ConnectWise Privacy Policy

ConnectWise is an IT software company that empowers technology solution providers (“TSPs”) through intelligent software, expert services, an immersive IT community, and an ecosystem of software integrations. ConnectWise enables TSPs to improve business efficiency through business automation, IT documentation, and data-management capabilities, and to support revenue growth through remote monitoring, security, and backup and disaster-recovery technologies (collectively, the “Services”). 

In using our Services, our Clients may backup and/or store or otherwise process business or other information or allow us to have access to such information, including Personal Information on our Services ("Client Information"). 

When we process Client Information solely on behalf of a Client, we act as a processor, service provider, or contractor under the applicable agreement and the Client’s lawful instructions. The Client or its end clients are responsible for their own collection and use of Client Information and for providing required notice. This Privacy Notice does not authorize independent use of Client Information or replace the applicable data processing agreement. To exercise rights concerning Client Information, contact the applicable Client or other data controller. You may also contact us; we assist the controller and handle requests and complaints in accordance with our obligations, including the applicable DPF Principles. Our processor role does not exclude covered Client Information from our DPF commitments or complaint mechanisms. 

ConnectWise does use limited Personal Information collected via the Services and the ConnectWise Websites for our own purposes, as described in this Privacy Notice.

We collect and use Personal Information to provide and support our Services, manage client and prospect relationships, market our offerings, improve products and services, and run our business, as described below. Our activities include website use, account administration, events, emails, enquiries, and telephone or virtual meetings.

Personal Information We Collect

We may collect Personal Information through our Services and ConnectWise Websites in the following ways:

Information You Provide

Contact and account information. We collect information you provide when you enquire about our Services, create or administer an account, request support, subscribe to communications, or register for an event. This includes your name, business or organization, role, business contact details, account identifiers, credentials, preferences, and the content of your request. 

Communications and feedback. When you contact us, we retain the correspondence, your contact details, our responses, and any feedback or content you choose to provide. Where we record a telephone call or virtual meeting, we notify participants and obtain consent where required. Recordings may include voice, video, meeting messages, and transcripts. 

Payment and transaction information. We collect billing contact details, transaction and invoice records, and payment information needed to process purchases, directly or through payment service providers. The information you provide depends on the payment method. 

Sensitive information. Account login details combined with a password or other access credential can be sensitive personal information in some jurisdictions. We use these credentials to provide accounts, authenticate users, and protect the security of our Services. Please do not include unnecessary sensitive information in support requests or other communications.

Information Collected Automatically

Device and usage information. When you visit ConnectWise Websites or use our Services, we collect IP addresses, device and browser types, device or online identifiers, approximate location such as country or city, service usage and timestamps, system and event logs, and other technical information about devices and browsers. We use this information to operate, secure, troubleshoot, understand, and improve our Websites and Services. This section concerns our controller activities; Client Information remains subject to the distinction described above. 

Inferences. We may derive information about business interests, preferences, and use of our Websites and Services from the information described above, to understand demand, improve our offerings, and make relevant recommendations, subject to your marketing and advertising choices.

Cookies and Similar Technologies

We use cookies and similar technologies, such as pixels, tags, and local storage, to operate our Websites, remember preferences, understand use, and support advertising. Session cookies generally expire when a session ends; persistent technologies remain for the period described in our cookie settings or until removed. Some technologies are provided by third parties. 

For visitors in the EEA, Switzerland, and the UK, we obtain consent before storing or accessing information on a device unless a legal exemption applies. Advertising technologies require consent where applicable law requires it. You can accept or reject optional technologies and change or withdraw your consent through the cookie settings available on our Websites. Withdrawing consent does not affect earlier lawful processing. 

Our cookie settings explain the technologies used, their purposes, providers, and duration, and allow you to manage your preferences. You can also use browser controls to delete or block cookies, although blocking necessary cookies may affect requested functionality on our Websites. Browser settings are additional controls and do not replace the rights and choices described in this Notice.

Information from Third Parties 

Third-party sources. We receive business contact, professional, and demographic information from commercially available business-information providers, partners, Clients, and service providers where lawful. These sources may include publicly available business records. We may combine this information with information you provide or that we collect through our Websites and Services for relationship management and permitted marketing. 

