Table of contents
- Product Support
XMReality AB (publ) is considered Data Controller of your personal data. XMReality AB is a Swedish company, listed on Nasdaq First North Growth Market, with registration number 556722-7284. The registered address is at Gränden Duvan 3, 582 22 Linköping, Sweden. Email; firstname.lastname@example.org
On XMReality websites we offer you to subscribe to our newsletters, be notified about events, receive occasional news, insights and best practices, receive commercial offerings as well as fill in a contact request as well as register to access educational content. The type of personal data that XMReality processes about you may be:
- Your contact details such as name, address, telephone number and email address
- Your job title, position including preferences and interests in a professional context
- Website traffic information as provided by your web browser such as browser type, language and the address of the referring website and other traffic information such as IP address
- Website visitor behavior such as which links you click and when
We may also collect information about you from other sources, including publicly available databases or third parties from whom we have purchased data or to whom you have provided your data, and combine this data with information we already have about you. This helps us to update, expand and analyze our records, identify new prospects for marketing, and provide information about our products and services that may be of interest to you.
Purposes of Processing
Your personal data may be saved and processed by XMReality for the following purposes:
- In order to answer a contact request or to send you educational content, newsletters or invitations for seminars and similar events to you. Accordingly, if you do not provide the requested personal information, XMReality will not be able to respond to a contact request or to send you any newsletters or invitations and information.
- For marketing and market research, as well as basis for XMReality’ market and customer analyses, business and product development, and statistics
- To personalize your experience (your information helps us to better respond to your individual needs)
- To improve our websites (we continually strive to improve our websites offerings based on the information and feedback we receive from you)
In accordance with XMReality’ assessment, the processing is necessary for the purposes of XMReality’ legitimate interest in answering a contact request, and administering newsletters, information and invitations to you in accordance with your wishes to be contacted or to receive requested information, respectively.
In addition, XMReality’s processing of your personal data for marketing purposes, for market research, for market and customer analysis, business and product development and statistics, is based on a legitimate interest. According to XMReality’ assessment, the processing is necessary for XMReality’ legitimate interest to market its products and services, and to analyze and develop its business and operations.
Retention of Personal Data
In general, XMReality will only retain your personal data for as long as necessary for the stated purpose, while also taking into account our need to answer queries or resolve problems and to comply with legal requirements under applicable law. This means that we may retain your personal data for a reasonable period after your last interaction with us (normally for a period of three calendar years from your last interaction with us). When the personal data that we collect is no longer required in this way, we destroy or delete it in a secure manner.
Personal data provided in connection with newsletter subscriptions, event registrations or information requests are stored by XMReality until you unsubscribe from the applicable service. However, if you unsubscribe, XMReality will continue to process your personal data to the extent necessary to ensure by technical means that no further posting of newsletters, event invitations, educational information and similar are sent to you. If XMReality does not save your personal data in this respect, XMReality will not be able to ensure that no further newsletters, invitations or information will be sent to you. The continued processing of your personal data is, according to XMReality’ assessment, necessary for the purposes of XMReality’ legitimate interest in preventing sending of newsletters, information and invitations to you in accordance with your expressed desire.
Your Privacy Rights under Applicable Data Protection Laws
To exercise the aforementioned rights in relation to us, or if you have any questions about our sharing practices, your rights under Applicable Data Protection Laws, or wish to have your Personal Data removed, please contact us at the following address: XMReality AB, Gränden Duvan 3, 582 22 Linköping, Sweden. In order to ensure that you receive a swift response, please state in your letter your full name and, if applicable, your address and user name. Please note that you should sign the request in order to receive information of the processing of your Personal Data, and that you may be asked to verify your identity before any Personal Data is disclosed or information given. You can also contact XMReality at email@example.com for more information about these rights.
Disclosure of Personal Data
- Third party service providers (for example to partners that are administrating webinars or websites on behalf of XMReality);
- Business partners; and
- As needed for legal purposes (for example to authorities in accordance with applicable laws and regulations).
