Privacy Service

Privacy Policy for Information Collected by the Clicktale Ltd. ("Clicktale") Web Analytics Service

Last updated: March 2018 

The following privacy policy specifies Clicktale's privacy practices in respect to the data and information it receives from website and or mobile app ("App") owners and/or operators ("Website/App Operators") that use the Clicktale customer experience analytics services (the "Services"). The Services enable Website/App Operators to recreate a web or App session showing Visitors interactions on the website and/or App and to generate aggregated reports containing various analyses derived from such interactions.

In this Privacy Policy references to "we", "us" and "our" are to Clicktale Ltd. and its affiliates; "Visitor(s)" shall mean visitors to the Website/App Operators websites or Apps that use the Services.

1. Information Received through Use of Services

  • When a Website/App Operator uses the Services on its website, Clicktale may receive certain information including the following:
  • Technical information of a Visitor's computer or app such as browser type, system language, OS version, time zone, headers and screen resolution metrics, IP address
  • The web pages within the specific website that a Visitor has visited and the URLs of the web pages that referred the Visitor to the Website/App Operator Website
  • How a Visitor has interacted with the Website, including, any Visitor mouse movements, scrolls and mouse clicks as well as the time engaged on a certain web page
  • Information a Visitor provides on the website such as in any forms or fields
  • The HTML of the webpage visited by a Visitor including any prefilled data within the HTML
  • Session information stored in cookies that are used to ensure accurate data is extracted from our systems. These cookies do not include any personal data

Blocking of Visitor Data. Clicktale provides Website/App Operators with the ability to block the collection of various Visitor data whether inserted by such Visitors in forms or other fields or prefilled, including any personally identifiable information ("PII"). Clicktale contractually prohibits Website/App Operators from using the Service to collect any sensitive PII including, credit cards, driver license, social security numbers and passwords. Any other information collected by Clicktale on behalf of the Website/App Operator depends on the specific information the Website/App Operator chooses to receive through its implementation of the Service. Website/App Operators are responsible for informing Visitors of their information collection practices

2. How does Clicktale use the information it receives?

Clicktale uses the information in order to provide the Services to the Website/App Operator. Clicktale may use certain information on a completely anonymous basis, in the aggregate, in order to perform web surfing analysis and statistical reports and for auditing, research and analysis to operate and improve Clicktale technologies and services

3. Is the information collected shared with third parties?

Clicktale does not share or disclose information collected on behalf Website/App Operators except as follows:

Clicktale may work with certain service providers that help Clicktale in operating its business (for example data hosting providers). Such service providers may receive certain information in order to provide the services to Clicktale but are not permitted to use the information for any purpose other than to provide the specific requested service to Clicktale;

  • When requested by the Website/App Operator;
  • To another Clicktale company for the purpose of providing the services to the Web/App Operator and for supporting and maintaining the services provided to the Web/App Operator;
  • When complying with legal requirements, such as court orders, subpoenas, and other lawful requests by public authorities, including to meet national security or law enforcement requirements;
  • When required to respond to or prevent fraud;
  • When required to ensure the security of the Clicktale network and services and protect the safety of Clicktale, Web/App Owners, Visitors or the public.
  • As part of any merger or acquisition of Clicktale information may be transferred to the acquiring company.
  • Clicktale may share certain pieces of aggregated, anonymous, non-personal information, such as average page load time, or the number of pages processed by the Service per day.

4. EU-U.S. / Switzerland-U.S. Privacy Shield and Cross Border Transfers

Clicktale may be required to transfer information to countries other than the country in which the data originated. Any such transfers shall be done in compliance with all applicable laws.
In regards to the collection, use, and retention of personal information transferred from the European Economic Area and Switzerland to the United States, Clicktale complies with the EU-U.S. and Swiss-U.S. Privacy Shield Framework as set forth by the U.S. Department of Commerce. To learn more please click here.

5. How long does Clicktale keep the information collected on behalf of Website/App Operators?

Website/App Operators determine the length of time that Clicktale will retain the information for use through the Services. This typically ranges from 30-120 days for web and up to 12 months for Apps. Backups of information may be retained for longer periods per Clicktale backup retention and deletion policies

6. How can a Visitor review or update his personal information?

The laws of certain jurisdictions may provide Visitors with certain rights to access, update, and delete personal information held about them (if any). In providing services to Web/App Operators Clicktale is acting as a 'data processor' while the Web/App Operator is the 'data controller'. As such any access, update or deletion requests should be directed to the Web/App Operator. Clicktale will fully cooperate with the Web/App Operators to ensure any such requests are fully complied with.

For any additional information regarding such access, update or deletion requests you may contact Clicktale at:

5. What choices do Visitors have in respect of the Website/App Operators use of the Services?

Clicktale requests that all Website/App Operators provide adequate notice (for example through a privacy policy) to their Visitors of their use of services such as the Service and that such notice comply with all applicable laws. Clicktale provides all Website/App Operators with the ability to publish on their website or through the App an option for Visitors to exclude themselves from tracking by the Services. For more information on the Website/App Operator privacy practices please visit the Website/App Operators website and privacy policy.

Visitors of websites who wish to exclude themselves from being tracked by the Service may also opt out though the following link:

Please note that the opt out uses a cookie such that if a Visitor erases their cookies they will need to click the Disable Clicktale option again.

Any questions or comments concerning this Policy may be directed to Clicktale's Legal and Privacy team via email to