Partners or Clients may refer business contacts to us. We require a lawful basis for receiving and using those details and provide the applicable privacy information. Where consent is necessary for a referral based communication, a referral alone does not replace that consent. 

How We Use Personal Information 

Client and account support. We use contact, account, and communications information to administer relationships, provide technical support, authenticate users, and communicate with the individuals who use our Services. Processing performed solely under a Client’s instruction is governed by the applicable agreement. 

Responding to you and managing events. We use contact and account information, communications, feedback, and event registration details to respond to enquiries, resolve complaints, manage relationships, to organize and administer events. 

Direct marketing. Where permitted, we use business contact information, preferences, and relevant activity to send communications about our offerings. We obtain consent where required by the applicable electronic-marketing rules. You can unsubscribe or object as described under User Choices and Your Rights. 

Operations and product improvement. We use relevant account, transaction, technical, usage, feedback, and communications information to operate and tailor Services, process payments and invoices, troubleshoot, prevent fraud, protect, secure, and improve or develop products. We use only information appropriate to the particular purpose and our role.  

Anonymous and de-identified information. We may create anonymous, deidentified, or aggregate information for analytics and product improvement. Where we rely on a legal de-identification exclusion, we take reasonable measures to prevent identification, commit to maintaining and using the information in de-identified form, and require recipients to comply with applicable restrictions. We do not attempt re-identification except as permitted by law to test de-identification safeguards. 

How We Disclose Personal Information 

We may share Personal Information with the following categories of recipients and/or in the following circumstances: 

Group companies and service providers. We disclose relevant Personal Information to ConnectWise affiliates and providers that help deliver our activities and Services, including hosting and IT providers, customer support and communications providers, account and relationship management providers, payment processors, security providers, and event service providers. Providers acting on our behalf are subject to appropriate contractual restrictions on use, confidentiality, and security. Professional advisers, such as lawyers and accountants, receive information where needed for provision of their services. 

Advertising and analytics partners. We disclose online identifiers and activity information to advertising and analytics partners for the purposes described under Targeted Advertising, subject to applicable consent and opt-out requirements. These partners may act independently for some processing. Information about relevant Website providers is available through our Privacy Center and cookie settings. 

Legal and protective disclosures. We disclose relevant information to authorities, courts, advisers, or other appropriate recipients when required by law or when lawfully necessary to respond to legal process, establish or defend legal rights, address fraud or security incidents, or protect individuals’ vital interests. We evaluate the applicable legal requirements before responding to a request. 

Corporate transactions. Personal Information may be disclosed to prospective or actual transaction parties and their advisers in connection with a merger, acquisition, financing, reorganization, bankruptcy, or sale of assets, subject to applicable law and appropriate confidentiality and use restrictions. 

The disclosures described here do not authorize us to combine Client Information across Clients or use it independently or contrary to our Client agreements or applicable law. Any other disclosure requiring your consent will be made only after that consent is obtained. 

Targeted Advertising

We disclose online identifiers, cookie data, device information, and browsing or other electronic-network activity to advertising and analytics partners to display and measure relevant advertisements, including across Websites or Services over time. These disclosures can constitute a sale or sharing under California law or targeted advertising under other state laws even when no money is exchanged. Such identifiers remain Personal Information even if they do not include your name. 

You can opt out of sale, sharing, and targeted advertising through the privacy choices described under U.S. State Privacy Rights. Where consent is required, we obtain it before the relevant processing, and you can withdraw it through cookie settings. 

Industry advertising choices are also available through the Digital Advertising Alliance at https://youradchoices.com/ and the European Interactive Digital Advertising Alliance at https://www.youronlinechoices.com/. These tools cover participating companies and are additional to the choices we provide. 

Your cookie choices may apply only to the browser or device used. If you clear cookies or use another browser or device, you may need to renew those choices. Legally recognized opt-out signals are handled as described below. Opting out of targeted advertising does not necessarily stop all advertising. 

Social network features. Embedded social-network tools may send their providers identifiers, device and browser details, IP addresses, and the page visited, including when a feature loads. We apply the relevant consent requirements before enabling such tracking. The provider’s privacy notice explains its own processing. 

