Welcome to the land of legal eagles.* The information provided here is for Zendesk subscribers and suppliers who have questions about our terms, policies, intellectual property, and compliance.
*No eagles or lawyers were harmed in the making of this web page
Effective as of June 1, 2018, Zendesk, Inc., (“Zendesk”) and its subsidiaries, (collectively, the “Zendesk Group” or “we” or “us” or “our”) have updated our Privacy Policy (“Policy”). For a prior version of our Privacy Policy, click here.
1. はじめに
This Policy details our commitment to protecting the privacy of individuals who visit our Websites (defined below) (“Website Visitors”), who register to use the products and services which we market for subscription (available at www.zendesk.com (the “Service(s)”, or who attend or register to attend sponsored events or other events at which the Zendesk Group participates (“Attendees”). For the purposes of this Policy, the term, “Websites”, shall refer collectively to www.zendesk.com as well as the other websites that the Zendesk Group operates and that link to this Policy.
2.本ポリシーの適用範囲
When this Policy applies:
本ポリシーにリンクしているウェブサイトに加えて、本ポリシーは以下のものに適用されます。
When this Policy does not apply – Third party websites:
Our Websites may contain links to other websites. The information practices and the content of such other websites are governed by the privacy statements of such other websites. We encourage you to review the privacy statements of any such other websites to understand their information practices.
When this Policy does not apply – Service Data:
With the exception of Account Information (as defined below) and other information we collect in connection with your registration or authentication into our Services, this Policy does not apply to our security and privacy practices in connection with your access to and use of the products and services which we market for subscription on our Websites (our “Services“). These security and privacy practices, including how we protect, collect, and use electronic data, text, messages, communications or other materials submitted to and stored within the Services by You (“Service Data”), are detailed in and governed by our Master Subscription Agreement, available here, or such other applicable agreement between you and any member of the Zendesk Group relating to Your access to and Your use of such Services (collectively referred to as the “Service Agreement”).
当社サービスの利用者は、当社のクライアントと取引のあるお客様（「データ対象者」とも称する）が当社のサービスの使用して取引をする際には、その個人情報の収集に関しては、適用されるすべての法律および規制、ならびにプライバシーポリシー、契約またはその他のすべての義務を遵守し、ポリシーを遵守する責任を負います。ご自身が、当社のサービスを使用している当社のクライアントと取引のあるお客様であれば、当該クライアントに連絡して、お客様の個人情報に関する要望や質問に応えてもらうようにしてください。
当社はクライアントの指示に従って情報を収集するだけであり、クライアントの当社のサービスの利用に関連して当社が処理する個人情報を有する個人と直接の関係はありません。ご自身が当社のクライアントのいずれかのお客様であり（当社のクライアントの一つのお客様である場合など）、ご自身の連絡先を変更したい場合や当社サービスを利用する当該クライアントからの連絡をこれ以上受け取りたくない場合は、当該クライアントに直接ご連絡ください。
3.お客様から当社にご提供いただく情報
アカウントおよび登録情報：
We ask for and may collect personal information about you such as your name, address, phone number, email address, instant messaging ID, and credit card information, as well as certain related information like your company name and website name, when you register for an account to access or utilize one or more of our Services (an “Account”). We also ask for and collect personal information such as an email address and a name or alias from any individual that you authorize to log into and utilize our Services in connection with Your Account.
無料トライアルのアカウントにサインアップする場合は、当社サービスへの有料加入を続けると決定しない限りおよびそうするまで、お客様のクレジットカード情報を入力する必要はありません。第三者の仲介業者を利用して、クレジットカード処理を管理します。当社の代わりにクレジットカード処理を行う以外の目的で、この仲介業者がお客様の請求情報を保管、保持または使用することは認められません。
We refer to any information described above as “Account Information” for the purposes of this Policy. By voluntarily providing us with Account Information, you represent that you are the owner of such personal information or otherwise have the requisite consent to provide it to us.
その他の送信情報：
We ask for and may collect personal information from you when you submit web forms on our Websites or as you use interactive features of the Websites, including: participation in surveys, contests, promotions, sweepstakes, requesting customer support, or otherwise communicating with us.
