transaction or proceeding, or steps in contemplation of such activities (e.g., due diligence).

d) Prior Consent.

We may also disclose your PII in other circumstances with your prior informed consent. Service providers acting on our behalf are obliged to adhere to confidentiality requirements no less protective than those set forth herein and will only receive access to your PII as necessary to perform their functions on our behalf.

IV. How We Protect Your Data – Security

We are committed to protecting the security of information received via the Services, including PII. If we collect PII from you, we provide reasonable and appropriate administrative, technical, and physical security controls designed to protect your PII from unauthorized access, use, or disclosure. Despite our efforts, no security controls are 100% risk-free, and SupportNinja does not warrant or guarantee that your PII will be secure in all circumstances. If you create an account, you are responsible for keeping your account credentials and passwords secure and not allowing others to use your account. Click here to find out more about our security practices.

X. We Do Not Knowingly Collect PII of Students or Minors 

Individuals must be at least 18 years of age to use our Services. We do not knowingly collect or process any personal data from persons under 18 years of age. If you are a parent or guardian and you learn that your minor child has provided us with personal data, please contact us at privacy@supportninja.com. If we become aware that we have collected personal data from a minor without a verification of parental consent when required by law, we take steps to remove that information from our servers.

XVI. Your Data, Your Choice

Please note if you are a California resident, please see Section IX “Additional Information for California Residents” below for more information about your privacy rights under California law.

a) Opt-Out.

We offer you choices regarding the collection, use, and sharing of your PII. Where permitted by applicable law, we may periodically send you free newsletters and e-mails that directly promote the use of our products or services. When you receive newsletters or promotional communications from us, you may indicate a preference to stop receiving further communications from us and you will have the opportunity to “opt-out” by following the unsubscribe instructions provided in the e-mail you receive or by contacting us directly. Despite your indicated e-mail preferences for other matters, we may send you administrative notices such as updates to our Terms of Use or Privacy Policy and similar account notices.

b) Your Rights to Access, Correct, or Delete Your Personal Information.

You may edit any of your PII in your account on the Services, including contact information and/or notification settings, by editing your account profile. You may have the right to make other requests under applicable law related to your personal data in our possession, and depending on applicable law, you may have the right to appeal our decision regarding your request. Contact us at privacy@supportninja.com if you have questions or a request regarding your personal data. Your rights may include a right to access your personal data that we process and transfer it, correct it, delete it (erasure), restrict it or object to its sale or use for direct marketing purposes, and to not be retaliated against for exercising your rights. We will do our best to honor your requests.

If we deny a request and you have a right to appeal, we will provide information about how to exercise that right in our response. If you are in the EU or UK, you can contact your data protection authority to file a complaint or learn more about local privacy laws.

You may request that we delete your account information by sending an email to privacy@supportninja.com, but please note that we may be required (by law or otherwise) to keep this information and not delete it (or to keep this information for a certain time, in which case we will comply with your deletion request only after we have fulfilled such requirements). SupportNinja will respond to such requests within thirty (30) days or sooner if required by applicable law. When we delete account information, it will be deleted from the active database, but may remain in our archives for a limited amount of time. We will otherwise retain your information for as long as your account is active, as needed to provide you with the Services you have requested, or as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

c) Information Processed Under the Direction of Customers.

If an has registered for the Services (a “Customer”) and your PII has been collected by SupportNinja as a result of such organization’s use of the Services, SupportNinja collects and processes any such PII of yours under the directions of the relevant Customer. If these circumstances apply to you and you wish to access, edit, delete, or exercise any rights you may have under applicable data protection laws with respect to any PII that we have collected about you, please direct your query to the relevant Customer as this may expedite the completion of your request. We nevertheless provide reasonable assistance to our Customers to give effect to data subject rights as appropriate and required by applicable laws.

7. Links to Third-Party Sites

Our provision of a link to any website or location outside of the Services is for your convenience and does not signify our endorsement of such other website or location or its contents. When you click on such a link, you will leave our site and go to another site. During this process, a third party may collect data, including PII, from you. Please be aware that the terms of this Privacy Policy do not apply to these outside websites or content, or to any collection of data after you click on a link to a third party. We encourage you to carefully read the privacy statement of any other website you visit.

