Privacy policy

This policy explains how Doover collects, uses and shares your personal information when you visit doover.com (the “Site”) or use the Doover platform and the services we provide through it. Doover is operated by Span Engineering from Queensland, Australia.

Some parts of our business run on separate websites, such as our online shop and our documentation. Where those sites publish their own privacy terms, those terms apply to them.

Information we collect

Information you give us

When you create an account, place an order or contact us, we collect the details you provide. That typically means your name, email address, maybe your phone number, maybe the organisation you work with, and whatever you choose to tell us in an enquiry or a chat message. We call this Account Information.

Information collected automatically

When you visit the Site we automatically collect some information about your device and how you use the Site. That includes your IP address, your browser and operating system, your approximate time zone, which pages you view, which site or search term brought you here, and how you move through the pages. We call thisDevice Information.

Our web servers also keep standard access logs, which record the address of each request along with the time and the page requested. These are used to keep the service running securely and to investigate faults and abuse.

Information from your devices in the field

If you use the Doover platform, the hardware and applications you connect send us operational data such as readings, status and alarms. That data is about your equipment rather than about you, but it is linked to your account, so we treat it with the same care as everything else described here.

Where this policy refers to Personal Information, it means Account Information and Device Information together.

How we use it

We use Account Information to:

• —Provide the services you have signed up for, including sending SMS and email alerts about significant events on your devices and emailing you reports of device activity.
• —Answer your questions and provide support.
• —Bill you, and check orders for fraud or other risk.
• —Tell you about our products and services, where you have agreed to hear from us. You can opt out of marketing at any time.

We use Device Information to keep the Site secure, to diagnose faults, and to understand how the Site is used so that we can improve it.

We do not sell your personal information, and we do not share it with advertising networks to target you elsewhere.

Analytics

We use a third-party analytics service to understand how people use the Site: which pages get read, which links get clicked, and where people get stuck.

We think it is worth being specific about what that does and does not capture:

• —Anything you type is masked before it leaves your browser. Text you enter into a form is never captured, and neither are passwords.
• —No profile is created for an anonymous visitor. Unless you identify yourself to us, the record is a random identifier and nothing more.
• —Nothing loads before you have a choice about it. Where we ask for your consent, the analytics code is not downloaded and no cookie is set until you accept.

Analytics requests are served through our own domain rather than the provider’s. This is so that the measurement is not quietly broken by network-level blocking. It does not change what is collected or who receives it, and it does not defeat any choice you make here or in your browser.

Your choices

If you are in the European Union, the European Economic Area or the United Kingdom, we ask for your consent before any analytics run, and nothing is recorded unless you accept. Declining is exactly as easy as accepting, and the Site works identically either way.

Elsewhere, including in Australia, analytics run on the basis of this policy without a banner interrupting you. Wherever you are, you can turn them off at any time:

You can reach this page at any time from the “Privacy” link in the footer of every page. When you decline, recording stops immediately, and the identifier we had been using to recognise your browser is deleted from it. You can also block or delete cookies through your browser settings, and you can ask us directly to stop by writing to the address at the bottom of this page.

Who we share it with

We share personal information only with the suppliers who help us run Doover, and only as far as they need it to do that job. By category, those are:

• —Cloud hosting and infrastructure providers, who store the data and run the service.
• —Our analytics provider, described above.
• —Our live-chat provider, which handles chat conversations you start with us.
• —Communications providers, who deliver the emails and SMS alerts you have asked for.
• —Payment and accounting providers, who process payments and keep our financial records.

These suppliers act on our instructions and are not permitted to use your information for their own purposes. We will also disclose personal information where the law requires it, to respond to a lawful request from an authority, or where it is necessary to protect our rights, our customers or the public.

If our business is ever sold or reorganised, personal information may transfer with it. We would tell you before that changed how your information is handled.

Where your information is held

Doover is operated from Australia, and the Site and platform are hosted on servers in Australia. Some of the suppliers described above are located overseas, so your information may be stored or processed outside Australia. Our website analytics, for example, are held on servers in the United States.

Where information is transferred out of the European Economic Area or the United Kingdom, we rely on the safeguards recognised under the applicable data protection law for that transfer.

How long we keep it

• —Account Information is kept while your account is open, and afterwards only as long as we need it for our legal, tax and accounting obligations.
• —Operational data from your devices is kept available for 12 months and then moved to archive storage for a further two years, giving three years in total. Different retention periods can be arranged where your obligations call for them.
• —Analytics data is kept only as long as it is useful for the purposes described above.
• —Server access logs are kept for a limited period for security and fault diagnosis, then discarded.

Your rights

You can ask us for a copy of the personal information we hold about you, ask us to correct it if it is wrong, or ask us to delete it. You can withdraw consent to analytics at any time using the control above, and you can opt out of marketing at any time.

If you are in the European Union, the European Economic Area or the United Kingdom, you also have the right to object to or restrict certain processing, and the right to receive your information in a portable form. Where we rely on your consent, withdrawing it does not affect anything done before you withdrew it.

To exercise any of these, write to us at the address below. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner, or, in the European Union, the European Economic Area or the United Kingdom, to your local data protection authority.

Security

We protect personal information with measures appropriate to its sensitivity, including encryption in transit, access controls, and limiting access to the people who need it. No system is perfectly secure and we cannot promise absolute security, but we take this seriously, and we will tell you promptly if a breach affects you and the law requires us to.

Do Not Track

Some browsers can send a “Do Not Track” signal. There is still no agreed standard for how a website should respond to one, and we do not currently change what we collect when we receive it. The privacy control above is the reliable way to tell us to stop, and we honour it everywhere.

Children

Doover is an industrial product sold to businesses. It is not directed at children, and we do not knowingly collect personal information from them.

Changes

We may update this policy to reflect changes to our practices or for operational, legal or regulatory reasons. The date at the top shows when it last changed. If a change materially affects how we handle your personal information, we will take reasonable steps to tell you rather than relying on you to notice.

Contact us

For more information about our privacy practices, to exercise any of the rights above, or to make a complaint, email us at info@doover.com, or write to us at:

2a Gordon StreetNorth Toowoomba QLD 4350Australia