Privacy Policy

Through this Privacy Policy, KeepFlow L.L.C-FZ (below, “KeepFlow”, “we”, “our” or “us”) describes its handling of personal data across the movedesk.io site, the platform, connected integrations, support channels, promotional activity and every related service, and summarises the entitlements that individuals hold under whichever data-protection rules govern them.

1. Your entitlements and how to exercise them

Depending on the law that governs your situation and on the capacity in which we handle your data, you may be entitled to obtain a copy of the personal data we hold about you, to have inaccurate or incomplete records put right, to ask that records be erased, to demand that particular processing be restricted or objected to, to receive certain data in portable form and, wherever consent supplies the ground relied upon, to revoke that consent for the future. A complaint may additionally be lodged with the supervisory body competent for you.

Requests should be addressed to support@movedesk.io or made through the contact channels published on the Website. Before acting we may ask for whatever detail is reasonably needed to confirm who you are and to establish precisely what is sought. Where our involvement with the relevant data is confined to acting for a business customer as its processor, we may pass your request on to that customer, or support the customer in answering it, within the frame of the contract between us.

Exercising any of these entitlements will never cause us to treat you less favourably. At the same time, none of them is unconditional: statutory exceptions, technical constraints or duties compelling us to keep particular records may oblige us to decline part of a request.

2. Scope; controller and processor roles

This policy covers personal data gathered via the Website, demo enquiries, sign-up flows, contracting and invoicing activity, support exchanges and the day-to-day running of the Services, as well as data arising when you write to us, follow our updates, join webinars or events we host, or deal with us in any other business setting.

Context determines our role. For our own operations we decide the purposes and means of processing and therefore act as an independent controller; in other situations we act as a processor or service provider for our business customers. Where such a customer routes support dialogues, tickets, knowledge-base material, end-user messages or comparable operational records through the Services, it is normally that customer who determines why and in what manner such data is used; we then handle the data solely on the customer’s instructions and within the limits of our agreement with it.

An End User dealing with a business that relies on the Services should therefore raise questions concerning the substance of a support exchange with that business in the first instance; where fitting, we will help our customer respond.

3. The information we hold

The records concerned fall into several groups. Identification and contact details cover your name, employer, position, e-mail address, telephone number, postal particulars and comparable business coordinates. Account and profile material comprises usernames, sign-in identifiers, authentication metadata, assigned roles and permissions, organisation particulars and saved preferences. Invoicing and transaction records take in the billing address, subscription particulars, issued invoices, payment status, tax information and the limited payment-linked details passed to us by payment processors.

Device and technical records include the browser type and operating system, the IP address together with an approximate location derived from it, identifiers of the device and of the session, timestamps and diagnostic logs. Usage and measurement records capture pages opened, features exercised, clicks, navigation routes, connection settings, consumption volumes, event logs and aggregate statistics concerning the Services.

Correspondence and support records consist of messages you address to us, notes of calls, e-mail threads, feedback, survey answers, demo enquiries and support tickets. Customer Content and operational material means tickets, dialogues, prompts, instructions, knowledge sources, helpdesk metadata, attachments and whatever else is submitted to, or handled through, the Services. Marketing and preference records reflect your subscription selections, consent decisions and your engagement with what we send. Data gathered through cookies and kindred technologies is treated separately in our Cookie Policy.

4. Where the information originates

Part of it you hand to us yourself — on opening an account, booking a demo, subscribing, writing in, attending an event, filling in a form, wiring up an integration, uploading material or dealing with us in some other way. A further portion is captured automatically while the Website and Services are in use, by way of cookies, server logs, APIs, device signals and other telemetry or diagnostic mechanisms. Our customers and their authorised users supply data as well, for instance when colleagues are added to an account, data sources connected, team members invited, integrations configured or support raised. The remainder reaches us from outside parties such as payment processors, analytics vendors, cloud and infrastructure suppliers, communication tools, integration partners, resellers, identity providers and publicly accessible business sources.

5. Legal grounds and purposes of processing

No processing takes place without a footing recognised by the law that applies. That footing may, according to circumstances, be the performance of a contract, a statutory duty resting on us, our legitimate interest in running and developing the business, consent you have given, or another ground the applicable law admits.

