We will never sell or unlawfully disclose any information or personal data from any of our customers, respondents or website visitors at any time; ever!
When we resell a Alchemer licence to you or provide you with a managed survey service, we will default to hosting your data in cloud-based servers within the EU. Surveys created on app.alchemer.eu will use the AWS data centre in Frankfurt, Germany. We will provide tier 1 support within the EU, but you may on occasion require tier 2 support from Alchemer in the US, which would require some limited amount of your data to be viewed from the US (outside of EU). This is also true for licence commissioning purposes, when Alchemer will collect the minimal required information to deliver their services and communicate with you. This information is never sold by Alchemer. Alchemer fully complies with the GDPR.
Our Privacy FAQ and Key Privacy Issues
If you use or administer our software tools for 360-degree appraisal or performance management:
If you respond to performance management or 360-degree appraisal requests:
We will not – under any circumstances – use Respondent Information for any purpose other than to provide services to our Customers.
If you are an EU resident or customer, you have the following rights:
Issues from the EU regarding GDPR complaints, questions, and comments can be directed to:
Information Commissioner's Office:
The SurveyShack data privacy contact can be reached at:
Like most other websites, SurveyShack uses “cookies” to collect data about visitors. Cookies are alphanumeric identifiers stored on your computer’s hard drive through your Web browser for the purpose of identifying you when you visit a site or page. Cookies enable us to recognize your browser when you visit and to tell us whether you and other visitors have visited the website previously. For these purposes your cookies are tied to personally identifiable information (like your email address). If you have provided your name or other contact information to us via a web form, we are able to tie that information back to the cookie.
Cookies can be either temporary session cookies that expire at the end of a user session when the browser is closed or persistent cookies that remain on your hard drive for an extended period of time. We use persistent cookies. A persistent cookie can remain on your hard drive for an extended period of time.
We set cookies when you visit our website, respond in our tools. Cookies are used to:
You can change the settings on your browser to prevent new cookies from being set, or to notify you when a new cookie is set. Each browser is different, but the Help section for the browser will be able to show you how to change cookie preferences or clear your cookies.
Clear Gifs (Web Beacons/Web Bugs)
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.
We may also use 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.
If you use our blogs or any forums associated with our website, 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 user invitations, reminders, and whatever other communications you choose to use. We may also use Respondent Information to improve the performance of our website and Services by analysing site and user behaviour, troubleshooting technical problems, resolving disputes and addressing complaints, and addressing compliance issues with our Terms and conditions.
As part of our terms and conditions Customers maintain and warranty sole responsibility over their behaviour, use of our software tools and services, 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’ behaviours. 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. If you are an end user 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 level, in order to provide technical or administrative support. For instance, if you open a support ticket, use our consulting or managed 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 confidentiality clauses in our terms and conditions.
Data Retention and Deletion / Destruction
We retain 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. We 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 legal requirement. For instance, occasionally data needs to be completely destroyed after its intended use. In some cases (e.g. when a customer stops paying for an account, downgrades to a different account plan, etc.), data can be 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.
Links to Other Sites
Our website may contain inks to other websites that are not owned or controlled by us. Please be aware that we are not responsible for the privacy practices of such other websites. We encourage you to be aware when you leave our website and to read the privacy statements of each and every website that collects personally identifiable information.
Who we share or disclose information to
We do not share information with any third parties except under the following very limited circumstances:
Data archiving / Deletion
When you cease to pay for your Services, we will either archive or delete your data upon your instructions. We will allow you access the data for use (e.g. local storage on your computer, etc.) before deletion. Alternatively, if you do not require access before deletion, you can contact us directly in writing as stated above.
Once a Respondent has submitted a response, the Respondent may not be able to access his/her Information through the Services. We can sometimes facilitate Respondents to re-access responses, but that must be requested by the Services Administrator. Respondents may contact you and you, in turn, will be able to view the Respondent’s collected Information and, where appropriate, work with us in modifying such Information.
We have extensive security measures in place to protect your Information, and we are committed to the protection of your data. Unique user names and passwords must be entered each time a person logs on. We work with third party data centre service providers, to host our Services, and Software in a secure production environment that uses a firewall and other technology to reasonably prevent access from outside intruders.
All of our technology and processes are not, however, guarantees of security (see our Terms and Conditions for more information). You should also bear in mind that submission of information over the internet is never entirely secure. We cannot guarantee the security of information you submit via the Services whilst it is in transit over the internet and any such submission is at your own risk.
For more information on our security measures, get in touch with us at firstname.lastname@example.org and at +44 207 112 1960 or view our security policy
Account Ownership Transfer
If you choose and to transfer your account billing information and point of contact information (e.g. the individual who registers for the account or the user designated within our Services as the main account administrator) to another individual or organisation, ownership over all of your account’s data is therefore transferred to that individual or organisation. This data may include confidential information, response data, and/or custom reports, customised software code that you may have purchased with our professional services team. Data and account ownership transfer responsibilities lie solely with the customer. SurveyShack cannot and does not monitor how or why a customer or user may transfer data or account ownership.
Effective: May 25th, 2018
Updated: Oct 16th, 2020