参加者情報：
お客様がスポンサーイベントやZendesk Groupのメンバーが参加する他のイベントに登録または参加する際には、氏名、住所、電話番号、Eメールアドレスなどの個人情報をお尋ねして、情報収集する場合があります。
モバイルアプリ：
お客様が本サービスをダウンロードして使用する際、当社は、使用されるデバイスの種類およびオペレーティングシステムのバージョンに関する情報を自動的に収集します。
4.当社がそのウェブサイト上でお客様から収集する情報
クッキーおよびその他の追跡技術：
We and our authorized partners may use cookies and other information gathering technologies for a variety of purposes. These technologies may provide us with personal information, information about devices and networks you utilize to access our Websites, and other information regarding your interactions with our Websites. For detailed information about the use of cookies on the Websites, please read and review our Cookie Policy found here.
We partner with third parties to either display advertising on the Websites or to manage our advertising on other sites. Our third party partners may also use technologies such as cookies to gather information about your activities on our Websites and other sites in order to suggest advertisements based upon your browsing activities and interests. If you wish to not have this information used for the purpose of serving you interest-based ads, you may opt-out by clicking here (or if located in the European Union you may opt into the use of cookies, by clicking here). Please note this does not opt you out of being served ads and you will continue to receive generic, untargeted ads.
ウェブビーコン、タグおよびスクリプトが、当社のウェブサイト、Eメールまたは当社からお客様に送信するその他の電子通信で使用されることがあります。これらは、クッキーを提供し、当社ウェブサイトへの訪問者数をカウントします。使用状況やキャンペーンの有効性を把握し、電子メールが開封され、処理されたかどうかを判断する際に役立ちます。当社は、個別的および累積的にその第三者サービスプロバイダーによるこれらの技術使用に基づいたレポートを受信することがあります。
We use Local Storage Objects (“LSOs”) such as HTML5 to store content information and preferences. Various browsers may offer their own management tools for removing HTML5 LSOs. Third parties with whom we partner to provide certain features on our Websites or to display advertising based upon your Web browsing activity use LSOs such as HTML5 and Flash to collect and store information. For further information on how to manage Flash LSOs please click here.
ログ：
As is true with most websites and services delivered over the Internet, we gather certain information and store it in log files when you interact with our Websites and Services. This information includes internet protocol (IP) addresses as well as browser type, internet service provider, URLs of referring/exit pages, operating system, date/time stamp, information you search for, locale and language preferences, identification numbers associated with your devices, your mobile carrier, and system configuration information. Occasionally, we connect personal information to information gathered in our log files as necessary to improve our Websites and Services. In such a case, we would treat the combined information in accordance with this Policy should be changed to As is true with most websites and services delivered over the Internet, We gather certain information and store it in log files when you interact with our Websites and Services. This information includes internet protocol (IP) addresses as well as browser type, internet service provider, URLs of referring/exit pages, operating system, date/time stamp, information you search for, locale and language preferences, identification numbers associated with your devices, your mobile carrier, and system configuration information. Occasionally, We connect personal information to information gathered in our log files as necessary to improve our Websites and Services. In such a case, We would treat the combined information in accordance with this Policy.
分析機能：
We collect analytics information when you use the Websites to help us improve them, including through the use of cookies. We may also share anonymous data about your actions on our Websites with third-party service providers of analytics services.
5.他の情報源から収集された情報
ソーシャルメディアウィジェット：
ウェブサイトには、Facebookの「いいね！」ボタン等のソーシャルメディア機能や、「これを共有」ボタンまたは当社ウェブサイトで実行されるインタラクティブなミニプログラム等のウィジェットなどがあります。これらの機能により、お客様がウェブサイト上でどのページを訪問しているのかといったお客様のインターネットプロトコルアドレスを収集し、機能が正しく動作できるようクッキーを設定する場合があります。ソーシャルメディア機能とウィジェットは、第三者がホストするかウェブサイトで直接ホストされるかのいずれかです。こうした機能とのやりとりには、その機能を提供する企業のプライバシーステートメントが適用されます。
第三者サービスからの情報：
We may also obtain other information, including personal information, from third parties and combine that with information we collect through our Websites. For example, we may have access to certain information from a third party social media or authentication service if you log into our Services through such a service or otherwise provide us with access to information from the service. Any access that we may have to such information from a third party social media or authentication service is in accordance with the authorization procedures determined by that service. If you authorize us to connect with a third party service, we will access and store your name, email address(es), current city, profile picture URL, and other personal information that the third party service makes available to us, and use and disclose it in accordance with this Policy. You should check your privacy settings on these third party services to understand and change the information sent to us through these services. For example, you can log in to the Services using single sign-in services such as Facebook Connect or an Open ID provider.
