Privacy Policy

Introduction to the RealTheory Privacy Policy

Thanks for choosing RealTheory! We are really happy to have you as a customer and we want you to know that we greatly respect your privacy rights. The privacy and security of your personal data is and always will be extremely important to us.

The intent of this Privacy Policy is to transparently share with you why we gather information, the type of information we gather, and how we store and use your personal data to provide you the best experience possible. Our goal is to outline the controls and choices you have with regards to when and how you choose to share your personal data.

This Privacy Policy sets out the essential details relating to your personal data relationship with RealTheory, Inc. "We," "us," and "our" refer to RealTheory, Inc. This Privacy Policy applies to all RealTheory Services. Where applicable, the terms governing your use of the RealTheory Services are defined in our Cloud Terms of Service, our Acceptable Use Policy, and the other policies incorporated into the Cloud Terms of Service.

Over time RealTheory may offer additional features, products and services and unless there is a material change in the way we collect or process your personal data, then those new features, products and services will also be subject to this Privacy Policy, otherwise, if there is a material change prior to using those new features, products and services, we will notify you of how we may process your data differently and what additional terms or policies may apply.

This Policy aims to: ensure that you understand what personal data we collect about you, the reasons why we collect and use it, and who we share it with; explain the way we use the personal data that you share with us in order to give you the best experience possible when you are using the RealTheory Services; and explain your rights and choices in relation to the personal data we collect and process about you and how we will protect your privacy.

We hope this helps you to understand our privacy commitments to you. If you have any questions or concerns, please contact us. This Privacy Policy describes RealTheory’s privacy practices with respect to the RealTheory websites owned or operated by us, our social media, and the RealTheory Cloud Products and related Support (collectively, "Services"). Where the Services are provided under a contract with an organization, that agreement governs the organization’s and its End Users’ use of the Services, and this Privacy Policy does not create a separate acceptance requirement for individual End Users. In this Privacy Policy, "Services" has the meaning given in this section and is broader than the defined term "Services" in the Cloud Terms of Service.

This Privacy Policy also explains your choices surrounding how we may use information about you, which include how you can object to certain uses of information about you and how you can access and update certain information about you. Where we provide the Services under contract with an organization (for example, your employer) that organization controls the personal data RealTheory processes on its behalf.

If you have any questions or any requests – please contact us

RealTheory, Inc. is the controller of personal data it processes for its own business purposes. Where RealTheory processes personal data on behalf of an organization customer, that organization is the controller and RealTheory acts as processor as described in the applicable Data Processing Addendum. If at any time you have questions about our Privacy Policy or any requests about how your information is handled, you can contact us in the following ways:

RealTheory, Inc.
7778 McGinnis Ferry Rd, Ste. 238
Suwanee, GA 30024
Attn: General Counsel
E-Mail: Privacy@RealTheory.io

What information we collect about you

We collect information about you and we use that information to provide you the best experience possible. Some of the information we collect is provided by you when you register for, use, or interact with our websites, social media, and our Services. You can always contact us if you have questions about what information we collect.

Information we collect about you to Register, Authenticate, and keep your Account Active: When you register for our product, or you accept that registration provided by your employer or your RealTheory account administrator, we must have information about you to set up your profile and fully authenticate your account. This includes your name and business email address and, where single sign-on is not used, the account credentials you set. We also log technical information such as IP address for authentication and security purposes. Business contact details for the organization, such as a corporate address and telephone number, may be collected in connection with the customer relationship. Where a paid subscription is purchased, billing and payment are handled through a payment processor or the applicable cloud marketplace and the commercial terms are set out in the applicable Order; RealTheory does not collect or store payment card numbers, card expiration dates, card security codes, or bank account details, and does not collect an individual’s date of birth or home address.

Information we collect about you through our Sales, Marketing, Social Media, Customer Success, and Support channels: If you contact us through any of our communication channels, we retain the content and information created during these interactions to manage your needs and provide you the best experience possible. This includes how to contact you, your interests, issues you are having, urgency, and information such as screenshots, documentation, or written summaries, as well as information gathered through interactive features, surveys, community forums, or events you engage in.

We collect and track the information created by your Use of our Websites, Products, and Services: Most of this information is collected automatically when you use our websites and Services. When users interact with our Services, metadata is created to provide additional context about the way users work. We log information such as which features of the product you use, which links you click, account activity, and which third-party services are integrated. Your interactions over the internet may also create information such as your IP address, pages visited, browser type, operating system, settings, date and time of use, plugins, language preferences, cookie data, and crash data. We may use your IP address and country preference to approximate your location to provide a better Service experience. On our websites and other web and marketing properties, RealTheory and our third-party analytics partners may use cookies and similar technologies to provide functionality and to understand how those properties are used. For more information, please see our Cookie & Tracking Notice, which includes how to control or opt out of these technologies.

