Effective starting: January 25, 2023

What this policy covers

Your privacy is important to us, and so is being transparent about how we collect, use, and share information about you. This policy is intended to help you understand:

• What this policy covers

• What information we collect about you

• How we use the information we collect

• How we share information we collect

• How we store and secure the information we collect

• How to access and control your information

• How we transfer information we collect internationally

• Other important privacy information

This Privacy Policy covers the information we collect about you when you use our products or services or otherwise interact with us unless a different policy is displayed.  Pio, we and us refer to Pio Software Ltd. We offer cloud-based software products. We refer to all of these products, together with our other services and websites as "Services" in this policy.    

This policy also explains your choices surrounding how we use information about you, which include how you can object to certain uses of information about you and how you can access and update certain information about you.  If you do not agree with this policy, do not access or use our Services or interact with any other aspect of our business.  

Where we provide the Services under contract with an organization (for example, your employer) that organization controls the information processed by the Services. For more information, please see Notice to End Users below. This policy does not apply to the extent we process personal information in the role of a processor on behalf of such organizations.

What information we collect about you

We collect information about you when you provide it to us, when you use our Services, and when other sources provide it to us, as further described below.  

Information you provide to us

We collect information about you when you input it into the Services or otherwise provide it directly to us. 

Account and Profile Information: We collect information about you when you register for an account, create or modify your profile, set preferences, sign-up for or make purchases through the Services. For example, you provide your contact information and, in some cases, billing information, when you register for the Services. You also have the option of adding a display name, profile photo, job title, and other details to your profile information to be displayed in our Services.  We keep track of your preferences when you select settings within the Services.

The content you provide through our products: Our products run on Alassian’s Forge platform. Forge is Atlassian's new development platform for building Jira and Confluence Cloud apps. It's designed to revolutionize how cloud products are customized and extended. The platform takes care of security, computing, and storage. Our products store the data that you provide such as user names and security tokens via the storage service of Forge in an encrypted way. Our products do not transfer data outside of Atlassian’s Forge platform. We do not have access to the database of our products.

The content you provide through our websites: The Services also include our websites owned or operated by us. We do not collect website visitor information.

Information you provide through our support channels: The Services also include our customer support, where you may choose to submit information regarding a problem you are experiencing with a Service.  Whether you designate yourself as a technical contact, open a support ticket, speak to one of our representatives directly, or otherwise engage with our support team, you will be asked to provide contact information, a summary of the problem you are experiencing, and any other documentation, screenshots or information that would be helpful in resolving the issue.

Payment Information:  Our products are sold via Atlassian’s Marketplace. We collect payment and billing information when you register for our paid Services via Atlassian’s Marketplace.  For example, you designate a billing representative, including name and contact information, upon registration. We do not process payments directly and do not have access to your payment card details. Atlassian collects payments via secure payment processing services.

Information we collect automatically when you use the Services

We collect information about you when you use our Services, including browsing our websites and taking certain actions within the Services.          

Your use of our Products: We keep track of certain information about you when you visit and interact with any of our Products. This information includes the features you use; the links you click on. These are stored in the Forge platform and we do not have access to them.   

Device and Connection Information: We do not collect information about your computer, phone, tablet, or other devices you use to access the Services.  

Cookies and Other Tracking Technologies: We do not use cookies and other tracking technologies.

Information we receive from other sources

We receive information about you from Atlassian. We may combine this information with information we collect through other means described above. This helps us to update and improve our records and provide better services.

Other users of the Services: Other users of our Services may provide information about you when they submit content through the Services. For example, you may be mentioned in a support ticket opened by someone else, and a team member may upload content about you.  We also receive your email address from other Service users when they provide it in order to invite you to the Services.  Similarly, an administrator may provide your contact information when they designate you as the billing or technical contact on your company's account or when they designate you as an administrator. 

Atlassian Companies:  We receive information about you from companies that are owned or operated by Atlassian, in accordance with their terms and policies.