XVIII. Cross Border Data Transfers

SupportNinja is headquartered in the United States with offices also in Ireland, Philippines, and Romania. By accessing or using the Services, or otherwise providing information to us, you understand that your information may be subject to processing, transfer, and storage in other locations. In the event that SupportNinja transfers your Personal Data from the European Economic Area (“EEA”) to a country which is not subject to an adequacy decision by the European Commission, or which may not provide for the same level of data protection as the EEA, SupportNinja will ensure that the recipient of your PII offers an adequate level of protection. This may include such measures as entering into standard contractual clauses for the transfer of data as approved by the European Commission, gaining your prior consent, or other appropriate measures in accordance with applicable law.

IX. Additional Information for California Residents

If you are a California resident, California law requires us to provide you with some additional information regarding how we collect, use, and share your “personal information” (as defined in the California Consumer Privacy Act (“CCPA”)). 

a) How We Source, Use, and Disclose Information for Business Purposes.

The chart below details the categories of personal information we collect, the sources of such personal information, and how we use and share such information for business purposes.

b. Your California Privacy Rights.

If you are a California resident, the CCPA allows you to make certain requests about your personal information. Specifically, the CCPA allows you to request us to:

• Inform you about the categories of personal information we collect or disclose about you; the categories of sources of such information; the business or commercial purpose for collecting your personal information; and the categories of third parties with whom we share/disclose personal information.
• Provide access to and/or a copy of certain personal information we hold about you.
• Delete certain personal information we have about you.
• Provide you with information about the financial incentives that we offer to you, if any.

The CCPA further provides you with the right not to be discriminated (as provided for in applicable law) for exercising your rights. Please note that certain information may be exempt from such requests under California law. For example, we need certain information in order to provide our services to you. We also will take reasonable steps to verify your identity before responding to a request. In doing so, we may ask you for verification information so that we can match at least two verification points with information we maintain in our files about you. If we are unable to verify you through this method, we shall have the right, but not the obligation, to request additional information from you.

Please also note that if your personal information has been collected by SupportNinja as a result of a Customer’s (as defined above) use of our services, SupportNinja collects and maintains your personal information under the directions of the relevant Customer. If these circumstances apply to you and you wish to access or delete any personal information that we have collected about you, please direct your query to the relevant Customer as this may expedite the completion of your request. We nevertheless provide reasonable assistance to our Customers to give effect to consumer choices as appropriate and required by applicable laws.

If you would like further information regarding your legal rights under California law or would like to exercise any of them, or if you are an authorized agent making a request on a California consumer’s behalf, please contact us at privacy@supportninja.com.

The CCPA provides certain rights if a company "sells" personal information, as such term is defined under the CCPA. We do not engage in activities that would be considered "sales" of personal information under the CCPA.

Shine the Light Disclosure: The California "Shine the Light" law gives residents of California the right under certain circumstances to request information from us regarding the manner in which we share certain categories of personal information (as defined in the Shine the Light law) with third parties for their direct marketing purposes. We do not share your personal information with third parties for their own direct marketing purposes.

Do Not Track Signals: There currently is no industry standard concerning what, if anything, a service should do when they receive Do Not Track (“DNT”) signals from web browsers, and therefore we currently do not take action in response to these signals. You may, however, be able to opt-out of tracking by third-party analytics services we work with. See the discussion of “Tracking Cookies” above for information on how you may be able to prevent your data from being used by these providers.

X. Other State Laws

Data protection laws change and update frequently, and we endeavor to always comply with applicable laws where we operate. If you have any questions, concerns, or requests regarding the handling of your personal information, contact us at privacy@supportninja.com. Please note we may take reasonable steps to verify your identity and the authenticity of the request.

XI. Changes to Our Privacy Policy

SupportNinja reserves the right to change this Privacy Policy. SupportNinja will provide notification of the material changes to this Privacy Statement through our Website and, where appropriate, when you login to your account or by email to any email address of yours we may have on file, at least thirty (30) days prior to the change taking effect.

XII. Contact Us

SupportNinja welcomes your comments, questions, and concerns regarding our Privacy Policy. Please contact us at privacy@supportninja.com or at our mailing address below:

Ninja Partners, LLC

Attn: Legal Department

3008 Taylor St.

Dallas, TX, 75226 USA

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Supplemental GDPR Privacy Statement

This Supplemental GDPR Privacy Statement is relevant to any individual located in the European Economic Area who uses our Services.

