Last Revised March 11, 2025
Introduction
Glia provides digital customer service technology that is integrated into websites and applications operated by our customers ("Customer Sites"). This privacy policy governs Glia’s collection, processing, and use of information from end users ("Users") when they interact with Customer Sites that integrate Glia’s technology ("the Services"). It applies to information collected directly through Glia’s Services on Customer Sites, but does not cover information collected by the Customer Site operator through other means. Our customers are responsible for their own privacy policies and practices, including how they use the Services and collect user data on their sites. For information on how a Customer Site uses your information, please refer to the privacy policy of the Customer Site.
What information does Glia collect?
Glia collects information through your use of Customer Sites, including:
- Device Information - We collect information about devices running Customer Sites, including Internet protocol address, MAC address, browser type, operating system, and, if applicable, carrier information and country code.
- Site Usage Information - We collect information about how Customer Sites are used, such as the frequency and duration of usage, and your activities on Customer Sites, such as browsing patterns, mouse movements, scroll movements and purchase history.
- Information provided by you - We may collect information you provide directly, such as contact details, feedback, chat transcripts (including text, audio, and video), and survey responses. We may also collect data through cookies and other tracking technologies to monitor traffic patterns and gather information about your previous visits to Customer Sites.
Glia processes information as directed by our customers through their configuration and use of our Services. Our customers determine:
- What information is collected through the Services
- How long information is retained
- How information is used within the Services
- What privacy settings and security measures are implemented
- How their users are informed about data collection and use
Glia provides the technical infrastructure and capabilities to support our customers' privacy and security requirements, but does not determine or implement these policies.
Does Glia collect real-time location information?
Glia may collect information about your device’s location if you access a Customer Site from a device with location services enabled. We use this data to help our customers analyze usage patterns and improve their services. Anonymous location data may be shared with third parties. To limit the collection of location data, please refer to the "Opt-out" section below.
How does Glia use information collected from you?
Glia’s Internal Use – We use the information collected from Users to provide our customers with insights about their use of Customer Sites that integrate Glia’s Services. We share this information with third parties only as described in this Privacy Policy.
Use of Information for Advertising – We also work with third-party partners to improve our services and show relevant advertisements. These partners may collect information about your interactions with our marketing sites to:
- Measure and analyze site traffic and activity.
- Display targeted ads about our products or services on third-party sites.
- Evaluate the performance of our advertising campaigns.
We may disclose information we collect from Users to:
Third parties as required by law, such as to comply with a subpoena or similar legal process; Third parties as we deem necessary, based on our good faith belief, (i) to protect our rights, your safety or the safety of others, (ii) to investigate fraud, or (iii) to respond to a government request; Trusted services providers who work on our behalf, who do not have an independent use of the information we disclose to them, and who have agreed to adhere to the rules set forth in the privacy statement; Customers in the form of aggregated, anonymous data about the way you use Customer Sites so that Customers can improve their respective Customer Sites; Third parties in conjunction with a merger, acquisition or sale of Glia. If Glia is involved in a merger, acquisition, or sale of all or a portion of its assets, you will be notified via email and/or a prominent notice on our Web site of any change in ownership or uses of this information, as well as any choices you may have regarding this information.
Opting Out
Opt-out of Location Tracking
You may opt out of location tracking by disabling location services on your device or by turning off cookies and JavaScript for Customer Sites. If you have any questions or need assistance, please contact us at privacy@glia.com.
Opt-out of Interest-Based Advertising
Our third-party partners may use non-cookie technologies to track your activity. You can opt out of interest-based advertising through the following third-party platforms:
Data Retention Policy; Managing your Information
Glia retains information about User activity on Customer Sites as necessary, unless prohibited by law. Customers, acting as data controllers, can request modifications or deletion of this information in accordance with Glia’s standard processes. For data deletion or modification requests, please contact your Customer Site operator.
Children
We do not knowingly solicit data from or market to children under the age of 13. If a parent or guardian becomes aware that his or her child has provided us with information without their consent, he or she should contact us at privacy@glia.com. If we obtain actual knowledge that a User is under thirteen, we will promptly delete such information from our files.
Security and Compliance Framework
Glia maintains a robust security program to protect our platform and enable our customers to meet their security and privacy requirements. This includes:
- Industry-standard security technologies and procedures.
- Regular security assessments and audits.
- Relevant security certifications.
- Secure data storage and transmission protocols.
- Access controls and authentication measures.
Specific security measures and compliance with regulatory requirements, such as the GDPR and CCPA, are detailed in our agreements with customers.
Changes
We may update this Privacy Policy periodically to reflect changes in our practices or legal obligations. When we update the policy, we will post the new version on our website and provide any legally required notifications. We encourage you to review this Privacy Policy regularly for any updates.
Your Consent
By using a Customer Site that integrates Glia’s Services, you consent to the processing of your information as described in this Privacy Policy and the privacy policy of the Customer Site operator. Glia processes information on behalf of its customers in accordance with our agreements with them. If you are located outside the United States, your information may be transferred to and processed in the United States.
