Gibraltar Customer Experience Improvement Program
We are passionate about providing reliable and useful tools - that just work for
you in the real world. We use our Customer Experience Improvement Program
(CEIP), along with our own internal testing and direct customer feedback to make
sure we're achieving that goal.
If you elect to participate in the CEIP, the session data recorded by some of our
tools (see below for a listing) will be sent to us securely and in the background.
Participation is voluntary and your choice will not affect your ability to get support
from us. We encourage you to participate so that everyone can benefit from
what we can learn by seeing the widest set of user experience data possible.
What Information is Collected for the CEIP
We gather Gibraltar session data only for a select set of Gibraltar executables:
- Gibraltar Analyst: The main application for viewing and summarizing
data.
- Gibraltar Packager: A utility used to gather Gibraltar data for your
analysis.
- Gibraltar Hub Server: Server software to host a private Gibraltar Hub
The Gibraltar Agent collects detailed information only about the processes listed
above and summary information about the computer that it is running on. No
information about other applications running or just installed is collected.
None of the session data for applications you monitor with Gibraltar is ever collected,
nor is usage information from the Gibraltar Agent collected.
The CEIP program only affects computers where Gibraltar Analyst or Gibraltar Hub
Server are installed and will not operate where only the redistributable parts of
Gibraltar are being used.
Who can access the data?
The data gathered from your participation in the CEIP is only accessed by the Gibraltar
development team and its affiliated employees, including those of eSymmetrix, Inc
(the owners of Gibraltar Software). In the event of problems with third party
software incorporated into Gibraltar certain error statistics and de-identified
information (such as operating system or call pattern) may be provided to those
third parties to assist in resolving issues. This information will be anonymized
to ensure it can not be used to identify you.
This data is used solely by Gibraltar Software and its parent company eSymmetrix,
Inc. It is not shared, traded, or sold to third parties.
Can I change my Opt In or Opt Out decision?
Yes. At any time you can select Customer Feedback Options from the Gibraltar
Analyst Help menu and change your decision. If you opt out then data will
stop being submitted within seconds.
How is my privacy protected if I participate?
The CEIP data does not include your name, address, phone number, or other contact
information. The Gibraltar Agent generates a globally unique identifier (GUID)
on your computer to uniquely identify it. This GUID is randomly assigned and
does not contain any personal information. This allows us to see continuity
of issues on a single system without requiring other identifiers.
The host name of your computer and the windows user name of the user running the
affected application is recorded and sent. To the extent that these individual
identifiers are received, we do not use them to identify or contact you.
If information gathered from the CEIP is ever published beyond the authorized users
it is as highly derived, summary data that can not be related to a specific user
or company.
Disclosure as required by law
Information that is collected by or sent to Gibraltar Software may be stored and
processed in the United States or any other country in which eSymmetrix, Inc. or
its affiliates, subsidiaries, or agents maintain facilities. Esymmetrix may
disclose this information if required to do so by law or in the good faith belief
that such action is necessary to: (a) conform to the edicts of the law or comply
with legal process served on eSymmetrix or the site; (b) protect and defend the
rights or property of eSymmetrix and its family of websites, or (c) act in urgent
circumstances to protect the personal safety of eSymmetrix employees, users of eSymmetrix
software or services, or members of the public.
For More Information
If you'd like a clarification on what we use the CEIP data for, this policy,
or any related item please
Contact Us.