RightNow – On Demand CX Software

This privacy policy covers the following:

1.      What types of information we collect, where it is collected, and how this information is used

2.      How you can change or update your information

3.      Data shared with third parties

4.      Precautions taken to maintain data security

5.      Children and privacy

6.      Links to outside sites and resources

7.      Contacting RightNow about your privacy

8.      Notification of changes in this privacy policy

What types of information we collect and where it is collected

The information collected, both automatically and through forms completed by users, is used in a variety of ways. Use of this information is outlined by collection method or data source below.

Automatically Collected Information

The RightNow Technologies web site automatically collects information related to each visit to the site.

Cookies

Like many web sites, the RightNow Technologies web site uses cookies—small text files stored on your computer by your browser. Cookies are used on the RightNow Technologies web site so that its servers can recognize previous visitors and provide a more customized user experience. Accepting the cookies used on our site does not give us access to any personal information you have not previously provided to us.

Log Files and Click Path Tracking

The RightNow Technologies web servers record log files which track server requests and site traffic. RightNow Technologies also uses JavaScript tracking software on its web pages. This software tracks a variety of web site usage information.
RightNow Technologies uses this information to track down and correct any errors or problems with its web site and to improve the information and usability of the most popular areas of the site as well as to improve the usability of some less popular areas of the site. This information is also used to determine which terms or keywords users use on search engines to find the web site so we can improve site visibility. RightNow Technologies' web server log files and the click path tracking do not contain any personally identifiable information.

Information You Provide to Us

Some of the information available on the RightNow Technologies web site requires registration using personally identifiable information. You can use the vast majority of the RightNow Technologies web site without divulging any personally identifiable information to us, and, when personally identifiable information is required, you have the choice to provide this information or to restrict your usage of the RightNow Technologies web site to those sections that do not require this information.

Information or Contact Request Forms, Free Trial Registration, and Event or Training Registration

Requesting information from the RightNow site, or registering for events or software trials requires users to provide personally identifiable information such as name, email address, and phone number.
The information you provide to RightNow Technologies when requesting white papers, registering for events, or requesting that a RightNow Technologies representative contact you will be used to route your contact information to the correct representative. This allows that individual to provide you with requested information, process your event registration, and assist you further if necessary. In addition, the information you provide will be used for RightNow's system to generate your free trial site if you are requesting a free trial.
However, the information you provide will not be used to send further marketing information unless you specifically request further information on the form. Free trial requests will be followed with a series of messages to supplement your trial experience, unless you specifically opt-out of receiving these communications.

Customer Program Participation

Participation in RightNow Technologies customer programs requires participants to provide limited personally identifiable information such as name, email address and phone number.
Information provided to us by telephone or through forms on the RightNow Technologies web site to indicate your interest in participating in customer programs will be used to determine your continuing eligibility for those programs and to match you up with program participation opportunities. Information you provide as a participant in RightNow customer programs may be disclosed to third parties as outlined in the terms of the specific program in question. However, no information will be provided outside of the RightNow Technologies customer program managers without your prior consent.

Employment Application

When applying for employment with RightNow Technologies through its online application process at http://jobs.rightnowtech.com/ applicants are required to provide personally identifiable information including name and email address.
The information you provide to us as part of your application will be used to route your application and resume to the correct hiring manager and to contact the references you provide. Resumes and applications will be kept on file for a period of not less than three months and will be reviewed periodically by RightNow Technologies human resources (HR) staff members and hiring managers to determine your suitability for open positions. Resumes, applications, and contact information are periodically deleted from the HR system.

Customer Support

Access to the RightNow Technologies online customer support area at http://rightnow.custhelp.com/ requires users to provide personally identifiable information including name and email address.
The personally identifiable information you provide to RightNow Technologies when you submit a question to RightNow customer support staff is used to route your question to the support agent best able to provide you assistance and to associate your incident with your company and your incident history.

Pre-Sales Questions and Support and Investor FAQ

Though access to the RightNow Technologies pre-sales questions and support area at http://questions.custhelp.com/ and the RightNow Technologies Investor FAQ at http://questions-ir.custhelp.com/ are accessible to any site visitor, submitting a question or answer feedback requires that users provide personally identifiable information such as name or email address.
The information you provide to RightNow Technologies when you submit a question to the RightNow pre-sales questions and support area or to the RightNow investor FAQ area is used to assist us in providing you a quick and accurate response to your inquiry.

Email Alert, Email Notification, and Email Newsletter Registration

Registering to receive RightNow Technologies email newsletters or alerts requires that users provide personally identifiable information including name and email address.
The information you provide to RightNow Technologies when you subscribe to receive alerts, notifications or newsletters is used to insure delivery of the information you are requesting and may be used to provide content to your specified interests or needs.
Some mailing lists may be maintained by agents of RightNow Technologies. These agents are bound by this privacy policy in regard to those lists that they maintain on behalf of RightNow Technologies.

Credit Card Information

Credit card information is collected online for registration for some events. This information is collected by a third party service provider over a secure internet connection and is not stored on RightNow Technologies' networks or web servers.
Credit card information provided to RightNow Technologies through its web site, in conjunction with event registration, is used to process payment for those events.

Information Collected from Third Parties

RightNow Technologies collects information from third parties in the form of data completion information and third party or co-branded information.

Third party information collected for data completion is used to correct or complete data in RightNow Technologies' contact database on contacts who have visited its site in the past or who are interested in CRM products or services. This information is not used to send email marketing unless we had pre-existing approval from you to send you email marketing materials.

Forms on third party web sites are clearly marked indicating the information is being submitted to RightNow Technologies. This information is used as though it were submitted directly to RightNow Technologies as noted above.