Atlassian Partners:  We work with a global network of Atlassian partners who provide consulting, implementation, training, and other services around our products.  Some of these partners also help us to market and promote our Services, generate leads for us, and resell our Services.  We receive information from these partners, such as billing information, billing and technical contact information, company name, what Atlassian Services you have purchased or may be interested in, evaluation information you have provided, what events you have attended, and what country you are in. 

Third-Party Providers: We may receive information about you from third-party providers of business information and publicly available sources (like social media platforms), including physical mail addresses, job titles, email addresses, phone numbers, intent data (or user behavior data), IP addresses and social media profiles, for the purposes of targeted advertising of products that may interest you, delivering personalized communications, event promotion, and profiling.

How we use the information we collect

How we use the information we collect depends in part on which Services you use, how you use them, and any preferences you have communicated to us.  Below are the specific purposes for which we use the information we collect about you.

To provide the Services and personalize your experience: We use information about you to provide the Services to you, including authenticating you when you log in to our support portal, providing customer support, and improving the Services. For example, we may use your stated job title and activity to return your questions better. We may use your email domain to infer your affiliation with a particular organization or industry to understand the connections between different support requests. To opt out of this personalization, please contact contact@pio.software.  

For research and development:  We are always looking for ways to make our Services smarter, faster, secure, integrated, and useful.  We use the information and collective learnings (including feedback) about how people use our Services to troubleshoot, identify usage, activity patterns, and areas for integration and improve our Services, and develop new products, features, and technologies that benefit our users and the public. We also test and analyze certain new features with some users before rolling the feature out to all users.  

To communicate with you about the Services: We use your contact information to send transactional communications via email and within the Services, including confirming your purchases, reminding you of subscription expirations, responding to your comments, questions, and requests, providing customer support, and sending you technical notices, updates, security alerts, and administrative messages.  We send you email notifications when you or others interact with you on the Services, for example, when you are @mentioned on a page or ticket. We also send you communications as you onboard to a particular Service to help you become more proficient in using that Service. These communications are part of the Services and in most cases, you cannot opt out of them.  If an opt-out is available, you will find that option within the communication itself or in your account settings.   

To market, promote and drive engagement with the Services: We do not use your contact information and information about how you use the Services to send promotional communications. 

Customer support: We use your information to resolve technical issues you encounter, respond to your requests for assistance, analyze crash information, and to repair and to improve the Services.

To protect our legitimate business interests and legal rights: Where required by law or where we believe it is necessary to protect our legal rights, interests, and the interests of others, we use information about you in connection with legal claims, compliance, regulatory, and audit functions, and disclosures in connection with the acquisition, merger or sale of a business.  

With your consent: We use information about you where you have given us consent to do so for a specific purpose not listed above.  For example, we may publish testimonials or featured customer stories to promote the Services, with your permission.    

Legal bases for processing (for EEA users): 

If you are an individual in the European Economic Area (EEA), we collect and process information about you only where we have legal bases for doing so under applicable EU laws.  The legal bases depend on the Services you use and how you use them. This means we collect and use your information only where:

• We need it to provide you the Services, including to operate the Services, provide customer support and personalized features, and to protect the safety and security of the Services;

• It satisfies a legitimate interest (which is not overridden by your data protection interests), such as for research and development, to market and promote the Services, and to protect our legal rights and interests;

• You give us consent to do so for a specific purpose; or

• We need to process your data to comply with a legal obligation.

If you have consented to our use of information about you for a specific purpose, you have the right to change your mind at any time, but this will not affect any processing that has already taken place.  Where we are using your information because we or a third party (e.g. your employer) have a legitimate interest to do so, you have the right to object to that use though, in some cases, this may mean no longer using the Services.

How we share information we collect

We share the information we collect about you in the ways discussed below, including in connection with possible business transfers. We are not in the business of selling information about you to advertisers or other third parties.

Sharing with other Service users 

When you use the Services, we share certain information about you with other Service users.

