Privacy Policy
BASICS
We at SurveySparrow Inc., along with our affiliates, subsidiaries and associated websites (collectively referred to as “SurveySparrow,” ”SparrowDesk”, “we,” “us,” or “our”), operate SparrowDesk, a customer service and helpdesk solution. This Privacy Policy specifically governs the collection, use, and protection of Personal Information in connection with SparrowDesk. As a product of SurveySparrow, SparrowDesk adheres to our commitment to privacy, transparency, and fair data processing practices. We ensure that any transfer of Personal Information is conducted securely and in compliance with applicable data protection laws.
INTRODUCTION
We recommend that you read this Privacy Policy in full to understand how we handle your Personal Information and ensure that you are informed of our privacy practices. We may, at our sole discretion update, alter or change this Privacy Policy to meet and reflect the changing legal, regulatory and operational requirements. While we notify you of any material change in this version of policy via email, we encourage you to review this page periodically to know the latest update on our privacy practices. If you do not wish to accept any of the changes updated in this policy please discontinue use of the Services and/or our website. Please note that your continued use of the Service(s) following any modification or change to this Privacy Policy constitutes your acceptance of the amendments to this Privacy Policy.
SCOPE OF THE PRIVACY POLICY
This Privacy Policy specifies the types of Personal Information SurveySparrow Inc., obtains through the sparrowdesk.com website, our product, and services offered by us, how we may use that Personal Information, with whom we may share it and how you may exercise your rights relating to our processing of that data. The Privacy Policy additionally describes the measures we take to secure your Personal Information and how you can contact us to learn more about our privacy practices. It covers instances when you contact us, browse our website, use our Services and products and interact with us otherwise. By accessing or browsing our website and using our Services, you confirm that you have read, understood and agree to this Privacy Policy in its entirety. If you do not agree with the practices described in this Privacy Policy, you should not use our website or Services.
Definition
Capitalized terms used in this Privacy Policy but not defined herein shall have the same meaning as defined in the Terms of Service. For the purposes of this Privacy Policy, following definitions and rules of interpretation shall apply:
“Personal Information” means any information that can be used to identify, locate, or contact an individual directly or indirectly which is obtained from or provided by you through the use of our website and/or Services.
"Customer" refers to any individual or entity that has entered into an agreement with SurveySparrow Inc. to use SparrowDesk for customer support and helpdesk services. A Customer may be a business, organization, or individual that subscribes to SparrowDesk to manage and resolve support requests from their End Users.
"End User" refers to any individual who interacts with SparrowDesk through a support request, ticket submission, live chat, or other communication channels enabled by a SparrowDesk User (such as a business, organization, or support agent). End Users may include customers, employees, or any other individuals seeking assistance from a business that uses SparrowDesk’s services.
"SparrowDesk User" refers to any individual authorized by a Customer to access and use SparrowDesk. This includes administrators, support agents, and other employees who manage support tickets, respond to End Users, and operate the helpdesk system on behalf of the Customer.
"Subscriber" refers to any individual or entity that has signed up for a SparrowDesk account, whether on a free trial or a paid subscription plan.
"Visitor" refers to any individual who accesses or interacts with SparrowDesk’s website, marketing pages, or other online resources without creating an account.
"Service" refers to the customer support and helpdesk solution provided by SparrowDesk, including but not limited to ticket management, live chat, knowledge base, automation features, analytics, integrations, and any related functionalities offered through the SparrowDesk platform. The Service also encompasses SparrowDesk’s website, support resources, and any associated tools or applications provided to Customers, Subscribers, SparrowDesk Users, and End Users.
Source of Collection of Information
We may collect, process, and use information about you when you:
- Register for SparrowDesk Services.
- Interact with SparrowDesk’s features, such as submitting or managing support tickets, using live chat, or accessing the knowledge base.
- Install and/or access SparrowDesk through our applications, including our web platform, mobile application, or browser extension.
- Connect to SparrowDesk Services through third-party integrations, such as CRM platforms, email providers, or social media accounts.
- Contact us for support, inquiries, or troubleshooting assistance.
- Respond to surveys, feedback forms, or polls sent by a SparrowDesk Customer (businesses using SparrowDesk for support services).
