SLA
Support Level Agreement
You will get support from the talented engineers and designers behind ShortPoint technology. 99% of our requests are answered within 24 hours. Support is unlimited! Our support is automated, tracked, monitored and powered by FreshDesk.
- Support Level Agreement
- Coverage of Support
- Hours of Availability
- Support Channels
- Software Defects
- Definition
- Minor Software Defects
- Major Software Defects
- Response Times
- Response Time
- Expert Opinion
- Other Requests
- Software Defect Closure
- Troubleshooting Methods
- Browser Console File
- Site Sharing
- Online Meeting
- Screenshots and Screen Recordings
- Extract of ShortPoint Data From SharePoint Page
- Maintenance and Upgrades
- Schedule
- Software Maintenance Rules
- Exclusions
- Reporting Errors not related to ShortPoint
- ShortPoint shall have no obligation to support
- Product Change Requests
- Hardware Exclusion
- Third-Party Exclusion
How to use ShortPoint Product
UI Design and UX consultation
ShortPoint Issues and bug fixes
Help in installing ShortPoint upgrades
Notifications about new releases, webinars, and new features
Submit Issues and Inquiries by sending email to support@shortpoint.com
Manuals, Documentation, and release notes: support.shortpoint.com
ShortPoint will provide Support to a customer where appropriate, the support includes the below actions:
Receiving technical questions.
Analyzing respective technical issues and providing accurate answers to the customer.
Assist in solving issues concerning the operations and use of the product that a customer cannot resolve.
Solving all other related technical problems.
We are expanding our availability as we grow. If anything is considered urgent, we will respond as quickly as we possibly can.
Dubai Team 1:00 am to 9:00 am (ET) Monday through Thursday
Ukraine Teams 2:00 am to 10:00 am (ET) Monday through Thursday
US Team 9:00 am to 5:00 pm (ET) Monday through Thursday
If the end user has found an issue or wants to get help with his/her questions, he/she can refer to the following support channels:
Online Support Center: https://support.shortpoint.com
Open Ticket: https://support.shortpoint.com/support/tickets/new
E-mail: support@shortpoint.com
Public Discussions: https://support.shortpoint.com/support/discussions
Knowledge Base: https://support.shortpoint.com/support/solutions
Website: https://shortpoint.com/help/
Live Chat: https://support.shortpoint.com
A Software Defect is defined as any functionality, behavior, or a feature found in the software that produces unexpected behavior(s), or a feature defined in good faith to the intention of the Scope of Work or any supporting documentation delivered by ShortPoint for the Software.
A Software Defect that is not critically impacting the customer’s business productivity will be considered a Minor Software Defect.
A Software Defect that is critically impacting the customer’s business productivity will be considered a Major Software Defect. For example, Major Software defects may lead to the following effects:
The solution hangs, aborts, is inoperable, or customer is unable to perform essential business functions using the software, or
There is unrecoverable data loss, or
The solution executes instructions but incorrect results are encountered.
All requests will be responded to with a confirmation of receipt of the request within one hour.
A ShortPoint Customer Support Expert will respond to a Software Defect report within one (1) business day of receiving the request. All business days should be counted within the predefined “Hours of Availability” schedule.
Resolutions will be included in one of ShortPoint’s future product releases. The release date will be decided on by ShortPoint, and the Customer will be informed about the decision. A workaround will be provided to the Customer whenever possible and the Customer will be updated every time new information regarding the fix is available.
A request determined to be a Major Software Defect by a ShortPoint Customer Support Expert will be investigated within two (2) business days from the date that the Support Expert responded to the request.
A workaround will be provided to the Customer whenever possible. If no workarounds are available, a hotfix that will exclusively deal with the defect will be provided as soon as possible, the turnaround time for this may depend on the available capacity at ShortPoint and the complexity of the defect. Customers will be updated every time new information regarding the fix is available.
ShortPoint Customer Support Experts will respond to requests that are stated to be a Major Software Defect within one (1) business day of receiving the request. All business days should be counted within the predefined “Hours of Availability” schedule.
SharePoint On-Premise (2013/2016) will have two releases per calendar year. All minor defects will be included on either one of the planned releases. Customers will be informed about the decision. Customers will be kept updated every time when the new information regarding the fix is available, and if they cannot wait until the release date that ShortPoint has committed to. A workaround will be provided to the Customer whenever possible.
A request determined to be a Major Software Defect by a ShortPoint Customer Support Expert will be investigated within two (2) business days from the date that the Support Expert responded to the request.
A workaround will be provided to the Customer whenever possible. If a workaround is not possible, the request will be escalated to the Customer Support Manager for further analysis. The Support Manager will treat each defect case-by-case and decide on the next possible steps to provide the Customer with the best available solution.
Requests that are stated to be a Major Software Defect but determined to be a Minor Software Defect by a ShortPoint Support Expert will follow the provisions defined under Section Minor Software Defects.
All other requests will be responded to within three (3) business days. All business days should be within the predefined “Hours of Availability” schedule.
The failure of the Customer to provide all and any necessary requested information (by any requested means) may hinder ShortPoint’s ability to bring resolutions to issues in a timely manner.