For collaboration: You can create content, which may contain information about you, and grant permission to others to see, share, edit, copy and download that content based on settings you or your administrator (if applicable) select.  Some of the collaboration features of the Services display some or all of your profile information to other Service users when you share or interact with specific content.  For example, when you comment on a Confluence page or Jira issue, we display your profile picture and name next to your comments so that other users with access to the page or issue understand who made the comment. You can confirm whether certain Service properties are publicly visible from within the Services or by contacting the relevant administrator.

Managed accounts and administrators: If you register or access the Services using an email address with a domain that is owned by your employer or organization or associate that email address with your existing account and such organization wishes to establish an account or site, certain information about you including your name, profile picture, contact info, content and past use of your account may become accessible to that organization’s administrator and other Service users sharing the same domain.  

Sharing with third parties

We do not share information with third parties. Our support portal is hosted by Atlassian, and when you use our Support Portal or use our products you are creating an account in Atlassian’s Cloud product and accepting their terms and conditions. Refer to Atlassian’s privacy policy for more information.

Service Providers: We work with only Atlassian’s Forge platform to provide application development, hosting, maintenance, backup, storage, virtual infrastructure, payment processing, analysis, and other services for us, which may require them to access or use information about you. More information about Forge.

Atlassian Partners: We work with third parties who provide consulting, sales, support, and technical services to deliver and implement customer solutions around the Services. We may share your information with these third parties in connection with their services, such as to assist with billing and collections, to provide localized support, and to provide customizations.  We may also share information with these third parties where you have agreed to that sharing.

Links to Third-Party Sites: The Services may include links that direct you to other websites or services whose privacy practices may differ from ours (i.e. Atlassian Documentation, Azure Documentation, etc.). If you submit information to any of those third-party sites, your information is governed by their privacy policies, not this one. We encourage you to carefully read the privacy policy of any website you visit.

Third-Party Services: We may offer you the ability to interact with or share information with third parties through the Services. When you intentionally interact with these third parties, we may share certain information with those third parties or receive information with those third parties, consistent with your privacy settings on the third-party service. You should always check the privacy settings and notices in these third-party services to understand how those third parties may use your information.

With your consent: We share information about you with third parties when you give us consent to do so.  For example, we often display personal testimonials of satisfied customers on our public websites. With your consent, we may post your name alongside the testimonial. 

Compliance with Enforcement Requests and Applicable Laws; Enforcement of Our Rights: In exceptional circumstances, we may share information about you with a third party if we believe that sharing is reasonably necessary to (a) comply with any applicable law, regulation, legal process or governmental request, including to meet national security requirements, (b) enforce our agreements, policies, and terms of service, (c) protect the security or integrity of our products and services, (d) protect Pio, our customers or the public from harm or illegal activities, or (e) respond to an emergency which we believe in good faith requires us to disclose information to assist in preventing the death or serious bodily injury of any person.

Atlassian companies: We share information we have about you with Atlassian corporate affiliates in order to operate and improve products and services and to offer other Atlassian-affiliated services to you. This includes companies that own or operate the Services listed here.  

Business Transfers: We may share or transfer information we collect under this privacy policy in connection with any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company. You will be notified via email and/or a prominent notice on the Services if a transaction takes place, as well as any choices you may have regarding your information.

How we store and secure the information we collect

Information storage and security

We use industry-standard technical and organizational measures to secure the information we store. We use Atlassian’s products for our Support Portal (Jira Service Management) and Documentation Pages (Confluence). We use Atlassian’s Forge Platform for running our products. For more information on where and how they store your information, please see the Atlassian Trust pages. 

While we implement safeguards designed to protect your information, no security system is impenetrable and due to the inherent nature of the Internet, we cannot guarantee that information, during transmission through the Internet or while stored on Atlassian’s systems or otherwise in our care, is absolutely safe from intrusion by others.

How long we keep information

How long we keep the information we collect about you depends on the type of information, as described in further detail below.  After such time, we will either delete or de-identify your information or, if this is not possible (for example, because the information has been stored in Atlassian’s backup archives), then they will securely store your information and isolate it from any further use until deletion is possible.  