We receive, collect, and use the data and information provided by Third-Parties, Partners, and Data Providers: We may receive information about you from third-party services, social media platforms, public databases, and from our business and channel partners. We may combine this information – such as business mailing addresses, job titles, business email addresses, phone numbers, intent data, IP addresses, and social media profiles – with information we collect through other means to update and improve our records, identify new customers, and suggest services that may be of interest to you. Where you or your administrator enable integrations with third-party products and services, those providers may share information with us in accordance with our agreement with the provider and the permissions granted by the user. This does not apply to Customer Data or Operational Metrics processed in connection with the RealTheory Cloud Products, which are used only as permitted by the Cloud Terms of Service.

RealTheory Partners and Other Users may Provide information about you: We may work with a global network of partners who provide consulting, implementation, training, marketing, lead generation, and resale services. We may receive information from these partners, such as billing and technical contact information, company name, products purchased or of interest, evaluation information, events attended, and country. Other users of our Services may also provide information about you when they submit content through the Services or when your administrator sets you up for specific roles.

How we use information we collect

Where RealTheory processes personal data on behalf of an organization customer, that organization is the controller and RealTheory acts as processor. Where RealTheory processes personal data for its own business purposes, RealTheory is the controller. How we use the information that is provided and gathered is in accordance with the applicable terms in the Services agreement, in part with the instructions you have provided us, and as required by applicable law.

As mentioned above, our goal is to provide you and all of our users the best possible experience. We are continuously improving our Services and, subject to the limitations in the "Artificial Intelligence and Model Training" section below and in our Cloud Terms of Service, we use the data we collect to do so.

RealTheory uses personal data as necessary to operate the Services and our business for the purposes described below. Where applicable, we rely on the legal bases described in the "Legal bases for processing" section of this Privacy Policy. More specifically, we use customer data and information in the following ways:

To perform Registration, Authentication, and Security of our Services: We use your information to give you access to the RealTheory Services, to authenticate who you are, to process transactions, and to operate and maintain the Services, including managing access levels and monitoring for suspicious or fraudulent activity and policy violations.

To Provide what we believe is a Great User Experience: We use the data we collect – including current and historical usage patterns and trends – to prevent or address service errors, security or technical issues, and to provide the best possible solutions for the tasks you are trying to complete with our Services, and to design the best possible user experience for you.

To Help Improve How We and You Communicate: The information we collect helps us communicate with you and facilitate your communications with your team members, administrators, and other users, including administrative communications for technical, billing, support, security, and system-alert purposes.

To Help us Improve and Provide you with Relevant and Personalized Marketing: We use information to provide relevant, personalized, and well-timed marketing, delivered through our websites, partners, email, or social media. Where applicable, you can opt out of specific marketing messages on platforms we control. This does not include messages we deem required per the terms of our Services. This does not apply to Customer Data or Operational Metrics processed in connection with the RealTheory Cloud Products, which are used only as permitted by the Cloud Terms of Service.

To help us Comply with Applicable Laws, and Regulatory, Legal, and Compliance processes: We use data as necessary to comply with applicable legal and regulatory requirements. If information is aggregated or de-identified so that it is no longer reasonably associated with an identified or identifiable natural person, RealTheory may use it for any business purpose; to the extent information is associated with an identified or identifiable natural person and protected under applicable data protection law, it is "Personal Data" and is managed under the regulatory data protection laws specific to you. We may also use information about you where necessary to protect our legal rights and interests and those of others.

Artificial Intelligence and Model Training: RealTheory uses machine learning and analytics to operate and provide the Services, including to analyze a customer's own environment and generate recommendations, insights, and automated actions for that customer. RealTheory will not use Customer Data, prompts, or Platform outputs to train or improve its machine-learning models for the benefit of other customers without the customer's prior written consent. RealTheory also collects operational and performance metrics generated by the environments and systems a customer connects. These metrics are designed not to include personal data, and RealTheory uses them to operate, secure, monitor, troubleshoot, analyze, and improve the Services as described in our Cloud Terms of Service. RealTheory may also create and use aggregated, de-identified and benchmark data derived from them, which does not identify any customer, end user, or workload.

How we share information we collect

RealTheory does not sell personal information. We share the data we collect in the following ways:

Sharing with other Service users: Where the Services are provided to an organization, information about a user, including account information and activity within the account, may be visible to that organization’s administrators and to other authorized users of the same account.

Managed accounts and administrators: If you register or access the Services using an email address with a domain owned by your employer or organization, certain information about you – including your name, business contact information, account information, role or group membership, and activity associated with your account – may become accessible to that organization's administrator and other users sharing the same domain.

