Bienvenidos a la sección de aspectos legales. Esta información está dirigida a los suscriptores y proveedores de Zendesk que tengan preguntas sobre los términos, las políticas, la propiedad intelectual y el cumplimiento de Zendesk.
Effective as of June 1, 2018, Zendesk, Inc., (“Zendesk”) and its subsidiaries, (collectively, the “Zendesk Group” or “we” or “us” or “our”) have updated our Privacy Policy (“Policy”). For a prior version of our Privacy Policy, click here.
1. Introducción
This Policy details our commitment to protecting the privacy of individuals who visit our Websites (defined below) (“Website Visitors”), who register to use the products and services which we market for subscription (available at www.zendesk.com (the “Service(s)”, or who attend or register to attend sponsored events or other events at which the Zendesk Group participates (“Attendees”). For the purposes of this Policy, the term, “Websites”, shall refer collectively to www.zendesk.com as well as the other websites that the Zendesk Group operates and that link to this Policy.
2. Alcance de esta Política
When this Policy applies:
Los Sitios web se relacionan con esta Política y, además, se la aplica a lo siguiente:
When this Policy does not apply – Third party websites:
Our Websites may contain links to other websites. The information practices and the content of such other websites are governed by the privacy statements of such other websites. We encourage you to review the privacy statements of any such other websites to understand their information practices.
When this Policy does not apply – Service Data:
With the exception of Account Information (as defined below) and other information we collect in connection with your registration or authentication into our Services, this Policy does not apply to our security and privacy practices in connection with your access to and use of the products and services which we market for subscription on our Websites (our “Services“). These security and privacy practices, including how we protect, collect, and use electronic data, text, messages, communications or other materials submitted to and stored within the Services by You (“Service Data”), are detailed in and governed by our Master Subscription Agreement, available here, or such other applicable agreement between you and any member of the Zendesk Group relating to Your access to and Your use of such Services (collectively referred to as the “Service Agreement”).
Los suscriptores de nuestros Servicios son los únicos responsables de establecer políticas y asegurar el cumplimiento de todas las leyes y regulaciones aplicables, así como también, de todas las políticas, acuerdos u otras obligaciones de privacidad relacionadas con la recopilación de información personal relacionada con el uso de nuestros Servicios por personas (también referidas como "titulares de datos") con quienes interactúan nuestros Suscriptores. Si usted es una persona que interactúa con un Suscriptor usando nuestros Servicios, se le solicitará que se ponga en contacto con nuestro Suscriptor para recibir asistencia ante cualquier solicitud o pregunta relacionada con su información personal.
Recopilamos información bajo la dirección de nuestros Suscriptores y no tenemos relación directa con las personas cuya información personal procesamos en relación con el uso del Suscriptor de nuestros Servicios. Si usted es una persona que interactúa con un Suscriptor utilizando nuestros Servicios (como un cliente de uno de nuestros Suscriptores) y quisiera modificar su información de contacto o ya no quiere ser contactado por uno de nuestros Suscriptores que utilizan nuestros Servicios, comuníquese con el Suscriptor con el que interactúa directamente.
3. Información que nos proporciona
Información de cuenta y registro:
We ask for and may collect personal information about you such as your name, address, phone number, email address, instant messaging ID, and credit card information, as well as certain related information like your company name and website name, when you register for an account to access or utilize one or more of our Services (an “Account”). We also ask for and collect personal information such as an email address and a name or alias from any individual that you authorize to log into and utilize our Services in connection with Your Account.
Si se inscribe en una Cuenta de prueba gratuita, no tiene que introducir la información de su tarjeta de crédito a menos que decida continuar con una suscripción pagada para nuestros Servicios. Se utiliza un tercero intermediario para administrar el procesamiento de tarjetas de crédito. Este intermediario no está autorizado a almacenar, retener o usar su información de facturación para ningún propósito excepto para el procesamiento de tarjetas de crédito en nuestro nombre.
We refer to any information described above as “Account Information” for the purposes of this Policy. By voluntarily providing us with Account Information, you represent that you are the owner of such personal information or otherwise have the requisite consent to provide it to us.
