Serena Privacy and Cookie Policy

Serena Software, Inc. respects your right to privacy, and we believe any information you provide to us should be protected from disclosure to others. We have prepared this Privacy Policy to inform you as to what kind of information about you is collected and how it is collected on our web site, how we manage and safeguard your information, to whom we disclose your information, and under what circumstances the information is disclosed. By using the Serena web site or providing any personally identifiable information through the Serena web site, you are agreeing to the collection and use of information in the manner described in this Privacy Policy. If you do not consent to this Privacy Policy, do not use the web site or download any materials from it.

Collection of Personally Identifiable Information

In general, you can visit Serena's web site without telling us who you are or revealing any personally identifiable information about yourself. However, certain pages on our web site require personally identifiable information from you, such as when you register for our newsletter, create an account for Serena Community forums, register for free trials, register for a class, register for a seminar, or request information about our products. If payment is involved, financial information, such as your credit card number, may be required. The personally identifiable information we need from you typically includes contact information such as your name, address, telephone number and e-mail address. We collect this information to better understand your needs and provide you with services that are valuable to you. Revealing personally identifiable information is voluntary and you have the choice whether or not to disclose this information.


Serena's web site uses cookies. A cookie is a piece of data stored on the user's computer that can be used to recognize repeat visitors to the web site. Usage of a cookie is in no way linked to any personally identifiable information while on our site. You will remain anonymous unless you otherwise provide Serena with any personally identifiable information. The cookies are used primarily to enhance your usage of the web site. Links to web sites outside of ours may contain cookies that Serena does not control. If you disable your cookie, you may still use our web site; however, you may not be able to access certain areas within the web site.

Clear GIFs

We may use clear GIFs (also known as pixel tags, single pixel GIFs, web beacons or action tags). Clear GIFs help us better manage our e-mail newsletters. Clear GIFs are tiny graphics with a unique identifier, similar in function to cookies, and are used to track the effectiveness of our newsletters. Unlike cookies, clear GIFs are not stored on a user's computer hard drive. We do not link the information gathered by clear GIFs to users' personally identifiable information.

Log Files

Like most standard web site servers we use log files. This includes internet protocol (IP) addresses, browser type, internet service provider (ISP), referring/exit pages, platform type, date/time stamp, and number of clicks to analyze trends, administer the site, track users' movement in the aggregate, and gather broad demographic information for aggregate use. IP addresses, etc. are not linked to personally identifiable information. We use a tracking utility that uses log files to analyze user movement.

Use of Personally Identifiable Information

The personally identifiable information that you reveal will be used to fulfill your request or to support activities on our web site. In addition, Serena may use this information to send you the Serena newsletter or information on Serena's products and services. Out of respect for the privacy of our users we give you the option to not receive these types of communications. Please see the "Opt-out" section.

Data Analysis

We may also perform statistical analyses of aggregate visitor behavior. This allows us to measure relative visitor interest in the various pages of our web site and to improve the design of our web site. Such aggregated information is not linked to personally identifiable information.

Disclosure of Personally Identifiable Information

Except as otherwise stated in this Privacy Policy, we do not sell, trade or rent your personally identifiable information collected on our site to others. Serena occasionally hires other companies to provide limited services on our behalf, such as mailing of our newsletters. We will only provide those companies the information they need to deliver the service, and they are prohibited from using that information for any other purpose.

Though we make every effort to preserve user privacy, we may need to disclose personally identifiable information when required by law wherein we have a good-faith belief that such action is necessary to comply with a current judicial proceeding, a court order or legal process served on our web site. In addition, Serena may disclose personally identifiable information if we believe in good faith that such action is necessary to protect the personal safety of users of Serena, its web sites, or the public. We may also disclose personally identifiable information in the event of a merger, consolidation, or sale of all or substantially all of Serena's assets.

Web-based communications and data transfer with Serena Technical Support

Interactions and data exchanges between you and Serena Technical Support representatives are secure. With your permission, Serena Technical Support representatives may use a third party tool to start a "Chat" session in which the representative can access your computer. The Technical Support Representative will only be able to do this when you join the session, and cannot access your computer once the session is over. The Chat session operates over a secure, reliable global communications network. The data that is sent during a Chat session is encrypted, and there is no direct connection between the Technical Support Representative and your computer. With your permission, a Technical Support Representative may transfer a file to and/or from your computer.

