Privacy Policy

The privacy of your data — and it is your data, not ours! — is a big deal to us. In this policy, we layout: what data we collect and why; how your data is handled; and your rights to your data. We promise never to sell your data: we never have, and we never will.

This policy applies to all products built and maintained by Level Software, Inc., hereafter referred to as Level.

What We Collect and Why

Our guiding principle is only to collect what we need. Here's what that means in practice:

Identity & Access
When you sign up for a Level product, we typically ask for identifying information such as your name, email address, and company name. That's just so you can personalize your new account, and we can send you invoices, updates, or other essential information. We also give you the option to add a profile picture that displays in our product, but we do not normally look at or access that picture. We'll never sell your personal info to third parties, and we won't use your name or company in marketing statements without your permission either.

Billing Information
When you pay for a Level product, we ask for your credit card and billing address. That's so we can charge you for service, calculate taxes due, and send you invoices. Your credit card is passed directly to our payment processor and doesn't ever go through our servers. We store a record of the payment transaction, including the last 4 digits of the credit card number and as-of billing address, for account history, invoicing, and billing support. We store your billing address to calculate any sales tax due in the United States, to detect fraudulent credit card transactions, and to print on your invoices.

Geolocation Data
We log access to all accounts by full IP address to verify that no unauthorized access has happened. We keep this login data for as long as your product account is active.

We also log full IP addresses used to sign up for a product account. We keep this record forever because they are used to mitigate spammy signups.

Web analytics data — described further in the Website Interactions section — are also tied temporarily to IP addresses to assist with troubleshooting cases.‍

Website Interactions
When you browse our marketing pages or applications, your browser automatically shares certain information, such as which operating system and browser version you are using. We track that information, along with the pages you are visiting, page load timing, and which website referred you for statistical purposes like conversion rates and to test new designs. We sometimes track specific link clicks to help inform some design decisions. These web analytics data are tied to your IP address and user account if applicable, and you are signed in to our Services.

Voluntary Correspondence
When you write Level with a question or ask for help, we keep that correspondence, including the email address, so that we have a history of past correspondence to reference if you reach out in the future.

We also store any information you volunteer like surveys. Sometimes when we do customer interviews, we may ask for your permission to record the conversation for future reference or use. We only do so if you give your express consent.

SMS Correspondence
Level may provide real-time SMS alerts to keep users informed about the health and status of their systems and automations. These alerts are based on user-defined events and may include outage notifications, incident updates, or system setup confirmations. Mobile numbers collected for this purpose will only be used to deliver these notifications. Level does not share, sell, or disclose mobile information to third parties or affiliates for marketing or promotional purposes.

Information We Do NOT Collect
We don't collect any characteristics of protected classifications, including age, race, gender, religion, sexual orientation, gender identity, gender expression, or physical and mental abilities or disabilities. You may provide these data voluntarily, such as if you include a pronoun preference in your email signature when writing into our Support team.

We also do not collect any biometric data. You are given the option to add a picture to your user profile, which could be a real picture of you or a picture of something else that represents you best. We do not extract any information from profile pictures: they are for your use alone.

When We Access or Share Your Information

Our default practice is not to access your information. The only times we'll ever access or share your info are:

To provide products or services you've requested. We do use some third-party services to manage various business functions and to run our applications. Your personal and business information is only shared to the extent necessary. You can view the list of third-party services we use below. Having subprocessors means we are using technology to access your data. No Level human looks at your data for these purposes.
To help you troubleshoot or squash a software bug. If you request our assistance or automated errors are detected, we may access your account to troubleshoot or fix the issue.
To investigate, prevent, or take action regarding restricted uses. Accessing a customer's account when investigating potential abuse is a measure of last resort. We have an obligation to protect our customers' privacy and safety and the people reporting issues to us. We do our best to balance those responsibilities throughout the process. If we do discover you are using our products for a restricted purpose, we will report the incident to the appropriate authorities.
When required under applicable law. If the appropriate law enforcement authorities have the necessary warrant, criminal subpoena, or court order requiring we share data, we have to comply. Otherwise, we flat-out reject requests from local and federal law enforcement when they seek data. And unless we're legally prevented from it, we'll always inform you when such requests are made. We have never received a National Security Letter or Foreign Intelligence Surveillance Act (FISA) order.

If Level is acquired by or merged with another company — we don't plan on that, but if it happens — we'll notify you well before any info about you is transferred and becomes subject to a different privacy policy.