We collect certain information about you when you submit or provide it to us directly. Additionally, when you interact with SparrowDesk online—through our website, web platform, or mobile applications—we automatically collect information about you and your use of the Services using log processes, cookies, and other tracking technologies.
In some cases, we may also collect information from third parties, such as when you connect to SparrowDesk through a third-party integration, service provider, or business partner platform.
What Do We Collect From you
We collect different types of information from you depending on how you interact with SparrowDesk. This includes information you provide directly, data we collect automatically, and information obtained from third parties.
Information you Provide to Us
you may provide us with the following information when you register, use our Services, or interact with SparrowDesk:
- Account Information
When you register an account on sparrowdesk.com or voluntarily express an interest in obtaining information about us or otherwise contact us, we collect your Personal Information including name, phone number, email address, and certain other information reasonably necessary to help you create an account pursuant to our provision of Services.
If you create a SparrowDesk account or log into SparrowDesk using your Google credentials via single sign-on, we shall have access to your name, email and other information you have authorized in your Google profile settings. We collect this information to give you access to the Services and personalize our Services.
- Billing Information
When you make a payment on sparrowdesk.com in your preferred payment method, you’re required to provide billing details, such as name, billing address, and financial information (like credit card details).
Credit card processing is handled by an intermediary service provider, Stripe on our behalf who collects your credit card information to process your payment to us. We do not store any such information pertaining to your credit card. This third party intermediary shall not use or retain billing information for any purpose other than that is permitted for processing the payment and related legitimate interests. By providing such information you represent and warrant that you are the owner of such Personal Information or otherwise have requisite consent to provide it to us.
- Information Uploaded To The Platform
We collect and store the data submitted to SparrowDesk to provide our Services. This may include, but is not limited to:
- Support Tickets & Customer Queries – Messages, attachments, and other content submitted by you or your customers through the helpdesk.
- Knowledge Base Articles & Documentation – Any guides, FAQs, or reference materials uploaded to the platform.
- Customer and Agent Details – Information about your support team, customers, and their interactions with your business.
- Automation & Workflow Configurations – Settings and rules you define for automated responses, ticket routing, and integrations.
- Third-Party Integrations Data – Information synced from external tools like CRMs, email providers, and analytics platforms.
All such data will be handled in accordance with this Privacy Policy, ensuring the confidentiality, security, and proper use of the information provided through SparrowDesk.
Information We Collect Automatically
Usage Information and User Details
We may collect information about how you interact with SparrowDesk, including:
- Pages and Features Accessed – The specific pages, support tickets, or knowledge base articles you view.
- Time Spent on Features – The duration of time spent on different sections of SparrowDesk.
- User Interactions – Actions such as creating or responding to support tickets, initiating live chat, searching within the platform, and other interactions.
- Referral Information – We track how you landed on SparrowDesk, including referrals from partner websites, email links, or third-party platforms.
Device & Technical Information
When you interact with SparrowDesk, we automatically collect certain technical details, including:
- IP Address – Used for security monitoring and location-based settings.
- Location Data – Approximate location based on your IP address to optimize service delivery.
- Device Information – Such as device type (desktop, mobile, tablet), operating system, and screen resolution.
- Browser Details – Includes browser type, version, and other relevant technical data.
- Activity Logs – Records of login attempts, error messages, and system interactions for security and troubleshooting purposes.
Analytics & Tracking
We may use third-party analytics tools, such as Google Analytics, to gather insights into user behavior, demographics, and engagement trends within SparrowDesk. These tools help us understand how Users and End Users interact with our platform, allowing us to enhance functionality and improve user experience.
If you prefer, you can manage or restrict tracking by adjusting your browser settings or using opt-out features provided by analytics providers.
Referral Information
We collect information about how you arrived at SparrowDesk, including the website, link, or platform that referred you to our Services. For example, if you accessed SparrowDesk through a link on a partner website, social media platform, or an email campaign, we record details about the referral source.
This helps us understand where our Users and Customers are coming from, optimize our marketing efforts, and improve user experience.
- Other information
We collect information from you through testimonials, case studies, forms or information you intentionally share with us in other contexts.