These single sign-on services will authenticate your identity, provide you with the option to share certain personal information (such as your name and email address) with us, and pre-populate our sign up form. Services like Facebook Connect give you the option to post information about your activities in the Services to your profile page to share with others within your network.
6.収集した情報の使用方法
一般的な使用法：
We may use the information we collect about you (including personal information, to the extent applicable) for a variety of purposes, including to (a) provide, operate, maintain, improve, and promote the Websites and the Services; (b) enable you to access and use the Websites and the Services; (c) process and complete transactions, and send you related information, including purchase confirmations and invoices; (d) send transactional messages, including responses to your comments, questions, and requests; provide customer service and support; and send you technical notices, updates, security alerts, and support and administrative messages; (e) send promotional communications, such as providing you with information about products and services, features, surveys, newsletters, offers, promotions, contests, and events; and provide other news or information about us and our partners (you can opt-out of receiving marketing communications from us by contacting us at privacy@zendesk.com or following the unsubscribe instructions included in our marketing communications); (f) process and deliver contest or sweepstakes entries and rewards; (g) monitor and analyze trends, usage, and activities in connection with the Websites and Services and for marketing or advertising purposes; (h) investigate and prevent fraudulent transactions, unauthorized access to the Websites and the Services, and other illegal activities; (i) personalize the Websites and Services, including by providing features or advertisements that match your interests and preferences; and (j) for other purposes for which we obtain your consent.
Legal basis for processing (EEA visitors only):
If you are a visitor from the European Economic Area, our legal basis for collecting and using the personal information described above will depend on the personal information concerned and the specific context in which we collect it.
However, we will normally collect personal information from you only where we need the personal information to perform a contract with you (e.g. to provide you with our Services), where the processing is in our legitimate interests and not overridden by your data protection interests or fundamental rights and freedoms, or where we have your consent. In some cases, we may also have a legal obligation to collect personal information from you.
If we ask you to provide personal information to comply with a legal requirement or to perform a contact with you, we will make this clear at the relevant time and advise you whether the provision of your personal information is mandatory or not (as well as of the possible consequences if you do not provide your personal information).
Similarly, if we collect and use your personal information in reliance on our legitimate interests (or those of any third party), we will make clear to you at the relevant time why we need to use your personal information. If we process personal information in reliance on your consent, you may withdraw your consent at any time.
If you have questions about or need further information concerning the legal basis on which we collect and use your personal information, please contact us using the contact details provided under the “Contact Us” section below.
7.収集情報の共有
第三者サービスプロバイダー：
当社は、ウェブサイトのホスティングおよびメンテナンス、アプリケーション開発、バックアップ、保存、支払処理、分析およびその他のサービスを提供するのに利用する第三者サービスプロバイダーと個人情報を含む情報を共有しています。こうした第三者サービスプロバイダーは、これらのサービスを当社に提供する目的で、お客様の個人情報を入手するまたは処理することがあります。当社は、第三者サービスプロバイダーが、マーケティング目的または当社に提供するサービスに関連するその他の目的で当社と共有する個人情報を使用するのを認めていません。
法令遵守および法執行要求; 当社の権利の保護：
特定の状況においては、当社は、国家安全保障や法執行などの要件充足を含め、公的機関からの法的な要請に応じて個人情報を開示する必要が生じることがあります。当社は、召喚令状、裁判所の命令や法的手続きに応じるため、法的権利を確立または行使するため、あるいは法的要求に備えるため、個人情報を開示することがあります。違法行為、詐欺の疑い、あらゆる者の身体的安全性が脅かされる可能性を伴う状況、当社のサービス提供契約の違反に関して調査、防止、または措置を講じるため当社が必要と考える場合、もしくは法律により義務付けられている場合にもそうした個人情報を共有することがあります。
お客様の体験談：
From time to time, we may post testimonials on the Websites that may contain personal information. We obtain Your consent to post Your name along with Your testimonial. If you wish to update or delete your testimonial, you can contact us at privacy@zendesk.com.
