1.1 Desk Manager respects the privacy of your data and your customers’ data and is committed to protecting the personal information provided and/or made available by you through the use of the Desk Manager Software (“Information”). Below are the principles, rules, and obligations that should guide the privacy practices related to the Desk Manager Software. By contracting a license to use the Desk Manager Software, you agree to accept and comply with the terms and conditions of this document.
1.2 By this instrument, you agree that Desk Manager will have access to certain Information. This document outlines how such Information will be accessed, stored, and used by Desk Manager. Desk Manager is committed to the privacy and protection of the Information in accordance with Brazilian law and this Privacy Policy.
1.3 All Information that may individually identify the Licensee, including any Information about their customers, will not be voluntarily disclosed by Desk Manager to any third parties, except as provided in this Privacy Policy.
2.1 The term “Desk Manager Software” refers to the platform owned by Desk Manager, licensed by Desk Manager for use by the Licensee in accordance with the Software License Agreement and Terms of Use, intended for the management and control of service requests and tickets.
2.2 Desk Manager may make corrections and improvements to the Desk Manager Software at any time, at its sole discretion, in which case the updated Desk Manager Software will automatically be subject to the terms of this Privacy Policy.
3.1 The Desk Manager Software automatically collects and stores Information voluntarily entered by the Licensee in the course of their activities through the use of the Desk Manager Software, for the proper functioning and operation of the Desk Manager Software. Additionally, if you are interested, you may request Desk Manager’s backup service to store all data and information from your Desk Manager Software license, in which case Desk Manager will be responsible for making a backup copy of the data and information contained in the Desk Manager Software used by the Licensee. You agree that without the collection and storage of such data, the functioning of the Desk Manager Software and the backup service would be impaired, and it would not be possible to produce results related to incident management, individuals involved in the processes, and services that characterize the Desk Manager Software, such as auto-categorization of tickets, escalation of incidents, among others. In this sense, the Desk Manager Software collects Information that is necessary for the performance of its functionalities and applications, as provided by you.
3.2 By using the Desk Manager Software, you will also be collecting and storing Information from your customers to perform your own activities. You acknowledge the ownership and sensitivity of such Information and agree to give it the same (or superior) treatment that you provide to your own Information. Additionally, you declare and warrant that you have written authorization from your customers to include their data in the Desk Manager Software.
3.3 The Desk Manager Software also stores access and connection Information, such as time, browser type, browser language, and Internet Protocol address during the use of the Desk Manager Software. If the Licensee requests in writing, information about the manner and habits of use of the Desk Manager Software may be collected to promote internal reports aimed at improving your experience with the Desk Manager Software.
3.4 The Information provided by you through the use of the Desk Manager Software will be stored on servers that allow remote access to information, via the internet, from any computer and from anywhere, through an access password.
3.5 All Information entered by you and collected by Desk Manager is stored on servers located in Brazil and/or abroad. By using the Desk Manager Software, you agree to the possible transfer of this Information abroad and acknowledge that the servers may not be owned by Desk Manager but belong to companies with which Desk Manager has entered into the strictest confidentiality agreements to prevent the unauthorized disclosure of any data or information to third parties.
4.1 When accessing the Desk Manager Software from a browser (Internet Explorer, Google Chrome, Mozilla Firefox, Safari, Opera, etc.), a cookie will be sent to the computer from which the Desk Manager Software was accessed. A cookie is a piece of data that identifies you as a user of the Desk Manager Software. If you configure your browser to refuse cookies, the Desk Manager Software may not function properly.
4.2 Beacons, on the other hand, aim to help manage and improve the Desk Manager Software when used from browsers. Access and/or connection information (Internet Protocol (IP), browser type and language, internet service provider, referring and exit pages, date/time, etc.) may be identified and collected by Desk Manager through this tool.
5.1 Some Information may be stored for the purpose of (i) analyzing the preferences and habits of the Licensee to improve and enhance the Desk Manager Software, as well as your experience related to its use; (ii) contacting you directly (or through partners) to communicate updates and necessary corrections to the Desk Manager Software; and/or (iii) classifying and grouping Information, as well as consolidating statistical data regarding the use of the Desk Manager Software, including defining the composition of Licensees and the volume of traffic on Desk Manager’s servers/platform.
5.2 Desk Manager does not disclose identifiable Information to third parties. However, Desk Manager may share identifiable Information with business partners, support, and assistance partners for security purposes, improving the experience and usability of the Desk Manager Software, among others.
5.3 Additionally, Desk Manager may provide stored Information (i) if requested by an order issued by a competent authority; (ii) in case of violation or suspected violation of this Privacy Policy, the Terms of Use of the Desk Manager Software, the Software License Agreement, or applicable law; or (iii) to protect the rights of Desk Manager or third parties. In any case, the disclosure of information will be limited to the minimum necessary to achieve these purposes.
5.4 Desk Manager may also transfer the Information to third parties in case of corporate operations, such as mergers, acquisitions, or sales of Desk Manager’s assets. If the processing of Information after such events is altered, Desk Manager or the involved third party must notify the Licensee in writing.
5.5 The use of the collected and/or stored Information requires data processing, which may be done by Desk Manager itself or by partners contracted for this purpose, in Brazil or abroad, who will also be subject to Privacy Policies. You expressly agree to the transfer of these data to Desk Manager’s partners.
5.6 Desk Manager employs security systems commonly adopted by the market to protect Information against unauthorized access, but it does not guarantee that the Information will not be accessed by unauthorized third parties.
5.7 The Licensee authorizes Desk Manager to mention their name for commercial promotion purposes of the Desk Manager Software.