Information We Collect from Third Parties
We may receive additional information about you from third-party sources:
Third-Party Integrations & Services
If you connect SparrowDesk with email providers, CRM tools, or social media accounts, we collect necessary data (e.g., contact lists, email metadata) as permitted by those platforms. By authorizing us to connect with a third party service, you authorize us to 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 to 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.
Business Partners & Referral Programs
If you sign up through a partner referral program, we may receive your registration details from that partner.
Publicly Available Information
In some cases, we collect business-related information from public sources to improve user verification and prevent fraud.
Processing of End User Information
If you are an End User, please note that your information is processed solely on behalf of the SparrowDesk Customer. This may include Personal Information, which We do not access or use for any purposes other than what is required to provide our Services to our Customers.
SparrowDesk serves as an intermediary platform that enables our Customers to manage support tickets, inquiries, and customer interactions. We only process the data provided by you to our Customers, and this processing is strictly limited to fulfilling our contractual obligations and delivering the Services to our Customers.
We are not responsible for the security and privacy practices of our Customers, as they may have separate policies that differ from those set forth in this Privacy Policy. you are encouraged to review the privacy policy of the SparrowDesk Customer (the company or organization you are interacting with) to understand how they handle your data.
We do not sell, misuse, or share your Personal Information with third-party advertisers or marketers. However, SparrowDesk Users may have different policies regarding data usage, and We advise you to check directly with them for more information.
Use of your Information
We may use the information we collect from you when you register for SparrowDesk, submit support tickets, interact with our Services, engage with marketing communications, browse our platform, or use any other features of SparrowDesk.
To the extent permitted by applicable law, we use your Personal Information that we collect or receive through our Services to fulfill our contractual obligations, provide our Services, and for other legitimate business interests, as detailed below:
- Process your registration with our Services in accordance with our legitimate interests to operate and administer our Service. This includes sending you emails, invoices, receipts, notices of delinquency, and alerting you if we need a different credit card number. We use third parties for secure credit card transaction processing, and those third parties collect billing information to process your orders and credit card payments.
- To communicate with you about your account and provide customer support to perform our contract with you for the use of the Service or where we have not entered into a contract with you, in reliance on our legitimate interests in administering and supporting our Service.
- To enforce compliance with our Standard Terms of Service and applicable law, and to protect the rights and safety of our Users in reliance on our legitimate interest to protect against misuse or abuse of our Service and to pursue remedies available. If you use our Services in any way to carry out the prohibited, unlawful and fraudulent activities and the contents in it are reported as abuse by anyone including Respondents we reserve the right to review your Content, suspend the Service(s) and block your account as deemed necessary.
- To personalize your experience and to allow us to deliver the type of content and product offerings you are most interested in;
- To improve our website or services in order to better serve you;
- To allow us to better service you in response to your customer service requests;
- To administer a contest, promotion, or other site feature;
- To quickly process your transactions;
- To ask for ratings and reviews of services or products;
- To follow up with them after correspondence (live chat, email or phone inquiries;
- To investigate, prevent unauthorized access to the Websites and the Services, and other prohibited activities for ensuring compliance with our Terms of Service, applicable laws;
- To carry out other legitimate business purposes, as well as other lawful purposes;
- To send updates about our products, features and services;
- To send email campaigns or any other mails related to our products, features and services;
- for other purposes for which we obtain your consent.
Who do we share your Personal Information with?
SparrowDesk will not share your Personal Information without your consent unless otherwise required by law. SparrowDesk as a Data Processor may process and disclose Personal Information to third party sub-processors for purposes consistent with the clauses mentioned in the DPA document. We may also share your Personal Information with third party service providers for the purpose of delivering improved and better Services to you.
We engage third party service providers to provide complimentary services to us and in connection with this, these third party service providers may have access to your information. For example, we may partner with other third party service providers to provide you customer support services, authentication services, process payments, administer our promotions etc. These Service Providers may have access to your information in facilitating and enhancing our Services to you and may only use it for such limited purposes. We do not permit our third-party service providers to use such information that we share with them for their marketing purposes or for any other purpose than in connection with the services they provide to us.
Disclosure for legal purposes: We may also share the information we collect, including Personal Information, to the extent permitted by applicable law, (i) in response to subpoenas or other legal processes or if, in our good faith opinion such disclosure is required or permitted by law without a specific disclosure; (ii) at the request of governmental authorities conducting an investigation; (iii) to enforce our terms and conditions or other policies applicable to our Services etc.