How you can change or update your information

RightNow Technologies understands that you may not want to share your information with us, or that you may need to update or correct the information you provided previously. The information below explains what information you can change and how to change it.

Automatically Collected Information

Cookies

Cookies are not required to use the RightNow Technologies web site. Though most web browsers accept cookies by default, you can change your preferences in your web browser to at least notify you when a cookie is requested or set, and allow you to accept or reject cookies as they are set. Many browsers also have a setting which will reject all cookies without prompting you. Refer to your browser's help options for assistance with your browser settings if you decide to change your settings.

Log Files and Click Path Tracking

The information in RightNow Technologies' web site log files is collected automatically as part of the normal operation of a web server. The collection of this information can only be prevented by not visiting the site. However, these log files do not contain any personally identifiable information.
The JavaScript click path tracking used on the RightNow Technologies web site requires that JavaScript and cookies be enabled in your web browser. However, most web browsers will allow you to block cookies and to disable JavaScript. You may visit the RightNow Technologies web site without JavaScript enabled, however, this may produce some irregular behavior which may make some portions of the site, such as registration forms, more difficult to use.

Information You Provide to Us

Information or Contact Request Forms, Free Trial, Event or Training Registration

You can update or change the information you provide to us on these information request forms by re-visiting the form and updating the information you provided. When you submit the form, the information you provided will be replaced by the new information. Historical data may be maintained in an archive.

Customer Program Participation

When you are contacted by RightNow Technologies' customer program managers, you may request that they update your information in relation to the customer program. Some of this information may also be editable by you through an online form available in the customer program area of the RightNow Technologies web site.

Employment Application

You may update your personally identifiable information related to your application for employment by logging in to the "My Stuff" area of the Careers or Employment section of the RightNow Technologies web site. You may submit an updated or corrected resume to our HR department through the "Apply Online!" area of the Careers or Employment section of the RightNow Technologies web site.

Customer Support

Any personally identifiable information you have provided to RightNow customer support staff through our support site can be updated in the "My Stuff" area of the customer support section of its web site.

Pre-Sales Questions and Support and Investor FAQ

You may update the personally identifiable information you have provided to RightNow Technologies' pre-sales support staff or the RightNow investor support team through the the "My Stuff" area of the pre-sales support or investor FAQ section of the RightNow Technologies web site.

Email Alert, Email Notification, and Email Newsletter Registration

You may update your email preferences on the opt-in/opt-out page, through the links available at the end of any corporate mailing, through "Email Alerts" link on most pages of the RightNow Technologies web site, by sending an email message requesting to be unsubscribed to rm@rightnow.com, or, for RightNow Technologies customers, through the "My Stuff" area in its customer support site. The exception to this is the investor alerts provided by Shareholder.com on behalf of RightNow Technologies. You can opt out of these communications from the sign-up form in the Investor Relations section of the RightNow Technologies web site. More information on RightNow Technologies' email communications can be found in its email privacy policy.

Credit Card Information

Credit card information collected on the RightNow Technologies web site to process orders or registrations is used to process that order and then is no longer available to its staff or agents. This information is not stored on any RightNow Technologies server, and is not alterable once entered.

Data shared with third parties

At times, RightNow Technologies may utilize third parties to fulfill your request. In these cases, the third party will be bound by this privacy policy or a more restrictive non-disclosure agreement.

RightNow Technologies may also share information with third party data analysis firms to help it understand its contacts and better communicate with you. These third parties will be bound by this privacy policy or a more restrictive non-disclosure agreement.

Also, as required by law, RightNow Technologies may provide suppression lists to third party agencies who are sending mailings on its behalf.

RightNow Technologies may participate in co-branded marketing efforts with its established business partners. In these cases the information submitted to RightNow Technologies will be shared with the partner or partners associated with this event. Information submitted to these partners will be maintained by them under the terms of their privacy policy. All co-branded partner campaigns will be clearly marked and information on who your information will be shared with will be clearly indicated.

Except as noted in this privacy policy, RightNow Technologies does not share information with third parties other than for request fulfillment purposes or when we feel that information must be disclosed to court or law enforcement officials to protect the safety or security of RightNow Technologies or its users, customers, or site visitors.

Precautions taken to maintain data security

RightNow Technologies takes precautions to protect users' information. When users submit sensitive information via the web site, their information is protected both online and offline using standard security best practices such as firewalls, encryption (when requesting credit card information) and intrusion detection. Full backups are performed every week on the entire file system and incremental backups are done daily. Finally, all hosted servers are kept physically secure in world-class hosting data centers.

Children and privacy

RightNow Technologies does not market to children, and we do not knowingly collect information from children under the age of 13. The RightNow Technologies web site is designed for corporate users and business professionals.

Links to outside sites and resources

The RightNow Technologies web site contains links to other web sites an online resources. This privacy policy applies only to RightNow Technologies owned and operated web sites. Other sites linked to from this web site are covered by their own privacy policies which may differ from this privacy policy. We encourage users to be aware when they leave the RightNow Technologies site and to read the privacy policies of each and every web site that collects personally identifiable information. More information on linking to external sites can be found in our linking policy.

Contacting RightNow about your privacy

If you have any questions about this privacy statement, the practices of this site, or your dealings with this web site, you can contact us on privacy@rightnow.com.

Additional contact information is available on RightNow Technologies' Contact Us page linked from the top of most pages of this web site.

Notification of Changes in This Privacy Policy

Changes to this privacy policy will be posted to the RightNow Technologies web site. Though we will not change this policy in such a way to significantly reduce a user's expected level of privacy, we do encourage users to return to the privacy policy periodically to review the policy and to consider any changes.

Last revised 2/13/2007