Otras solicitudes:
We ask for and may collect personal information from you when you submit web forms on our Websites or as you use interactive features of the Websites, including: participation in surveys, contests, promotions, sweepstakes, requesting customer support, or otherwise communicating with us.
Información del asistente:
Solicitamos y podemos recopilar información personal como su nombre, dirección, número de teléfono y dirección de correo electrónico cuando se registre o asista a un evento patrocinado u otros eventos en los que participa un miembro del Grupo Zendesk.
Aplicación móvil:
Cuando descarga y utiliza nuestros Servicios, nosotros automáticamente recopilamos información sobre el tipo de dispositivo que usa y la versión del sistema operativo.
4. Información que recopilamos de usted en nuestros Sitios web
Cookies y otras tecnologías de seguimiento:
We and our authorized partners may use cookies and other information gathering technologies for a variety of purposes. These technologies may provide us with personal information, information about devices and networks you utilize to access our Websites, and other information regarding your interactions with our Websites. For detailed information about the use of cookies on the Websites, please read and review our Cookie Policy found here.
We partner with third parties to either display advertising on the Websites or to manage our advertising on other sites. Our third party partners may also use technologies such as cookies to gather information about your activities on our Websites and other sites in order to suggest advertisements based upon your browsing activities and interests. If you wish to not have this information used for the purpose of serving you interest-based ads, you may opt-out by clicking here (or if located in the European Union you may opt into the use of cookies, by clicking here). Please note this does not opt you out of being served ads and you will continue to receive generic, untargeted ads.
Los contadores de visitantes, etiquetas y scripts pueden utilizarse en nuestros Sitios web o en correo electrónico u otras comunicaciones electrónicas que le enviemos. Estos nos ayudan a entregar cookies, a contar las visitas a nuestros Sitios web, a comprender el uso y la eficacia de la campaña y a determinar si se ha abierto o actualizado un correo electrónico. Es posible que recibamos informes basados en el uso de estas tecnologías por parte de nuestros terceros proveedores de servicios de forma individual y conjunta.
We use Local Storage Objects (“LSOs”) such as HTML5 to store content information and preferences. Various browsers may offer their own management tools for removing HTML5 LSOs. Third parties with whom we partner to provide certain features on our Websites or to display advertising based upon your Web browsing activity use LSOs such as HTML5 and Flash to collect and store information. For further information on how to manage Flash LSOs please click here.
Registros:
As is true with most websites and services delivered over the Internet, we gather certain information and store it in log files when you interact with our Websites and Services. This information includes internet protocol (IP) addresses as well as browser type, internet service provider, URLs of referring/exit pages, operating system, date/time stamp, information you search for, locale and language preferences, identification numbers associated with your devices, your mobile carrier, and system configuration information. Occasionally, we connect personal information to information gathered in our log files as necessary to improve our Websites and Services. In such a case, we would treat the combined information in accordance with this Policy should be changed to As is true with most websites and services delivered over the Internet, We gather certain information and store it in log files when you interact with our Websites and Services. This information includes internet protocol (IP) addresses as well as browser type, internet service provider, URLs of referring/exit pages, operating system, date/time stamp, information you search for, locale and language preferences, identification numbers associated with your devices, your mobile carrier, and system configuration information. Occasionally, We connect personal information to information gathered in our log files as necessary to improve our Websites and Services. In such a case, We would treat the combined information in accordance with this Policy.
Análisis:
We collect analytics information when you use the Websites to help us improve them, including through the use of cookies. We may also share anonymous data about your actions on our Websites with third-party service providers of analytics services.
5. Información recogida de otras fuentes
Widgets de redes sociales:
Los Sitios web incluyen funciones de redes sociales, como el botón de Me Gusta de Facebook, y widgets, como el botón Compartir esto o los programas interactivos en miniatura que se ejecutan en nuestros Sitios web. Estas funciones podrán recopilar su dirección de protocolo de Internet, cuya página está visitando en los Sitios web, y establecer una cookie para que la función trabaje correctamente. Un tercero aloja las funciones de redes sociales y los widgets, o bien, se los aloja directamente en los Sitios web. Sus interacciones con estas funciones se rigen por la declaración de privacidad de las empresas que las proporcionan.