紹介：
If you choose to use our referral service to tell a friend about our products and services, we will ask you for your friend’s name and email address. You must only provide your friend’s name and email address if you have a reasonable belief they will not object to us contacting them. If you do, We will automatically send your friend an email inviting him or her to visit the Websites and will store this information for the purpose of sending this initial email, tracking the success of our referral program and other marketing activities. Your referral may contact us at privacy@zendesk.com to request that we remove his/her information from our database.
コミュニティフォーラム：
The Websites may offer publicly accessible blogs, community forums, comments sections, discussion forums, or other interactive features (“Interactive Areas“). You should be aware that any information that you post in an Interactive Area might be read, collected, and used by others who access it. To request removal of your personal information from an Interactive Area, contact us at privacy@zendesk.com. In some cases, we may not be able to remove your personal information, in which case we will let you know if we are unable to do so and why.
Zendesk Group内での共有：
We may share information, including personal information, with any member of the Zendesk Group, and they will use that information only for the purposes already described in this Policy.
お客様の同意を得た場合：
当社は、お客様の同意がある場合に第三者と個人情報を共有することもあります。
8. International Transfer of Personal Information
International transfers:
We store personal information about Website Visitors and Subscribers within the EEA, the United States and in other countries and territories. To facilitate our global operations, we may transfer and access such personal information from around the world, including from other countries in which the Zendesk Group has operations.
お客様がデータの収集と使用を規制する法律が適用されるEEAまたはその他の地域から当社ウェブサイトを訪問している場合、お客様の個人情報を当社が運営する米国およびその他の管轄区域に転送ずることに同意することになる点注意してください。個人情報を提供することにより、お客様は本ポリシーに従った転送および処理に同意したことになります。
Binding Corporate Rules:
We have adopted Binding Corporate Rules that have been authorised by the EU data protection authorities, and which enable us to transfer personal information lawfully from EEA member states to other Zendesk group companies around the world. More information on (including a copy of) our Binding Corporate Rules is available here, and evidence of our Binding Corporate Rules approval is available on the European Commission’s website here.
プライバシー保護フレームワーク：
Zendesk abides by and has certified adherence to the principles of the EU-U.S. and Swiss-U.S. Privacy Shield frameworks as set forth by the U.S. Department of Commerce. For more information on the Privacy Shield frameworks, and to view the scope of Zendesk’s certification, please visit https://www.privacyshield.gov/. If you have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact our U.S.-based third party dispute resolution provider (free of charge) at https://feedback-form.truste.com/watchdog/request. For residual Privacy Shield disputes that cannot be resolved by the methods above, you may be able to invoke a binding arbitration process under certain conditions. To find out more about the Privacy Shield’s binding arbitration scheme, please see: https://www.privacyshield.gov/article?id=ANNEX-I-introduction
The Federal Trade Commission has investigation and enforcement authority over our compliance with the Privacy Shield.
当社がプライバシー保護の下でお客様の個人情報を受け取り、それを第三者のサービスプロバイダーに転送して処理する際に、もしプライバシー保護の原則と矛盾した方法で当該の第三者サービスプロバイダーがお客様の個人情報を処理した場合、損害の原因となる事象について当社に責任がないことを当社が証明しない限り、当社は責任を負います。
9. Other important privacy information
Notice to End-Users
Our Services are intended for use by enterprises. Where our Services are made available to you through a Subscriber of ours, that enterprise is the data controller of your personal information. Your data privacy questions and request should initially be submitted to the Zendesk Subscriber in its capacity as your data controller. Zendesk is not responsible for our Subscribers’ privacy or security practices which may be different than this Policy.
