Privacy Policy

1. Information We Collect

1.1 Information You Provide

We collect information that you voluntarily provide when using our services:

• Account Information: Name, email address, company name, job title
• Billing Information: Payment card details, billing address (processed through third-party payment processors)
• Profile Information: Optional profile photo, preferences, and settings
• Communications: Messages, feedback, and support requests you send to us

1.2 Customer Data

When you use Robot Ops to monitor your robotics applications, we collect and process:

• Telemetry Data: Performance metrics, system health data, and operational statistics from your ROS nodes
• Trace Data: Distributed traces showing message flow and timing between components
• Log Data: Application logs, error messages, and debugging information
• Configuration Data: System settings, alert rules, and monitoring configurations

Important: You retain full ownership of all Customer Data. We process this data solely to provide our services to you and will never use it to train AI models or for any other purpose without your explicit written consent.

1.3 Automatically Collected Information

When you access our services, we automatically collect:

• Usage Data: Pages viewed, features used, time spent, click patterns
• Device Information: Browser type, operating system, device identifiers
• Network Data: IP address, geographic location (city/country level), ISP
• Cookies and Tracking: Session cookies, preference cookies, analytics cookies

2. How We Use Your Information

We use the information we collect for the following purposes:

2.1 Service Provision

• Provide, maintain, and improve our monitoring and observability platform
• Process and display your robotics telemetry, traces, and logs
• Generate alerts and notifications based on your configured rules
• Enable collaboration features with your team members

2.2 Account Management

• Create and manage your account
• Process payments and maintain billing records
• Authenticate users and prevent unauthorized access
• Provide customer support and respond to inquiries

2.3 Service Improvement

• Analyze usage patterns to improve features and user experience
• Develop new features and services based on user needs
• Monitor system performance and identify technical issues
• Conduct research to enhance our platform capabilities

2.4 Communications

• Send service-related notifications and updates
• Deliver security alerts and system status notifications
• Provide technical support and respond to requests
• Send marketing communications (with your consent; you may opt-out)

2.5 Legal and Security

• Comply with legal obligations and enforce our Terms of Service
• Detect, prevent, and address fraud and security issues
• Protect our rights, property, and safety

3. Data Sharing and Disclosure

We do not sell, rent, or trade your personal information or Customer Data to third parties for their marketing purposes.

We may share your information only in the following limited circumstances:

3.1 Service Providers

We engage trusted third-party service providers to support our operations:

• Cloud Hosting: AWS, Google Cloud, or Azure for infrastructure
• Payment Processing: Stripe or similar for payment transactions
• Analytics: Google Analytics, Mixpanel for usage analytics
• Customer Support: Zendesk or Intercom for support ticketing
• Email Services: SendGrid or similar for transactional emails

All service providers are contractually bound to protect your data and may only use it to provide services on our behalf.

3.2 Legal Requirements

We may disclose your information if required by law or in response to:

• Valid legal requests (subpoenas, court orders, government demands)
• Protection of our legal rights or defense against claims
• Prevention of fraud, security threats, or illegal activities
• Protection of safety and rights of our users or the public

3.3 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 you with choices regarding your data.

3.4 With Your Consent

We may share your information for other purposes with your explicit consent.

4. AI and Machine Learning

We do not use your Customer Data to train artificial intelligence or machine learning models without your explicit written consent. This includes but is not limited to: telemetry data, traces, logs, error messages, and any other data you submit to our platform.

If we develop AI-powered features in the future that would benefit from training on customer data, we will:

• Provide clear notice and detailed explanation of the intended use
• Request your explicit opt-in consent
• Allow you to opt-out at any time
• Provide options for anonymization and data minimization
• Give you control over what data is used and how

We may use aggregated, anonymized, non-personally identifiable data to improve our algorithms and services, but such data cannot be used to identify you or your organization.

5. Data Security

We implement comprehensive security measures to protect your information:

5.1 Technical Safeguards

• Encryption: TLS 1.3 for data in transit, AES-256 for data at rest
• Authentication: Multi-factor authentication (MFA) support
• Access Controls: Role-based access control (RBAC) and principle of least privilege
• Network Security: Firewalls, intrusion detection, DDoS protection
• Monitoring: 24/7 security monitoring and logging

5.2 Organizational Safeguards

• Regular security audits and penetration testing
• Employee security training and background checks
• Incident response and breach notification procedures
• Third-party security certifications and compliance audits

While we implement industry-leading security measures, no system is completely secure. If you become aware of any security vulnerability, please report it to us immediately at hello@robotops.com.

6. Data Retention

We retain your information for as long as necessary to provide our services and fulfill the purposes described in this Privacy Policy:

• Account Information: Retained while your account is active and for 30 days after deletion
• Customer Data: Retained according to your subscription plan and data retention settings
• Billing Records: Retained for 7 years for tax and accounting purposes
• Usage Data: Aggregated analytics retained for 2 years

Upon account termination, you may request deletion of your Customer Data. We will delete your data within 30 days, except where retention is required by law.

7. Your Privacy Rights

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

7.1 Access and Portability

• Request a copy of your personal information
• Export your Customer Data in a machine-readable format
• Receive information about how we process your data

7.2 Correction and Update

• Correct inaccurate or incomplete information
• Update your account settings and preferences

7.3 Deletion

• Request deletion of your account and associated data
• Request deletion of specific data (subject to legal retention requirements)

7.4 Opt-Out and Restriction

• Opt-out of marketing communications
• Disable non-essential cookies
• Restrict certain data processing activities
• Object to automated decision-making

To exercise any of these rights, please contact us at privacy@robotops.com. We will respond to your request within 30 days.

8. Cookies and Tracking Technologies

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

8.1 Types of Cookies

• Essential Cookies: Required for authentication and basic functionality
• Preference Cookies: Remember your settings and preferences
• Analytics Cookies: Help us understand how you use our service
• Marketing Cookies: Track conversions and measure ad effectiveness (with consent)

You can control cookies through your browser settings. Note that disabling certain cookies may affect the functionality of our services.

9. International Data Transfers

Robot Ops is based in the United States, and your information may be transferred to and processed in the United States or other countries where our service providers operate. These countries may have different data protection laws than your country of residence.

When we transfer data internationally, we implement appropriate safeguards such as:

• Standard Contractual Clauses approved by the European Commission
• Data Processing Agreements with our service providers
• Compliance with applicable data transfer regulations (GDPR, etc.)

10. Children's Privacy

Our services are not intended for individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us immediately and we will delete such information.

11. Changes to this Privacy Policy

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

• Posting the updated policy on our website
• Updating the "Last updated" date at the top of this page
• Sending you an email notification for significant changes

Your continued use of our services after changes become effective constitutes acceptance of the updated Privacy Policy.

12. Contact Us

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