All parties involved must make timely efforts. If communications from the customer ceases without notice for five (5) consecutive business days. ShortPoint may upon notice close the respective software defect due to inactivity on the part of the customer. A software defect may be reopened within thirty (30) consecutive days after closure. Once the defect has been closed for 30 consecutive days, this issue will be considered permanently closed and it cannot be reopened. A new software defect will be opened if further work is necessary, and all relevant materials may need to be resubmitted before work can continue.
Whenever an issue(s) occurs on a customer’s environment, the following methods can be followed to troubleshoot the issue(s):
We ask the customer to provide us with the browser Console Log File, This file will contain all the possible Errors and Warning, these errors and warnings will provide the Support Expert with a better understanding of what the issue could be.
In cases where ShortPoint is installed into a cloud platform (SAP Cloud, Microsoft 365 and SharePoint Online), we may ask the customer if it is appropriate to provide the ShortPoint Support Experts with temporary access to the site page or pages that contains the incident(s), so they can troubleshoot the issue on the spot without constantly asking the customer for more information about the issue. Providing Support Experts with a ShortPoint license will never be required. A dedicated email account will be shared with the customer through a Support Ticket so they can share that Site or Page with the Support Experts.
If all kinds of log files did not help, ShortPoint Support Experts might request a quick online screen sharing meeting to investigate the issue(s) further. During the online meeting, the customer might be asked to grant remote access to let our Support Expert gather more information about the incident. Also, while screen sharing is active, the Support Expert might take a few screenshots after asking the customer for his/her permission to share such information. The Support Experts will in most cases send the customer a Calendly link containing his/her availability so the customer can schedule a meeting.
Customer Support Experts will ask for permission to take screenshots and/or screen recordings. After the permission is granted by the customer, screenshot or recordings of how the issue was reproduced in the customer’s environment will be taken so it can provide the Support Expert with the necessary helpful information needed to investigate the issue further. The Support Experts may also request for this information via the created support ticket.
Requesting a copy of the customer’s page and Theme Builder export can be helpful in assisting the Customer Support Experts reproduce the issue(s) experienced. The Support Expert will be able to get the following data from the extract:
HTML copy containing all ShortPoint Elements and Generated Elements
Theme Builder Customizations
New major release notification will be sent to the customer on a quarterly basis or whenever available.
Software maintenance provides access to modifications, corrections, and/or updates to the software; including as the case may be:
Hotfixes, Feature Releases/Major Upgrades and Defects/Bug fixes provided to the Customer primarily through the ShortPoint website or by any other means deemed appropriate by ShortPoint;
The right for the Customer to receive all new releases of the software. These releases are intended to correct errors, support new releases of SAP Portal and SharePoint with which the software is designed to operate, add significant functional capabilities or provide other incidental updates and/or corrections.
Upon working on the software defect, if at any point ShortPoint believes that a problem reported by Customer may not be due to an error in the product, ShortPoint will notify Customer of such a fact without any delay.
In cases where a customer is using a shared admin or system account as a ShortPoint user account to allow multiple employees as a workaround to avoid purchasing more than one ShortPoint User License. Such a case(s) may result in the suspension of ShortPoint Support and license(s).
Altered, damaged or modified products or any portion of the product incorporated with or within other third-party software(s) not specifically approved by the vendor of the software.
Product that is not the current major or maintenance release.
Custom code components added to the product.
Product problems caused by the customer’s negligence, misuse, or misapplication use of the product other than as specified in the software user manual, or in any other causes beyond the control of ShortPoint.
Product installed on any computer hardware that is not supported by the software.
Product not purchased from ShortPoint or Authorized Partners and resellers
For Infinity licenses: Customer support and maintenance plan has expired without renewal.
For OnDemand licenses: Customer does not have a valid OnDemand license or did not renew.
In cases where the customer’s installed version of the Product is not the current/latest release available on the ShortPoint website.
In cases where there is a modification of the software base code, custom code, security policy configuration, audits and security design.
When support or troubleshooting of base server and/or OS installation is needed.
When SharePoint, Microsoft 365, SAP and Microsoft Teams configurations, development, administration and installations are needed, or when there are any tasks that are not related to ShortPoint in any way.
In cases where issues arise due to Internet Explorer being used for Development or Installation Purposes.
Customers can request for new features using this link. Then the ShortPoint team will evaluate and accept or reject the new request.
Excludes physical hardware, physical networking components and pre-existing software that the software interacted with to provide functionality but was not created, provided, or deployed by ShortPoint to the environment where the Software operates.
Excludes any third-party services that the software interacts with to provide functionality that is operated by the third-party service providers.
Privacy collects some Personal Data from its Users.
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ShortPoint Inc is the owner of www.shortpoint.com and demos.shortpoint.com, jobs.shortpoint.com and all subdomains of shortpoint.com websites. Our address is 1327 JONES DRIVE, ANN ARBOR MI 48105 USA.
Owner contact email: privacy@shortpoint.com
Among the types of Personal Data that ShortPoint collects, by itself or through third parties, there are: Cookies; Usage Data; email address; first name; last name; phone number; profession; state; country; city; address; company name; Data communicated while using the service; unique device identifiers for advertising (Google Advertiser ID or IDFA, for example); ZIP/Postal code; profile picture; workplace; website; number of employees; billing address; answers to questions; clicks; keypress events; motion sensor events; mouse movements; scroll position; touch events.