Where We Process Personal Information

Our operations and providers process Personal Information in the United States and other countries, including Australia, Canada, the EEA, India, the Philippines, and the UK. Applicable locations depend on the Services and activity. See International Data Transfers for the safeguards used.

You can contact privacy@connectwise.com to request access, correction, deletion, or other applicable rights concerning information we control. Account settings may also allow you to update certain information. The regional sections below explain additional rights and how to exercise them.

Data Integrity and Purpose Limitation

We limit Personal Information to what is relevant for the processing purposes and use it only in ways compatible with the purposes for which it was collected or subsequently authorized. We take reasonable steps to keep it reliable for its intended use, accurate, complete, and current. We apply the applicable DPF Principles for as long as we retain information received in reliance on the DPF.

Information Retention

We retain Personal Information only as long as reasonably necessary for the disclosed purposes, subject to applicable law. We determine retention by the type and sensitivity of the information, the account or relationship lifecycle, the purpose for which it is needed, legal and recordkeeping requirements, and the time needed to resolve disputes or establish legal claims. 

For contact, account, professional, and commercial records, we consider the duration of the relationship and required transaction or tax records. For support communications, feedback, and recordings, we consider resolution of the enquiry and the justified support or quality-review period. For credentials, logs, usage data, and approximate location, we consider account access, troubleshooting, and the period needed to investigate security issues. For marketing preferences and inferences, we consider the continuing relevance of the information and your choices; we may retain a minimal suppression record to honor an opt-out. Cookie retention is described in cookie settings. 

When information is no longer needed, we delete it or render it anonymous. Where immediate deletion from backup archives is not feasible, we isolate the information from ordinary use and protect it until deletion in accordance with our retention procedures, subject to legal preservation requirements.

User Choices

Use the unsubscribe link in a marketing email or contact privacy@connectwise.com to stop marketing communications. We may still send necessary account, transaction, security, or service messages. Advertising and cookie choices are managed separately as described above.

We take reasonable and appropriate technical and organizational measures to protect Personal Information against loss, misuse, unauthorized access, disclosure, alteration, and destruction, taking account of the risks and the nature of the information. These measures are designed to provide security appropriate to the processing. No method of transmission or electronic storage is completely secure; this does not limit our obligations under applicable law or the DPF Principles.

For transfers from the EEA, UK (including Gibraltar where applicable), or Switzerland, we rely on an applicable adequacy decision or other lawful transfer mechanism. We rely on the EU-U.S. DPF, its UK Extension, or the Swiss-U.S. DPF only where the receiving U.S. entity is actively certified for the relevant framework, the data and transfer are within its certification, and the relevant adequacy arrangement remains applicable. DPF certification does not cover every ConnectWise affiliate or every transfer to another country. Where required, we use the European Commission’s Standard Contractual Clauses, the UK Addendum or International Data Transfer Agreement, and Swiss adaptations, together with necessary supplementary measures. DPF participation does not replace a required controller–processor agreement or other GDPR obligations. Contact privacy@connectwise.com for the mechanism used for your information or a copy of relevant safeguards, with appropriate redactions. 

Legal Bases for Processing

For processing subject to the EU or UK GDPR, we rely on the purpose-specific bases below. Contractual necessity applies only where you are personally a party to the contract or ask us to take steps before entering one. A contract with your employer or another organization does not by itself provide that basis for processing your information. Where we rely on legitimate interests, we assess necessity and balance those interests against your rights and reasonable expectations. 

Communications and account support. For contact, account, and communications information, our legitimate interests are responding to enquiries, supporting users, and managing customer and prospect relationships. Where you contract personally with us, necessary processing to provide that service is based on the contract. 

Service delivery and product improvement. For relevant account, technical, usage, feedback, and inferred information, our legitimate interests are operating reliable Services, understanding functionality and demand, and improving or developing products. We rely on consent for any device access or related processing that requires it. Client Information processed solely on instructions remains subject to the Client’s processing arrangements. 

Events and recordings. For event registration and communications information, our legitimate interests are organizing and administering business events and responding to participants. A contract applies where you personally purchase an event service. For notified call or meeting recordings, we rely on consent where required; otherwise, our legitimate interests in documenting communications and providing support apply only where the recording is necessary and proportionate. 