Company Subprocessors

We use third party subprocessors, such as cloud computing providers and customer support software, to run Level. We establish GDPR-compliant data processing agreements with each subprocessor, extending GDPR safeguards everywhere personal data is processed. The following is a list of personal data subprocessors we use. These subprocessors are all located in the United States:

Amazon Web Services — Cloud Services Provider
Advanced Data — Data Center Provider
Google Analytics — Data Analytics Platform
Segment — Data Analytics Platform
UserList — Customer Messaging Service
Stripe — Payment Processing Services
HubSpot — Customer Support / CRM
Sentry — Error Reporting Software
App Signal — Application Performance Monitoring
Mezmo — Centralized Logging
IPStack — IP Geolocation Services

Location of Application and Data

Our products, applications, and other web properties are operated in the United States. If you are located in the European Union or elsewhere outside of the United States, please be aware that any information you provide to us will be transferred to the United States. By using our site, participating in any of our services and/or providing us with your information, you consent to this transfer.

Your Rights With Respect to Your Information

At Level, we apply the same data rights to all customers, regardless of their location. Currently, some of the most privacy-forward regulations in place are the European Union's General Data Protection Regulation ("GDPR") and the California Consumer Privacy Act ("CCPA") in the US. Level recognizes all of the rights granted in these regulations, except as limited by applicable law. These rights include:

Right to Know. You have the right to know what personal information is collected, used, or shared. We outline both the categories and specific bits of data we collect and how they are used in this privacy policy.
Right of Access. This includes your right to access the personal information we gather about you and your right to obtain information about the sharing, storage, security, and processing of that information.
Right to Correction. You have the right to request correction of your personal information.
Right to Erasure / "To Be Forgotten". This is your right to request, subject to certain limitations under applicable law, that your personal information be erased from our possession and, by extension, all of our service providers. Fulfillment of some data deletion requests may prevent you from using Level services because our applications may then no longer work. In such cases, a data deletion request may result in closing your account.
Right to Complain. You have the right to make a complaint regarding our handling of your personal information with the appropriate supervisory authority.
Right to Restrict Processing. This is your right to request restriction of how and why your personal information is used or processed, including opting out of the sale of your personal information. (Again: we never have and never will sell your data).
Right to Object. You have the right, in certain situations, to object to how or why your personal information is processed.
Right to Portability. You have the right to receive the personal information we have about you and the right to transmit it to another party.
Right to not be subject to Automated Decision—Making. You have the right to object and prevent any decision that could have a legal, or similarly significant, effect on you from being made solely based on automated processes. However, this right is limited if the decision is necessary for the performance of any contract between you and us, is allowed by applicable law, or is based on your explicit consent.
Right to Non-Discrimination. This right stems from the CCPA. We do not and will not charge you a different amount to use our products, offer you different discounts, or give you a lower level of customer service because you have exercised your data privacy rights. However, the exercise of certain rights (such as the right "to be forgotten") may, by virtue of your exercising those rights, prevent you from using our Services.

Many of these rights can be exercised by signing in and directly updating your account information. If you have questions about exercising these rights or need assistance, please contact us at support@level.io or through the mail.

Level Software, Inc.
60 Ravenscroft Drive
Asheville, NC 28801 USA

For requests to delete personal information or know what personal information has been collected, we will first verify your identity using a combination of at least two pieces of information already collected, including your user email address.

How We Secure Your Data

All data is encrypted via SSL/TLS when transmitted from our servers to your browser. The database backups are also encrypted. Most data is not encrypted while they live in our database (since it needs to be ready to send to you when you need it), but we go to great lengths to secure your data at rest. For more information about how we keep your data secure, please review our security overview.

When You Delete Data in Your Product Account

In many of our applications, we give you the option to delete data. Anything you delete on your product account is permanently removed and no longer accessible via the application and is deleted from our servers. We do not use soft deletes. We also have backups of our application databases. Retrieving data for a single account from a backup is cost-prohibitive and unduly burdensome.

We also delete your data after an account is canceled. Please refer to our cancelation policy for more details.

We Commit To Resolving All Complaints
We commit to resolve complaints about your privacy and our collection or use of your personal information.

Changes & Questions

We may update this policy as needed to comply with relevant regulations and reflect any new practices. Whenever we make a significant change to our policies, we will also announce them on our company blog.

Have any questions, comments, or concerns about this privacy policy, your data, or your rights with respect to your information? Please get in touch by emailing us at support@level.io, and we'll be happy to answer them!