Privacy Statement

OTRS Group has created this privacy policy to demonstrate our firm commitment to privacy while visiting our Web site. The following discloses our information gathering and dissemination practices for www.otrs.com (the “OTRS Group Web sites”) and blog.otrs.com (the “OTRS Blog”). OTRS Group reserves the right to update this policy as these sites evolve and new sites are added.

 

General Information

Information on the responsible body

Company:                                 OTRS AG
Legal representative:                André Mindermann, CEO
Address:                                   Zimmersmühlenweg 11, 61440 Oberursel
Data Privacy Officer:                Mr Robert Aumiller, IITR GmbH, aumiller@iitr.de

General Data Processing Information

Data affected:

Personal data will only be collected if you share it with us. In addition, no personal data are collected. Processing of your personal data beyond the scope of legal permission is only done on the basis of your explicit consent.

Processing Purpose: Implementation of the contract.

Categories of Recipients: Public authorities subject to priority legislation. External service providers or other contractors. Other external bodies insofar as the person concerned has given his consent or a transfer of overriding interest is admissible.

Third Country Transfer: In the context of the implementation of the contract, processors outside the European Union can also be used.

Data Storage Duration: The duration of data storage depends on the statutory storage requirements and is usually 10 years.

 

Visits to the North American OTRS AG Web Sites

Anyone may visit the OTRS AG websites and access information while remaining anonymous and without revealing detailed personal information. However, there are areas of the OTRS AG websites that are password protected and may require the user to enter personal information in order to gain entry. Any such information is used strictly for user verification purposes only.

Section 508

OTRS AG aims to be 508 compliant. Section 508 of the Rehabilitation Act of 1973 requires, with certain exceptions, that our Federal Customers comply with certain accessibility requirements when developing, procuring, maintaining, or using electronic and information technology. OTRS AG considers Section 508 standards when designing its offerings. We are also committed to working with our Federal customers as they evaluate their Section 508 compliance.

Specific Information About the Website

Usage of the Newsletter

When registering for our newsletter, you provide us with your email address and, on an optional basis, other information. We use these data solely for the purpose of send-ing you the newsletter. We retain the data that you disclose in your newsletter applica-tion until you cancel your subscription to our newsletter. You can unsubscribe at any time via the link in the newsletter intended for this purpose, or by sending us the ap-propriate notification. By unsubscribing, you revoke the use of your email address.

We also use your email address, which we receive in connection with the sale of a product or service, exclusively for direct advertising in the form of our newsletter for products or services that we sell that are similar to the ones you ordered, provided that you have not objected to having your email used in this way. You may object to the use of your email address at any time without incurring any costs other than the transmis-sion costs according to the basic rates. Your objection (and thus the cancellation of our newsletter) can be communicated by sending the appropriate message to our email address (see the Legal Notice).

OTRS AG’s Use of Personal Information

OTRS AG will endeavor to take appropriate steps to protect the privacy of the information you share with us. Whenever you give OTRS AG sensitive personal information, OTRS AG will take commercially reasonable steps to establish a secure connection with your web browser. The information we collect may be used to improve the content of our websites, customize the content and/or layout of our page for each individual visitor, or for marketing purposes.

Information on Further Data Processing Procedures

Specific information on the application process

Data Affected: Application Details

Processing Purpose: Application procedure

Categories of Recipients: Public authorities subject to priority legislation. External service providers or other contractors. Other external bodies insofar as the person concerned has given his consent or a transfer of overriding interest is admissible.

Third Country Transfer: In the context of the contract implementation, processors outside the European Union can also be used.

Data Storage Duration: Application data will generally be deleted within six months after notification of the decision, unless consent has been given for a longer period of data storage.

Specific information on the processing of customer data/prospect data

 Data Affected: Data communicated for the execution of the contract, if necessary. Additional data for processing on the basis of your express consent.

Processing Purpose: Implementation of the contract.

Categories of Recipients: Public authorities subject to priority legislation. External service providers or other contractors. Other external bodies insofar as the person concerned has given his consent or a transfer of overriding interest is admissible.

Third Country Transfer: In the context of the implementation of the contract, processors outside the European Union can also be used.

Data Storage Duration: The duration of data storage depends on the statutory storage requirements and is usually 10 years.

Specific information on the processing of employee data

Data Affected: Data communicated for the execution of the contract, if necessary. Additional data for processing on the basis of your express consent.