Zendesk’s Subscribers are able to:
Data retention
Where Zendesk is the data controller of personal information (for example, personal information relating to Website Visitors, Attendees and individuals who register to use our Services), then we retain the personal information we collect where we have an ongoing legitimate business need to do so (for example, to provide you with our Services, to enable your participation in an event, and to comply with applicable legal, tax or accounting requirements).
When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymize it or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.
If your personal information is processed within a Subscriber’s Service Data, we will process the personal information for as long as we are instructed to do so by the relevant Subscriber that is the data controller of the Subscriber Service Data.
10. How to exercise your data protection rights
You have certain choices available to you when it comes to your personal information. Below is a summary of those choices, how to exercise them and any limitations.
Correcting, updating and removing your information:
An individual who seeks to exercise their data protection rights in respect of personal information stored or processed by us on behalf of a Subscriber of ours within the Subscriber’s Service Data (including to seek access to, or to correct, amend, delete, port or restrict processing of such personal information) should direct his/her query to our Subscriber (the data controller). Upon receipt of a request from one of our Subscribers for us to remove the personal information, we will respond to their request within thirty (30) days. We will retain personal information that we process and store on behalf of our Subscribers for as long as needed to provide the Services to our Subscribers.
Accessing and updating or deleting your information:
Our Services and related documentation on our EU Data Protection site give agent and end-users the ability to access, update and delete certain personal information from within the Service. For example, you can access your agent or end-user profile and make updates to your personal information. Please note, however, that we may need to retain certain information for record keeping purposes, to complete transactions or to comply with our legal obligations.
Deactivating your user profile:
If you no longer wish to use our Services, Zendesk’s Subscriber may be able to deactivate your end-user account. First, please contact Zendesk’s Subscriber with your request. If you are a Zendesk Subscriber and are unable to deactivate an end-user account through your administrator settings, please email support@zendesk.com. Please be aware that deactivating your account does not delete your information; your information remains visible to other Service users based on your past participation within the Services. For more information on how to delete your information, visit our our EU Data Protection site.
Request that we stop using your information:
You may request that your personal information no longer be accessed, stored, used and otherwise processed where you believe that a Zendesk Subscriber or we do not have the appropriate rights to do so. For example, if you believe a Services account was created for you without your permission or you are no longer an active user, you can request that we delete your account as provided in this Policy. Where you gave us consent to use your personal information for a limited purpose, you can contact us to withdraw that consent. You can also opt-out of our use of your personal information for marketing purposes by contacting us, as provided below. When you make such requests, we may need time to investigate and facilitate your request. Please note that an end-user of a Zendesk Subscriber should first contact Zendesk’s Subscriber with a request to stop access, storage, use of personal information. If there is delay or dispute as to whether we have the right to continue using your personal information, we will restrict any further use of your personal information until the request is honored or the dispute is resolved, provided the Zendesk Subscriber does not object (where applicable).
Opt-out of communications:
We offer those who provide personal contact information a means to choose how we use the information provided. You may manage your receipt of marketing and non-transactional communications by clicking on the “unsubscribe” link located on the bottom of our marketing emails or you may send a request to privacy@zendesk.com. You may opt-out of receiving promotional communications from us by using this unsubscribe link within each email. Even after you opt-out from receiving promotional messages from us, if you are an Agent, then you will continue to receive transactional messages from us regarding our Services. You can opt out of some notification messages in your account settings.
Other data protection rights:
If you wish to exercise any other data protection rights that are available to you under your local data protection laws (such as the right to data portability or to data restriction) then please send your request to privacy@zendesk.com and we will action your request in accordance with applicable data protection laws.
You have the right to complain to your local data protection authority if you are unhappy with our data protection practices. Contact details for data protection authorities in the European Economic Area are available here.