Marketing and advertising. For contact details, preferences, online identifiers, and relevant activity or inferences, we rely on consent where required, including for consent-requiring tracking or electronic marketing. For permitted business marketing that does not require consent, our legitimate interest is informing business contacts about relevant offerings. You can object to direct marketing at any time. 

Payments. For billing, transaction, and payment information, we rely on contractual necessity where you contract personally with us; otherwise, our legitimate interests are administering organizational purchases and collecting payment. Applicable EEA or UK tax and accounting obligations provide a legal-obligation basis for required records. 

Security and legal matters. For information relevant to an incident, claim, or obligation, our legitimate interests are preventing fraud, securing accounts and systems, troubleshooting, and protecting legal rights. We rely on a legal obligation where processing is required by applicable EU, Member State, or UK law. A foreign legal demand does not automatically create that GDPR basis; we assess it under applicable law, including transfer restrictions. 

Where information is required by law or necessary to enter or perform a contract, we explain the requirement when collecting it and what happens if you do not provide it. For example, without necessary account or billing details, we may be unable to create an account or process a purchase. Optional marketing choices are separate from information necessary to provide the requested service. 

If you have questions about or need further information concerning the legal basis on which we collect and use your Personal Information, please contact us at privacy@connectwise.com. 

Information from other sources. Where the EU or UK GDPR requires notice for information obtained indirectly, we provide the required information within a reasonable period, no later than one month after obtaining it, or earlier at our first communication with you or first disclosure to another recipient, as applicable, unless a lawful exception applies.

Your Rights

Depending on applicable law and the processing involved, you may exercise the following rights by contacting privacy@connectwise.com. Rights are subject to applicable conditions and exemptions. 

Access and correction. You may request confirmation of processing, access to your Personal Information and related information, and correction of inaccurate or incomplete information. You may also request erasure or restriction where the legal conditions are met. Data portability applies where required, including to information you provided that is processed automatically on the basis of consent or a contract. 

Your right to object. You may object at any time to direct marketing, including related profiling, and we will stop that processing. Where processing relies on legitimate interests, you may object on grounds relating to your situation; we will stop unless an applicable legal ground permits us to continue. Use an email’s unsubscribe link or contact privacy@connectwise.com. 

Withdrawal of consent. You can withdraw consent at any time using the relevant settings or by contacting us. Withdrawal is as easy as giving consent and does not affect processing lawfully carried out before withdrawal. 

Complaints. You may complain to the competent supervisory authority. In the EEA, this includes the authority where you habitually reside, work, or consider an infringement occurred; contact details are at https://www.edpb.europa.eu/about-edpb/about-edpb/members_en. In the UK, contact the Information Commissioner’s Office at https://ico.org.uk/make-a-complaint/. In Switzerland, contact the Federal Data Protection and Information Commissioner at https://www.edoeb.admin.ch/. Our own complaints route is described below. 

For EU and UK GDPR rights requests, we respond without undue delay and normally within one month. Where the law permits an extension because of complexity or the number of requests, we notify you within the initial period and explain the reason; an extension may be up to two further months. We may request proportionate information to confirm identity, and any lawful adjustment to timing will be explained. Requests are ordinarily free; we charge or refuse only where the law permits. If we cannot act, we explain the reason and available complaint or judicial remedies. 

Automated decisions. We do not use solely automated processing to make decisions about you that produce legal or similarly significant effects in the activities covered by this Notice. Where applicable law grants rights concerning automated decisions or profiling, these include obtaining information, expressing your views, requesting human review, and contesting a decision. 

For Personal Information we process solely on a Client’s behalf, please contact the relevant data controller, which may be a Client or its customer. You may also contact privacy@connectwise.com. We assist the controller and respond or refer the request as required by our obligations. You may raise a complaint about our handling of DPF-covered information directly with us and use the DPF recourse mechanisms below.