Processing Purpose: Implementation of the contract.

Categories of Recipients: Public authorities subject to priority legislation. External service providers or other contractors. Other external bodies insofar as the person concerned has given his consent or a transfer of overriding interest is admissible.

Third Country Transfer: In the context of the implementation of the contract, processors outside the European Union can also be used.

Data Storage Duration: The duration of data storage depends on the statutory storage requirements and is usually 10 years.

Specific information on the processing of supplier data

Data Affected: Data communicated for the execution of the contract, if necessary. Additional data for processing on the basis of your express consent.

Processing Purpose: Implementation of the contract.

Categories of Recipients: Public authorities subject to priority legislation. External service providers or other contractors. Other external bodies insofar as the person concerned has given his consent or a transfer of overriding interest is admissible.

Third Country Transfer: In the context of the implementation of the contract, processors outside the European Union can also be used.

Data Storage Duration: The duration of data storage depends on the statutory storage requirements and is usually 10 years.

Name, Mailing Address and E-Mail Address

Throughout the websites, OTRS AG collects this personal user information to fulfill orders and requests made on-line. Additionally, on some forms, OTRS AG collects this personal information to include users in future OTRS AG mailings about products, news, and events.

Telephone Numbers

Telephone numbers that are collected on forms throughout the site are stored in OTRS AG’s databases and are used solely for the purpose of verifying requests made online.

Personal Information and Third Parties

OTRS AG does not provide any personal information obtained through its websites to third parties.

Cookies

This website uses its own “cookies” to increase the user-friendliness. (“Cookies” are records that are sent by the web server to the user’s browser and stored there for later retrieval.) No personal data is stored in our “cookies”. You can generally prevent the use of “cookies” if you prohibit the storage of “cookies” in your browser.

Use of Google Analytics

This website uses Google Analytics, a web analytics service provided by Google Inc. (“Google”). Google Analytics uses so-called “cookies,” text files that are stored on your computer and that allow an analysis of your use of the website. The information generated by the cookie about your use of this website is usually transmitted to a Google server in the US and stored there. However, in the event IP anonymization is activated on this website, your IP address will be shortened beforehand by Google within member states of the European Union or in other signatory states to the Treaty on the European Economic Area. The full IP address will be transmitted to a Google server in the USA and shortened there only on an exceptional basis. Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators, and providing other services to website operators relating to website activity and Internet usage. Google will not associate the IP address transmitted under Google Analytics by your browser with other data held by Google. You may prevent the storage of cookies by selecting the appropriate settings on your browser software; however, we should inform you in this case that you might not be able to enjoy all of the functionality of this website to its full extent. You may additionally prevent the recording of the data (including your IP address) to Google that is generated by the cookie and that pertains to your use of the website, or the processing of these data, by downloading and installing the following browser plug-in available through the following link. In view of the discussion about the use of analytics tools with full IP addresses, we would like to point out that this website uses Google Analytics with the extension “_anonymizeIp()” which means that IP addresses are used only in a shortened form in order to prevent any direct correlation to specific persons. For browsers on mobile devices, please click this Link to, in future, prevent anonymous tracking by Google Analytics and to activate a so-called “opt-out cookie” for your browser.

Google AdWords Conversion Tracking

This website uses Google AdWords conversion tracking, a web analytics service from Google, Inc. (“Google”). Google AdWords conversion tracking also uses “cookies” that are stored on your computer and allow the analysis of your website usage. The information generated by the cookie about your use of this website is transferred to a server of Google in the USA and stored there. Google will use this information to evaluate your use of the website, to compile reports on the web page activities for the website operators and to provide further services related to the use of the website and Internet. Google will also transfer this information to third parties if required by law or if third parties process this data on behalf of Google. Google will not associate the data with other data from Google in any case. You can prevent the use of cookies in general if you prohibit the storage of cookies in your browser.

HotJar

This website uses HotJar, a service that analyzes the online behavior and voice of website users by Hotjar Ltd. (“Hotjar”) http://www.hotjar.com, 3 Lyons Range, 20 Bisazza Street, Sliema SLM 1640, Malta, Europe). HotJar uses “cookies,” which are text files placed on your computer, to help the website analyze how users use the site. The information generated by the cookie about your use of the website (including your IP address in an anonymized format) will be transmitted to and stored by HotJar on servers in Ireland (EU

The sole purpose of passively collecting your information is to improve your experience when using this website.