Información de servicios de terceros:
We may also obtain other information, including personal information, from third parties and combine that with information we collect through our Websites. For example, we may have access to certain information from a third party social media or authentication service if you log into our Services through such a service or otherwise provide us with access to information from the service. Any access that we may have to such information from a third party social media or authentication service is in accordance with the authorization procedures determined by that service. If you authorize us to connect with a third party service, we will access and store your name, email address(es), current city, profile picture URL, and other personal information that the third party service makes available to us, and use and disclose it in accordance with this Policy. You should check your privacy settings on these third party services to understand and change the information sent to us through these services. For example, you can log in to the Services using single sign-in services such as Facebook Connect or an Open ID provider.
These single sign-on services will authenticate your identity, provide you with the option to share certain personal information (such as your name and email address) with us, and pre-populate our sign up form. Services like Facebook Connect give you the option to post information about your activities in the Services to your profile page to share with others within your network.
6. Cómo utilizamos la información que recopilamos
Usos generales:
We may use the information we collect about you (including personal information, to the extent applicable) for a variety of purposes, including to (a) provide, operate, maintain, improve, and promote the Websites and the Services; (b) enable you to access and use the Websites and the Services; (c) process and complete transactions, and send you related information, including purchase confirmations and invoices; (d) send transactional messages, including responses to your comments, questions, and requests; provide customer service and support; and send you technical notices, updates, security alerts, and support and administrative messages; (e) send promotional communications, such as providing you with information about products and services, features, surveys, newsletters, offers, promotions, contests, and events; and provide other news or information about us and our partners (you can opt-out of receiving marketing communications from us by contacting us at privacy@zendesk.com or following the unsubscribe instructions included in our marketing communications); (f) process and deliver contest or sweepstakes entries and rewards; (g) monitor and analyze trends, usage, and activities in connection with the Websites and Services and for marketing or advertising purposes; (h) investigate and prevent fraudulent transactions, unauthorized access to the Websites and the Services, and other illegal activities; (i) personalize the Websites and Services, including by providing features or advertisements that match your interests and preferences; and (j) for other purposes for which we obtain your consent.
Legal basis for processing (EEA visitors only):
If you are a visitor from the European Economic Area, our legal basis for collecting and using the personal information described above will depend on the personal information concerned and the specific context in which we collect it.
However, we will normally collect personal information from you only where we need the personal information to perform a contract with you (e.g. to provide you with our Services), where the processing is in our legitimate interests and not overridden by your data protection interests or fundamental rights and freedoms, or where we have your consent. In some cases, we may also have a legal obligation to collect personal information from you.
If we ask you to provide personal information to comply with a legal requirement or to perform a contact with you, we will make this clear at the relevant time and advise you whether the provision of your personal information is mandatory or not (as well as of the possible consequences if you do not provide your personal information).
Similarly, if we collect and use your personal information in reliance on our legitimate interests (or those of any third party), we will make clear to you at the relevant time why we need to use your personal information. If we process personal information in reliance on your consent, you may withdraw your consent at any time.
If you have questions about or need further information concerning the legal basis on which we collect and use your personal information, please contact us using the contact details provided under the “Contact Us” section below.
7. Intercambio de información recopilada
Proveedores de servicios de terceros:
Compartimos información, lo que incluye la información personal, con nuestros proveedores de servicios de terceros y la utilizamos para proporcionar alojamiento y mantenimiento de nuestros Sitios web, desarrollo de aplicaciones, copia de seguridad, almacenamiento, procesamiento de pagos, análisis y otros servicios para nosotros. Estos proveedores de servicios de terceros podrán tener acceso o procesar su información personal con el propósito de proporcionarnos estos servicios. No permitimos que nuestros proveedores de servicios de terceros utilicen la información personal que compartimos con ellos para fines de mercadeo o para cualquier otro propósito que no esté relacionado con los servicios que nos proporcionan.
