Privacy Policy

1. Introduction

Welcome to iSocial Track, the social media monitoring and analytics platform for businesses. This Privacy Policy explains how iSocial Track ("we," "our," or "us") collects, uses, protects, and processes your personal information when you use our platform and services.

iSocial Track provides social listening solutions that help businesses monitor brand mentions, analyze customer sentiment, track competitors, and gain actionable insights from social media conversations. We are committed to protecting your privacy and maintaining the security of your data.

2. Information We Collect

2.1 Account and Registration Information

When you create an iSocial Track account, we collect:

• Full name, email address, and professional contact information
• Company or organization name and industry
• Job title, role, and department
• Password and authentication credentials (encrypted)
• Billing and payment information (processed securely by third-party providers)
• Account preferences and notification settings

2.2 Social Media Monitoring Data

When you use our platform to monitor social media, we process:

• Keywords, hashtags, and brand names you configure for monitoring
• Publicly available social media posts, comments, and mentions
• User profiles, engagement metrics, and sentiment data from public sources
• Custom reports, dashboards, and saved search configurations
• Team collaboration data and shared workspaces
• Competitor tracking lists and market analysis data

2.3 Usage and Analytics Data

We automatically collect technical and behavioral information:

• Platform usage patterns and feature interactions
• Social media data collection metrics and API usage
• Report generation and export activity
• Alert triggers and notification delivery
• Device information, browser type, operating system, and IP address
• Error logs, crash reports, and diagnostic data
• Session duration and navigation patterns

2.4 Communication Data

• Customer support inquiries and correspondence
• Feedback, surveys, and product improvement suggestions
• Marketing communication preferences
• Event registrations and webinar participation

3. How We Use Your Information

3.1 Service Provision and Operation

• Monitor and collect publicly available social media data based on your configurations
• Perform sentiment analysis and trend detection
• Generate reports, dashboards, and actionable insights
• Deliver real-time alerts for brand mentions and crisis detection
• Enable team collaboration and data sharing within your workspace
• Provide customer support and technical assistance

3.2 AI and Analytics Improvement

• Train and enhance our sentiment analysis models
• Improve topic classification and entity recognition
• Develop language-specific NLP capabilities
• Optimize data collection and processing efficiency
• Enhance trend detection and predictive analytics

Important: Your specific brand monitoring data is isolated and never used to train models accessible to other customers. Only aggregated, anonymized insights contribute to platform-wide improvements.

3.3 Platform Enhancement and Innovation

• Analyze usage patterns to improve user experience and interface design
• Develop new features, integrations, and analytics capabilities
• Conduct A/B testing for feature optimization
• Detect and prevent fraud, abuse, and security threats
• Ensure platform stability, performance, and reliability

3.4 Communication and Marketing

• Send transactional emails (account notifications, alerts, billing)
• Provide product updates, feature announcements, and educational content
• Deliver marketing communications (with your consent, and you can opt out anytime)
• Conduct customer satisfaction surveys and feedback collection

4. Information Sharing and Disclosure

We do not sell, rent, or trade your personal information. We may share information only in the following limited circumstances:

4.1 With Your Explicit Consent

We share information when you explicitly authorize it, such as when:

• Collaborating with team members on shared monitoring projects
• Integrating with third-party tools and services you connect
• Participating in case studies or testimonials

4.2 Service Providers and Infrastructure Partners

We engage trusted third-party providers who help operate our platform under strict confidentiality agreements:

• Cloud Infrastructure: AWS, Google Cloud for hosting and data storage
• AI/NLP Services: OpenAI, Google Cloud AI for sentiment analysis and language processing
• Analytics: Google Analytics, Mixpanel for usage analytics (anonymized data only)
• Payment Processing: Stripe, PayPal for secure payment transactions
• Customer Support: Zendesk, Intercom for help desk services
• Email Services: SendGrid, Mailchimp for transactional and marketing emails
• Social Media APIs: Facebook, Twitter, Instagram APIs for data collection

4.3 Legal Obligations and Protection

We may disclose information when required by law or to protect rights and safety:

• Comply with legal processes, court orders, or government requests
• Enforce our Terms of Service and investigate violations
• Detect, prevent, or address fraud, security, or technical issues
• Protect the rights, property, or safety of iSocial Track, our users, or the public

4.4 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity. We will notify you of any such change and provide options regarding your data.

