Privacy notice

This English translation is provided for convenience. In the event of any discrepancy, the German privacy notice is authoritative.

1. Privacy at a glance

General information

The following information provides an overview of what happens to your personal data when you visit this website. Personal data is any information that can be used to identify you personally.

Data collection on this website

Data processing on this website is carried out by the website operator. Contact details can be found in the “Controller” section below.

Some data is collected automatically by the hosting provider when you visit the website. This primarily includes technical information such as browser, operating system, time of access and IP address. Other data is processed only when you provide it, for example through the contact form or by email.

2. Controller

The controller responsible for data processing on this website is:

3. Hosting

STRATO

We host this website with STRATO GmbH, Otto-Ostrowski-Straße 7, 10249 Berlin, Germany (“STRATO”). When you visit the website, STRATO processes technical access data and server log files, including IP addresses, in order to provide the website securely and reliably. The customer portal database, protected files and email delivery also operate on STRATO systems.

We use STRATO on the basis of Article 6(1)(f) GDPR. Our legitimate interest is the secure, fast and reliable provision of our online services. STRATO's data processing terms under Article 28 GDPR apply to processing on our behalf. Further information is available in STRATO's privacy policy and its data processing information.

4. General and mandatory information

Data protection

We treat your personal data confidentially and in accordance with the applicable data protection legislation and this privacy notice. Data transmission over the internet may nevertheless be subject to security vulnerabilities, and complete protection against access by third parties is not possible.

SSL or TLS encryption

For security reasons, this website uses SSL or TLS encryption. You can recognise an encrypted connection by “https://” and the padlock symbol in your browser's address bar.

Retention period

Unless a more specific retention period is stated, we retain personal data only for as long as the relevant processing purpose exists. Statutory retention obligations remain unaffected.

Legal bases

Depending on the circumstances, we process data on the basis of your consent (Article 6(1)(a) GDPR), for the performance of a contract or pre-contractual measures (Article 6(1)(b) GDPR), to comply with legal obligations (Article 6(1)(c) GDPR), or on the basis of legitimate interests (Article 6(1)(f) GDPR).

5. Data collection on this website

Server log files

The hosting provider automatically collects and stores information in server log files transmitted by your browser. This may include browser type and version, operating system, referrer URL, host name of the accessing device, time of the server request and IP address. Processing is based on Article 6(1)(f) GDPR for the technical provision, stability and security of the website.

Contact form

If you send us an enquiry using the contact form, we process the information in the form, including the contact details you provide, to handle the enquiry and any follow-up questions. Required information comprises your first name, last name, email address, message and confirmation that you have acknowledged the privacy notice. Company, telephone number and topic are optional for general enquiries. When requesting a customer account, the company is also required and the request is stored in our protected administration area. Completed account requests are normally deleted after 90 days and declined requests after 180 days, unless legal obligations or the establishment, exercise or defence of legal claims require longer retention.

Contract-related enquiries are processed on the basis of Article 6(1)(b) GDPR. In other cases, processing is based on our legitimate interest in handling enquiries efficiently pursuant to Article 6(1)(f) GDPR or, where expressly requested, on your consent pursuant to Article 6(1)(a) GDPR. Recipients may include the relevant Haptive staff and processors acting on our behalf, in particular our hosting and email provider STRATO. Other disclosures occur only where required to handle the enquiry, required by law, or authorised by you.

Enquiries by email or phone

If you contact us by email or telephone, we process your enquiry and the personal data it contains in order to respond. The legal basis depends on the nature of the enquiry and corresponds to the legal bases described for the contact form.

Secure customer and download portal

We provide approved customers with a non-public customer portal. To create and manage an account, we process information including the customer’s name, business email address, company, preferred language, account status and product entitlements. Passwords are stored exclusively as cryptographic hashes and cannot be viewed by us in plain text.

When a customer signs in or downloads software, we process security and contract-related log data. This includes the time, customer account, product, software version, browser identifier and an IP address value pseudonymised using a secret key. We use this information to provide licensed software securely, verify entitlements, detect misuse and fulfil contractual obligations. Processing is based on Article 6(1)(b) GDPR and our legitimate interest in operating a secure customer portal pursuant to Article 6(1)(f) GDPR.