Legal Basis for Processing Personal Information
The legal basis for collecting and processing Personal Information will depend on the type of Personal Information that we collect and the specific context in which we collect it. We will collect, use and/or process your Personal Information only where such processing is in our legitimate interests, as permitted by law, and shall not be overridden by your data protection interests, rights and freedoms. Our legitimate interests are described in the Section under the heading “Use of your Information”.
If you have questions or need further information concerning the legal basis on which we collect and use your Personal Information, please contact us at [email protected]
- International Data Transfer
Currently we have our Data Center located in the United States (Virginia). SparrowDesk may transfer Personal Information to the United States and/or to other third countries where SparrowDesk, or its Sub-processors operate for purposes of offering the services. SparrowDesk will follow the requirements of GDPR regardless of where such Personal Information is stored or processed. We will take all steps reasonably necessary to ensure that your Information is treated securely and in accordance with this Policy. We will not transfer your Personal Information without your consent and ensure to have appropriate safeguards in place.
For more information, please refer to our DPA document, section International Transfer of Data.
Retention of Personal Information
SparrowDesk stores User data with reference to your Service account. This may include Personal Information, data that you upload to SparrowDesk and other details that you enter into the platform from time to time. We will retain your Personal Information as long as you have an account with us in order to maintain and expand our relationship with you and in order to have proof and evidence concerning our relationship with you. Please note that except as required by applicable law or our specific agreements with you, we shall not have any obligation to retain your data for any particular period. Upon termination or expiry of your account, not exceeding 30 (thirty) days from the date of such expiration or termination, we will delete all Personal Information including any copies thereof. In case, we are unable to delete your Personal Information due to technical or other reasons, SparrowDesk will apply measures to ensure that your Personal Information is blocked from any further processing until deletion is possible. This excludes the data that we are required to retain for legal and regulatory requirements.
Data Portability
Being the data owner, it is completely your call to decide on where & with whom your data must reside. you can use our standard data export functionality or API to export the data. In any event of this not working for you, We will help you to export your data.
Data Ownership And Control
Ownership of Data
As a User of SparrowDesk, you retain full ownership and control over the data you submit, store, or process within the platform. This includes, but is not limited to, customer support tickets, chat logs, attachments, responses, internal notes, and other content uploaded or generated through SparrowDesk.
SparrowDesk acts as a Data Processor and does not claim any ownership over your data. you, as the Data Controller, are responsible for ensuring that you have the necessary rights and permissions to process and store such data within our platform.
Access and Control
you have complete control over your data, including the ability to:
- View, edit, or delete data stored within SparrowDesk.
- Assign roles and permissions to Users managing support requests.
- Export and download data for backup or compliance purposes.
- Manage integrations and third-party access to your data.
Data Retention and Deletion
- you can delete specific records or request the permanent deletion of all data associated with your account.
- Upon account termination, SparrowDesk retains your data only as long as necessary to comply with legal obligations or as specified in our Data Processing Agreement (DPA) in accordance with our data retention policy as outlined above.
Security and Compliance
- SparrowDesk employs industry-standard security measures to safeguard your data from unauthorized access, loss, or misuse.
- We do not sell, share, or use your data for any purpose other than providing and improving SparrowDesk’s services.
- Data access is strictly controlled and limited to authorized personnel who require it for operational or support-related purposes.
For more details on data control rights and our obligations as a Data Processor, please refer to our Data Processing Agreement (DPA).
Data Protection Rights
This section outlines the rights available to SparrowDesk Users (Customers and their authorized users) and provides guidance for End Users (customers of SparrowDesk Users) on how they can exercise their rights.
Subject to certain exceptions and limitations under applicable data protection laws, you may be entitled to exercise the following rights regarding the personal data We process about you.
- Right to be informed of what Personal Information is being processed and the rationale for such processing.
- Right to access, update, edit and delete your information
- Right to restrict and object to processing of your information
- Depending on your subscription plan you have the right to export your data from SparrowDesk account in a variety of available formats.
- Right to complain to a data protection authority about our collection and use of your personal information.