5. Data Security

5.1 Data Isolation and Workspace Security

Your monitoring data and brand insights are logically isolated from other customers:

• Separate database schemas for each organization
• Workspace-level access controls and permissions
• Team collaboration limited to authorized members only
• API keys and credentials encrypted with unique keys per customer

5.2 Social Media Data Collection Security

Our approach to social media data collection:

• Only publicly available data collected through official APIs
• Compliance with each social platform's terms of service
• Secure storage and processing of collected social data
• Regular audits to ensure ethical data collection practices

5.3 Employee Access Controls

• Strict need-to-know access policies for iSocial Track employees
• All access to customer data logged and monitored
• Background checks and security training for all staff
• Confidentiality agreements and data handling protocols

6. Data Retention

We retain your information for as long as necessary to provide services and comply with legal obligations:

• Active Account Data: Retained while your account is active and for 90 days after account deletion to allow recovery
• Monitoring Configurations: Retained according to your subscription plan; deleted within 30 days of termination unless you request immediate deletion
• Collected Social Media Data: Retained per your data retention settings; you can delete anytime through the platform
• Backups: Automated backups retained for 90 days for disaster recovery
• Usage Analytics: Aggregated, anonymized analytics retained for up to 3 years for service improvement
• Billing Records: Financial records retained for 7 years to comply with tax and accounting regulations
• Support Communications: Customer support tickets retained for 3 years for quality assurance

Data Deletion: You can request complete deletion of your data at any time by contacting [email protected]. We will fulfill deletion requests within 30 days, except where retention is required by law.

7. Your Rights and Choices

7.1 Access and Control

You have comprehensive control over your personal information:

• Access: View all personal data we hold about you
• Update: Correct or update inaccurate information through account settings
• Export: Download your monitoring data, reports, and configurations
• Delete: Request deletion of your account and all associated data
• Restrict: Limit how we process your data in certain circumstances

7.2 GDPR Rights (EU/EEA Users)

If you're located in the European Union or European Economic Area, you have additional rights:

• Right to Portability: Receive your data in a structured, machine-readable format
• Right to Object: Object to processing based on legitimate interests or direct marketing
• Right to Restrict: Request limitation of processing in specific situations
• Right to Withdraw Consent: Withdraw consent for processing at any time
• Right to Lodge Complaints: File complaints with your local data protection authority

7.3 CCPA Rights (California Residents)

California residents have specific privacy rights under CCPA:

• Right to Know: Request disclosure of categories and specific pieces of personal information collected
• Right to Delete: Request deletion of personal information we've collected
• Right to Opt-Out: Opt out of sale of personal information (note: we don't sell personal data)
• Right to Non-Discrimination: Not receive discriminatory treatment for exercising CCPA rights

7.4 Marketing Communications

• Opt out of marketing emails using the unsubscribe link in any marketing email
• Update communication preferences in your account settings
• Note: You'll still receive transactional emails necessary for account operation

To Exercise Your Rights: Contact us at [email protected] or use the data management tools in your account settings. We'll respond to verified requests within 30 days.

8. International Data Transfers

iSocial Track operates globally and may transfer your data across international borders. We ensure adequate protection through:

8.1 Legal Mechanisms

• Standard Contractual Clauses (SCCs): EU Commission-approved clauses for transfers outside the EEA
• Adequacy Decisions: Transfers to countries with EU adequacy decisions
• Data Processing Agreements: Contracts with subprocessors ensuring GDPR compliance

8.2 Data Residency Options

Enterprise customers can choose data residency locations:

• United States (US East, US West)
• European Union (Frankfurt, Ireland)
• Asia Pacific (Singapore, Tokyo)

8.3 Safeguards for US Transfers

For transfers to the United States, we implement additional safeguards:

• Compliance with EU-US Data Privacy Framework principles
• Additional contractual protections beyond SCCs
• Technical measures like encryption and access controls
• Regular assessments of US surveillance law impact

9. Children's Privacy

iSocial Track is designed for business use and is not intended for children under 16 years of age. We do not knowingly collect personal information from children under 16.

If we become aware that we have collected personal information from a child under 16, we will take immediate steps to delete such information from our systems.

If you believe we have collected information from a child under 16, please contact us immediately at [email protected].

10. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices, technology, legal requirements, or business operations.

10.1 Notification of Changes

When we make material changes, we will:

• Email registered users at least 30 days before changes take effect
• Display prominent notifications in the platform interface
• Update the "Last Updated" date at the top of this policy
• Provide a summary of key changes when significant updates occur
• For material changes affecting rights, obtain renewed consent where required by law

10.2 Version History

Previous versions of this Privacy Policy are available upon request. Contact [email protected] to access historical versions.

10.3 Continued Use

Your continued use of iSocial Track after changes become effective constitutes acceptance of the updated Privacy Policy. If you disagree with changes, you may close your account before the effective date.