Against those grounds we use personal data: to open and administer accounts, authenticate users, operate access controls and deliver the Services; to ingest, host, retrieve and analyse Customer Content, and to produce Outputs from it, in the course of running the Services for our customers; to take payments, manage subscriptions, raise invoices, keep books and records and defeat payment fraud; to watch performance, cure faults, uphold security, spot abuse, audit consumption and raise the functionality, quality and dependability of the Services; to give customers technical assistance, onboarding, training and account management; to write to you about your account, subscriptions, service developments, legal notices and changes to our policies; to send promotional material where the law allows and your preferences permit, and to gauge how such material performs; to meet legal duties, enforce our agreements, assert or resist legal claims, safeguard our rights and answer lawful demands of courts, regulators and public bodies; and to conduct corporate transactions, internal reporting, due diligence, financing and similar legitimate operations, lawfully and under suitable safeguards.

6. Recipients of personal data

Personal data is not sold by us in the usual sense of that word, and disclosure occurs only so far as the purposes above require it, always under fitting contractual and organisational protections. The categories of recipients are these: our affiliates and group entities, so far as delivery of the Services, corporate administration, compliance, finance or support makes that relevant; providers and subprocessors sustaining hosting, infrastructure, analytics, security, communications, customer assistance, payment handling, identity management, model inference and other operational functions; integration providers and outside services that you elect to connect, acting on your instruction; professional advisers — lawyers, accountants, insurers, auditors and financing counterparties — bound by confidentiality; state, regulatory, tax, law-enforcement and other public authorities where the law compels or allows it; and, in the setting of a corporate transaction, actual or prospective purchasers, investors, merger parties and other counterparties, under adequate confidentiality arrangements.

7. Storage abroad and transfer safeguards

Personal data may sit on systems located in the United Arab Emirates or in any other country where we or our suppliers carry on activity, and may accordingly cross borders into jurisdictions whose rules diverge from those of your country of residence.

Wherever the applicable law calls for it, suitable transfer instruments will be put in place — contractual protections, adequacy mechanisms or other tools the law recognises. In supplying data to us and drawing on the Services you accept that cross-border handling of the kind described here may take place.

8. Protection of personal data

Administrative, technical and organisational precautions of a reasonable standard are kept in force to shield personal data from unlawful or unauthorised access, loss, misuse, alteration or disclosure; among them may figure access controls, role-scoped permissions, logging, encryption in transit and — where fitting — at rest, vetting of suppliers, incident-response routines and internal confidentiality duties.

Even so, neither transmission across the internet nor any electronic storage system can be rendered entirely safe, and absolute security is not something we can promise. For your part, you should employ strong credentials, grant access sparingly, set permissions with care and keep your own protective controls in order while using the Services.

Should a breach touch personal data for which we answer, we will proceed as the applicable law and our contractual commitments direct, giving notifications wherever a legal duty to do so exists.

9. Storage periods

Records are held no longer than the purposes for which they were gathered reasonably demand — the running of the Services, the keeping of business books, compliance with statutory duties, resolution of disputes, enforcement of agreements, prevention of fraud and defence of rights, our own and those of others.

The exact span turns on the nature of the data, the plan concerned, technical and operational needs and any legal or contractual requirement. Once a record has outlived its purpose it is deleted, anonymised or placed in secure archive, consistently with the applicable law and our retention practice.

10. Promotional messages

Where the law permits, we may address to you product news, service announcements, invitations to events, offers and messages of similar character. Non-essential mailings of that kind can be declined at any moment through the unsubscribe link they carry or by writing to us.

Withdrawal from marketing leaves untouched the non-promotional messages we must still send — those administering your account, delivering the Services, answering support matters or discharging legal duties.

11. Cookies and comparable technologies

Together with outside partners we deploy cookies, local storage, pixels, SDKs and comparable techniques to keep the Website and Services running, recall preferences, compile analytics, refine functionality and, where relevant, sustain marketing activity. The kinds involved and the means of managing them are set out in the Cookie Policy.

12. Outside websites and connected tools

Links within the Website and Services may lead to outside sites, documentation stores, helpdesks, messaging channels, file-hosting providers and other tools. Their privacy, security and content practices lie beyond our responsibility, and we suggest reading the notices of any such party before dealing with it or switching on an integration.

13. Minors

The Services address a business audience and are not aimed at children, from whom we do not knowingly gather personal data contrary to law. Anyone who suspects that a child has passed personal data to us unlawfully is asked to alert us so that fitting steps can be taken.

14. Revisions to this policy

Legal, technical or commercial developments may lead us to revise this Privacy Policy from time to time. A materially changed version will be posted on the Website, with further notice given through the Services or by e-mail where that is fitting; the “effective date” shown above records when the version now in force took effect.

15. Reaching KeepFlow

Questions about this Privacy Policy or about our handling of personal data may be put to KeepFlow L.L.C-FZ at support@movedesk.io or by post to Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.