Account information: We retain your account information for as long as your account is active and a reasonable period thereafter in case you decide to re-activate the Services.  We also retain some of your information as necessary to comply with our legal obligations, to resolve disputes, to enforce our agreements, to support business operations, and to continue to develop and improve our Services. Where we retain information for Service improvement and development, we take steps to eliminate information that directly identifies you, and we only use the information to uncover collective insights about the use of our Services, not to specifically analyze personal characteristics about you.  

Information you share on the Services: If your account is deactivated or disabled, some of your information and the content you have provided will remain in order to allow your team members or other users to make full use of the Services.  For example, we continue to display messages you sent to the users that received them and continue to display the content you provided, but when requested details that can identify you will be removed. 

Managed accounts: If the Services are made available to you through an organization (e.g., your employer), we retain your information as long as required by the administrator of your account. For more information, see "Managed accounts and administrators" above.

Marketing information: If you have elected to receive marketing emails from us, we retain information about your marketing preferences for a reasonable period of time from the date you last expressed interest in our Services, such as when you last opened an email from us or ceased using your Atlassian account. We do not use cookies.   

How to access and control your information

You have certain choices available to you when it comes to your information. Below is a summary of those choices, how to exercise them, and any limitations.

Your Choices: 

You have the right to request a copy of your information, to object to our use of your information (including for marketing purposes), to request the deletion or restriction of your information, or to request your information in a structured, electronic format.  Below, we describe the tools and processes for making these requests.  You can exercise some of the choices by logging into the Services and using settings available within the Services or your account. Where the Services are administered for you by an administrator (see "Notice to End Users" below), you may need to contact your administrator to assist with your requests first.  For all other requests, you may contact us as provided in the Contact Us section below to request assistance.

Your request and choices may be limited in certain cases: for example, if fulfilling your request would reveal information about another person, or if you ask to delete information which we or your administrator are permitted by law or have compelling legitimate interests to keep. Where you have asked us to share data with third parties, for example, by installing our product on Atlassian’s platform, you will need to contact those third-party service providers (i.e. Atlassian) directly to have your information deleted or otherwise restricted.  If you have unresolved concerns, you may have the right to complain to a data protection authority in the country where you live, where you work or where you feel your rights were infringed.

Access and update your information: Our Services and related documentation (see Pio Documentation and Atlassian Documentation) give you the ability to access and update certain information about you from within the Service. For example, you can access your profile information from your account and search for content containing information about you using keyword searches in the Service.  You can update your profile information within your profile settings and modify content that contains information about you using the editing tools associated with that content.

Deactivate your account:  If you no longer wish to use our Services, you or your administrator may be able to deactivate your Services account. If you can deactivate your own account, that setting is available to you in your account settings. Otherwise, please contact your administrator. If you are an administrator and are unable to deactivate an account through your administrator settings, please contact the appropriate support team (see Atlassian support pages).  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 in the Services.  For more information on how to delete your information, see below. 

Delete your information: Our Services and related documentation (see Pio Documentation and Atlassian Documentation ) give you the ability to delete certain information about you from within the Service. For example, you can remove content that contains information about you using the keyword search and editing tools associated with that content, and you can remove certain profile information within your profile settings. 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.   

Request that we stop using your information:  In some cases, you may ask us to stop accessing, storing, using, and otherwise processing your information where you believe we don't 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 information for a limited purpose, you can contact us to withdraw that consent, but this will not affect any processing that has already taken place at the time. You can also opt out of our use of your 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.  If there is a delay or dispute as to whether we have the right to continue using your information, we will restrict any further use of your information until the request is honored or the dispute is resolved, provided your administrator does not object (where applicable).  If you object to information about you being shared with Atlassian, please contact Atlassian or contact your administrator to do so.

Opt out of communications: You may opt out of receiving promotional communications from us by using the unsubscribe link within each email, updating your email preferences within your Service account settings menu, or by contacting us as provided below to have your contact information removed from our promotional email list or registration database.  Even after you opt-out from receiving promotional messages from us, you will continue to receive transactional messages from us regarding our Services. You can opt out of some notification messages in your account settings.

