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.
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.
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.
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
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 email@example.com specifying that you no longer want to receive communications from Serena.
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 firstname.lastname@example.org.
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