- Alchemer is committed to complying with international regulations including GDPR.
- Alchemer commits to resolve complaints about our collection or use of your personal information. GDPR-related inquiries or complaints regarding our privacy policies should first contact The Alchemer Security and Compliance Manager can be reached at:
Security and Compliance Manager
168 Centennial Parkway, Unit #250
Louisville, Colorado, 80027
Phone: 800 609 6480
Our EU Representative can be contacted at:
Our UK Representative can be contacted at:
DP Data Protection Services UK Ltd.
16 Great Queen Street
London, WC2B 5AH
Think a survey violates our Terms of Service or is engaging in illegal activity?
What kind of information Alchemer collects
Customer Information: When you register on our Site, we ask for your name and contact information, including: company name, name of contact, title of contact, company address, telephone number, email address, user name and password, and billing information which may include credit card numbers. We don’t store any credit card information, instead we use a third-party service as a credit card processor. Customers also provide us with information regarding the ordered Services (e.g., the type of account plan Customers pay for, account preferences, use of survey options or preferences, etc.). In addition to the information you actively provide to us, we also collect information from other sources regarding when and how often you log on to our Site. (See “Tracking Technologies” below.) Information collected is processed by contracted 3rd parties to assist with accounting, customer management, and compliance. All customer data transfers from Alchemer to third parties require a data processing addendum which restricts how the information may be used.
We will not — under any circumstances — sell or rent Customer or Respondent Information to any third party.
Respondent Information: We receive Respondent Information from survey respondents. If you’re using our email campaign distribution method, you provide us with the email address, and optionally other contact information, of each Respondent. Before receiving that information, we contractually require the Customer to warrant that it has a pre-existing relationship with the Survey Respondent and/or the Survey Respondent’s permission to receive electronic messages. We reserve the right to identify you as the person who has made the referral in any message that is sent to them. Permission is considered to be granted when a contact has asked to be subscribed to a list and an email is sent to confirm the validity of the email. This “double opt-in” process ensures that all contacts have been given permission to receive bulk email and that they have provided a valid email address that will not result in bounced messages or SPAM abuse reports.
Survey Respondents provide us with the information requested by you (for example, if your survey question asks about the respondent’s gender or zip code) as well as all answers to the survey questions. Customers are solely responsible for the content of the surveys and response data as well as complying with all applicable laws and regulations that might apply to the content that is solicited by Customers, as we state in our Terms of Service. As one of our software features for our Customers, we can record: (i) if and when a Survey Respondent has responded to a survey and (ii) if and when a Survey Respondent has received a reminder. In addition, we receive any information contained in any communications a Survey Respondent makes directly with Alchemer. (See “Tracking Technologies” below.)
We will not – under any circumstances – use Respondent Information for any purpose other than to provide services to our Customers.
We log Customer and Survey Respondent Internet Protocol (IP) addresses to confirm the accuracy of survey data and Survey Respondent IP addresses are also converted into geo-data for Customers within our software. For our software system administration purposes, we also log a user’s session so that we know when, how often and what pages of the Site a user visits. To avoid the need to re-insert your username and password every time you and your Survey Respondents move from one page of our Site to the next, we use a cookie. (See “Tracking Technologies” below.) We also collect information from our Customers and Respondents regarding the devices and applications used to access our services (like browser type and operating system) and referral sources (if you arrived from another website or email).
You can login to our site using third party sign-in services such as Google Accounts Authentication and Authorization. These services authenticate your identity and give you the choice to share certain types of personal information with us (like your name and email address) to pre-populate your login.
Our site includes social media features as part of our distribution methods. These features, including the Facebook Post or Twitter Post buttons, may collect your IP address, which page you are visiting on our site, and may set a cookie to enable the feature to function properly. These features are hosted by a third party social media network (like Twitter or Facebook). Your interactions with these features are governed by those third party social media networks’ privacy policies.
Customers collect information using our software services platform. As a service provider for our Customers, Alchemer acts as a custodian for that information. Alchemer provides features and services for Customers to provide notice to their end users or customers concerning the legal accountability for the collection of information. To protect the privacy of our Customers, we cannot disclose private information to end users regarding our Customers’ accounts.
Tracking Technologies We Use on Our Site and Services Platforms
Clear Gifs (Web Beacons/Web Bugs)
Our customers can use software features that will enable clear gifs (a.k.a. Web Beacons/Web Bugs) in survey distribution email campaigns to Survey Respondents. Clear gifs are tiny graphics with a unique identifier, similar in function to cookies, and are used to track the online movements of Web users. In contrast to cookies, which are stored on a user’s computer hard drive, clear gifs are embedded invisibly on Web pages and are about the size of the period at the end of this sentence.
Alchemer also uses clear gifs in our HTML-based emails to you our customers and users to let us know which emails have been opened by recipients. This allows us to gauge the effectiveness of certain communications and the effectiveness of our marketing campaigns. If you would like to opt-out of promotional emails, please follow the unsubscribe instructions included in each promotional email.
Data Collection Technology Available to Our Customers
For more information on technology available to our customers in collecting data and information on survey respondents, please visit the following pages:
Our Software Features: Data Collection Technologies
• Alchemer Features: Data Collection and Distribution Methods
• Identify Respondent Info: Who took my survey?
