Effective Date: October 15, 2019
ChatLead Operator Console is a State-of-the-art Proactive Live Chat Software designed specifically for online business which, when combined with our chat code added to your website allows monitoring and chatting with your website visitors.
Microsoft .NET Framework 4.0 is required and needs to be installed if missing on the User’s computer. When ChatLead Operator Console is launched it would prompt to download and install Microsoft .NET 4.0 if not found on the User’s computer. Internet access and a user account are required to use the software. Base software plan is free. Premium Pro and Enterprise plans are available for purchase. Please visit www.chatware.com for more details.
What does ChatLead, LLC. do?
ChatLead, LLC. is a leading provider of technology that facilitates real-time support for legal firms doing business on the Internet. We are an Application Service Provider, or ASP, and we offer our proprietary real-time interaction technology as an outsourced service to our customers. As an ASP, we collect information on behalf of our customers. We also collect information on our own website. Our methods for collection and use of information depend on whether the user logs directly onto our website (a “ChatLead, LLC. User”) or accesses our service on one of our customer’s sites (an “ASP User”).
ChatLead, LLC. Users
What information do we collect from ChatLead, LLC. Users?
When the online customer service chat first begins, ChatLead, LLC. Users are asked to provide their name in whatever format or detail they prefer. During the chat, ChatLead, LLC. Users enter into a live question and answer session with an operator. We maintain dialogue transcripts of these chats.
After the chat, we ask ChatLead, LLC. Users to fill out an exit survey in order to obtain valuable feedback about our service. Filling out the exit survey is completely voluntary. The surveys may ask for contact information (e.g., email address) and for demographic information (e.g., zip code, age or income level).
ChatLead, LLC. Users in need of technical support are required to complete a form for purposes of defining and clarifying their technical support requests. When submitting a technical support request, ChatLead, LLC. Users are asked to provide the following identifiable information: email address (ChatLead LoginID), ChatLead Subscriber ID, ChatLead Subscriber Name and a description of the issue. The following information is also collected via the ChatLead Operator Console when reporting issues or feedback: Operating System, Total Space, Total Physical Memory, Total Virtual Memory, Available Virtual Memory and CPU Processor information. This information is used to help diagnose problems with our server, gather broad demographic information and administer our service. We do link this automatically-collected data to personal information when emails are sent to support for technical assistance.
Emails sent to support are kept only for problem solving purposes and this information is not shared with or disclosed to any outside third parties.
We also collect data through aggregated tracking information derived mainly by tallying page views throughout our site.
We do not knowingly collect any information from anyone under 18 years of age.
When you download and use our mobile application, we automatically collect information on the type of device you use, operating system version, and the device identifier (or “UDID”). We do not ask you for, access or track any location based information from your mobile device at any time while downloading or using our mobile application.
We send you push notifications through our mobile application to alert you of incoming chat requests. You may at any time opt-out from receiving these types of communications by turning them off at the device level through your settings.
How does ChatLead, LLC. use information it collects from ChatLead, LLC. Users and will ChatLead, LLC. disclose such information to outside parties?
We access the information we collect for certain purposes (for example, to aggregate the information, to monitor the use of the service during certain chats and for other lawful purposes). In certain situations, ChatLead, LLC. may be required to disclose personal data in response to lawful requests by public authorities, including to meet national security or law enforcement requirements. We may also disclose your personal information as required by law, such as to comply with a subpoena or other legal process, when we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request. A ChatLead, LLC. User’s information, including personal information, will not be shared with anyone except as required by law such as to comply with a subpoena, or similar legal process or when we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request. If ChatLead, LLC. 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 website, of any change in ownership, uses of your personal information, and choices you may have regarding your personal information. We may also disclose your personal information to any other third party with your prior consent.
We do not sell trade or rent the personal information that ChatLead, LLC. Users provide.
We may also provide your personal information to companies that provide services to help us with our business activities such as payment processing via PayPal. These companies are authorized to use your personal information only as necessary to provide these services to us
What information do we collect from ASP Users?
When the online customer service chat first begins, ASP Users may be asked to enter their names or other personal information to facilitate service. By providing such personal information, ASP User consents to ChatLead, LLC. collecting and processing such personal information on behalf of itself or its customers. Also, during the chat, ASP Users enter into a live question and answer session with an operator. We maintain dialogue transcripts of these chats.
In addition to visitor name, we collect the following visitor information during the chat: city, state, country, IP address, site entry time, referring site and search keywords. Our monitoring software also tracks a user’s movements around the website and allows returning users to be identified. This information is used by users to answer visitor questions relating to the site
After the chat, our customers may ask ASP Users to fill out an exit survey in order to obtain valuable feedback. Filling out the exit survey is completely voluntary. The surveys may ask for contact information (e.g., email address) and for demographic information (e.g., zip code, age or income level). The surveys vary by customer so our customers may obtain feedback specific to their website and business, as well as feedback regarding our service.
We log browser information (e.g., Internet Protocol addresses and browser types) to help diagnose problems with our server, gather broad demographic information and administer our site. By choosing to engage in a chat and use the services, ASP User consents to such logging and processing of IP address. We do link this automatically-collected data to personal information.
The following information is also collected via the ChatLead Operator Console as a result of installing or using the software: computer, browser and connection information (e.g., computer operating system, browser type, internet service provider, connection type, IP address and line speed). This information is used to help diagnose problems with our server, gather broad demographic information and administer the site. We do link this automatically-collected data to personal information.
We do not knowingly collect any information from anyone under 18 years of age.
How does ChatLead, LLC. use information it collects from ASP Users and will ChatLead, LLC. disclose such information to outside parties?