Participation and Covered Entities 

ConnectWise, LLC and the U.S. subsidiaries listed in Schedule 1 comply with the EU-U.S. Data Privacy Framework (EU-U.S. DPF), the UK Extension to the EU-U.S. DPF, and the Swiss-U.S. Data Privacy Framework (Swiss-U.S. DPF), as set forth by the U.S. Department of Commerce. ConnectWise, LLC has certified to the Department of Commerce that it adheres to the EU-U.S. DPF Principles with regard to the processing of personal data received from the European Union and European Economic Area in reliance on the EU-U.S. DPF and from the United Kingdom (and Gibraltar) in reliance on the UK Extension. ConnectWise, LLC has certified that it adheres to the Swiss-U.S. DPF Principles with regard to the processing of personal data received from Switzerland in reliance on the Swiss-U.S. DPF. If this Privacy Notice conflicts with the applicable DPF Principles, the DPF Principles govern. To learn more and view our certification, visit https://www.dataprivacyframework.gov/list and search for ConnectWise, LLC. 

Information and Processing Covered 

We subject all Personal Information received in reliance on the applicable DPF to its Principles, including information we control and covered Client Information processed on Clients’ behalf. This DPF section covers non-HR information in the activities described in this Notice; it does not describe ConnectWise’s own employment-related HR processing. The protections apply to the covered information regardless of the individual’s nationality or residence. 

For our controller activities, the types of information, sources, purposes, and recipient categories are described under How We Collect Use and Share Personal Information. Covered Client Information may include contact details, account and device identifiers, communications, files, and other Personal Information that Clients or their users provide, store, back up, or make accessible through the Services. Its content depends on the Client and Service. We process it to provide, secure, maintain, and support the contracted Services under the applicable agreement and lawful instructions. Recipients include authorized affiliates and service providers supporting those purposes, and lawful disclosures described above, subject to the safeguards below. 

Choices About Use and Disclosure 

For covered information, we provide clear, conspicuous, and readily available means to opt out before disclosure to a third party acting as an independent controller or use for a purpose materially different from the purpose for which it was collected or subsequently authorized. Email privacy@connectwise.com to exercise this choice. Marketing unsubscribe links and Website cookie and advertising settings provide additional choices for the relevant processing. We honor the choice before the relevant use or disclosure; contact us if you need assistance. Disclosure to an agent working on our behalf and under our instructions does not require a separate DPF opt-out, but requires the applicable contractual safeguards. Any exceptions are limited to those permitted by the DPF Principles. 

For sensitive covered information, we obtain affirmative express consent before disclosure to a third party or use for a purpose other than that for which it was collected or subsequently authorized, except as permitted by the DPF Principles. This includes health, racial or ethnic origin, political opinions, religious or philosophical beliefs, trade-union membership, sex-life information, and information identified and treated as sensitive by its source. We also treat genetic data, biometric data used for unique identification, sexual-orientation information, and criminal-offence data as sensitive where identified and treated as sensitive by the source, including for UK Extension transfers, or where required by applicable law. DPF choice does not replace GDPR legal-basis requirements, consent required for cookies or electronic marketing, or additional protections for special-category or criminal-offence data. 

Onward Transfers and Responsibility 

For onward transfers to independent controllers, we apply the Notice and Choice Principles and require contracts limiting processing to specified purposes consistent with your consent, providing the same protection as the Principles, and requiring notice if the recipient cannot maintain that protection, followed by cessation or remediation. For agents, contracts restrict processing to specified purposes, require equivalent protection and notice of inability to comply, and enable us to take reasonable steps to verify compliance and stop and remedy unauthorized processing. We provide relevant contractual privacy provisions to the Department of Commerce on request. Any alternative intra-group arrangements or exceptions must meet the Principles. 

ConnectWise remains responsible under the DPF Principles for covered information transferred to third-party agents acting on our behalf. We remain liable if an agent processes it inconsistently with the Principles unless we prove we are not responsible for the event giving rise to the damage. These safeguards apply to onward transfers outside the United States as well as within it. 

Access Correction and Deletion 

You may request access to covered Personal Information we hold about you and correction, amendment, or deletion of information that is inaccurate or processed in violation of the DPF Principles. Email privacy@connectwise.com or write to the Chief Compliance Officer at the address below. We may request reasonable identity verification. We respond within a reasonable period and explain any restriction permitted by the Principles, including where access would disproportionately burden us relative to the privacy risks or violate another person’s rights. Any fee must be reasonable and permitted by applicable law. GDPR rights requests remain subject to the timing and ordinarily free response described under Your Rights. For covered Client Information, we assist the controller; our DPF complaint route remains available directly to you. 