Complete details on each type of Personal Data collected are provided in the dedicated sections of this privacy policy or by specific explanation texts displayed prior to the Data collection.
Personal Data may be freely provided by the User, or, in case of Usage Data, collected automatically when using ShortPoint.
Unless specified otherwise, all Data requested by ShortPoint is mandatory and failure to provide this Data may make it impossible for ShortPoint to provide its services. In cases where ShortPoint specifically states that some Data is not mandatory, Users are free not to communicate this Data without consequences to the availability or the functioning of the Service.
Users who are uncertain about which Personal Data is mandatory are welcome to contact the Owner.
Any use of Cookies – or of other tracking tools – by ShortPoint or by the owners of third-party services used by ShortPoint serves the purpose of providing the Service required by the User, in addition to any other purposes described in the present document and in the Cookie Policy, if available.
Users are responsible for any third-party Personal Data obtained, published or shared through ShortPoint and confirm that they have the third party's consent to provide the Data to the Owner.
Methods of processing
The Owner takes appropriate security measures to prevent unauthorized access, disclosure, modification, or unauthorized destruction of the Data.
The Data processing is carried out using computers and/or IT enabled tools, following organizational procedures and modes strictly related to the purposes indicated. In addition to the Owner, in some cases, the Data may be accessible to certain types of persons in charge, involved with the operation of ShortPoint (administration, sales, marketing, legal, system administration) or external parties (such as third-party technical service providers, mail carriers, hosting providers, IT companies, communications agencies) appointed, if necessary, as Data Processors by the Owner. The updated list of these parties may be requested from the Owner at any time.
Legal basis of processing
The Owner may process Personal Data relating to Users if one of the following applies:
Users have given their consent for one or more specific purposes. Note: Under some legislations the Owner may be allowed to process Personal Data until the User objects to such processing (“opt-out”), without having to rely on consent or any other of the following legal bases. This, however, does not apply, whenever the processing of Personal Data is subject to European data protection law.
provision of Data is necessary for the performance of an agreement with the User and/or for any pre-contractual obligations thereof.
processing is necessary for compliance with a legal obligation to which the Owner is subject.
processing is related to a task that is carried out in the public interest or in the exercise of official authority vested in the Owner.
processing is necessary for the purposes of the legitimate interests pursued by the Owner or by a third party.
In any case, the Owner will gladly help to clarify the specific legal basis that applies to the processing, and in particular whether the provision of Personal Data is a statutory or contractual requirement, or a requirement necessary to enter into a contract.
Place
The Data is processed at the Owner's operating offices and in any other places where the parties involved in the processing are located.
Depending on the User's location, data transfers may involve transferring the User's Data to a country other than their own. To find out more about the place of processing of such transferred Data, Users can check the section containing details about the processing of Personal Data.Users are also entitled to learn about the legal basis of Data transfers to a country outside the European Union or to any international organization governed by public international law or set up by two or more countries, such as the UN, and about the security measures taken by the Owner to safeguard their Data.
If any such transfer takes place, Users can find out more by checking the relevant sections of this document or inquire with the Owner using the information provided in the contact section.
Retention time
Personal Data shall be processed and stored for as long as required by the purpose they have been collected for.
Therefore:
Personal Data collected for purposes related to the performance of a contract between the Owner and the User shall be retained until such contract has been fully performed.
Personal Data collected for the purposes of the Owner’s legitimate interests shall be retained as long as needed to fulfill such purposes. Users may find specific information regarding the legitimate interests pursued by the Owner within the relevant sections of this document or by contacting the Owner.
The Owner may be allowed to retain Personal Data for a longer period whenever the User has given consent to such processing, as long as such consent is not withdrawn. Furthermore, the Owner may be obliged to retain Personal Data for a longer period whenever required to do so for the performance of a legal obligation or upon order of an authority.
Once the retention period expires, Personal Data shall be deleted. Therefore, the right of access, the right to erasure, the right to rectification and the right to data portability cannot be enforced after expiration of the retention period.
The Data concerning the User is collected to allow the Owner to provide its Service, comply with its legal obligations, respond to enforcement requests, protect its rights and interests (or those of its Users or third parties), detect any malicious or fraudulent activity, as well as the following: Remarketing and behavioral targeting, Interaction with external social networks and platforms, Analytics, Managing contacts and sending messages, Contacting the User, Displaying content from external platforms, Tag Management, Advertising, Managing support and contact requests, Content performance and features testing (A/B testing), Traffic optimization and distribution, Registration and authentication provided directly by ShortPoint, User database management, SPAM protection, Interaction with data collection platforms and other third parties and Hosting and backend infrastructure.
For specific information about the Personal Data used for each purpose, the User may refer to the section “Detailed information on the processing of Personal Data”.
