Privacy Policy

Effective Date: April 27th, 2022

OVERVIEW

Symend is Committed to protecting your privacy.

Symend’s vision is to transform the science of engagement on a global scale, while approaching all matters with empathy, compassion and trust. In furtherance of that purpose, this Privacy Policy is written to be clear and transparent about how Symend collects, stores and uses personal information for visitors of this website or other Symend operated websites and apps. Symend recognizes the significance and importance of your personal information and strives to earn and maintain your trust through the privacy decisions we make each day.

Data We Collect

Symend collects personal information about you either from you directly or through Symend’s clients and marketing partners.  Symend uses only the amount of personal data it needs to provide its services and to operate its business.  This information includes:

  • Name;
  • Physical address;
  • Email address;
  • Phone number;
  • Mobile number;
  • Opt-in status/consent to contact
  • Inbound call information, such as duration and time of call)
  • Payment history, such as date and amount of payments.  Symend does not collect credit card numbers or bank account numbers;
  • Internet and web usage information as it relates to your engagement with this website and other Symend websites and apps, such as IP addresses; and
  • Other personally identifiable information as required or provided by current or prospective Symend employees during the job application process, such as medical or financial information in order for Symend to provide employment benefits.

How We Use It

Symend uses your personal information for the following purposes:

  • Deliver and maintain its products and services
  • Engage in marketing and recruitment campaigns;
  • Research and development to improve its products and services;
  • Detect and prevent fraud;
  • Manage and protect networks, services, employees, and users;
  • Report to our clients with respect to the details of your account under the privacy guidelines of our clients;
  • Facilitate the general management and administration of our business, including to meet our regulatory, legal, insurance, audit, security and processing requirements;
  • Communicate with you; and
  • Evaluate suitability of employment candidates.

In addition, we may use information collected from you for market research and publishing purposes, such as to publish articles about current market and consumer behavioral trends.  In all instances, usage of information for market research and publishing is anonymized and aggregated in such a manner that it cannot be de-anonymized to identify any particular individual. 

Internet and web usage information collected is anonymized from our servers and from your internet web browser when you visit our website, such as your IP address, the time and information about the page you requested, and the website through which you were linked to our site, if any. We may use tracking technologies in conjunction with this anonymized data to manage our website traffic, keep count of return visits to our site, and determining which features users like best.

Who We Share It With

Symend shares information with third parties in accordance with legal and contractual requirements and in order to provide our products and services. We share information with such parties only as necessary in order for us to fulfill our obligations and to provide our products and services, including to the following parties:

  • Symend affiliates. Symend discloses to its affiliates for business operational purposes and to support our processing of personal data under this Privacy Policy;
  • Marketing and analytics partners. Symend shares your personal information to our marketing and analytic partners to assist us in advertising, improve our marketing and analyses, and to collect activity on our websites, via the use of cookies, web beacons, and other similar technologies. We also share it to our marketing partners to assist us with the delivery and publication of reports; and
  • Service providers.Symend shares personal information to our vendors and partners in order to provide our services. Our vendors and partners reside in Canada and the United States.  As a result, your personal information may be transferred, stored and/or processed in Canada and/or the United States in connection with the purposes described in this Privacy Policy.  The contractual or other measures we use to protect your personal information are subject to the legal requirements of these jurisdictions where the information may be transferred, stored, or processed.

How We Protect It

Symend uses technical, administrative and physical safeguards to help protect against accidental or unauthorized access, use, modification and disclosure of your personal information. For example, we anonymize personal data and destroy records once the information is no longer needed. In addition, we train our employees on the importance of privacy, security, and the proper ways to access, use and disclose sensitive information. Our practices and policies prohibit employees with whom we share this information from using sensitive information unless they are authorized to do so and have a business need.

Although we strive to keep information secure, we cannot guarantee with 100% certainty that our safeguards will prevent every unauthorized attempt to access, use or disclose personal information. No method of transmission over the internet, or method of electronic storage, is 100% secure. 