Complaints and Independent Recourse 

In compliance with the applicable DPF Principles, we commit to resolve complaints about our collection and use of covered Personal Information. First contact privacy@connectwise.com or the Chief Compliance Officer, ConnectWise, LLC, PO Box 172100, Tampa, FL 33672 USA. We respond to DPF complaints within 45 days of receipt. This complaint deadline does not extend a shorter applicable deadline for a privacy-rights request. 

In compliance with the EU-U.S. DPF and the UK Extension to the EU-U.S. DPF and the Swiss-U.S. DPF, ConnectWise commits to cooperate and comply respectively with the advice of the panel established by the EU data protection authorities (DPAs) and the UK Information Commissioner’s Office (ICO) and the Swiss Federal Data Protection and Information Commissioner (FDPIC) with regard to unresolved complaints concerning our handling of personal data received in reliance on the EU-U.S. DPF and the UK Extension to the EU-U.S. DPF and the Swiss-U.S. DPF. 

These mechanisms do not limit your right to complain to a competent data protection authority or other rights under applicable law. 

Binding Arbitration and Enforcement 

For eligible residual DPF claims, and after using the free independent recourse mechanism provided through JAMS, you may invoke binding arbitration under the conditions in Annex I of the applicable DPF Principles. Before doing so, raise the complaint with us, use the JAMS independent recourse mechanism, and raise it through your competent data protection authority to the Department of Commerce, allowing the prescribed opportunities to resolve it. Deliver notice of your intention to arbitrate to privacy@connectwise.com. The DPF Panel can award individual nonmonetary relief, such as access, correction, or deletion; the Annex I conditions and exclusions apply. Information is available at https://www.dataprivacyframework.gov/. 

ConnectWise, LLC and the covered U.S. subsidiaries are subject to the investigatory and enforcement powers of the U.S. Federal Trade Commission regarding DPF compliance. We may be required to disclose covered Personal Information in response to lawful requests by public authorities, including to meet national security or law-enforcement requirements. 

ConnectWise complies with the Australian Privacy Principles as set out in the Privacy Act 1988 (“Privacy Act”) regarding the collection, storage, use and disclosure of Personal Information from Australian users. 

In addition to the uses set out under How We Use Personal Information, we may use your information for a related secondary purpose that you would reasonably expect, where permitted by the Australian Privacy Act. For DPF-covered information, the applicable DPF protections, including choice and sensitive-information requirements, also apply. 

Where the Australian Privacy Act applies, we take the reasonable steps required by Australian Privacy Principle 8 before disclosing Personal Information to an overseas recipient, unless a lawful exception applies. The countries identified under Where We Process Personal Information include destinations for these disclosures. This Privacy Notice does not itself constitute consent to waive Australian cross-border protections. 

If you are a user in Australia and wish to access, correct, or update your information, ConnectWise may refuse a request only where the Privacy Act permits it

.

Our Websites and Services are intended for business use and are not directed to children. We do not knowingly collect Personal Information directly from children under 13 through these controller activities. If you believe a child has provided such information, contact privacy@connectwise.com so we can investigate and delete it as required. Client Information processed on behalf of a Client remains subject to that Client’s instructions and applicable law.

ConnectWise Websites do not respond to general browser “Do Not Track” signals. These are different from legally recognized opt-out preference signals, such as Global Privacy Control, which we honor where required as described under U.S. State Privacy Rights.

California residents and eligible residents of other US states have rights under applicable privacy laws. Coverage and exceptions vary, including for business contacts and employees. California’s former general exemption for business-to-business contact information has expired; we do not rely on it to deny California rights. This section concerns information we process as a business or controller. 

Categories and sources. During the preceding 12 months, the categories collected in the activities covered by this Notice are described below. Sources include you, your organization, your devices and browsers, Clients and partners, business-information providers and public business sources, and service providers, as explained above. 

Identifiers and personal information described in California Civil Code section 1798.80(e). Examples include names, contact details, account identifiers, online identifiers, and relevant billing or payment information. We use them for accounts, communications, transactions, support, security, and permitted marketing. Business-purpose recipients include affiliates and hosting, account-management, support, communications, payment, and security providers. Online identifiers are also disclosed to advertising and analytics partners for advertising as described below. 