When a password is reset, we process the supplied email address and a time-limited, single-use security value. Expired or used security values are deleted regularly. Download records are normally deleted after 365 days unless they are needed longer in an individual case to investigate misuse, perform a contract, or meet legal obligations. Account data is retained for the duration of the customer relationship and afterwards only within applicable documentation and statutory retention obligations. Accounts that are no longer required may first be disabled and, after conflicting obligations have been reviewed, deleted.

Support and ticket system Atlassian Jira Service Management

To handle support, service and other customer enquiries, we use Jira Service Management Cloud in addition to our secure customer portal. Under the currently applicable product-specific terms, the provider and contracting entity for Jira is Atlassian Pty Ltd, Australia (“Atlassian”). The Atlassian entity identified in our applicable order and contractual documentation remains authoritative.

A support enquiry may involve processing data including the customer’s name, business email address, company affiliation, ticket subject and content, category, priority, product and version reference, attachments, communication history, processing status, and technical metadata such as timestamps, internal issue numbers and synchronisation information. Contact details and company affiliation are stored in our customer portal hosted by STRATO. For internal handling, we transmit to Jira an internal portal customer number, ticket content, communication history, status and product information, technical issue data and, where applicable, the filenames and contents of uploaded attachments. Our application does not separately transmit the customer’s name, company or email address to Jira; these details may nevertheless be included if a user enters them in free-text fields or attachments. Jira issues and attachments are visible only to authorised members of the HAPTIVE support team and not through a public Jira portal. Please submit only information required to handle the enquiry and, in particular, no unnecessary special categories of personal data.

Processing is carried out to receive, structure, handle, document, communicate about and track support, service and customer enquiries. It is based on Article 6(1)(b) GDPR where necessary for the performance of a contract or pre-contractual measures. Other support and business enquiries are processed under Article 6(1)(f) GDPR. Our legitimate interest is to provide secure, traceable and efficient support operations. Recipients or processors are the relevant HAPTIVE staff, STRATO, Atlassian and the subprocessors engaged by Atlassian.

Atlassian or its subprocessors may process data outside the European Union or European Economic Area, including in Australia and the United States. For transfers to third countries without an adequacy decision, Atlassian states in its Data Processing Addendum that it relies in particular on the European Commission’s Standard Contractual Clauses. The EU-US Data Privacy Framework may also be relied upon for appropriately certified US recipients. Further information is available in Atlassian's Data Processing Addendum, privacy policy, subprocessor list and data residency information.

Support tickets, including messages, attachments and communication history, are normally deleted 24 months after the relevant ticket is closed. Data is retained for longer only where a specific business or contractual reason, a statutory retention obligation, or the establishment, exercise or defence of legal claims requires this in an individual case. Once those reasons no longer apply, the data is deleted or, where deletion is not yet permitted, its processing is restricted. Deletion covers both the data in the HAPTIVE customer portal and, where present and legally permissible, the related Jira issues and attachments.

Cookies, analytics and external media

The public pages do not use their own analytics or tracking services, load external web fonts, or embed maps, videos or social media plugins from third parties. The secure customer portal uses a technically necessary session cookie to associate a sign-in securely with a browser and verify access rights. The cookie contains no product or password data and ends when the browser is closed or the customer signs out. No consent banner is required for this technically necessary function. If services requiring consent are added later, this privacy notice and, where necessary, the consent management solution will be updated.

6. Your rights

Subject to the statutory requirements, you have the following rights in particular:

• Access to your stored personal data
• Rectification of inaccurate data
• Erasure or restriction of processing
• Data portability
• Withdrawal of consent with effect for the future
• Objection to processing based on legitimate interests

To exercise your rights, simply contact info@haptive.de.

Right to lodge a complaint

You have the right to lodge a complaint with a data protection supervisory authority. In particular, you may contact the authority responsible for your usual place of residence, place of work or the location of the alleged infringement.

Objection to direct marketing

If personal data is processed for direct marketing purposes, you may object to that processing at any time. Once you object, the data concerned will no longer be used for direct marketing.

Last updated: August 2026