Personal Data is collected for the following purposes and using the following services:
This type of service allows User Data to be utilized for advertising communication purposes. These communications are displayed in the form of banners and other advertisements on ShortPoint, possibly based on User interests. This does not mean that all Personal Data are used for this purpose. Information and conditions of use are shown below. Some of the services listed below may use Trackers to identify Users or they may use the behavioral retargeting technique, i.e. displaying ads tailored to the User’s interests and behavior, including those detected outside ShortPoint. For more information, please check the privacy policies of the relevant services. Services of this kind usually offer the possibility to opt out of such tracking. In addition to any opt-out feature offered by any of the services below, Users may learn more on how to generally opt out of interest-based advertising within the dedicated section "How to opt-out of interest-based advertising" in this document.
Google AdSense (Google Inc.)
Google AdSense is an advertising service provided by Google LLC or by Google Ireland Limited, depending on the location ShortPoint is accessed from. This service uses the “DoubleClick” Cookie, which tracks use of ShortPoint and User behavior concerning ads, products and services offered.
Users may decide to disable all the DoubleClick Cookies by going to: Google Ad Settings.
In order to understand Google's use of data, consult Google's partner policy.
Personal Data processed: Cookies; Usage Data.
Place of processing: US – Privacy Policy – Opt Out.
Redvertisement Ads (redvertisement GmbH)
Redvertisement is an advertising service provided by redvertisment GmbH.
Personal Data processed: Cookies; Usage Data.
Place of processing: Germany – Privacy Policy – Opt Out.
The services contained in this section enable the Owner to monitor and analyze web traffic and can be used to keep track of User behavior.
Google Analytics (Google Inc.)
Google Analytics is a web analysis service provided by Google LLC or by Google Ireland Limited, depending on the location ShortPoint is accessed from, (“Google”). Google utilizes the Data collected to track and examine the use of ShortPoint, to prepare reports on its activities and share them with other Google services.
Google may use the Data collected to contextualize and personalize the ads of its own advertising network.
Personal Data processed: Cookies; Usage Data.
Place of processing: US – Privacy Policy – Opt Out.
WordPress Stats (Automattic Inc.)
WordPress Stats is an analytics service provided by Automattic Inc. or by Aut O’Mattic A8C Ireland Ltd. depending on the location ShortPoint is accessed from.
Personal Data processed: Cookies; Usage Data.
Place of processing: US – Privacy Policy.
Google Analytics with anonymized IP (Google Inc.)
Google Analytics is a web analysis service provided by Google LLC or by Google Ireland Limited, depending on the location ShortPoint is accessed from, (“Google”). Google utilizes the Data collected to track and examine the use of ShortPoint, to prepare reports on its activities and share them with other Google services.
Google may use the Data collected to contextualize and personalize the ads of its own advertising network.
This integration of Google Analytics anonymizes your IP address. It works by shortening Users' IP addresses within member states of the European Union or in other contracting states to the Agreement on the European Economic Area. Only in exceptional cases will the complete IP address be sent to a Google server and shortened within the US.
Personal Data processed: Cookies; Usage Data.
Place of processing: US – Privacy Policy – Opt Out.
Facebook Ads conversion tracking (Facebook pixel) (Facebook, Inc.)
Facebook Ads conversion tracking (Facebook pixel) is an analytics service provided by Meta Platforms, Inc. or by Meta Platforms Ireland Limited, depending on the location ShortPoint is accessed from, that connects data from the Meta advertising network with actions performed on ShortPoint. The Facebook pixel tracks conversions that can be attributed to ads on Facebook, Instagram and Audience Network
Personal Data processed: Cookies; Usage Data.
Place of processing: US – Privacy Policy
Analytics collected directly (ShortPoint)
Google Analytics Advertising Reporting Features (Google Inc.)
Google Analytics on ShortPoint has Advertising Reporting Features activated, which collects additional information from the DoubleClick cookie (web activity) and from device advertising IDs (app activity). It allows the Owner to analyze specific behavior and interests Data (traffic Data and Users' ads interaction Data) and, if enabled, demographic Data (information about the age and gender).
Users can opt out of Google's use of cookies by visiting Google's Ads Settings.
Personal Data processed: Tracker; unique device identifiers for advertising (Google Advertiser ID or IDFA, for example); various types of Data as specified in the privacy policy of the service.
Place of processing: US – Privacy Policy – Opt Out.
HubSpot Analytics (HubSpot, Inc.)
HubSpot Analytics is an analytics service provided by HubSpot, Inc.
Personal Data processed: Cookies; Usage Data.
Place of processing: US – Privacy Policy – Opt Out.
Mailing list or newsletter (ShortPoint)
By registering on the mailing list or for the newsletter, the User’s email address will be added to the contact list of those who may receive email messages containing information of commercial or promotional nature concerning ShortPoint. Your email address might also be added to this list as a result of signing up to ShortPoint or after making a purchase.
Personal Data processed: address; city; company name; Cookies; country; email address; first name; last name; phone number; profession; state; Usage Data.
Phone contact (ShortPoint)
Users that provided their phone number might be contacted for commercial or promotional purposes related to ShortPoint, as well as for fulfilling support requests.
Personal Data processed: phone number.
The services contained in this section allow the Owner to track and analyze the User response concerning web traffic or behavior regarding changes to the structure, text or any other component of ShortPoint.