Cumplimiento de la ley y las solicitudes de aplicación de la ley; Protección de nuestros derechos:
En ciertas situaciones, podemos estar obligados a revelar datos personales en respuesta a solicitudes legales de las autoridades públicas, incluso para cumplir con los requisitos de seguridad nacional o de aplicación de la ley. Podemos revelar información personal para responder a citaciones, órdenes judiciales o procesos legales, o bien, para establecer o ejercer nuestros derechos legales o defendernos contra demandas legales. También podemos compartir esta información si creemos que es necesaria para investigar, prevenir o tomar acciones relacionadas con actividades ilegales, sospechas de fraude, situaciones que implican amenazas potenciales a la seguridad física de cualquier persona, infracciones de nuestro Acuerdo de servicio o en otros casos en los que la ley lo exija.
Testimonios:
From time to time, we may post testimonials on the Websites that may contain personal information. We obtain Your consent to post Your name along with Your testimonial. If you wish to update or delete your testimonial, you can contact us at privacy@zendesk.com.
Referencias:
If you choose to use our referral service to tell a friend about our products and services, we will ask you for your friend’s name and email address. You must only provide your friend’s name and email address if you have a reasonable belief they will not object to us contacting them. If you do, We will automatically send your friend an email inviting him or her to visit the Websites and will store this information for the purpose of sending this initial email, tracking the success of our referral program and other marketing activities. Your referral may contact us at privacy@zendesk.com to request that we remove his/her information from our database.
Foros de la comunidad:
The Websites may offer publicly accessible blogs, community forums, comments sections, discussion forums, or other interactive features (“Interactive Areas“). You should be aware that any information that you post in an Interactive Area might be read, collected, and used by others who access it. To request removal of your personal information from an Interactive Area, contact us at privacy@zendesk.com. In some cases, we may not be able to remove your personal information, in which case we will let you know if we are unable to do so and why.
Intercambio de información del Grupo Zendesk:
We may share information, including personal information, with any member of the Zendesk Group, and they will use that information only for the purposes already described in this Policy.
Con su consentimiento:
También podemos compartir información personal con terceros cuando tengamos el consentimiento de usted para hacerlo.
8. International Transfer of Personal Information
International transfers:
We store personal information about Website Visitors and Subscribers within the EEA, the United States and in other countries and territories. To facilitate our global operations, we may transfer and access such personal information from around the world, including from other countries in which the Zendesk Group has operations.
Si está visitando nuestros Sitios web del EEE u otras regiones con leyes que regulan la recopilación y el uso de datos, tenga en cuenta que está aceptando la transferencia de su información personal a los Estados Unidos y otras jurisdicciones en las que operamos. Al proporcionar su información personal, usted da su consentimiento a cualquier transferencia y procesamiento de acuerdo con esta Política.
Binding Corporate Rules:
We have adopted Binding Corporate Rules that have been authorised by the EU data protection authorities, and which enable us to transfer personal information lawfully from EEA member states to other Zendesk group companies around the world. More information on (including a copy of) our Binding Corporate Rules is available here, and evidence of our Binding Corporate Rules approval is available on the European Commission’s website here.
Marcos Privacy Shield:
Zendesk abides by and has certified adherence to the principles of the EU-U.S. and Swiss-U.S. Privacy Shield frameworks as set forth by the U.S. Department of Commerce. For more information on the Privacy Shield frameworks, and to view the scope of Zendesk’s certification, please visit https://www.privacyshield.gov/. If you have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact our U.S.-based third party dispute resolution provider (free of charge) at https://feedback-form.truste.com/watchdog/request. For residual Privacy Shield disputes that cannot be resolved by the methods above, you may be able to invoke a binding arbitration process under certain conditions. To find out more about the Privacy Shield’s binding arbitration scheme, please see: https://www.privacyshield.gov/article?id=ANNEX-I-introduction
The Federal Trade Commission has investigation and enforcement authority over our compliance with the Privacy Shield.
Si recibimos su información personal según el Privacy Shield y posteriormente la transferimos a un proveedor de servicios de terceros para su procesamiento, seremos responsables si ellos procesan la información de forma incompatible con los principios del Privacy Shield, a menos que probemos que no somos responsables por el evento que ocasionó el daño.
9. Other important privacy information
Notice to End-Users
Our Services are intended for use by enterprises. Where our Services are made available to you through a Subscriber of ours, that enterprise is the data controller of your personal information. Your data privacy questions and request should initially be submitted to the Zendesk Subscriber in its capacity as your data controller. Zendesk is not responsible for our Subscribers’ privacy or security practices which may be different than this Policy.