- Right to complain to a data protection authority about our collection and use of your Personal Information. However, before referring to your local supervisory authority, please attempt to resolve the issues directly with us amicably.
Contact details for data protection authorities in the EEA and UK are available here and Switzerland are available here.
If you wish to exercise your rights under any applicable law, including the EU General Data Protection Regulation (GDPR) or the California Consumer Privacy Act (CCPA) please contact us by email at [email protected]. We will process your request in accordance with applicable data protection laws and may require identity verification for security purposes.
Note: Customers will be solely responsible to respond to requests raised by the End Users in exercise of their data protection rights.
If you are an End User whose data has been processed through SparrowDesk, you should directly contact the SparrowDesk Customer you interacted with, to exercise your applicable rights under your local laws, such as:
- Accessing, correcting, or deleting your data.
- Restricting or objecting to processing.
- Withdrawing consent for data processing etc.
SparrowDesk Customers are responsible for handling End User requests in accordance with applicable data protection laws. If you have any questions about how your data is processed, please reach out to the respective SparrowDesk User directly. If an End User contacts SparrowDesk regarding their data rights, We may redirect the request to the appropriate SparrowDesk User for further processing.
Our EU Representative:
Under Article 27 of the GDPR, we have appointed an EU Representative to act as our data protection agent. Our nominated EU Representative is :
Instant EU GDPR Representative Ltd
Adam Brogden
Tel + 353 15 549 700 /
EU Dublin Address
INSTANT EU GDPR REPRESENTATIVE LTD 69 Esker Woods Drive, Lucan Co. Dublin Ireland
Our UK Representative:
Under Article 27 of the GDPR, we have appointed a UK Representative to act as our data protection agent. Our nominated UK Representative is :
Instant UK GDPR Representative Ltd
Adam Brogden
Tel + 441 772 217 800
GDPR Local Ltd 1st Floor Front Suite 27-29 North Street, Brighton England BN1 1EB
Cookie Policy
Cookies are files with a small amount of data that are transferred to your browser by a web server, which in turn may be stored on your device that enables the web server or service provider’s systems to recognize your browser and capture and remember certain information. They are also used to help us understand your webpage preferences based on previous or current site activity which enables us to analyze how Our Services perform in your device and provide you with improved user experience and services. SparrowDesk also uses cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.
We use cookies to:
- Help remember and process the user's chosen plan.
- Understand and save user’s preferences for future visits.
- Compile aggregate data about site traffic and site interactions in order to offer better site experiences and tools in the future. We may also use trusted third-party services that track this information on our behalf.
Cookies, by themselves, cannot personally identify you. However, you may provide personal identification by creating an account with us, completing a web form, or engaging in similar activities on our platform. you have the option to disable some or all cookies by adjusting your browser settings or using third-party opt-out tools. Additionally, you can configure your browser to notify you whenever cookies are placed on your device.
If users disable cookies in their browser:
Please be aware that disabling cookies may impact the functionality of certain features on the Website, potentially causing them to operate less efficiently or cease functioning entirely.
Do Not Track Signals(DNT):
We do not support DNT. If you wish to prevent SparrowDesk from processing your data, you can enable the DNT signal in your browser settings. This will disable tracking whenever you visit our website.
Third-Party Websites
We do not sell, trade, or otherwise, transfer to outside parties your Personally Identifiable Information. This does not include website or service hosting partners and other parties who assist us in operating our website or services, conducting our business, or serving our users, so long as those parties agree to keep this information confidential. We may also release information when its release is appropriate to comply with the law, enforce our site policies, or protect ours or others’ rights, property or safety.
Third-party links
Occasionally, at our discretion, we may include or offer third-party products or services on our website. These third-party sites have separate and independent privacy policies. We, therefore, have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.
Google API Disclosure
SparrowDesk has introduced a feature that enables its users to link their Google accounts via OAuth with the SparrowDesk platform without any manual authentication using legacy methods. By integrating your Google account with your SparrowDesk Account, SurveySparrow can synchronize with your personal data on Google, access information you’ve made available, and view your email address. The connection will allow you to respond to your emails directly from our product and to delete them once they are fetched into our product. SurveySparrow’s handling of data obtained from Google APIs is in strict compliance with the Google API Services User Data Policy, including its Limited Use clause. Additionally, Workspace APIs will not be used to develop, improve, or train generalized AI and/or ML models.