Google Optimize (Google Inc.)
Google Optimize is an A/B testing service provided by Google LLC or by Google Ireland Limited, depending on the location ShortPoint is accessed from, ("Google").
Google may use Personal Data to contextualize and personalize the ads of its own advertising network.
Personal Data processed: Cookies; Usage Data.
Place of processing: US – Privacy Policy.
Google Optimize 360 (Google LLC)
Google Optimize 360 is an A/B testing service provided by Google LLC ("Google").
This service allows the Owner to target groups of Users on the base of their past use of ShortPoint. Users that opt-out of tracking by Google Analytics will not be included in experiments created in Google Optimize 360.
Google may use Personal Data to contextualize and personalize the ads of its own advertising network.
Personal Data processed: Tracker; Usage Data.
Place of processing: United States – Privacy Policy.
This type of services allows you to view content hosted on external platforms directly from the pages of ShortPoint and interact with them.
This type of service might still collect web traffic data for the pages where the service is installed, even when Users do not use it.
YouTube video widget (Google Inc.)
YouTube is a video content visualization service provided by Google LLC or by Google Ireland Limited, depending on the location ShortPoint is accessed from, that allows ShortPoint to incorporate content of this kind on its pages.
Personal Data processed: Cookies; Usage Data.
Place of processing: US – Privacy Policy.
Wistia widget (Wistia, Inc.)
Wistia is a video content visualization service provided by Wistia, Inc. that allows ShortPoint to incorporate content of this kind on its pages.
Personal Data processed: Tracker; Usage Data.
Place of processing: US – Privacy Policy.
Video Vimeo (Vimeo, LLC)
Vimeo is a video content visualization service provided by Vimeo, LLC that allows ShortPoint to incorporate content of this kind on its pages.
Personal Data processed: Tracker; Usage Data.
Place of processing: US – Privacy Policy.
Google Maps widget (Google)
Google Maps is a maps visualization service provided by Google LLC or by Google Ireland Limited, depending on the location ShortPoint is accessed from, that allows ShortPoint to incorporate content of this kind on its pages.
Personal Data processed: Tracker; Usage Data.
Place of processing: US – Privacy Policy.
Google Fonts (Google Inc.)
Google Fonts is a typeface visualization service provided by Google LLC or by Google Ireland Limited, depending on the location ShortPoint is accessed from, that allows ShortPoint to incorporate content of this kind on its pages.
Personal Data processed: Tracker; Usage Data.
Place of processing: US – Privacy Policy.
This type of service has the purpose of hosting Data and files that enable ShortPoint to run and be distributed as well as to provide a ready-made infrastructure to run specific features or parts of ShortPoint. Some of these services work through geographically distributed servers, making it difficult to determine the actual location where the Personal Data are stored.
Amazon Web Services (AWS) (Amazon Web Services, Inc.)
Amazon Web Services (AWS) is a hosting and backend service provided by Amazon Web Services, Inc.
Personal Data processed: various types of Data as specified in the privacy policy of the service.
Place of processing: US – Privacy Policy.
GitHub Pages (GitHub Inc.)
GitHub Pages is a hosting service provided by GitHub, Inc.
Personal Data processed: various types of Data as specified in the privacy policy of the service.
Place of processing: US – Privacy Policy.
This type of service allows Users to interact with data collection platforms or other services directly from the pages of ShortPoint for the purpose of saving and reusing data. If one of these services is installed, it may collect browsing and Usage Data in the pages where it is installed, even if the Users do not actively use the service.
Mailchimp widget (The Rocket Science Group, LLC.)
The Mailchimp widget is a service for interacting with the Mailchimp email address management and message sending service provided by Intuit Inc.
Personal Data processed: Cookies; email address; first name; last name; Usage Data.
Place of processing: US – Privacy Policy.
This type of service allows interaction with social networks or other external platforms directly from the pages of ShortPoint.
The interaction and information obtained through ShortPoint are always subject to the User’s privacy settings for each social network.
This type of service might still collect traffic data for the pages where the service is installed, even when Users do not use it.
It is recommended to log out from the respective services in order to make sure that the processed data on ShortPoint isn’t being connected back to the User’s profile.
Facebook Like button and social widgets (Facebook, Inc.)
The Facebook Like button and social widgets are services allowing interaction with the Facebook social network provided by Meta Platforms, Inc. or by Meta Platforms Ireland Limited, depending on the location ShortPoint is accessed from.
Personal Data processed: Cookies; Usage Data.
Place of processing: US – Privacy Policy.
Google+ +1 button and social widgets (Google Inc.)
The Google+ +1 button and social widgets are services allowing interaction with the Google+ social network provided by Google LLC or by Google Ireland Limited, depending on the location ShortPoint is accessed from.
Personal Data processed: Cookies; Usage Data.
Place of processing: US – Privacy Policy.
Twitter Tweet button and social widgets (Twitter)
The Twitter Tweet button and social widgets are services allowing interaction with the Twitter social network provided by Twitter, Inc.
Personal Data processed: Cookies; Usage Data.
Place of processing: US – Privacy Policy.