XMReality may also share your personal data with consultants. When sharing your personal data with third parties we take appropriate technical, organizational and legal measures in accordance with applicable data protection legislation. When required by applicable law, XMReality has established Data Processing Addendums with any third party with which your personal data is shared.
XMReality takes security seriously. We take various steps to protect information you provide to us from loss, misuse, and unauthorized access or disclosure. These steps take into account the sensitivity of the information we collect, process and store, and the current state of technology.
This policy was last updated on 7 Jan 2022. We may change this policy from time to time, if we do, we will post any changes on this page (www.xmreality.com). If you continue to interact with us after those changes are in effect, you are agreeing to the revised policy.
Welcome to XMReality Remote GuidanceTM (the “Service”), which is provided by XMReality AB (publ), company registration number 556722-7284 having its registered address at Gränden Duvan 3, 582 22 Linköping, Sweden (“we” or “us”), offered to companies (with each such legal person having entered into an agreement with us regarding use of said solution being a “Customer”).
You may use the Service acting as an authorized employee or consultant of a Customer and you acknowledge that the Service is not provided to you as a consumer. Reference is also made to our End User License Agreement (the “EULA”). Personal data provided in association with the licensed use of XMReality Remote Guidance will be treated as per the EU Regulation 2016/679 of the European Parliament and of the Council of 27 April 2016. This on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation), the Directive 2002/58/EC of the European Parliament and of the Council concerning the processing of Personal Data and the protection of privacy in the electronic communications sector (ePrivacy Directive) and the subsequent directives and regulations and the national implementations thereof and related national legislation, applicable to the processing of personal data under this Agreement (collectively “Applicable Data Protection Laws”). It is the entity deciding the purposes and the means of processing that is the personal data controller for the processing. When you use the Service, the Customer having authorized your use is the personal data controller for the processing of your Personal Data (as defined below), and we are the personal data processor of the Customer, processing such data on behalf of and according to the instructions of said Customer. Nevertheless, we collect and process certain and limited information, to the extent necessary for the functioning of the Service and your use thereof, and we are the data controller in relation to this processing of Personal Data. Your privacy is important to us. This document contains a policy statement regarding the collection, use and processing of Personal Data within the Service and your rights in relation to your Personal Data, as well as information about with whom we share such information with. With “Personal Data” we mean information which is directly or indirectly referable to a natural living person, e.g. name and address but also possibly, device ID, location data or IP addresses. We collect the information set out below, which include your Personal Data.
The following Personal Data is collected and processed when you use the Service:
- Your user id, typically your e-mail address
- Optionally your name, if entered into the system
- Your chat conversations
- Records of calls made, including other parties in the call, time and duration
- Technical data, including your unique device ID, IP address, network and device performance and other information about your use of the Service
Purpose of Processing
The Customer that has authorized your use of the Service processes the Personal Data for the purpose of carrying out activities involving the use of XMReality Remote GuidanceTM. Use of the Personal Data collected for other purposes, if applicable, are to be communicated to you by each such Customer in their capacity of personal data controllers.
We will process the information set out above for the following purposes:
- to administrate your account, to enable and provide the Service and improve our solution for remote guidance, and to otherwise fulfill our obligations with regard to the agreements entered into with our Customers.
- to inform you about updates of the Service or our End User License Agreement (EULA);
- to improve and develop the Service;
- to ensure the technical functioning of the Service and to prevent use of the Service in breach of the EULA;
- to enforce the EULA, including to protect our rights, property and safety and also the rights, property and safety of third parties if necessary; and
- to fullfil requirements by law.
The processing of Personal Data is based on our legitimate interests, which serves as the legal ground for the processing.
Our legitimate interests are (i) to provide our services to the Customer; and (ii) to continually offer, improve and develop the Service. We are not able to fulfill our legitimate interests without processing some Personal Data.
Disclosure of Personal Data
We may share and disclose your Personal Data to our sub-contractors within the EU/EEA. Your e-mail address may be disclosed to other users of the Services that you choose to connect within the Service.
