Privacy Policy

Last updated: January 1, 2025

1. Introduction

Welcome to Userplane (“us”, “we”, or “our”) which operates the Userplane screen recording and customer support platform (hereinafter referred to as “Service”). Our Privacy Policy governs your use of Userplane, and explains how we collect, safeguard and disclose information that results from your use of our Service. We use your data to provide and improve our screen recording and customer support services. By using our Service, you agree to the collection and use of information in accordance with this policy.

This Policy applies to personal information that we collect, process, store, or otherwise handle in connection with providing screen recording, session replay, and customer issue debugging services.

2. Information We Collect

We collect several different types of information for various purposes to provide and improve our screen recording and customer support platform.

Personal Information

While using our Service, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you. This may include:

  • Email address
  • First name and last name
  • Company name and professional information
  • Account preferences and monitoring settings
  • Usage data and platform interactions

Screen Recording and Session Data

As part of our screen recording services, we collect and process information from user sessions, including:

  • Screen recordings and session replays
  • Console logs and error messages
  • Network requests and responses
  • User interactions and click events
  • Browser information and device data
  • Application state and user steps

Usage Data

We collect information about how you use our screen recording platform, including dashboard interactions, recording preferences, session management, and feature usage to improve our service.

Cookies and Tracking Technologies

We use cookies, web beacons, and other tracking technologies to collect information about your use of our Services for authentication, security, preference storage, and analytics purposes.

3. How We Use Your Data

Userplane uses the collected data for the following purposes:

Service Provision

  • To provide and maintain our screen recording platform
  • To deliver session replay and customer issue debugging services
  • To generate console logs, network data, and error trace analysis
  • To provide customer support and technical assistance

Platform Improvement

  • To analyze usage patterns and improve our Service
  • To develop new features and screen recording capabilities
  • To monitor service performance and detect technical issues
  • To enhance security and prevent fraud
  • To comply with applicable laws and regulations
  • To respond to legal processes and governmental requests
  • To protect our rights, property, and safety

We process your personal information based on the following legal grounds:

  • Contract Performance: To fulfill our service obligations and provide screen recording services
  • Legitimate Interests: For customer support, issue debugging, service improvement, and security
  • Legal Compliance: To comply with applicable laws and regulatory requirements
  • Consent: Where you have provided specific consent for certain processing activities

5. Data Sharing and Disclosure

We may share your information in the following circumstances:

Service Providers

We share data with trusted third-party service providers who assist us in operating our platform, including cloud infrastructure, analytics, and customer support services. These providers are contractually bound to protect your information.

Screen Recording Data

Information processed through our screen recording services may be shared with your team members and support staff to help resolve customer issues, subject to appropriate data processing agreements and legal frameworks.

We may disclose information to comply with legal obligations, court orders, or governmental requests, or to protect our rights and the safety of our users.

6. Data Security

The security of your data is important to us. We implement comprehensive technical, organizational, and administrative safeguards including:

  • Industry-standard encryption for data transmission and storage
  • Multi-factor authentication and access control mechanisms
  • Regular security audits and vulnerability assessments
  • Secure data backup and disaster recovery procedures
  • Employee training on data protection and security
  • Incident response and breach notification procedures

Security Disclaimer: While we implement robust security measures, no method of transmission over the internet is completely secure. We cannot guarantee absolute security of personal information.

7. Data Retention

We retain personal information for as long as necessary to fulfill the purposes for which it was collected, comply with legal obligations, resolve disputes, and enforce agreements. Specific retention periods include:

  • Account data is retained while your account remains active
  • Usage data is typically retained for analytical purposes for up to 3 years
  • Screen recording data is retained according to your subscription plan and retention settings
  • Legal compliance data is retained as required by applicable laws

8. International Data Transfers

Your information may be transferred to, processed, or stored in countries other than your country of residence. When we transfer data internationally, we implement appropriate safeguards such as Standard Contractual Clauses (SCCs) or other legally recognized transfer mechanisms to protect your information.

9. Your Privacy Rights

Depending on your location and applicable privacy laws, you may have the following rights regarding your personal data:

  • Access: Request confirmation of whether we process your data and obtain copies
  • Rectification: Request correction of inaccurate or incomplete information
  • Erasure: Request deletion of your personal information under certain circumstances
  • Restrict Processing: Request limitation of processing under certain conditions
  • Data Portability: Request transfer of your data in a structured format
  • Object: Object to processing based on legitimate interests or for direct marketing
  • Withdraw Consent: Withdraw consent where processing is based on consent

To exercise these rights, please contact us at [email protected]. We will respond to verified requests in accordance with applicable law.

10. Screen Recording and Customer Data

As part of our core business operations, we collect and process screen recordings and session data to provide customer support and debugging services. This includes processing information that may contain personal information of end users interacting with your application.

Such processing is conducted in accordance with applicable legal frameworks for customer support activities and is based on our legitimate interest in providing screen recording and debugging services to our customers.

11. Automated Decision Making

We may use automated processing techniques, including algorithmic analysis, to analyze error patterns, user behavior, and issue detection. This automated processing helps us provide comprehensive debugging and customer support services to our customers.

12. Children’s Privacy

Our Services are not directed to individuals under the age of 13. We do not knowingly collect personal information from children under 13. If you believe we have inadvertently collected information from a child, please contact us immediately so we can delete such information.

13. Changes to This Policy

We may update our Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will notify you of any material changes by posting the new Privacy Policy on this page and updating the “Last updated” date. For significant changes, we may provide additional notice through our Services or via email.

14. Contact Us

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

Privacy Team: [email protected]

Data Protection Officer: [email protected]

General Contact: [email protected]

We will respond to privacy inquiries and data subject rights requests in accordance with applicable legal requirements, typically within 30 days.