We do not sell trade or rent the personal information that ASP Users provide.
Information Relevant to Both ChatLead, LLC. Users and ASP Users
How does ChatLead, LLC. protect user information?
Our site has security measures in place to protect the loss, misuse and alteration of the information under our control. When you enter sensitive information (such as a credit card number) on our order forms, we encrypt the transmission of that information using reasonable security. All chats and user data are maintained and archived on secure servers. Access to stored data is password protected and passwords are account specific. No customer can view data for another customer. We also use appropriate firewall technology within our facility to prevent unauthorized access. For another level of protection, all data is backed up daily, and archives are stored off-site in a secure location.
If you have any questions about security on our Web site, you can contact us at [email protected].
What about “cookies” and other tracking technologies?
Uninstalling our Software
To uninstall the software, please follow the instructions at https://www.ChatLead.com/uninstall-instructions/. During the uninstallation process, users will be given the opportunity to remove their user profile information. Should the user decline to remove the information during the uninstall process, instruction on how to remove the data manually can be found at https://www.ChatLead.com/uninstall-instructions/.
We partner with a third party to either display advertising on our website or to manage our advertising on other sites. Our third party partner may use technologies such as cookies to gather information about your activities on this site and other sites in order to provide you advertising based upon your browsing activities and interests. If you wish to not have this information used for the purpose of serving you interest-based ads, you may opt-out by clicking http://preferences-mgr.truste.com. Please note this does not opt you out of being served ads. You will continue to receive generic ads.
ChatLead, LLC. gives users options wherever necessary and practical. Such choices include opting not to engage in chat sessions and opting not to provide identifiable information during chat sessions.
If you wish to subscribe to our newsletter(s), we will use your name and email address to send the newsletter to you. Out of respect for your privacy, you may choose to stop receiving our newsletter or marketing emails by following the unsubscribe instructions included in these emails or you can contact us at [email protected].
We are committed to protecting the privacy of the users of our service. We use the information we collect to provide a better experience for future use of our service and to provide our customers with valuable feedback on their websites and businesses.
Correcting and Updating Personal Information
Upon request, ChatLead, LLC. will provide you with information about whether we hold, or process on behalf of a third party, any of your personal information. To request this information please contact us at [email protected].
If any of the personal information that you provided to us changes or is incorrect, please email as us at [email protected] or call us at 800-501-7567 with your new, updated information so that we can correct, update or delete the information as necessary. We will respond to your request within a reasonable timeframe.
We will retain your information for as long as your account is active or as needed to provide you services. We will retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.
In the event that someone buys or acquires us or substantially all of our assets, our information about you and your use of our services will likely be one of the acquired assets. In this event, you will be notified via email and/ or prominent notice on our website of any change in ownership or uses of your information, as well as any choices you may have regarding your personal information.
Links to 3rd Party Sites
Social Media Widgets
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Changes to this Policy
Information Related to Data Collected through the ChatLead Live Website Chat and Monitoring platform
ChatLead, LLC. collects information under the direction of its Clients, and has no direct relationship with the individuals whose personal data it processes.
We collect information for our clients, if you are a customer of one of our Clients and would no longer like to be contacted by one of our Clients that use our service, please contact the client that you interact with directly.
Service Provider, Sub-Processors/Onward Transfer
ChatLead, LLC. may transfer personal information to companies that help us provide our service. Transfers to subsequent third parties are covered by the provisions in this Policy regarding notice and choice and the service agreements with our Clients.
Access to Data Controlled by our Clients
ChatLead, LLC. has no direct relationship with the individuals whose personal data it processes. An individual who seeks access, or who seeks to correct, amend, or delete inaccurate data should direct his query to the ChatLead, LLC.’s Client (the data controller). If the Client requests ChatLead, LLC. to remove the data, we will respond to their request within a reasonable timeframe.
ChatLead, LLC. will retain personal data we process on behalf of our Clients for as long as needed to provide services to our Client. ChatLead, LLC. will retain and use this personal information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.
By providing your cell phone number, you have provided us with consent to send you text messages in conjunctions with the services you have requested. Your cellular provider’s Message & Data Rates may apply to our confirmation message and all subsequent messages.
You understand the text messages we send may be seen by anyone with access to your phone. Accordingly, you should take steps to safeguard your phone and your text messages if you want them to remain private. [No Confidential Information should be sent via Text Message.]
Please notify us immediately if you change mobile numbers or plan to provide your phone to another person.
If we modify this Text Message Policy, we will notify you by sending you a text message with a link to the new policy. We may terminate our text message program at any time.
If you have questions about this policy or are having problems receiving or stopping our text messages, please contact us using the following information: [email protected] or send us a mail to ChatLead LLC, 156 George St S, Tarpon Springs, FL, 34688 .
You agree and consent to be contacted by the Company, our agents, employees, and affiliates through the use of email, telephone calls and/or SMS text messages to your cellular, home or work phone numbers, as well as any other phone number you have provided in conjunction with this account, including the use of automatic telephone dialing systems, auto dialers, or an artificial or prerecorded voice.
Opt-out or STOP
This policy applies to the text messages sent by ChatLead, LLC. to our customers during and after they use our product. If you wish to stop receiving text messages from ChatLead, LLC. reply to any text message we have sent you and in the reply text simply type STOP. You will receive a text message confirming we have received your request to STOP. We will respond to your request within a reasonable timeframe. In addition, you can opt-out by calling 1-800-610-0684.
Help or Support
If at any time you need our contact information or information on how to stop text messages, reply to any text message we have sent you and in the reply text simply type HELP. Upon receiving your text message, we will send you a text message with the information.