6.1 You must keep your institutional Information updated, such as address, corporate name, contacts, among others. To do so, you should contact Desk Manager via phone at (+55 11) 2146-0000, email at servicedesk@deskmanager.comm.br, or through the customer service portal (“Customer Portal”) accessible via a link on the Desk Manager website (www.deskmanager.com.br).
6.2 If your Software License Agreement expires or is terminated, you agree that Desk Manager may keep some of your institutional Information in Desk Manager’s files to prevent fraud, resolve conflicts, problems, and comply with legal requirements, as permitted by applicable law.
6.3 DESK MANAGER DOES NOT GUARANTEE THAT IT WILL MAINTAIN THE RECORD OF ALL ACTIVITIES AND DATA COLLECTED FOR A MINIMUM PERIOD AFTER THE TERMINATION OF YOUR SOFTWARE LICENSE AGREEMENT, EXCEPT TO THE EXTENT THAT SUCH PROCEDURE IS PERMITTED OR REQUIRED BY LAW.
7.1 Desk Manager uses strict security standards for internet service authentication, ensuring the security of collected data through electronic management procedures, including EV SSL (“Extended Validation SSL”) certification. All data is stored in the cloud and controlled by limited access.
7.2 Despite the mechanisms for protecting stored Information, Desk Manager can only guarantee the security of the Information that the Licensee provides from a secure internet connection. Therefore, we advise you to take all necessary precautions to protect your data/Information and your customers’ data/Information whenever you are in an unfamiliar virtual environment.
7.3 THE USE AND PROTECTION OF ACCESS DATA/PASSWORD/LOGIN AND USE OF THE DESK MANAGER SOFTWARE ARE THE SOLE RESPONSIBILITY OF THE LICENSEE. THEREFORE, DESK MANAGER RECOMMENDS THAT YOU KEEP YOUR DATA/PASSWORDS/LOGIN IN A SAFE PLACE AND DO NOT PROVIDE THEM TO THIRD PARTIES. DESK MANAGER WILL NOT BE RESPONSIBLE FOR IMPROPER OR INADEQUATE USE OF THE DESK MANAGER SOFTWARE AND/OR FOR USE AND/OR DISCLOSURE OF DATA/INFORMATION BY THIRD PARTIES WHO HAVE ACCESSED IT WITH THE LICENSEE’S DATA/PASSWORD/LOGIN.
8.1 DESK MANAGER DOES NOT GUARANTEE THAT ITS DATA PROTECTION SYSTEMS ARE FREE OF ERRORS, FRAUD, OR ATTACKS AND, THEREFORE, CANNOT BE HELD RESPONSIBLE FOR ANY EVENTUAL FAILURES, FRAUD, OR ATTACKS ON SUCH SECURITY SYSTEMS.
8.2. BY USING THE DESK MANAGER SOFTWARE, THE LICENSEE WILL COLLECT, STORE, AND HANDLE INFORMATION FROM THIRD-PARTY CLIENTS. THE SOFTWARE LICENSE AGREEMENT MAY ALSO INCLUDE THE REMOTE ACCESS MODULE TO THIRD-PARTY/CLIENT HARDWARE – REMOTE CONTROL SERVICE (RCS). YOU EXPRESSLY AGREE THAT THIS TOOL CANNOT BE USED TO COLLECT AND/OR STORE DATA FROM THIRD PARTIES/CLIENTS UNLESS EXPRESSLY AUTHORIZED IN WRITING BY THE OWNER OF THE INFORMATION.
THE LICENSEE AGREES TO HOLD DESK MANAGER HARMLESS FROM ANY CLAIMS BY THIRD PARTIES, INCLUDING THEIR CLIENTS, ARISING FROM IMPROPER USE OR UNAUTHORIZED DISCLOSURE OF SUCH THIRD-PARTY INFORMATION BY THE LICENSEE, THEIR PARTNERS, MANAGERS, DIRECTORS, EMPLOYEES, CONTRACTORS, AND ANY REPRESENTATIVES, EXCEPT WHERE DESK MANAGER’S FAULT IS PROVEN. THE LICENSEE FURTHER AGREES TO INDEMNIFY DESK MANAGER FOR ANY DAMAGE/LOSS IN THIS REGARD, INCLUDING EXPENSES, CHARGES, AND LEGAL FEES.
9.1 Desk Manager may change this Privacy Policy at any time, at its sole discretion. Each time there is a change, you will be informed by email to remain informed about the treatment given to the Information and the Privacy Policy as a whole. If you disagree with any changes to this Privacy Policy, you should inform Desk Manager via email at servicedesk@deskmanager.comm.br and/or terminate the Desk Manager Software License Agreement.
10.1 The provisions of the Desk Manager Software Terms of Use apply subsidiarily to this Privacy Policy.
Desk Manager has two applications in the Google Play Store.
The application for Operators can be accessed via the URL: https://play.google.com/store/apps/details?id=ms.deskmanager.operador.
This application uses 3 device permissions at different times:
Notification, used to alert about tickets.
Location can be requested in 2 ways.
a. When the Operator has Permission to Use the Service Map, in this case, upon logging in, a Pop-Up is displayed to Confirm sharing in the Background, that is, even with the application closed (but with a fixed notification), the location is sent to the Service Map team every 5 minutes.
b. When the Operator punches the clock, and in this case, the location is used only at that moment.
QR Code, in the CMDB menu -> IC List to scan the QR Code generated by Desk Manager.
The application for Requesters can be accessed via the URL: https://play.google.com/store/apps/details?id=ms.deskmanager.cliente.
This application does not have special permissions for operation.
If you have any questions or concerns about the collection, use, storage, or disclosure of Information provided by you, please contact Desk Manager via phone at (+55 11) 2146-0000, email at servicedesk@deskmanager.comm.br, or through the customer service portal (“Customer Portal”) accessible via a link on the Desk Manager website (www.deskmanager.com.br).
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