European Union Regulation 2016/679 of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (“GDPR“), requires SupportNinja to provide additional and different information about its data processing practices to data subjects in the EEA. If you are accessing the Services from a member state of the EEA, this Supplemental GDPR Privacy Statement applies to you.

For purposes of the GDPR, Ninja Partners, LLC,. 3008 Taylor St., Dallas, TX, 75226 USA., is the data controller of your personal information. 

Legal Basis of Processing. In general, the legal basis for SupportNinja’s processing of your personal data in connection with the Services is Article 6(1)(b) of the EU GDPR, which allows processing of personal data as necessary for the performance of a contract or to fulfill your requests.

As exceptions, SupportNinja relies on your consent with respect to cookies that are not strictly necessary and direct marketing emails per Article 6(1)(a) of the EU GDPR; and pursues legitimate interests under Article 6(1)(f) of the EU GDPR with respect to situations where SupportNinja needs to process your personal data to comply with applicable laws (as a U.S.-based company, SupportNinja is subject to U.S. laws and must comply with them) or processes your personal data to improve our business and Services.

Personal Data Transfers outside of the EEA. SupportNinja may transmit some of your personal data to a country where the data protection laws may not provide a level of protection equivalent to the laws in your jurisdiction, including the United States. As required by applicable law, SupportNinja will provide an adequate level of protection for your personal data using various means, including, where appropriate:

• relying on a formal decision by the European Commission that a certain country ensures an adequate level of protection for personal data (a full list of such decisions may be accessed online here: http://ec.europa.eu/justice/data-protection/international-transfers/adequacy/index_en.htm);
• entering into appropriate data transfer agreements based on language approved by the European Commission, such as the Standard Contractual Clauses (2010/87/EC and/or 2004/915/EC), which are available upon request at privacy@supportninja.com; 
• implementing appropriate physical, technical and organizational security measures to protect Personal Data against accidental or unlawful destruction, accidental loss or alteration, unauthorized disclosure or access, and against all other unlawful forms of processing; and
• taking other measures to provide an adequate level of data protection in accordance with applicable law.

Any onward transfer is subject to appropriate onward transfer requirements as required by applicable law.

Data Retention. SupportNinja keeps personal data as long as required to provide the Services you have requested or registered for and comply with applicable laws.

Data Subject Rights. You have a right to request from SupportNinja access to and rectification or erasure of your personal data or restriction of processing concerning you, as well as the right to data portability under the GDPR. You also have the right to object, on grounds relating to your particular situation, at any time to the processing of your personal data by us and we can be required to no longer process your personal data. In general, you have the right to object to our processing of your personal data for direct marketing purposes. If you have a right to object and you exercise this right, your personal data will no longer be processed for such purposes by us. You can exercise such rights by accessing the information in your account, submitting a request by email to privacy@supportninja.com. 

If you have provided consent for cookies that are not strictly necessary, direct marketing emails or other data processing based on your consent, you have the right to withdraw your consent at any time, without affecting the lawfulness of processing based on consent before its withdrawal. You have the right to lodge a complaint with a supervisory authority.

Your Choices. You are not required to provide any personal data to SupportNinja but if you do not provide any personal data to SupportNinja, certain Services may not be available or operate correctly. You may visit our websites without consenting to cookies that are not strictly necessary; the only consequence is that our Services may be less tailored to you, or you will not receive our newsletters or other Services you requested. 

Profiling. SupportNinja does not use automated decision-making in connection with the Services, including profiling, in a way that produces legal effects concerning you or which significantly affects you.

Specific location and other sensitive data. We do not collect or process biometric information or specific location information from your devices, nor do we collect or process other “sensitive data” about you, with the exception of your home address and payment card information in the event you provide payment for Services, in which case such information is securely processed by our third-party payment processor and we make no other use of such sensitive information.

Contact Us

Email: privacy@supportninja.com
Telephone: (800) 594-7695

Postal mail:
Attention: SupportNinja Privacy Office
SupportNinja, Inc.
3008 Taylor St
Dallas, TX 75226

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