LinkedIn button and social widgets (LinkedIn Corporation)
The LinkedIn button and social widgets are services allowing interaction with the LinkedIn social network provided by LinkedIn Corporation.
Personal Data processed: Cookies; Usage Data.
Place of processing: US – Privacy Policy.
This type of services makes it possible to manage a database of email contacts, phone contacts or any other contact information to communicate with the User. These services may also collect data concerning the date and time when the message was viewed by the User, as well as when the User interacted with it, such as by clicking on links included in the message.
Mailchimp (The Rocket Science Group, LLC.)
Mailchimp is an email address management and message sending service provided by Intuit Inc.
Personal Data processed: email address.
Place of processing: US – Privacy Policy.
HubSpot Email (HubSpot, Inc.)
HubSpot Email is an email address management and message sending service provided by HubSpot, Inc.
Personal Data processed: Cookies; Usage Data.
Place of processing: US – Privacy Policy.
This type of service allows ShortPoint to manage support and contact requests received via email or by other means, such as the contact form.The Personal Data processed depend on the information provided by the User in the messages and the means used for communication (e.g. email address).
Freshdesk (Freshworks, Inc.)
Freshdesk is a support and contact request management service provided by Freshworks, Inc.
Personal Data processed: Data communicated while using the service; various types of Data as specified in the privacy policy of the service.
Place of processing: US – Privacy Policy.
By registering or authenticating, Users allow ShortPoint to identify them and give them access to dedicated services. The Personal Data is collected and stored for registration or identification purposes only. The Data collected are only those necessary for the provision of the service requested by the Users.
Direct registration (ShortPoint)
The User registers by filling out the registration form and providing the Personal Data directly to ShortPoint.
Personal Data processed: billing address; city; company name; country; email address; first name; last name; number of employees; phone number; physical address; profession; profile picture; state; website; workplace; ZIP/Postal code.
This type of service allows ShortPoint and its partners to inform, optimize and serve advertising based on past use of ShortPoint by the User.
This activity is facilitated by tracking Usage Data and by using Trackers to collect information which is then transferred to the partners that manage the remarketing and behavioral targeting activity.
Some services offer a remarketing option based on email address lists.
In addition to any opt-out feature provided by any of the services below, Users may opt out by visiting the Network Advertising Initiative opt-out page.
Users may also opt-out of certain advertising features through applicable device settings, such as the device advertising settings for mobile phones or ads settings in general.
Google Ads Remarketing (Google Inc.)
Google Ads Remarketing is a remarketing and behavioral targeting service provided by Google LLC or by Google Ireland Limited, depending on the location ShortPoint is accessed from, that connects the activity of ShortPoint with the Google Ads advertising network and the DoubleClick Cookie.
In order to understand Google's use of Data, consult Google's partner policy.
Users can opt out of Google's use of Trackers for ads personalization by visiting Google's Ads Settings.
Personal Data processed: Cookies; Usage Data.
Place of processing: US – Privacy Policy – Opt Out.
Remarketing with Google Analytics (Google Inc.)
Remarketing with Google Analytics is a remarketing and behavioral targeting service provided by Google LLC or by Google Ireland Limited, depending on the location ShortPoint is accessed from, that connects the tracking activity performed by Google Analytics and its Trackers with the Google Ads advertising network and the Double click Cookie.
Personal Data processed: Cookies; Usage Data.
Place of processing: US – Privacy Policy – Opt Out.
Facebook Remarketing (Facebook, Inc.)
Facebook Remarketing is a remarketing and behavioral targeting service provided by Meta Platforms, Inc. or by Meta Platforms Ireland Limited, depending on the location ShortPoint is accessed from, that connects the activity of ShortPoint with the Facebook advertising network.
Personal Data processed: Cookies; Usage Data.
Place of processing: US – Privacy Policy – Opt Out.
Twitter Remarketing (Twitter, Inc.)
Twitter Remarketing is a remarketing and behavioral targeting service provided by Twitter, Inc. that connects the activity of ShortPoint with the Twitter advertising network.
Personal Data processed: Cookies; Usage Data.
Place of processing: US – Privacy Policy – Opt Out.
Facebook Custom Audience (Facebook, Inc.)
Facebook Custom Audience is a remarketing and behavioral targeting service provided by Meta Platforms, Inc. or by Meta Platforms Ireland Limited, depending on the location ShortPoint is accessed from, that connects the activity of ShortPoint with the Facebook advertising network.
Users can opt out of Facebook's use of Trackers for ads personalization by visiting this opt-out page.
Personal Data processed: Cookies; email address.
Place of processing: US – Privacy Policy – Opt Out.
This type of service analyzes the traffic of ShortPoint, potentially containing Users' Personal Data, with the purpose of filtering it from parts of traffic, messages and content that are recognized as SPAM
Google reCAPTCHA (Google Inc.)
Google reCAPTCHA is a SPAM protection service provided by Google LLC or by Google Ireland Limited, depending on the location ShortPoint is accessed from.
The use of reCAPTCHA is subject to the Google privacy policy and terms of use.
Personal Data processed: answers to questions; clicks; keypress events; motion sensor events; mouse movements; scroll position; touch events; Tracker; Usage Data.
Place of processing: US – Privacy Policy.