Turn off Cookie Controls: We do not use browser-based cookie controls. Atlassian’s relevant browser-based cookie controls are described in Atlassian’s privacy policy.

Send "Do Not Track" Signals: Some browsers have incorporated "Do Not Track" (DNT) features that can send a signal to the websites you visit indicating you do not wish to be tracked. Because there is not yet a common understanding of how to interpret the DNT signal, our Services do not currently respond to browser DNT signals. You can use the range of other tools we provide to control data collection and use, including the ability to opt out of receiving marketing from us as described above.

Data portability: Data portability is the ability to obtain some of your information in a format you can move from one service provider to another (for instance, when you transfer your mobile phone number to another carrier).  Depending on the context, this applies to some of your information, but not to all of your information.  Should you request it, we will provide you with an electronic file of your basic account information.  

How we transfer information we collect internationally

International transfers of information we collect

We collect information globally and may transfer, process and store your information outside of your country of residence, to wherever we or our third-party service providers (Atlassian) operate for the purpose of providing you the Services.  Whenever we transfer your information, we take steps to protect it.  

International transfers within the Atlassian Companies: Pio leverages Atlassian’s products and services. To facilitate their global operations, they transfer information globally and allow access to that information from countries in which the Atlassian owned or operated companies have operations for the purposes described in Atlassian’s privacy policy.

Privacy Shield Notice

While Atlassian remains self-certified under the  EU-U.S. and Swiss-U.S. Privacy Shield Frameworks, it is not currently relying on these frameworks for the transfer of personal data. We encourage you to review Atlassian’s privacy policy for details.

Other important privacy information

Notice to End Users

Many of our products are intended for use by organizations. Where the Services are made available to you through an organization (e.g. your employer), that organization is the administrator of the Services and is responsible for the accounts and/or Service sites over which it has control. If this is the case, please direct your data privacy questions to your administrator, as your use of the Services is subject to that organization's policies. We are not responsible for the privacy or security practices of an administrator's organization, which may be different than this policy. 

Administrators are able to:

• require you to reset your account password;

• restrict, suspend or terminate your access to the Services;

• access information in and about your account;

• access or retain information stored as part of your account;

• install or uninstall third-party apps or other integrations 

In some cases, administrators can also:

• restrict, suspend or terminate your account access;

• change the email address associated with your account;

• change your information, including profile information;

• restrict your ability to edit, restrict, modify or delete information

Even if the Services are not currently administered to you by an organization, if you use an email address provided by an organization (such as your work email address) to access the Services, then the owner of the domain associated with your email address (e.g. your employer) may assert administrative control over your account and use of the Services at a later date.  You will be notified if this happens. 

If you do not want an administrator to be able to assert control over your account or use of the Services, you should deactivate your membership with the relevant team or enterprise, or use your personal email address to register for or access the Services.  If an administrator has not already asserted control over your account or access to the Services, you can update the email address associated with your account through your account settings in your profile.  Once an administrator asserts control over your account or use of the Services, you will no longer be able to change the email address associated with your account without administrator approval.

Please contact your organization or refer to your administrator’s organizational policies for more information. 

Changes to our Privacy Policy

We may change this privacy policy from time to time. We will post any privacy policy changes on this page and, if the changes are significant, we will provide a more prominent notice by adding a notice on the Services homepages, login screens, or by sending you an email notification. We will also keep prior versions of this Privacy Policy in an archive for your review.  We encourage you to review our privacy policy whenever you use the Services to stay informed about our information practices and the ways you can help protect your privacy.

If you disagree with any changes to this privacy policy, you will need to stop using the Services and deactivate your account(s), as outlined above.

Contact Us

Your information is controlled by Pio Software Ltd. If you have questions or concerns about how your information is handled, please direct your inquiry to Pio, which we have appointed to be responsible for facilitating such inquiries.

Pio Software Ltd.

128, City Road, London, EC1V 2NX

UNITED KINGDOM

E-mail: contact@pio.software