Your data, our responsibility.

Data Collected

Octopus ITSM collects the personal information you voluntarily provide when using our solution, browsing our website, or contacting our support team. Required data includes your name, email address, and organization. This information is necessary to create an account and access Octopus ITSM services.

Optional data includes your phone number, professional title, and communication preferences. These details help us personalize your experience and provide more effective support.Browsing data collected automatically. We also collect certain data automatically when you interact with our website: your IP address, browser type, pages visited, and time spent on the site. This information allows us to improve the performance, security, and reliability of our services. It is collected through standard technologies such as log files and tracking pixels, in accordance with our cookie policy.

Sensitive data, including but not limited to health information or biomedical data, is only collected if you voluntarily upload it to your instance of the Octopus solution. Octopus ITSM does not collect such data without your explicit consent and processes it in accordance with the strictest security measures, applicable regulations under Quebec's Law 25, Canadian federal privacy laws, and Europe's GDPR where applicable.

How We Use Your Data

Octopus ITSM uses your personal data to provide, maintain, and improve our services. We use your name and email address to manage your account, process your requests, and send you important communications about your service.

Your browsing data helps us understand how you use our solution and our website. This information allows us to optimize the user interface, resolve technical issues, and develop new features that respond to your needs.

With your consent, we use your email address to send you product updates, webinar invitations, and educational resources on ITSM and ESM best practices. You may unsubscribe from these communications at any time by clicking the unsubscribe link in our emails.

We never use your data for sale to third parties or for advertising purposes without your prior consent. Your information remains confidential and is accessed only by members of our team who need it to perform their duties.

Cookies

Octopus ITSM uses cookies to enhance your experience on our website. Essential cookies allow the site to function properly and maintain your session. Analytics cookies help us understand how visitors use our site without identifying individual users.

On your first visit, we ask for your consent to non-essential cookies. You can accept all cookies, decline optional cookies, or customize your preferences. Your choice is respected and can be modified at any time through your browser settings.

Sharing Data with Third Parties

Octopus ITSM only shares your personal data with third parties in the following circumstances.

We work with service providers who help us host our solution, send emails, and analyze site usage. These partners are bound by strict confidentiality agreements and use your data solely for the services they provide to us.

We may disclose your data if required by law — for example, in response to a valid legal request or to protect the rights, property, or safety of Octopus ITSM and its users. In the event of a merger, acquisition, or sale of assets, your data may be transferred as part of that transaction. If this occurs, we will notify you in advance.

User Rights

You have the right to access your personal data and to receive a copy of the information we hold about you. You may request the correction of inaccurate or incomplete data. You also have the right to request the deletion of your data, subject to certain legal or contractual obligations.

Under Quebec's Law 25 and Europe's GDPR, you have the right to object to the processing of your data for direct marketing purposes. You may also request the portability of your data — meaning the right to receive your information in a structured, commonly used, and machine-readable format that can be transferred to another provider.

To exercise any of these rights, please contact our privacy team at the address provided at the end of this policy. We will respond to your request within the timeframes prescribed by law.

Data Retention

Octopus ITSM retains your personal data for as long as necessary to provide our services and meet our legal obligations. Account data is retained for the duration of your subscription and for a reasonable period after termination, for compliance and archival purposes.

Browsing data and analytics cookies are generally retained for a period of thirteen months. Sensitive data, including health information, is retained in accordance with the legal requirements applicable to your industry.

If you request the deletion of your data, we will delete it within the timeframes prescribed by law, unless we are required to retain it for legal or contractual reasons.

Data Security

Octopus ITSM implements technical and organizational security measures to protect your data against unauthorized access, alteration, or destruction. We use SSL encryption to secure data transmissions, firewalls to protect our servers, and access controls to restrict who can view your information.

Our team follows strict security protocols and receives regular training on data protection. We conduct regular security audits and work with cybersecurity experts to identify and remediate vulnerabilities.

While we take security seriously, no system is entirely immune to risk. In the event of a data breach, we will notify you promptly and take the necessary steps to minimize any harm.

Updates to This Policy

Octopus ITSM may update this privacy policy from time to time to reflect changes in our practices, technology, or applicable law. We will notify you of any material changes by posting the updated policy on our site and by updating the "last modified" date at the top of this page.