Privacy Policy

1. Introduction

Reachwell Software Services Pvt Ltd ("Reachwell," "we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website www.reachwell.net and use our enterprise software solutions.

By using our website and services, you consent to the collection and use of information in accordance with this policy.

2. Information We Collect

2.1 Personal Information

We may collect the following types of personal information:

• Contact Information: Name, job title, company name, email address, phone number
• Professional Information: Company size, industry, role, and other business-related details
• Communication Data: Messages, inquiries, and support requests
• Enquiry Form Data: Details you submit through our demo request and contact forms - including your solution of interest, enquiry type, message, and the page you submitted the form from
• Live Chat Data: Chat transcripts and any details you share with us through the live chat widget on our website
• Account Information: User credentials and preferences (when applicable)

2.2 Technical Information

We automatically collect certain technical information:

• Usage Data: Pages visited, time spent, click patterns, and navigation paths
• Device Information: IP address, browser type, operating system, and device identifiers
• Cookies and Tracking: Cookie data and similar tracking technologies

3. How We Use Your Information

We use your information for the following purposes:

• Service Provision: To provide and maintain our enterprise software solutions
• Communication: To respond to inquiries, provide support, and send relevant updates
• Marketing: To send information about our products, services, and promotional offers (with consent)
• Improvement: To analyze usage patterns and improve our website and services
• Legal Compliance: To comply with legal obligations and protect our rights
• Security: To monitor for fraudulent activity and ensure platform security

4. Third-Party Services We Use

We rely on a small number of third-party services to run our website, understand how it is used, and respond to your enquiries. Each of these providers processes data on our behalf and under their own privacy terms:

4.1 Google Tag Manager

We use Google Tag Manager to load and manage the analytics and tracking scripts on our website. Google Tag Manager itself does not collect personal information, but it controls which measurement tags are executed on each page.

4.2 Google Analytics

We use Google Analytics to understand how visitors find and use our website - including pages visited, time on page, referral source, approximate location derived from IP address, and device and browser type. This data is used in aggregate to improve our content and user experience.

Google may process this data on servers outside your country. You can opt out of Google Analytics measurement by installing the Google Analytics Opt-out Browser Add-on, or by blocking analytics cookies in your browser. Google's handling of this data is described in the Google Privacy Policy.

4.3 Zoho SalesIQ (Live Chat)

We use Zoho SalesIQ to provide the live chat and visitor support features on our website. When you use the chat widget, Zoho SalesIQ may process your chat messages, any name, email address, or phone number you choose to share, your IP address, the pages you viewed on our site, and your device and browser details. Chat transcripts are retained so that our team can follow up on your enquiry.

Zoho SalesIQ also sets its own cookies to recognise returning visitors and maintain chat sessions. Zoho's processing is governed by the Zoho Privacy Policy. If you do not wish to use live chat, simply do not open the chat widget.

4.4 Gmail SMTP (Form Submissions)

When you submit a demo request, contact form, or enquiry form on our website, the details you provide are delivered to our team by email using Gmail SMTP (Google Workspace). This means the contents of your submission - including your name, company, work email, phone number, and message - are transmitted through and stored on Google's mail servers, as well as in our own corporate mailboxes.

We use these details only to respond to your enquiry, arrange demonstrations, and provide the information you requested. Google's processing of email data is governed by the Google Privacy Policy.

5. Information Sharing and Disclosure

We do not sell, trade, or otherwise transfer your personal information to third parties except in the following circumstances:

• Service Providers: With trusted third-party service providers who assist in operating our website and services - currently Google (Google Tag Manager, Google Analytics, and Gmail SMTP for form submissions) and Zoho Corporation (Zoho SalesIQ live chat), as described in Section 4
• Business Transfers: In connection with mergers, acquisitions, or sales of business assets
• Legal Requirements: When required by law, court order, or government regulation
• Protection of Rights: To protect our rights, property, or safety, and that of our users or the public

6. Data Security

We implement appropriate technical and organizational measures to protect your personal information, including:

• Secure socket layer (SSL) encryption for data transmission
• Access controls and authentication mechanisms
• Regular security assessments and updates
• Employee training on data protection practices

However, no method of transmission over the internet is 100% secure, and we cannot guarantee absolute security.

7. Data Retention

We retain your personal information only as long as necessary for the purposes outlined in this policy, unless a longer retention period is required or permitted by law. Factors considered include:

• The nature and sensitivity of the information
• The purposes for which we collected the information
• Legal and regulatory requirements
• Business needs and operational requirements

Enquiry emails received through our forms and live chat transcripts from Zoho SalesIQ are retained for as long as needed to handle your enquiry and for our legitimate business records, after which they are deleted. Google Analytics data is retained according to the retention period configured in our Google Analytics property.

8. Your Rights

Depending on your location, you may have the following rights regarding your personal information:

• Access: Request access to your personal information
• Correction: Request correction of inaccurate information
• Deletion: Request deletion of your personal information
• Portability: Request transfer of your data to another service provider
• Objection: Object to processing of your personal information
• Restriction: Request restriction of processing

To exercise these rights, please contact us using the information provided below.

9. International Data Transfers

Your personal information may be transferred to and processed in countries other than your own. We ensure appropriate safeguards are in place for such transfers, including:

• Standard contractual clauses approved by relevant authorities
• Adequacy decisions where applicable
• Other legally recognized transfer mechanisms

10. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to enhance your experience on our website:

• Essential Cookies: Required for basic website functionality
• Analytics Cookies: Set by Google Analytics (deployed through Google Tag Manager) to help us understand how visitors use our website
• Live Chat Cookies: Set by Zoho SalesIQ to maintain your chat session and recognise returning visitors
• Marketing Cookies: Used to deliver relevant content where applicable

You can control cookie settings through your browser preferences. However, disabling certain cookies may affect website functionality - for example, blocking live chat cookies will prevent the chat widget from working correctly.

11. Children's Privacy

Our website and services are not intended for children under 18 years of age. We do not knowingly collect personal information from children. If we become aware that we have collected information from a child under 18, we will take steps to delete such information promptly.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or business operations. We will notify you of any material changes by:

• Posting the updated policy on our website
• Sending email notification for significant changes
• Displaying prominent notices on our website

Your continued use of our website and services after such changes constitutes acceptance of the updated policy.

13. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

14. Governing Law

This Privacy Policy is governed by and construed in accordance with the laws of India. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts in Bangalore, India.