For more information about our security practices and how we protect your privacy, including to report a security incident, please visit our Security Page 

How Long We Retain It

We retain personal data in accordance with our records retention policy which establishes general standards and procedures regarding the retention, handling, and disposition of personal information. In general, we retain personal information only for as long as is needed in order to exercise our legal and contractual requirements (such as business, accounting, tax or legal purposes) and in order to provide our products and services as appropriate to the business. Retention periods, however, will be extended if we are required to preserve personal information in connection with litigation, investigations and proceedings.

Exemptions to this Privacy Policy

Links to Other Websites

Our websites and apps include links to other websites whose privacy practices may differ from those of Symend. This Privacy Policy only applies to the use and disclosure of information in relation to Symend’s websites, products and services, and not to any other party. The inclusion of a link does not imply endorsement of the linked website, product or service by us. As such, we are not responsible for the content, security or privacy practices employed by other websites or links posted on Symend’s websites and apps. We disclaim all liability regarding your access and use of such linked websites. If you submit personal data to any of those other websites, your information is governed by their privacy policies.

Symend as a Service Provider

This Privacy Policy does not apply where we process personal information of our clients’ customers on their behalf.  Symend’s clients (and/or their affiliates) use our services to assist them with their customer engagements.   Accordingly, we process personal data of our clients and their customers in accordance with our clients’ instructions. Our clients control the personal data that is made available to us and Symend acts as a “processor” (for purposes of the General Data Protection Regulation or “GDPR”) or “service provider” (under the California Consumer Privacy Act or “CCPA”) or similar roles under applicable law on behalf of our clients. Our clients’ privacy policy or agreements with its customers will apply to such processing, not this Privacy Policy. If you are a customer of our client and have questions about your personal information used by such client, please contact that organization directly for information

Access to Personal Information

You have the right to access, update and correct inaccuracies in your personal information in our custody and control, subject to limited exceptions under applicable law. In addition, although Symend is based in Canada, we are subject to privacy laws in other jurisdictions, including certain US states which provide you additional rights. Collectively, these jurisdictions provide the following rights:

  • Right to know. We are required to let you know the categories of personal information that we collect and use. Described above in this Privacy Policy is how Symend collects and uses your personal information and may share it to our vendors and partners for business and commercial purposes. We may also share information for legal compliance, with your consent as further described in other sections of this policy;
  • Right to access. You have the right to request access to specific pieces and categories of personal information we collected about you during a certain period of time;
  • Right to correct. You have the right to correct any inaccuracies of your personal information in records created or maintained by Symend;  
  • Right to delete. You have the right to request that we delete personal information we have about you unless we need it for specific reasons as permitted by applicable law. We retain personal information only as long as reasonably necessary for business, accounting, tax or legal purposes and then securely delete it in accordance with our policies;
  • Right to not sell personal information. You have the right to say no to the sale of personal information. Please note that Symend does not sell your personal information nor do we have any plans to start; and 
  • Right to not be discriminated against. We do not discriminate against you if you exercise any rights described in this Privacy Policy.

The rights stated above are intended solely for your educational and informational purposes and is not intended to be a complete list or recitation of your privacy rights under applicable law.

Changes to this Privacy Policy

This Privacy Policy may be updated from time to time, to reflect changes in our practices and technologies, and to be consistent with applicable data protection and privacy laws and principles, as well as other legal requirements. If we do make updates, we will update the “effective date” at the top of this Privacy Policy webpage. If we make a material update, we may provide you with notice prior to the update taking effect, such as by posting a conspicuous notice on our website or by contacting you using the email address you provided.

How do I Learn More?

If you are not satisfied with the response from our Privacy Officer after making a complaint, you may have recourse to additional remedies under applicable privacy legislation. For further information, please contact the Federal Privacy Commissioner or your provincial Privacy Commissioner, as applicable.

If you have a question or concern about any collection, use or disclosure of personal information by Symend, or if you would like to request access to your own personal information, please contact: legal@symend.com. Please note that for security purposes, we reserve the right to verify your identity prior to fulfilling your request.