Zendesk’s Subscribers are able to:
Data retention
Where Zendesk is the data controller of personal information (for example, personal information relating to Website Visitors, Attendees and individuals who register to use our Services), then we retain the personal information we collect where we have an ongoing legitimate business need to do so (for example, to provide you with our Services, to enable your participation in an event, and to comply with applicable legal, tax or accounting requirements).
When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymize it or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.
If your personal information is processed within a Subscriber’s Service Data, we will process the personal information for as long as we are instructed to do so by the relevant Subscriber that is the data controller of the Subscriber Service Data.
10. How to exercise your data protection rights
You have certain choices available to you when it comes to your personal information. Below is a summary of those choices, how to exercise them and any limitations.
Correcting, updating and removing your information:
An individual who seeks to exercise their data protection rights in respect of personal information stored or processed by us on behalf of a Subscriber of ours within the Subscriber’s Service Data (including to seek access to, or to correct, amend, delete, port or restrict processing of such personal information) should direct his/her query to our Subscriber (the data controller). Upon receipt of a request from one of our Subscribers for us to remove the personal information, we will respond to their request within thirty (30) days. We will retain personal information that we process and store on behalf of our Subscribers for as long as needed to provide the Services to our Subscribers.
Accessing and updating or deleting your information:
Our Services and related documentation on our EU Data Protection site give agent and end-users the ability to access, update and delete certain personal information from within the Service. For example, you can access your agent or end-user profile and make updates to your personal information. Please note, however, that we may need to retain certain information for record keeping purposes, to complete transactions or to comply with our legal obligations.
Deactivating your user profile:
If you no longer wish to use our Services, Zendesk’s Subscriber may be able to deactivate your end-user account. First, please contact Zendesk’s Subscriber with your request. If you are a Zendesk Subscriber and are unable to deactivate an end-user account through your administrator settings, please email support@zendesk.com. Please be aware that deactivating your account does not delete your information; your information remains visible to other Service users based on your past participation within the Services. For more information on how to delete your information, visit our our EU Data Protection site.
Request that we stop using your information:
You may request that your personal information no longer be accessed, stored, used and otherwise processed where you believe that a Zendesk Subscriber or we do not have the appropriate rights to do so. For example, if you believe a Services account was created for you without your permission or you are no longer an active user, you can request that we delete your account as provided in this Policy. Where you gave us consent to use your personal information for a limited purpose, you can contact us to withdraw that consent. You can also opt-out of our use of your personal information for marketing purposes by contacting us, as provided below. When you make such requests, we may need time to investigate and facilitate your request. Please note that an end-user of a Zendesk Subscriber should first contact Zendesk’s Subscriber with a request to stop access, storage, use of personal information. If there is delay or dispute as to whether we have the right to continue using your personal information, we will restrict any further use of your personal information until the request is honored or the dispute is resolved, provided the Zendesk Subscriber does not object (where applicable).
Opt-out of communications:
We offer those who provide personal contact information a means to choose how we use the information provided. You may manage your receipt of marketing and non-transactional communications by clicking on the “unsubscribe” link located on the bottom of our marketing emails or you may send a request to privacy@zendesk.com. You may opt-out of receiving promotional communications from us by using this unsubscribe link within each email. Even after you opt-out from receiving promotional messages from us, if you are an Agent, then you will continue to receive transactional messages from us regarding our Services. You can opt out of some notification messages in your account settings.
Other data protection rights:
If you wish to exercise any other data protection rights that are available to you under your local data protection laws (such as the right to data portability or to data restriction) then please send your request to privacy@zendesk.com and we will action your request in accordance with applicable data protection laws.
You have the right to complain to your local data protection authority if you are unhappy with our data protection practices. Contact details for data protection authorities in the European Economic Area are available here.
11. Información personal de niños
No recopilamos información personal de niños menores de 13 años. Si tiene menos de 13 años, no envíe ninguna información personal a través de nuestros Sitios web o Servicios. Animamos a los padres y los tutores legales a que supervisen el uso de Internet de sus hijos y ayuden a hacer cumplir esta Política indicando a sus hijos que nunca proporcionen información personal a través de los Sitios web o los Servicios sin su permiso. Si usted tiene razones para creer que un niño menor de 13 años nos ha proporcionado información personal a través de los Sitios web o los Servicios, contáctenos al correo privacy@zendesk.com, y haremos uso de los medios comerciales que estén a nuestro alcance para eliminar esa información.