11.子供の個人情報
当社は、13歳未満の児童からは故意に個人情報を収集しません。お客様が13歳未満の場合には、当社のウェブサイトまたはサービスを通じて個人情報を送信しないでください。両親や法廷後見人には、子どものインターネット利用状況を監督し、その許可なく子供たちがウェブサイトやサービスを通じて個人情報を一切提供しないよう指導しつつ本ポリシーの履行を支援するよう奨励しています。13歳未満の児童がその個人情報をウェブサイトまたはサービスを通じて当社に提供したと信じる根拠がある場合には、当社privacy@zendesk.com宛ご連絡ください。その情報を削除するよう商業的に妥当な努力を払います。
12.事業取引
We may assign or transfer this Policy, as well as your account and related information and data, including any personal information, to any person or entity that acquires all or substantially all of our business, stock or assets, or with whom we merge. If we do, we will inform them of the requirement to handle your personal information in accordance with this Policy.
13.特定地域に対する補足利用規約
日本：
お客様が本サービスの加入者である場合、Zendesk Groupが本ポリシーに記載するようなお客様の顧客の個人情報をどのように使用するのかについて当社サービスを利用してその顧客に通知し、その個人情報を当社に開示するのにその顧客から事前の同意を得る責任をお客様が負うことに同意するものとします。
ブラジル：
本ポリシーに記載しているとおり、Zendesk Groupが収集、保管、使用および/または処理する個人情報は、ブラジル法律第12,965/2014号に従って収集、保存、使用および/または処理されます。当社のウェブサイトまたはサービスを使用または入手する個人は、本ポリシーに記載する目的で当社が個人情報を収集、使用、保管および処理することに明確に同意するものします。
オーストラリア：
Personal information collected, stored, used and/or processed by the Zendesk Group, as described in this Policy, is collected, stored, used and/or processed in compliance with the Australian Privacy Act 1988 (Commonwealth) and the Australia Privacy Principles as we further detail here.
お客様が当社の苦情処理に不満を持っている場合、または当社が提案した解決策に同意しない場合には、オーストラリア情報委員会（"OAIC"）にそのウェブサイトhttp://www.oaic.gov.auに記載されている方法を使用して連絡して苦情を申し立てることができます。代わりに、お客様は当社に苦情の詳細を直接OAICへ伝えるよう依頼することもできます。
ニュージーランド：
Personal information collected, stored, used and/or processed by the Zendesk Group, as described in this Policy, is collected, stored, used and/or processed in compliance with New Zealand’s Privacy Act 1993 and its 12 Information Privacy Principles (“NZ IPPs”) as we further detail here.
シンガポール：
Personal information collected, stored, used and/or processed by the Zendesk Group, as described in this Policy, is collected, stored, used and/or processed in compliance with the Zendesk Group’s obligations under the Personal Data Protection Act 2012 of Singapore (“PDPA”) as we further detail here.
カナダ：
個人情報（その用語は、カナダの個人情報保護及び電子文書に関する法律（「PIPEDA」）に定義されています）は、PIPEDAに基づくZendesk Groupの義務に従って、Zendesk Groupが収集、保存、使用および/または処理します。
14.本ポリシーの変更
This Policy may be updated from time to time to reflect changing legal, regulatory or operational requirements. We encourage you to periodically review this page for the latest information on our privacy practices.
If there are any material changes to this Policy, you will be notified by our posting of a prominent notice on the Websites prior to the change becoming effective. If we are required by law to do so, we will seek your consent prior to those material changes becoming effective.
If you do not accept any changes made to this Policy, please discontinue use of the Websites and the Services.
15. お問い合わせ
本ポリシーまたはZendesk Groupの個人情報保護方法に関する質問があれば、privacy@zendesk.com宛にEメールで連絡するか、下記担当者宛にご連絡ください。
Zendesk’s United States Representative:
Zendesk, Inc.
Attn: Hasani Caraway, Chief Privacy Officer
1019 Market Street
San Francisco, CA 94103, United States
privacy@zendesk.com
Zendesk’s European Representative:
Zendesk International Ltd
Attn: Rachel Tobin, Senior Corporate Counsel
1 Grand Parade Dublin 6 D06 R9X8 Ireland
privacy@zendesk.com
16.英語版による管理
本ポリシーの英語以外の翻訳は便宜のためにのみ提供されています。翻訳の間で曖昧さや矛盾が生じた場合は、英語版を信頼すべきであり、それに準ずることとします。