This type of service helps the Owner to manage the tags or scripts needed on ShortPoint in a centralized fashion.
This results in the Users' Data flowing through these services, potentially resulting in the retention of this Data.
Google Tag Manager (Google)
Google Tag Manager is a tag management service provided by Google LLC or by Google Ireland Limited, depending on the location ShortPoint is accessed from.
Personal Data processed: Usage Data.
Place of processing: US – Privacy Policy.
This type of service allows ShortPoint to distribute their content using servers located across different countries and to optimize their performance.
Which Personal Data are processed depends on the characteristics and the way these services are implemented. Their function is to filter communications between ShortPoint and the User's browser.
Considering the widespread distribution of this system, it is difficult to determine the locations to which the contents that may contain Personal Information of the User are transferred.
Cloudflare (Cloudflare)
Cloudflare is a traffic optimization and distribution service provided by Cloudflare Inc. The way Cloudflare is integrated means that it filters all the traffic through ShortPoint, i.e., communication between ShortPoint and the User's browser, while also allowing analytical data from ShortPoint to be collected.
Personal Data processed: Usage Data.
Personal Data processed: Cookies; various types of Data as specified in the privacy policy of the service.
Place of processing: US – Privacy Policy.
This type of services allows the Owner to build user profiles by starting from an email address, a personal name, or other information that the User provides to ShortPoint, as well as to track User activities through analytics features. This Personal Data may also be matched with publicly available information about the User (such as social networks' profiles) and used to build private profiles that the Owner can display and use for improving ShortPoint.
Some of these services may also enable the sending of timed messages to the User, such as emails based on specific actions performed on ShortPoint.
HubSpot CRM (HubSpot, Inc.)
HubSpot CRM is a User database management service provided by HubSpot, Inc.
Personal Data processed: email address; phone number; various types of Data as specified in the privacy policy of the service.
Place of processing: US – Privacy Policy.
HubSpot Lead Management (HubSpot, Inc.)
HubSpot Lead Management is a User database management service provided by HubSpot, Inc.
Personal Data processed: various types of Data as specified in the privacy policy of the service.
Place of processing: US – Privacy Policy.
In addition to any opt-out feature provided by any of the services listed in this document, Users may learn more on how to generally opt out of interest-based advertising within the dedicated section of the Cookie Policy.
Users may exercise certain rights regarding their Data processed by the Owner.
In particular, Users have the right to do the following:
Withdraw their consent at any time. Users have the right to withdraw consent where they have previously given their consent to the processing of their Personal Data.
Object to processing of their Data. Users have the right to object to the processing of their Data if the processing is carried out on a legal basis other than consent. Further details are provided in the dedicated section below.
Access their Data. Users have the right to learn if Data is being processed by the Owner, obtain disclosure regarding certain aspects of the processing and obtain a copy of the Data undergoing processing.
Verify and seek rectification. Users have the right to verify the accuracy of their Data and ask for it to be updated or corrected.
Restrict the processing of their Data. Users have the right, under certain circumstances, to restrict the processing of their Data. In this case, the Owner will not process their Data for any purpose other than storing it.
Have their Personal Data deleted or otherwise removed. Users have the right, under certain circumstances, to obtain the erasure of their Data from the Owner.
Receive their Data and have it transferred to another controller. Users have the right to receive their Data in a structured, commonly used and machine readable format and, if technically feasible, to have it transmitted to another controller without any hindrance. This provision is applicable provided that the Data is processed by automated means and that the processing is based on the User's consent, on a contract which the User is part of or on pre-contractual obligations thereof.
Lodge a complaint. Users have the right to bring a claim before their competent data protection authority.
Details about the right to object to processing
Where Personal Data is processed for a public interest, in the exercise of an official authority vested in the Owner or for the purposes of the legitimate interests pursued by the Owner, Users may object to such processing by providing a ground related to their particular situation to justify the objection.
Users must know that, however, should their Personal Data be processed for direct marketing purposes, they can object to that processing at any time without providing any justification. To learn, whether the Owner is processing Personal Data for direct marketing purposes, Users may refer to the relevant sections of this
document.
How to exercise these rights
Any requests to exercise User rights can be directed to the Owner through the contact details provided in this document. These requests can be exercised free of charge and will be addressed by the Owner as early as possible and always within one month.
ShortPoint uses Trackers. To learn more, the User may consult the Cookie Policy.
Legal action
The User's Personal Data may be used for legal purposes by the Owner in Court or in the stages leading to possible legal action arising from improper use of ShortPoint or the related Services.
The User declares to be aware that the Owner may be required to reveal personal data upon request of public authorities.
Additional information about User's Personal Data
In addition to the information contained in this privacy policy, ShortPoint may provide the User with additional and contextual information concerning particular Services or the collection and processing of Personal Data upon request.
System logs and maintenance
For operation and maintenance purposes, ShortPoint and any third-party services may collect files that record interaction with ShortPoint (System logs) use other Personal Data (such as the IP Address) for this purpose.
Information not contained in this policy
More details concerning the collection or processing of Personal Data may be requested from the Owner at any time. Please see the contact information at the beginning of this document.