Sharing with Third-Parties: We share information with third-parties that help us operate, provide, improve, integrate, customize, support, and market our Services, under instructions and protections designed to safeguard your information. If you or your administrator install or integrate third-party apps, those apps may require information about you to provide services; their practices are not controlled by this Privacy Policy.

Compliance with Enforcement Requests and Applicable Laws; Enforcement of Our Rights: In exceptional circumstances, we may share information about you with a third-party where reasonably necessary to comply with applicable law or legal process, enforce our agreements and terms, protect the security or integrity of our Services, protect RealTheory, our customers, or the public from harm, or respond to an emergency.

Business Transfers: We may share or transfer information in connection with any merger, sale of company assets, financing, or acquisition. Where required by applicable law, we will provide notice of such a transaction.

How we store and secure the information we collect

Information storage and security: We use reasonable and appropriate technical and organizational measures designed to protect the information we store. While we implement safeguards designed to protect your information, no security system is impenetrable and, due to the inherent nature of the Internet, we cannot guarantee that data is absolutely safe from intrusion. Where the Services are made available to you through an organization (for example, your employer), retention and deletion of personal data processed on that organization’s behalf are governed by the applicable Data Processing Addendum.

How long we keep information: RealTheory may retain the personal data we collect for as long as you use our Services or as necessary to fulfill the purposes for which it was collected, provide our Services, resolve disputes, establish legal defenses, conduct audits, pursue our legitimate interests, enforce our agreements, and comply with applicable laws. The retention practices described in this section apply to personal data RealTheory processes as an independent controller; retention of personal data processed on a customer’s behalf is governed by the applicable Data Processing Addendum.

Your privacy rights and how we honor your rights

You have certain rights related to your personal information, subject to local data protection laws such as GDPR and CCPA. These rights may include:

Your right of access: You can access and review personal information associated with your account at any time by logging in, or by contacting us at Privacy@RealTheory.io.

Your right to be informed: You can request information about how we collect and use your personal information and why, the categories involved, the recipients, the source, our business purpose, and our retention periods.

Your right to rectification: You have a right to correct inaccurate personal information about you.

Your right to erasure: In certain circumstances, you may request deletion of personal data about you, subject to exceptions under applicable law.

Your right to restrict processing: In certain circumstances, you may request that we restrict how we process your personal data. Where we rely on your consent, you may withdraw that consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

Your right to object: Where processing is based on legitimate interests, you may have the right to object to that processing based on your particular circumstances. You may object to processing for direct marketing purposes at any time. If you are unsatisfied with our response, you may raise questions or complaints with your local data protection authority.

Your right to data portability: The right to request a copy of your personal data in electronic format and to transmit it for use in another party's service.

Automated decision-making: RealTheory does not make decisions about you based solely on automated processing, including profiling, that produce legal effects concerning you or similarly significantly affect you.

International transfers: RealTheory is established in the United States, and personal data we process as a controller may be transferred to and stored in the United States and in other countries where we or our service providers operate. Where such a transfer is subject to European, United Kingdom or Swiss data protection law, we rely on an appropriate transfer mechanism, including the European Commission’s standard contractual clauses for transfers subject to European data protection law, the UK International Data Transfer Addendum for transfers subject to United Kingdom law, and appropriate adaptations for transfers subject to Swiss law. You may request information about the applicable safeguards by contacting Privacy@RealTheory.io. Transfers of personal data we process on behalf of a customer are addressed in the Data Processing Addendum.

Legal bases for processing (EEA, United Kingdom and Switzerland)

If you are an individual in the European Economic Area (EEA), the United Kingdom or Switzerland, we collect and process information about you only where we have a legal basis under applicable data protection laws. We collect and use your information where: we need it to provide and operate the Services you register for, to provide support and personalized features, and to protect the safety and security of the Services; we have a legitimate interest such as product research and development and personalized marketing, and to protect our legal rights; where you have given consent for a specific purpose; or where we need to comply with a legal obligation. Where you have consented, you may withdraw consent at any time, without affecting processing already carried out.

Other important privacy information

Children's Privacy: Our Services are not designed for or marketed to people under the age of 16 ("minors"). We do not knowingly collect personal information from minors. If you believe we might have personal information from or about a minor, please contact us at Privacy@RealTheory.io.

Notice to End Users: Our products are intended for use by businesses and organizations. Where the Services are made available to you through an organization (e.g., your employer), that organization is the administrator and is responsible for the accounts and Service sites over which it has control. Please direct data privacy questions to your administrator, as your use of the Services is subject to that organization's policies.

Changes to our Privacy Policy: We may change this Privacy Policy from time to time. We will post any changes on this page and, if the changes are significant, provide more prominent notice. Prior versions are available on request. We encourage you to review this policy whenever you use the Services.

Have a great day! — RealTheory