Retention of Personal Data
The Personal Data is processed for the period during which the Service is provided to you. Upon termination of a user account, the Personal Data relating to such an account will be deleted within 3 months after the termination of the applicable customer agreement or within reasonable time after the 3 months period.
Responding to Legal Requests and Preventing Harm
We can access, preserve and share your information in response to a legal request (like a search warrant, court order or a subpoena or the like), or when necessary to detect, prevent and address fraud and other illegal activity, to protect ourselves, you and other users, including as part of investigations, if we have a good faith belief that the applicable law require us to do so.
This includes responding to legal requests from jurisdictions outside of the EU/EEA when we have a good faith belief that the response is required by law in that jurisdiction, affects users in that jurisdiction, and is consistent with internationally recognized standards.
Information that we receive about you when you use our Service, can be accessed, preserved and retained for an extended period of time when it is the subject of a legal request or obligation, government investigation, or investigations concerning possible violations of our EULA or policies, or otherwise to prevent harm.
Some Other Things You need to Know
Change of Control
Notice of changes
Your Privacy Rights under Applicable Data Protection Laws
Applicable Data Protection Laws permits residents of the Member States to request details about what Personal Data is stored with us, the source of the data and the identity of parties to whom the data has been provided free of charge, as well as other information, without indicating any reasons.
Get in contact with XMReality
To exercise the aforementioned rights in relation to us, or if you have any questions about our sharing practices, your rights under Applicable Data Protection Laws, or wish to have your Personal Data removed, please contact us at the following address: Gränden Duvan 3, 582 22 Linköping, Sweden, or send an email to firstname.lastname@example.org. In order to ensure that you receive a swift response, please state in your letter your full name and, if applicable, your address and User Name. Please note that you should sign the request in order to receive information of the processing of your Personal Data, and that you may be asked to verify your identity before any Personal Data is disclosed or information given.
3. Product Support
XMReality has developed and owns all right to a remote guidance augmented reality-based software (the “Software”). The Software supports a range of hardware devices that can be used in different combinations to make work at field service easy and efficient. This section describes how the service is supported.
Email Product Support
Service requests shall be submitted to XMReality’s service desk (“Service Desk”). The support hours are Monday to Friday 8.00 to 17.00 CET. Supported languages are English and Swedish.
Service requests may only be submitted as follows:
- Reported in applications (App)
- Email to email@example.com
An online helpcenter is available here; https://knowledge.xmreality.com/
Reported issues will be managed in a ticketing system (the “Ticketing system “) which will be used as the central communication platform. The Service Desk will respond to the person initiating the service request with a ticket reference number, that shall be used for further follow-up. XMReality will provide regular updates to the person initiating the service request.
XMReality will ensure effective and efficient achievement of availability of the Software during Service Hours. Service Hours are defined as any time outside scheduled maintenance. Scheduled maintenance with short service interruptions (below 5 minutes) are performed during maintenance windows on Sundays 16.00-20.00 CET. Any scheduled maintenance with an expected longer service interruption, is primarily performed on weekends and other low-traffic periods and is communicated at least one week in advance.
XMReality is not responsible for downtime or any other failure to satisfy the availability level for the Software, if it was caused by any of the following circumstances and provided that the said circumstance was not directly attributable to XMReality such as;
- faults in the Customer’s software and IT infrastructure
- circumstances outside XMReality’s area of responsibility for the Software, such as failure of communications or other products and services from third parties for which XMReality has not specifically taken responsibility
- any other circumstances for which the Customer has responsibility under the terms of the Agreement.
XMReality will maintain adequate infrastructure to ensure that an increase in the total number of active users does not cause Software latency or increase in Software response times.
XMReality will give immediate notice to the User in case of an emergency maintenance. In such case, XMReality shall make all possible efforts to schedule such emergency maintenance outside of Service Hours to minimize impact to the Customer. XMReality will provide continuous information about Software incidents via: info.xmreality.com/status/.
In case of an incident, XMReality will work to restore the Software as soon as possible, including by means of workarounds. The incidents will only be concluded when the Software is fully restored, delivering all its functionality.
The Service Desk will record reported incidents using a Ticketing System and assign priority.