During a Chat session, a Serena Technical Support representative may be able to view information about processes that are running on your computer. Serena representatives will not use this information for any purpose, and will not disclose any information gathered during a Chat session to any third party.


Users who no longer wish to receive communications from Serena may opt-out of receiving these communications by replying with "unsubscribe" in the subject line of the e-mail. You may also opt-out of these communications by sending an e-mail to specifying that you no longer want to receive communications from Serena.


This web site contains links to other sites with whom we have a relationship. Please be aware that we, Serena, are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site that they are no longer covered by our Privacy Policy and to read other sites' privacy statements, as they may differ from ours. This Privacy Policy applies solely to personally identifiable information collected by Serena's web site.


Serena takes reasonable security measures to protect your personally identifiable information both online and off-line from loss, misuse, unauthorized access or disclosure. Your personally identifiable information is not shared outside Serena without your permission, except under the conditions explained above. Serena does not rent or sell personally identifiable information to third parties.

Correcting/Updating/Deleting/Deactivating Personally Identifiable Information

If your personal information changes, or if you no longer desire to receive communications from Serena, you can correct, update, delete or deactivate your personal information by sending an e-mail to

Changes To The Privacy Policy

Serena may amend this Privacy Policy from time to time. If we decide to make substantial changes in the way we use your personally identifiable information, we will post the changes on this page and other places we deem appropriate so you become aware of what information we collect, how we use it, and under what circumstances, if any, we disclose information. Your continued use of the Serena web site following such change will be deemed acceptance of the revised Privacy Policy.

Serena Technical Support Confidentiality Policy

Serena agrees to abide by the following terms of confidentiality:

Serena may receive certain Customer Confidential Information (as defined below) relating to the Customer's business. It is acknowledged that the Customer desires to protect the confidentiality of that information.

In consideration for the Customer granting Serena the use of Customer's database(s) in accordance with the terms of the technical support services ("Services"), Serena hereby covenants and agrees as follows:

1. The "Confidential Information" covered by this undertaking includes:
(i) all copyright materials, operations, procedures, methods, know-how, plans, techniques and processes involved in or relating to the Customer and its business; and
(ii) all other information (including information relating to Customer's markets, or any securities which are traded on those markets) relating to Customer's services, systems, users, employees, strategic plans, client, financial or contractual arrangements or other dealings, transactions or affairs, reports, documents or recommendations.

2. Serena wil use reasonable efforts to keep the Confidential Information confidential at all times and shall not disclose or divulge any of the Confidential Information directly or indirectly to any person, firm or company whatsoever (other than those of its employees who will be directly involved in the Services, but only on a need-to-know basis) without Customer's prior written consent.

3. The protection to be accorded to the Confidential Information hereunder does not and shall not extend to any Confidential Information that is:
(i) is already known or in possession before the disclosure hereunder free of any obligation to keep it confidential;
(ii) is or becomes publicly known through no wrongful act or default of Serena;
(iii) is received from a third party without similar obligations of confidentiality and without breach of this Policy;
(iv) is already possessed or independently developed by Serena;
(v) is disclosed to a third party by Customer without similar restrictions on the third party's rights; or
(vi) is approved for release by written authorization of Customer.

4. Serena shall only use the Confidential Information for the purpose of performing the Services, and shall advise all relevant employees of their obligations of trust and confidence with respect to the Confidential Information and will take all necessary steps to ensure compliance by such employees. Serena will not copy or reproduce all or any part of such Confidential Information in any medium, except as may be strictly necessary to effectuate the Services.

5. No license, trademark, patent, copyright or other intellectual property rights, is either granted or implied by disclosure of Confidential Information under this Policy. No agency or partnership relationship is created between Serena and Customer under this Policy.

6. The Confidential Information shall be and remain the sole and exclusive property of Customer.

Copyright © 2013 SERENA Software, Inc. All Rights Reserved.
Revised: October 28, 2008

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