Privacy Policy

We collect information you provide directly to us when you use our services, submit a contact form, or communicate with our team:

• Contact information: Name, email address, phone number, and company name.
• Account information: Username, password (hashed), and profile details.
• Communication data: Messages, support tickets, and any correspondence with us.
• Payment information: Billing address and payment method details — processed securely via Stripe and never stored on our servers.

We also collect certain information automatically when you access our website:

• Usage data: Pages visited, features used, time on site, and referral sources.
• Device information: IP address, browser type, operating system, and device identifiers.
• Cookies: See our Cookie Policy for full details.

We use the information we collect for the following purposes:

• Providing, operating, and improving our managed observability services
• Processing transactions and sending related information including purchase confirmations and invoices
• Responding to inquiries, support requests, and other communications
• Sending technical notices, updates, security alerts, and administrative messages
• Sending marketing communications (where you have opted in) about new services, features, and industry insights
• Monitoring and analyzing trends, usage, and activities to improve our services
• Detecting, preventing, and addressing technical issues and fraudulent transactions
• Complying with legal obligations

We do not sell your personal information. We may share your information in the following circumstances:

• Service providers: We share information with third-party vendors who perform services on our behalf (e.g., payment processing via Stripe, email delivery via SendGrid, analytics via Vercel Analytics).
• Business transfers: If we are involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction.
• Legal requirements: We may disclose information if required by law or in response to valid legal requests by public authorities.
• Protection of rights: We may disclose information where we believe it is necessary to protect the rights, property, or safety of our company, our customers, or others.

We retain your personal information for as long as necessary to provide our services and fulfill the purposes outlined in this policy, unless a longer retention period is required by law.

• Account data: Retained for the duration of your account plus 90 days after account deletion.
• Transaction records: Retained for 7 years for tax and accounting purposes.
• Communication records: Retained for 3 years from the date of the communication.
• Usage and analytics data: Retained in aggregated, anonymized form indefinitely.

Depending on your location, you may have the following rights regarding your personal information:

• Access: Request a copy of the personal information we hold about you.
• Correction: Request that we correct inaccurate or incomplete information.
• Deletion: Request that we delete your personal information, subject to certain exceptions.
• Portability: Request that we provide your information in a machine-readable format.
• Opt-out of marketing: Unsubscribe from marketing communications at any time by clicking the unsubscribe link in any email.

To exercise any of these rights, please contact us at privacy@observeops.com.

We take the security of your personal information seriously and implement appropriate technical and organizational measures to protect it against unauthorized access, alteration, disclosure, or destruction. These measures include:

• Encryption of data in transit using TLS 1.3
• Encryption of sensitive data at rest using AES-256
• Role-based access controls limiting employee access to personal data
• Regular security audits and penetration testing
• SOC 2 Type II compliance (report available on request)

However, no method of transmission over the internet or method of electronic storage is 100% secure. We cannot guarantee absolute security.

If you have questions about this Privacy Policy or our privacy practices, please contact us:

• Email: privacy@observeops.com
• Data Protection Officer: dpo@observeops.com
• Mailing address: ObserveOps Inc., 123 Tech Street, San Francisco, CA 94105

We will respond to all requests within 30 days.