Through the Hotjar code embedded on our website, the information collected and processed includes Device-specific data.

The following information may be collected related to your device and browser:

Device-specific data

The following information may be collected related to your device and browser:

– device’s IP address (captured and stored in an anonymized format);
– device screen resolution;
– device type (unique device identifiers), operating system, and browser type;
– geographic location (country only);
– preferred language used to display the Hotjar Enabled Site.

User interactions

– Mouse events (movements, location and clicks)
– Keypresses

Log data

For a sampling of visitors, our servers automatically record information which is collected from customer websites and our site. This data includes:

– referring URL and domain;
– pages visited;
– geographic location (country only);
– preferred language used to display the web page;
– date and time when website pages were accessed.

By using this website, you implicitly accept the terms of the personal data processing policy and authorize us to process the said data in compliance with the objectives stated hereinabove.  You may opt-out from having HotJar collect your information when visiting our website at any time by visiting HotJars Opt-out page and clicking ‘Disable HotJar’. For more detailed information on the privacy and to the terms of please visit https://www.hotjar.com/privacy

Optimizely

This website uses Optimizely, a service that analyzes how users interact with otrs.com and the impact of website changes on service delivery, by Optimizely, Inc. (“Optimizely”) https://www.optimizely.com/, 631 Howard St., Suite 100, San Francisco, CA 94105, United States.

Optimizely uses “cookies,” which are text files placed on your computer, to help the website analyze how users use the site. The information generated by the cookie about your use of the website (including your IP address in an anonymized format) will be transmitted to and stored by Optimizely on servers that are located in the U.S. and throughout the world as defined in Optimizely’s Storage and Processing documentation.

The sole purpose of passively collecting your information through Optimizely is to improve the effectiveness of otrs.com.

Through the Optimizely code embedded on our website, the information collected includes personal information and non-personally identifiable information as defined by Optimizely.

Data gathered by Optimizely is stored on Optimizely-managed servers in the United States and throughout the world. By using the service, you are agreeing to have your data transferred within their environment. Data retention length varies based on how the data is being used.

By using this website, you implicitly accept the terms of the personal data processing policy and authorize us to process the said data in compliance with the objectives stated hereinabove. Optimizely offers options for preventing the collection of your data which are outlined on Optimizely’s opt-out page. For more detailed information on the privacy and to the terms of please visit https://www.optimizely.com/privacy/ .

Capterra

This website uses a tracking code by Capterra to evaluate the effectiveness of the services provided by Capterra to the otrs.com website. The pixel is provided by Capterra, Inc. (“Capterra”) https://www.capterra.com/, 901 North Glebe Road, Suite 1010, Arlington, VA 22203.

Capterra uses “cookies,” which are text files placed on your computer, to help the analyze how users use the site. The information generated by the cookie about your use of the website (including your IP address in an anonymized format) will be transmitted to and stored by Capterra on servers that are located in the United States.
The sole purpose of passively collecting your information through Capterra is to improve the effectiveness of Capterra services provided to otrs.com.
Data collected by Capterra may be shared with their affiliates and other entities as defined by their Privacy Policy.
Data gathered by Capterra is stored in a Capterra-managed database housed on servers in the United States. By using the service, you are agreeing to have your data transferred to the United States. Data retention length varies based on how the data is being used, but is generally kept for as long as it is relevant to the purpose for which it was collected.
By using this website, you implicitly accept the terms of the personal data processing policy and authorize us to process the said data in compliance with the objectives stated hereinabove. Capterra offers access to data retrieval and removal via email to privacy@gartner.com. For more detailed information on the privacy and to the terms of please visit https://www.capterra.com/legal/privacy-policy .

Third Parties Use of Facebook Social Plug-ins

This website uses the social plugins of Facebook, Inc., 1601 S. California Ave, PA-Lo Alto, CA 94304, USA (hereinafter “Facebook”). When you access pages that contain such a plugin, data about your visitor behavior is automatically transmitted to the servers of Facebook. The website operator has no influence on the nature and extent of the data collected and transmitted to Facebook. If you are logged in to Facebook, Facebook can assign your visit to your Facebook account. For more information on Facebook privacy, see http://www.facebook.com/policy.php

Facebook Remarketing/Retargeting (Custom Audiences)

On our pages the Facebook pixel of the social network Facebook, 1601 South California Avenue, Palo Alto, CA 94304, USA is integrated. When you visit our pages, the Facebook Pixel establishes a direct connection between your browser and the Facebook server. Facebook receives the information that you have visited our site with your IP address. As a result, Facebook can assign the visit to our pages to your user account. We can use the information obtained for the display of Facebook Ads or for tracking functionalities. We point out that we as the provider of the pages are not aware of the content of the data transmitted and their use by Facebook. Further information can be found in the privacy statement of facebook at https://www.facebook.com/about/privacy/. If you do not want to collect data via Custom Audience, you can deactivate Custom Audiences here.

