Front Products and Services Privacy Notice

Effective as of August 19, 2024.

This Products and Services Privacy Notice (“Notice”) describes how FrontApp, Inc. ("Front," "we", "us" or "our") handles personal data as instructed by our Customers in the course of providing certain features of our Services to them, including through cookies and similar technologies. We engage in the activities described in this Notice as a service provider to our Customers and subject to our agreements with them.

For information about how Front handles personal data when we determine how and why it is used, such as when we collect personal data through our websites or in connection with our marketing activities, see the Front Privacy Notice and Front Cookie Notice.

As used in this notice, “Customers”, “Services,” “Customer Data” and other capitalized terms used but not otherwise defined in this notice have the meanings given in the Front Software-as-a-Service Agreement.

Click the following links to jump to the section of this Notice for the following products/services:

Front Knowledge Base

Front Chat

Our Knowledge Base product employs the following technologies:

• Cookies, which are text files stored on a visitor’s device to uniquely identify the visitor’s browser or to store information or settings in the browser for purposes such as allowing Customers to track and analyze Knowledge Base visitor use, navigation, and other statistical information. You can learn more about cookies and how they can be controlled at www.allaboutcookies.org.
• Browser web storage, also known as locally stored objects, functions like cookies but enables the storage of a larger amount of data.

The specific cookies and web technologies used by the Knowledge Base are as follows:

Third Party Services

Customers can choose to integrate into their Knowledge Base instance certain Third Party Services that may collect personal data from their Knowledge Base visitors, including through cookies and other technologies. For example, when Customers embed videos from third party platforms such as YouTube, Vimeo, and Loom into their Knowledge Base, these embedded videos may use cookies and other technologies to function and collect personal data for other purposes. For information about how Third Party Services handle personal data and use cookies, consult their respective privacy policies and relevant product documentation.

Visitor choices

Most browsers will let Knowledge Base visitors reject and clear cookies and local storage in their browser settings. Knowledge Base visitors may also use features provided by Google, such as this one, to opt-out of being tracked by its Google Analytics service.

Applicable laws in some jurisdictions may require Customers to inform visitors as to the nature of cookies or other technologies utilized by their Knowledge Base, and in certain circumstances, obtain visitors’ prior consent to the placement and/or use of those cookies or other technologies.

If visitors elect not to activate certain cookies or disable and clear cookies and local storage, certain visitor-facing and Customer-facing features of the Knowledge Base may not function. For example, the cookies/technologies listed in the chart above must be active to enable the corresponding purposes.

Our Chat product employs the following cookies:

Most browsers will let Chat users reject and clear cookies in their browser settings. If visitors reject or clear cookies, certain visitor-facing and Customer-facing features of Chat may not function. For example, the cookies listed in the chart above must be active to enable the corresponding purposes.

Certain features of the Services, including our Omnichannel Inbox, Collaboration, and Workflow Automation features, need to process information from users’ Google Workspace applications, such as Gmail and Calendar, which we access through Google’s Workspace APIs (“Google User Data”). Google User Data is part of the Customer Data that we handle on behalf of Customers subject to our Customer agreements. However, our handling of Google User Data is also restricted by Google’s API Terms of Service and Google User Data Policy, including its Limited Use requirements (collectively, “Google Requirements”). We are providing this Google Workspace API Privacy Notice as required by the Google Requirements to explain how we access, use, store, and share Google User Data. Please note that the other sections of this Notice do not apply to Google User Data.

When you choose to use these features, we access your Google User Data with your authorization and we use, store and share Google User Data to enable and improve these features in accordance with the Google Requirements. This means, for example, that we do not use Google Workspace APIs or Google User Data to develop, improve, or train generalized AI and/or ML models. It also means that we do not share, transfer or disclose it to third parties except as follows, and only if allowed by the relevant Customer agreement: (a) to service providers who help us provide our services; (b) for security purposes (for example, investigating abuse); (c) to comply with applicable laws; or (d) as part of a merger, acquisition, or sale of assets of the developer after obtaining explicit prior consent from the user. We do not sell Google User Data.

We use technical, organizational, and physical measures designed to protect the confidentiality, integrity and availability of Google User Data and we retain and delete Google User Data in accordance with Customer instructions. For details on these practices, see the Front Software-as-a-Service Agreement, Front Data Processing Addendum and/or other applicable Customer agreement.

The technologies we use may change from time to time and this Notice is subject to change at any time.

If you have any questions about this Notice, please contact us at [email protected].

Non-English translations of this Notice are provided for convenience only. In the event of any ambiguity or conflict between translations, the English version is authoritative and controls.