Commercial information. Purchase, subscription, transaction, and invoice records are used to administer Services, billing, support, and business relationships. Business-purpose recipients include affiliates, account-management and payment providers, support providers, and professional advisers. 

Professional or employment-related information. Business affiliation, job role, and business contact details are used to manage business relationships, support, events, and permitted marketing. Business-purpose recipients include affiliates and account-management, communications, support, and event providers. 

Internet or other electronic-network activity information. Device, browser, cookie, usage, and log information is used to operate, troubleshoot, secure, analyze, and improve Websites and Services and support advertising choices. Business-purpose recipients include affiliates and hosting, IT, security, and analytics providers. Advertising and analytics partners also receive activity information for advertising as described below. 

Geolocation data. Approximate location inferred from an IP address is used to understand use, operate Services, and help protect security. Business-purpose recipients include affiliates and hosting, IT, security, and analytics providers. An IP address shared for advertising can also reveal approximate location. We do not collect precise geolocation for the controller activities described here. 

Audio electronic visual or similar information. Support correspondence, submitted content, and notified call or meeting recordings are used for communications, support, and appropriate service improvement. Business-purpose recipients include affiliates and communications, meeting, hosting, and support providers. 

Inferences drawn from other Personal Information. Business preferences, interests, and usage insights are used for relationship management, relevant recommendations, and service improvement. Business-purpose recipients include affiliates and account-management and analytics providers. 

Sensitive personal information. Account login information combined with credentials permitting account access is used for authentication, account delivery, and security. Business-purpose recipients include affiliates and identity, hosting, IT, and security providers. We do not use or disclose sensitive personal information to infer characteristics about you or for purposes outside those permitted without a right to limit under California law. 

These categories are disclosed for the business purposes identified above to relevant service providers or contractors. Relevant categories may also be disclosed to professional advisers, public authorities, and corporate-transaction parties in the circumstances described under How We Disclose Personal Information. We limit disclosures to information relevant to the purpose. The criteria under Information Retention apply to each category, including sensitive information. 

Sale sharing and targeted advertising. We do not sell Personal Information for money. During the preceding 12 months, we have disclosed online identifiers, cookie data, device information, and internet or electronic-network activity to advertising and analytics partners for advertising and measurement. These disclosures may constitute sale or sharing under California law or targeted advertising under other state laws. IP addresses included in those disclosures may reveal approximate location. We do not sell or share the other categories described above for cross-context behavioral advertising. 

To opt out of sale, sharing, or targeted advertising, use the Website privacy-choice control labeled “Do Not Sell” or “Customize Choices,” or email privacy@connectwise.com. You do not need to create an account or verify your identity to opt out of sale or sharing. We may request only information needed to apply the choice. For California requests, we act as soon as feasible and no later than 15 business days; shorter applicable deadlines take priority. 

You may also enable Global Privacy Control in a supporting browser or extension; information is available at https://globalprivacycontrol.org/. Where required, we treat a recognized signal as an opt-out for the sending browser or device and any associated consumer profile. If we can identify you, including when you are logged in, we apply it to the associated account and other information, including offline sale or sharing, to the extent required by law. You do not need to supply additional information for us to honor the signal at browser or device level. 

Your rights may include the following, depending on applicable law: 

Confirm whether ConnectWise processes your Personal Information and obtain access to or a portable copy of that information; 

Request correction of inaccurate Personal Information; 

Request deletion of Personal Information, subject to applicable exceptions; 

Know the categories and specific pieces of information collected, sources, purposes, and categories of recipients, including information sold, shared, or disclosed; and obtain a list of specific third parties receiving information where state law grants that right. 

Opt out of sale, sharing, targeted advertising, or profiling used for decisions with legal or similarly significant effects. Where applicable, obtain an explanation of such profiling, question its result, review or correct the data used, and request reconsideration or human review. 

Limit certain uses and disclosures of sensitive Personal Information where applicable; 

Withdraw consent where processing is based on consent; and 

Exercise privacy rights without unlawful discrimination or retaliation. 

How to exercise your rights. Email privacy@connectwise.com or use the privacy-request mechanism on our Website. Please identify the right you wish to exercise and provide sufficient information to locate your records. For requests requiring verification, we match information against existing records or use your authenticated account and request additional information only when reasonably necessary. We use verification information only for permitted verification, security, and compliance purposes. We do not require an account to make a request and do not apply identity verification to sale or sharing opt-outs. 