How “Do Not Track” requests are handled
ShortPoint does not support “Do Not Track” requests.
To determine whether any of the third-party services it uses honor the “Do Not Track” requests, please read their privacy policies.
Changes to this privacy policy
The Owner reserves the right to make changes to this privacy policy at any time by notifying its Users on this page and possibly within ShortPoint and/or - as far as technically and legally feasible - sending a notice to Users via any contact information available to the Owner. It is strongly recommended to check this page often, referring to the date of the last modification listed at the bottom.
Should the changes affect processing activities performed on the basis of the User’s consent, the Owner shall collect new consent from the User, where required.
Any information that directly, indirectly, or in connection with other information — including a personal identification number — allows for the identification or identifiability of a natural person.
Usage Data
Information collected automatically through ShortPoint (or third-party services employed in ShortPoint), which can include: the IP addresses or domain names of the computers utilized by the Users who use ShortPoint, the URI addresses (Uniform Resource Identifier), the time of the request, the method utilized to submit the request to the server, the size of the file received in response, the numerical code indicating the status of the server's answer (successful outcome, error, etc.), the country of origin, the features of the browser and the operating system utilized by the User, the various time details per visit (e.g., the time spent on each page within the Application) and the details about the path followed within the Application with special reference to the sequence of pages visited, and other parameters about the device operating system and/or the User's IT environment.
User
The individual using ShortPoint who, unless otherwise specified, coincides with the Data Subject.
Data Subject
The natural person to whom the Personal Data refers.
Data Processor (or Data Supervisor)
The natural or legal person, public authority, agency or other body which processes Personal Data on behalf of the Controller, as described in this privacy policy.
Data Controller (or Owner)
The natural or legal person, public authority, agency or other body which, alone or jointly with others, determines the purposes and means of the processing of Personal Data, including the security measures concerning the operation and use of ShortPoint.
The Data Controller, unless otherwise specified, is the Owner of ShortPoint.
ShortPoint (or this Application)
The means by which the Personal Data of the User is collected and processed.
Service
The service provided by ShortPoint as described in the relative terms (if available) and on this site/application.
European Union (or EU)
Unless otherwise specified, all references made within this document to the European Union include all current member states to the European Union and the European Economic Area.
Cookie
Cookies are Trackers consisting of small sets of data stored in the User's browser.
Tracker
Tracker indicates any technology - e.g Cookies, unique identifiers, web beacons, embedded scripts, e-tags and fingerprinting - that enables the tracking of Users, for example by accessing or storing information on the User’s device.
Legal information
This privacy statement has been prepared based on provisions of multiple legislations, including Art. 13/14 of Regulation (EU) 2016/679 (General Data Protection Regulation).
This privacy policy relates solely to ShortPoint, if not stated otherwise within this document.
iubenda hosts this content and only collects the Personal Data strictly necessary for it to be provided.
Security
When you install ShortPoint on your environment, it will run entirely on your sites. We respect your privacy, and this is how we designed ShortPoint from the beginning.
The ShortPoint App, installed in your SharePoint environment, will send the data for the following reasons:
ShortPoint License Activation and Protection.
Understanding how ShortPoint is being used, so we can feed our roadmap, and provide you with better customer support.
ShortPoint only sends the counters' data on how many times you used the ShortPoint features.
We do NOT send the site or pages' contents.
At the product level, ShortPoint sends the following information to the ShortPoint licensing server:
ShortPoint Users Information (email, name and available profile properties)
ShortPoint License information used for the activation
Browser information for the debugging and support
Counters' data on how many times the ShortPoint User:
Opened the Page Builder
Inserted the ShortPoint Design Element and what that Design Element was
Opened the Theme Builder
Used the Power BI
Installed ShortPoint, and the site URL where it was installed
Uninstalled ShortPoint, and the site URL where it was uninstalled
Current page URL
Environment type (Microsoft 365, SharePoint 2019, SharePoint 2016, SharePoint 2013)
ShortPoint version
ShortPoint package type (WSP Solution, Add-in, SPFx)
Events are being sent only while editing the pages. Nothing is sent while the users are viewing the pages.
The following are the events that trigger ShortPoint to send the data:
Page Builder events:
Insert
Update
Preview
Connection Data
Theme Builder events:
Start Customization
Publish
Reset
Cancel
License Activation
Product Installer:
Install
Update
Uninstall
Power BI events:
Start
Login
Login Completed
Login Failed
Component Inserted
Component Updated
Integrations:
Configuration Started
Graph Login Started
Graph Login Completed
Graph Login Failed
Power BI Started
Power BI Completed
Power BI Failed
ShortPoint calls our highly secure and protected activation.shortpoint.com/api, using the secure channel HTTPS.
Event properties object is serialized as JSON, encoded to Base64 and sent as a formed body.
Events are being sent only while editing the pages. Nothing is sent while the users are viewing the pages.
Yes, you can block access to the activation.shortpoint.com domain.
For the SharePoint Online: You have to unblock it only when you need to apply the license or change the assigned ShortPoint users.
ShortPoint keeps your data for at least three years period.
However, we respect your privacy, and you can request to delete all your data from our systems at any time. Please send this request to privacy@shortpoint.com.