12. Transacciones comerciales
We may assign or transfer this Policy, as well as your account and related information and data, including any personal information, to any person or entity that acquires all or substantially all of our business, stock or assets, or with whom we merge. If we do, we will inform them of the requirement to handle your personal information in accordance with this Policy.
13. Términos complementarios y condiciones para ciertas regiones
Japón:
Si usted es Suscriptor de nuestros Servicios, acepta que es responsable de notificar a sus clientes que utilizan nuestros Servicios acerca de cómo el Grupo Zendesk puede utilizar la información personal de sus clientes, como se describe en esta Política, y de obtener el consentimiento previo de sus clientes para que nos divulguen su información personal.
Brasil:
La información personal recopilada, almacenada, utilizada y procesada por el Grupo Zendesk, según se describe en esta Política, se recopila, almacena, usa y procesa de acuerdo con la ley brasileña n.° 12,965/2014. Aquellas personas que usen o accedan a nuestro Sitio web o Servicios aceptan expresamente que recopilemos, usemos, almacenemos y procesemos su información personal para los propósitos descritos en esta Política.
Australia:
Personal information collected, stored, used and/or processed by the Zendesk Group, as described in this Policy, is collected, stored, used and/or processed in compliance with the Australian Privacy Act 1988 (Commonwealth) and the Australia Privacy Principles as we further detail here.
Si no está satisfecho con la tramitación de su queja o no está de acuerdo con la resolución que le proponemos, puede presentar su queja a la Oficina del Comisionado Australiano de Información ("OAIC") contactándose con la OAIC por medio de los métodos presentados en su sitio web http://www.oaic.gov.au. De forma alternativa, usted puede solicitar que le pasemos los detalles de su queja a la OAIC directamente.
Nueva Zelanda:
Personal information collected, stored, used and/or processed by the Zendesk Group, as described in this Policy, is collected, stored, used and/or processed in compliance with New Zealand’s Privacy Act 1993 and its 12 Information Privacy Principles (“NZ IPPs”) as we further detail here.
Singapur:
Personal information collected, stored, used and/or processed by the Zendesk Group, as described in this Policy, is collected, stored, used and/or processed in compliance with the Zendesk Group’s obligations under the Personal Data Protection Act 2012 of Singapore (“PDPA”) as we further detail here.
Canadá:
Zendesk recopilará, almacenará, usará y procesará información personal, según la definición del término en la Ley de Protección de Información Personal y de Documentos Electrónicos de Canadá (“PIPEDA”), y en cumplimiento con las obligaciones del Grupo Zendesk de conformidad con PIPEDA.
14. Cambios en esta política
This Policy may be updated from time to time to reflect changing legal, regulatory or operational requirements. We encourage you to periodically review this page for the latest information on our privacy practices.
If there are any material changes to this Policy, you will be notified by our posting of a prominent notice on the Websites prior to the change becoming effective. If we are required by law to do so, we will seek your consent prior to those material changes becoming effective.
If you do not accept any changes made to this Policy, please discontinue use of the Websites and the Services.
15. Contáctenos
Si tiene preguntas sobre esta Política o sobre las prácticas de privacidad del Grupo Zendesk, contáctenos por correo electrónico a privacy@zendesk.com, o a:
Zendesk’s United States Representative:
Zendesk, Inc.
Attn: Hasani Caraway, Chief Privacy Officer
1019 Market Street
San Francisco, CA 94103, United States
privacy@zendesk.com
Zendesk’s European Representative:
Zendesk International Ltd
Attn: Rachel Tobin, Senior Corporate Counsel
1 Grand Parade Dublin 6 D06 R9X8 Ireland
privacy@zendesk.com
16. La versión en inglés prevalecerá
Las traducciones de esta Política a cualquier otro idioma que no sea el inglés se proporcionan únicamente para facilitar su consulta. En caso de cualquier ambigüedad o disputa entre traducciones, la versión en inglés es la oficial y la que prevalecerá.