Our privacy policy

As a user of The RootCause and customer of Bryntum AB, certain Personal Identifiable Information (PII) about you will be stored in our database. Below you can find our FAQ regarding PII and GDPR.

How do you process my Personal Information?

As our customer you sign up in our service customer zone to access your RootCause dashboard and your sessions. We collect your name, email and company for our records upon registration. We use your email to send updates about product updates and subscription expiration notifications. You can opt out from our emails at any time inside your user Settings page.

If you signed up for a trial, we’ll send you a reminder once your trial period is about to expire.

If you chatted with us on our website www.therootcause.io, the conversation will be stored by Drift (Privacy Shield compliant).

If you signed up in our forums, your name, email and optionally your avatar/date of birth is stored in our web servers hosted by GoDaddy (Privacy Shield compliant). You can delete yourself from the forums at any time.

If you paid for your RootCause subscription via Stripe, PII such as name, email, phone number and address will be stored by Stripe (Privacy Shield compliant).

As our customer we also store your PII in our accounting software Fortnox, GDPR related information: https://www.fortnox.se/om-fortnox/integritet-och-sakerhet/gdpr/ (in Swedish)

What are my responsibilities with regards to the session data recorded by RootCause

You are responsible for informing your users about the information you are recording/collecting using RootCause. You are also responsible to ensure this is not violating any laws in your country or in the country of any of your end users.

We recommend that you inform your end users when video / actions are recorded. See the ‘showIconWhileRecording’ config in our docs.

We also recommend that you request consent from your end users before logging a session, using our ErrorConfirmationDialog demonstrated here.

If you are not allowed to store PII outside your country’s border, we can offer you a Docker option so that you can host RootCause in your own private network. Available for our Business + Enterprise plans, Read more…

Where is the data you collect stored?

Our RootCause servers are located The Netherlands and we use two factor authentication for our server logins.

Can I as a customer erase my Personal data collected by Bryntum?

Yes, you can choose to delete your PII data anytime inside your Organization dashboard team page.

Can I as a customer erase my recorded sessions containing PII of our end users?

Yes, you can delete any sessions from the Errors/Feedback lists (they are also automatically deleted based on your plan History setting).

Can I as a customer export personal identification data (PID) about me collected by Bryntum?

Yes, please just send us an email if you wish to receive a ZIP archive with all the data we have collected about you.

Does Bryntum store any PII data outside EU?

For our forums, the user information is stored in US servers at GoDaddy (Privacy Shield compliant).

What is the Privacy Shield Framework.

The EU-U.S. and Swiss-U.S. Privacy Shield Frameworks were designed by the U.S. Department of Commerce and the European Commission and Swiss Administration to provide companies on both sides of the Atlantic with a mechanism to comply with data protection requirements when transferring personal data from the European Union and Switzerland to the United States in support of transatlantic commerce.

Read more about Privacy Shield

Read more about GDPR