Standard Contractual Clauses
Our commitment to data protection extends beyond mere compliance. We undertake to contractually commit to transfer and process all of our Users’ data in compliance with the new Standard Contractual Clauses adopted by the EU Commission on 4 June 2021, replacing the old SCCs that were adopted under the previous Data Protection Directive (Directive 95/46), which remains a valid data export mechanism and which automatically apply in accordance with our DPA.
COPPA (Children Online Privacy Protection Act)
When it comes to collection of personal information from children under the age of 13 years, the Children’s Online Privacy Protection Act (COPPA) puts parents in control. The Federal Trade Commission, United States’ consumer protection agency, enforces the COPPA Rule, which spells out what operators of websites and online services must do to protect children’s privacy and safety online.
Do we let third-parties, including ad networks or plug-ins, collect PII from children under 13?
Our Services and website are not intended to target children under 13 years of age(“Minor”). Neither do we specifically market and allow Minors to register with us nor knowingly collect Personal Information from Minors. If you have reasons to believe that a Minor has accessed our website and/or has registered with us to create an account, please contact [email protected]. We shall take reasonable efforts to terminate that account and delete the information.
We do not sell your Personal Information
The CCPA requires businesses to disclose whether they sell Personal Information. SparrowDesk does not sell your Personal Information. This means that we do not rent, disclose, release, transfer, make available or otherwise communicate that personal information to a third party for monetary or other valuable consideration.
Our Commitment to Data Privacy
SparrowDesk gives utmost importance to the data privacy of its customers. In compliance with the GDPR regulation, we hereby confirm upon the data privacy, security & transparency commitment, the company offers to all its customers.
We have an up-to-date Data Processing Agreement in place that elucidates our approach towards GDPR. We acknowledge that the GDPR will help us adopt the highest operational standards and will thereby facilitate protecting customer data in the best way possible.
Our Approach
It is pretty straightforward. We strive for Transparency, Privacy, and Security. We are the facilitators who make data processing and management simple for you. you control and own your data!
Personal Privacy
Personal Privacy of customers data is absolute at SparrowDesk. While we will process customer data, it is the customer on whom the power to edit, delete, retain or transfer any of such data, fully rests upon. you are entitled to exercise your data protection rights subject to your applicable data protection laws, to the extent we act as Processor and collect your Personal Information.
Transparency
Customers at any point in time can get in touch with us and conduct audits on their Personal Information . They can approach the Data Protection Officer (DPO) by sending an email to [email protected] and ask for any information pertaining to their account. If deemed necessary, customers can also verify their logs to confirm upon specific events related to their Personal Information.
Security
We promise to adopt utmost security standards so that your Personal Information does not get compromised at any point in time. We have tightened our IT infrastructure, data security platform & IT policies so as to offer our customers enhanced end-to-end security.
Amendments to Privacy Policy
We may, at our sole discretion, update, alter or change this Privacy Policy from time to time to meet and reflect the changing legal, regulatory and operational requirements. We will post the revised version on the website along with the effective date. In case there are any material changes in the way we collect/handle your information we will notify you about the policy changes via email. However, your continued use of our Services would imply your consent to the amendment of our Privacy Policy. In case you have opted-out of our email notifications you are recommended and liable to check this page on a periodic basis to know the changes. If you do not accept the terms of this Policy or any amendments made to it, you may choose to discontinue use of our website or Services.
Unsubscribe From Our Communications
If you want to unsubscribe from our marketing communications, you can do so by clicking on the “Unsubscribe” link provided at the bottom of the emails, updating your communication preferences, or by sending an email to [email protected]
Please note that Customers cannot unsubscribe from transactional emails which relate to their account or the Subscription Service.
Unsubscribe from Our Customers’ Communication
Our Customers are solely responsible for their marketing emails and any communications. Thus we cannot unsubscribe you from their communications. you can unsubscribe from our customers’ marketing communications either by using the “Unsubscribe” link provided at the end of the emails, or by directly contacting them.
How To Contact Us?
If you have any questions regarding our privacy policy, feel free to send us an email at [email protected]. We will revert to you within a maximum of 15 business days.