Facebook “like” button

This website uses social plugins from Facebook Inc., 1601 S. California Ave, Palo Alto, CA 94304, USA (hereafter: “Facebook”). When you visit web pages that have a plugin like that, data about your visitor behavior is automatically sent to Facebook’s servers. The website operator has no influence on the nature and extent of the data collected and transmitted to Facebook. If you are logged in to Facebook, Facebook can allocate the visit to your Facebook account. For further information about data privacy on Face-book, please visit: http://www.facebook.com/policy.php

Google +1 button

This website uses social plugins from Google Inc., 1600 Amphitheatre Parkway, Moun-tain View, CA 94043, USA (“Google”). When you visit pages containing such a plugin, data about your visitor behavior can be automatically transmitted to Google’s servers. The website operator has no influence on the nature and extent of the data collected and transmitted to Google. If you are logged in to Google, Google can associate the visit with your Google Account. For more information on data protection and using the Google +1 button, please visit https://developers.google.com/+/web/buttons-policy

Use of our own “cookies”

This website uses its own “cookies” to increase user-friendliness (“cookies” are text files sent by the web server to the user’s browser and stored there for later retrieval). Our own “cookies” never store any personal information. You can prevent the use of “cook-ies” in general if you set your browser to disallow the storage of “cookies.”

Information about other data processing procedures

Specific information about the application process

Affected data: Application information

Processing Purpose: Implementation of application process

Categories of recipients: Public authorities in the event of priority legislation. External service providers or other contractors. Other external bodies in so far as the data sub-ject has given his consent or a transmission is permitted due to a prevailing interest.

Third-country transfers: As part of contractual execution, processors could also be used outside the European Union.

Duration of data storage: Application data will generally be deleted within four months after communication of the decision, unless consent has been given for a longer period of data storage.

Specific information for the processing of customer data/prospective parties’ data

Affected data: Data communicated for contract execution; if necessary, additional data for processing on the basis of your express consent.

Processing Purpose: Contract execution.

Categories of recipients: Public authorities in the event of priority legislation. External service providers or other contractors. Other external bodies in so far as the data sub-ject has given his consent or a transmission is permitted due to a prevailing interest.

Third-country transfers: As part of contractual execution, processors could also be used outside the European Union.

Duration of data storage: The duration of data storage depends on the statutory stor-age requirements and is usually 10 years.

Specific information on the processing of employee data

Affected data: Data communicated for contract execution; if necessary, additional data for processing on the basis of your express consent.

Processing Purpose: Contract execution.

Categories of recipients: Public authorities in the event of priority legislation.
External service providers or other contractors. Other external bodies in so far as the data subject has given his consent or a transmission is permitted due to a prevailing interest.

Third-country transfers: As part of contractual execution, processors could also be used outside the European Union.

Duration of data storage: The duration of data storage depends on the statutory stor-age requirements and is usually 10 years.

Specific information for the processing of supplier data

Affected data: Data communicated for contract execution; if necessary, additional data for processing on the basis of your express consent.

Processing Purpose: Contract execution.

Categories of recipients: Public authorities in the event of priority legislation. External service providers or other contractors. Other external bodies in so far as the data sub-ject has given his consent or a transmission is permitted due to a prevailing interest.

Third-country transfers: As part of contractual execution, processors could also be used outside the European Union.

Duration of data storage: The duration of data storage depends on the statutory stor-age requirements and is usually 10 years.

Further Information and Contacts

In addition, you may invoke your rights to correction or deletion at any time, to restrict processing, to object to processing, and to data portability. Here you will find the option to contact us by email datasecurity@otrs.com or letter at OTRS, Inc., 19925 Stevens Creek Blvd., Cupertino, CA 95014-2358, U.S.A. You also have the right to contact the da-ta protection supervisory authority for complaints.

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