We respond within the period required by applicable state law, generally 45 days for access, correction, and deletion requests. Where an extension is permitted, we notify you of the reason within the initial period. California requests to know, delete, or correct are acknowledged within 10 business days. Opt-outs and consent withdrawals are handled within the applicable, often shorter, deadlines. We explain any denial and available appeal rights. Requests are free to the extent required by law. 

Authorized agents. An authorized agent may submit a request through the same channels where permitted by law. For requests requiring verification, we may request signed permission and ask you to verify your identity or authorization, subject to applicable exceptions such as a valid power of attorney. Opt-out requests through an agent follow the separate applicable rules; we do not require identity verification of the consumer for California sale or sharing opt-outs. 

Appeals. If we deny a request and your state provides an appeal right, email privacy@connectwise.com with “Privacy Rights Appeal” and the reason for your appeal. We review the decision and provide a written explanation within your state’s deadline, generally no later than 45 days, subject to any extension allowed by that law. If an appeal is denied, our response will explain how to contact your state attorney general or other competent regulator to complain. 

California “Shine the Light.” California Civil Code Section 1798.83 permits eligible California residents with an established business relationship to request certain information about disclosures of Personal Information to third parties for those third parties' direct-marketing purposes. You may submit one request per calendar year by emailing privacy@connectwise.com with “Request for California Privacy Information” in the subject line and providing sufficient information to identify you. 

Nevada residents may direct us not to sell covered information as defined by Nevada law by emailing privacy@connectwise.com, our designated request address. We respond within the Nevada statutory period, ordinarily 60 days, with a permitted 30-day extension if reasonably necessary and notified. Nevada’s definition of sale differs from California’s. 

Minors. We do not have actual knowledge that we sell or share Personal Information of consumers under 16. We do not conduct sale, sharing, targeted advertising, or profiling involving minors where prohibited by applicable law.

We review this Privacy Notice and update it when our practices or applicable requirements change, including at least annually for California disclosures. We post the updated Notice and change the date above. Where required, we give additional notice before materially different processing and obtain any required consent. Posting a revised Notice does not itself constitute your consent.

Data Protection Officer. ConnectWise's UK Data Protection Officer is Fieldfisher LLP. ConnectWise's EU Data Protection Officer is Considerati B.V. Please use the contact details below to contact the Data Protection Officer. 

For questions, privacy-rights requests, or complaints, email privacy@connectwise.com. To contact our Data Protection Officer, state “For the Data Protection Officer” in your message. You may also write to the address below or request an accessible alternative format of this Notice. 

Postal contact 

Chief Compliance Officer | ConnectWise, LLC | PO Box 172100 | Tampa, FL 33672 USA 

UK data protection complaints. You can complain about our handling of your Personal Information by email or post using the details above. We acknowledge a UK data protection complaint within 30 days, take appropriate steps to investigate and respond without undue delay, keep you informed of progress, and communicate the outcome. You may also complain to the ICO using the link under Your Rights. 

DPF complaints. The Data Privacy Framework Policy above explains our initial complaint route, 45-day response commitment, free independent recourse through JAMS for covered non-HR information, and binding-arbitration conditions. You may use these channels for complaints about our handling of covered Client Information as well as information we control. 

EEA, UK, and Swiss representative. ConnectWise’s representative is DataRep. You may contact privacy@connectwise.com to request the applicable representative contact details or to have your correspondence directed to the representative. 

Australian complaints. If your complaint remains unresolved, you may contact the Office of the Australian Information Commissioner at https://www.oaic.gov.au/privacy/privacy-complaints, by telephone on 1300 363 992 (outside Australia, +61 2 9284 9749), or by post to GPO Box 5218, Sydney NSW 2001. 

U.S. subsidiaries covered under ConnectWise, LLC’s Data Privacy Framework certification 

Continuum Managed Services Holdco LLC; Perch Security, Inc.; StratoZen, Inc. 

ConnectWise, LLC is the certifying organization. ConnectWise Ltd. and other entities are not covered by this certification merely because they are ConnectWise affiliates. The official Data Privacy Framework List identifies the current covered entities, active frameworks, and certified data scope.