1. Who we are and what this policy covers
IC5 Labs, Inc. ("IC5 Labs", "we", "our", or "us") builds products for teams that build on the ServiceNow platform, including Product Builder Experience (Customer Signals, Product Model, and Release Intelligence) and Customer Signals Agent.
This policy explains how we collect, use, share, and protect personal information when you:
- Visit ic5labs.com (the "site").
- Sign in, join your company's account, or manage licenses and support cases on the site.
- Request a demo or information, or subscribe to our newsletter.
- Contact us for support.
Data inside your ServiceNow instance. Our products run inside your organization's ServiceNow instance. Records the products create or process there, such as customer conversations, transcripts, evidence, needs, features, and releases, stay in your instance and are governed by your organization's agreements with ServiceNow and its own policies. IC5 Labs does not receive that data unless you include it in a support case or give us access to your instance to resolve an issue you raised. Customer Signals Agent has its own privacy policy describing how the app processes transcripts in your instance.
2. Information we collect
Information you give us
- Demo and information requests: your name, work email, company, role, and message, plus details you choose to share, such as your ServiceNow release, team size, and the products you're interested in.
- Newsletter: your email address.
- Your account: when you sign in with Google, GitHub, or Slack, that provider shares your name, email address, and profile photo with us, and tells us whether your email address is verified. We never receive your password for those services. We record which provider you used and when you last signed in.
- Your company account: the company name and email domain, who belongs to the account, and each person's role (account admin or member). If an account admin invites you, we receive your email address from them.
- Support cases: the subject and description of the issue, the product, version, ServiceNow instance name, and environment, the severity, and the replies exchanged with our support team. Please don't include passwords, credentials, or sensitive personal information in a case.
- License and plan requests: the change you're asking for and any notes you add.
- Other communications: anything you send us by email.
Information collected automatically
- Technical data: when you use the site, our hosting provider processes your IP address, browser type, and the pages you request in order to deliver the site and keep it secure, and may keep these in server logs.
- Cookies: only the cookies needed to sign you in and keep the site secure. See section 5.
3. How we use information
We use personal information to:
- Provide the site and your account, and keep you signed in.
- Match you to your company's account. The first person from a company's email domain to sign in creates that company's account and becomes its account admin; others from the same domain join by invitation. People who sign in with a personal email address get an individual account.
- Respond to support cases, demo requests, and other inquiries.
- Manage licenses and plan changes for your company.
- Send the newsletter you subscribed to. Every issue includes a way to unsubscribe.
- Send service messages about your account, licenses, or support cases.
- Protect the site, our customers, and IC5 Labs, including preventing fraud and abuse.
- Comply with legal obligations and enforce our agreements.
We do not sell personal information, use it for targeted advertising, or use it to make automated decisions that have legal or similarly significant effects on you.
Where the law requires a legal basis for processing, such as the GDPR or UK GDPR, we rely on performing our contract with you or your organization (accounts, licenses, support), our legitimate interests (responding to inquiries, securing the site, improving our services), your consent (the newsletter), and legal obligations.
4. Who can see your information
- People in your company account. Members of your company's account can see each other's names, email addresses, and roles, and can see every support case opened for the company, including who opened it and the replies. Account admins can also see pending invitations and the company's licenses and requests.
- IC5 Labs staff, who need access to provide support and run the business.
- Service providers that operate parts of the site for us under confidentiality and data protection obligations: website and database hosting (Replit), and email delivery when we send messages or the newsletter.
- Sign-in providers. Google, GitHub, and Slack handle your sign-in under their own privacy policies.
- Legal and safety. When required by law, court order, or governmental authority, or to protect the rights, property, or safety of IC5 Labs, our customers, or others.
- Business transfers. In connection with a merger, acquisition, financing, or sale of assets, subject to confidentiality protections. We will tell you if your information becomes subject to a different privacy policy.
5. Cookies
The site uses only cookies that are strictly necessary for it to work:
| Cookie purpose | What it does | How long it lasts |
|---|---|---|
| Sign-in session | Keeps you signed in | Up to 14 days, or until you sign out |
| Security | Protects sign-in forms against cross-site request forgery | Your browser session |
| Sign-in redirect | Returns you to the page you were on after signing in | Your browser session |
We don't use advertising or analytics cookies. If we add any in the future, we will update this policy and ask for your consent where the law requires it. You can block or delete cookies in your browser settings, but you won't be able to sign in without the session cookie.
6. How long we keep information
| Information | How long we keep it |
|---|---|
| Account and company account information | While the account is active, then 3 years |
| Support cases and replies | For the length of the customer relationship, plus 3 years |
| Licenses and plan change requests | For the length of the customer relationship, plus 3 years |
| Demo and information requests | 3 years after our last contact with you |
| Newsletter subscription | Until you unsubscribe |
| Server logs | According to our hosting provider's log retention, up to 3 years |
When we no longer need information, we delete or anonymize it.
7. Your rights and choices
Depending on where you live, you may have the right to:
- Access the personal information we hold about you and receive a copy.
- Correct information that is inaccurate or incomplete.
- Delete your personal information.
- Object to, or ask us to restrict, how we process it.
- Withdraw consent you've given, such as to the newsletter, at any time.
- Not be discriminated against for exercising these rights.
To make a request, email support@ic5labs.com from the address on your account. We may need to verify your identity, and we will respond within the time the law requires, normally within 30 days. You can unsubscribe from the newsletter using the link in any issue. Your company's account admin can remove you from the company account. Deleting your account doesn't delete support cases you opened for your company, because they belong to your company's support history, but we can remove your name from them on request.
You may also have the right to complain to a data protection authority where you live.
California residents. In the last 12 months we collected the categories of information described in section 2: identifiers, professional information, and internet activity. We collected them for the purposes in section 3 and disclosed them only as described in section 4. We do not sell or share personal information for cross-context behavioral advertising.
8. Where information is processed
IC5 Labs is based in the United States, and the site and its database are hosted in the United States by Replit. If you access the site from outside the United States, your information will be transferred to and processed in the United States. Where the law requires it, we rely on appropriate safeguards for those transfers, such as the European Commission's Standard Contractual Clauses.
9. Security
We protect information with reasonable technical and organizational measures. These include encrypted connections (HTTPS), sign-in through established identity providers instead of passwords stored by us, and role-based access that limits each person to their own company's account and cases. No method of transmission or storage is completely secure, so we can't guarantee absolute security. If we learn of a breach affecting your personal information, we will notify you and the authorities as the law requires.
10. Children
The site and our products are for businesses and are not directed to children. We do not knowingly collect personal information from anyone under 16. If you believe a child has given us information, contact us and we will delete it.
11. Changes to this policy
We may update this policy from time to time. We will post the new version here and update the effective date. If we make material changes, we will notify signed-in users or account admins by email or on the site before the changes take effect.
12. Contact us
Questions or requests about this policy:
IC5 Labs, Inc.
Orlando, Florida
support@ic5labs.com