• Track Email Opens
• sguid the URL Variable: Save and Continue, Unique Links, and Duplicate Protection
• Save and Continue Tutorial
• Merge Codes Tutorial
• Hidden Values Tutorial
• Get Data Into a Survey Through Prepopulation
• Sending Values through the URL Redirect Action
• Prevent Duplicate Responses
If you use our blog or any forums associated with our site, keep in mind that any personally identifiable information you submit there can be read, collected, or used by other users, and could be used to send you unsolicited messages. We are not responsible for the personally identifiable information you choose to submit in these forums or blog comments.
How we use the information we collect
We use Customer Information in our normal course of business, including to contact you regarding technical support, discuss billing issues, or to bring to your attention any aspect of our mutual business. We may also use your contact information to provide you with policy or product updates or to introduce new products and services provided you have indicated that you do not object to being contacted for these purposes.
If you do not wish to receive promotional emails from us, you can tell us not to either at the point such information is collected (by checking or unchecking (as directed) the relevant box) or by following the unsubscribe instructions included in each promotional email. We send service-related announcements when necessary to do so, and generally, you may not opt-out of these communications, which are not promotional in nature.
All Respondent Information is stored in our databases for our Customers’ benefit. At your direction, we use a Survey Respondent’s email address (and at your option other contact information) to send survey invitations, reminders, and whatever other communications you choose to use. We also use Respondent Information to improve the performance of our Site and services by analyzing site and user behavior, troubleshooting technical problems, resolving disputes and addressing complaints, and addressing compliance issues with our Terms of Service.
We require our Customers to warrant their compliance with the CAN-SPAM Act of 2003 of the US and equivalent legislation in Europe and elsewhere, and we may have additional approval processes surrounding email campaigns. We also have a software program that alerts us about certain kinds of illegal or dangerous behavior in accounts that violates our Terms of Service. However, we don’t provide monitoring services to you, on your behalf, or otherwise search or monitor for illegal or illicit or other behavior in your account that may violate our Terms of Service. As part of our Terms of Service our Customers maintain and warranty sole responsibility over their behavior, use of our software platform, and whatever content is inserted into or solicited by our software. We make no representations or warranty over our Customers’ use of our services, nor do we control our Customers’ behaviors. If you think there may be any violations of our Terms, please report it to us at email@example.com.
We collect information on behalf of our Customers, just like the Post Office sending and receiving mail on behalf of individuals. If you are an end user or customer of one of our Customers and would no longer like to be contacted by one of our Customers that use our service, please contact that Customer directly.
Our Staff’s Access to Information
Our staff will only access your data at a minimum necessary standard, in order to provide technical or administrative support. For instance, if you open a support ticket, hire our consulting services, call our telephone support, or your account is flagged for a security reason, then our staff may log into your account for the purpose of troubleshooting and correcting the reported issue or performing their contracted task. We will not for any reason disseminate your data other than as you have directed (e.g. email actions, sending reports, etc.). All your data is subject to the confidentiality clause (Section 11) of our Terms of Service.
Data Retention + Deletion / Destruction
Alchemer retains data that we process on behalf of our Customers and data we collect from our Customers directly for as long as it is needed to provide services to our Customers. Alchemer will retain and use this data as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.
Sometimes users have specific needs under institutional or state requirement. For instance, occasionally data needs to be completely destroyed after its intended use. In many cases (e.g. when a customer stops paying for an account, downgrades to a different account plan, etc.), data is retired and locked away rather than actually destroyed. In most cases this makes the loss retrievable in the event of a mistake. We can, however, comply with a request for total data destruction; you just need to let us know. See our section below (Section 4) for more information on data destruction.
Links to Other Sites
Our site contains links to other sites that are not owned or controlled by Alchemer. Please be aware that we, Alchemer, are not responsible for the privacy practices of such other sites. We encourage you to be aware when you leave our site and to read the privacy statements of each and every website that collects personally identifiable information.
Who we share or disclose information to
Due to recent European court rulings which have invalidated the EU-U.S. and Swiss-U.S. Privacy Shield Frameworks, Alchemer has elected to end our participation in the Privacy Shield Framework. Please see our blog post detailing the (non)-impact to Alchemer customers. To that end, in the event that we need to share or disclose information, we still maintain accountability for your data in accordance with the onward transfer principles of the Privacy Shield Framework. We do not share information with any third parties except under the following very limited circumstances with the following protections:
2. As Customers and Respondents Choose: We may share or otherwise use your Customer Information as you choose, and we may share Respondent Information as both you and the Survey Respondent choose. For example, if you choose to have an email action send a copy of the survey response to the survey creator, survey respondent, and/or a third party.
3. Agents Acting on Our Behalf: We may share some of your Information with other companies who provide us with technical and other type of services such as a credit card processor or data hosting center. They are contractually bound under nondisclosure agreements and are granted access to only Information that is necessary for their jobs, and are prohibited from using Information for any other purpose (including marketing or sharing the Information with any other party). We do not share any personally identifiable information with third parties who are not services providers who have signed confidentiality agreements to perform services for us.