Privacy Policy

Tracview ("TracView", "we", "us") provides TracView, a customer-success platform (the "Service"). This policy explains what personal data we process, why, and the choices you have.

We act as the controller for data about people who visit our website or hold a TracView account. For the data our business customers put into TracView — what their teams enter or import, and what they sync from their own systems — we act as a processor on the customer's behalf. The customer is the controller of that data, and our Data Processing Agreement governs how we handle it.

• Profile: name, work email, avatar, job title, role and organization. Sign-in is handled by WorkOS; we never receive or store your password.
• Invitations: the invitee's email address, role and expiry.
• Team audit log: changes to membership and roles, who made them and when.
• Staff access log: when our staff access a customer's data through our admin tools, we record the staff member, the action, the IP address and the browser user agent.
• Cookies and browser storage: a session cookie that keeps you signed in, and interface preferences such as theme, layout, dismissed banners and recent searches, kept in your browser. We use no advertising or analytics cookies.
• Support requests: what you send through the in-app contact form, with your email address.

Customers' teams enter and import their own records: customers and contacts, notes, tasks, contracts and revenue, email templates and Playbooks, imported spreadsheets, and the health scores TracView calculates from them. Depending on which integrations a customer connects, the Service also stores:

• CRM (Salesforce, HubSpot): accounts or companies, contacts (name, email, title, phone), deals, contracts, cases or tickets, and activities. We keep the payload received from the CRM so field mapping can be re-run.
• Email (Gmail, Outlook), for each user who connects their own mailbox: message headers, senders and recipients, subjects and full message bodies for the Inbox and Sent folders, including mail not matched to a customer. The first connection imports the last 90 days; after that, mail syncs as it arrives. Attachments are not stored; they are fetched only when a user opens one.
• Jira and Jira Service Management: read-only access to issues, requests and the customers linked to them.
• Email TracView sends on the customer's behalf (surveys and Playbook emails): recipient addresses, delivery status and bounces, survey scores and comments, and unsubscribes.

Email collected from a user's mailbox is visible to the members of their organization in TracView.

• To provide the Service: sign-in, syncing connected sources, customer health, timelines and Playbooks, and sending email the customer's team sets up.
• To keep the Service secure: preventing abuse, auditing staff access, and backups.
• To support you and communicate with you about the Service.
• AI classification: inbound Outlook email is classified for sentiment. Before any text reaches an AI model we remove quoted replies and signatures, shorten it to 800 characters, redact card numbers, social security numbers and phone numbers, and replace the sender's address. This is on by default; an organization can ask us to turn it off.

We do not sell personal data, use it for advertising, or use Customer Data to train AI models.

TracView's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements. See the Google API Services User Data Policy.

• TracView requests two Gmail scopes. gmail.readonly is used to show customer email in TracView, link it to the right customer account, and keep Last Contact and the Timeline current. gmail.send is used to send email from the user's own address: email the user writes, and, where their organization uses Playbooks, scheduled emails to the customers they own, from templates a teammate has reviewed.
• Email collected from a user's Gmail is visible to the members of their organization in TracView. It stays after the user disconnects Gmail, until an organization admin purges it.
• Gmail data is not sent to AI models.
• Gmail data is never used for advertising, never sold, and never shared except with the subprocessors listed below as needed to run the Service, or as required by law.
• TracView staff do not read Gmail data unless the user permits it, it is needed for security or to comply with law, or it has been aggregated and anonymized for internal operations.

• We keep account data and Customer Data for as long as the customer's subscription is active.
• We delete Customer Data within 30 days of the end of a subscription, or of a verified deletion request.
• Disconnecting an integration stops syncing and keeps the records it synced. An admin can instead disconnect and purge, which deletes the integration's tickets, timeline events and raw records and removes its customers, contacts and contracts from the Service. An admin can also purge the email collected through a mail provider.
• Backups are encrypted and kept for up to 365 days, then deleted. Our database provider keeps a 7-day recovery history.
• Admins can export their data as CSV files from Settings.

• Each organization's data is isolated with database row-level security.
• Staff access to customer data through our admin tools is limited to named staff, and every access is logged before it happens.
• Backups are encrypted with a key we control in AWS Key Management Service and stored write-once in a separate region.
• Passwords are handled by WorkOS and never stored by TracView.

Data is stored in the United States. Some subprocessors may process it in other countries. Where we transfer personal data from the European Economic Area, the United Kingdom or Switzerland, we rely on the European Commission's Standard Contractual Clauses and the UK Addendum, incorporated in our Data Processing Agreement.

You can ask to access, correct, export or delete your personal data, or object to how we use it, by emailing privacy@tracview.io. If your data is Customer Data, contact the organization that uses TracView — they control it — and we will help them respond.

Where the GDPR or UK GDPR applies, we rely on these legal bases: performance of a contract to provide the Service; our legitimate interests in securing and supporting the Service; and legal obligations. You may complain to your local data protection authority.

The Service is for businesses and is not directed to children under 16.

We will post changes on this page and update the date above. For material changes we will notify account admins. We give customers 30 days' notice before adding a new subprocessor.

Tracview, Minneapolis, MN. Email: privacy@tracview.io.