Service Level Agreement

INTRODUCTION

Thank you for choosing to be part of our community at Pangea.ai (“service”, “brand”, “company”, “we”, “us”, or “our”), a service owned and operated by Digital Knights SARL (“Digital Knights”). We are committed to protecting your personal information and your right to privacy. If you have any questions or concerns about our policy, or our practices with regards to your personal information, please contact us at [email protected].

When you visit our website http://www.pangea.ai (“Site”) and use our services, you trust us with your personal information. We take your privacy very seriously. In this privacy notice, we describe our privacy policy. We seek to explain to you in the clearest way possible what information we collect, how we use it and what rights you have in relation to it. We hope you take some time to read through it carefully, as it is important. If there are any terms in this privacy policy that you do not agree with, please discontinue use of our site and our services.

This privacy policy applies to all information collected through our websites (such as pangea.ai), and/or any related services, sales, marketing or events (we refer to them collectively in this privacy policy as the "Sites").

Please read this privacy policy carefully as it will help you make informed decisions about sharing your personal information with us.

1. WHAT INFORMATION DO WE COLLECT?

In Short: We collect personal information that you provide to us such as name, address, contact information, passwords and security data, payment information, and social media login data.

We collect personal information that you voluntarily provide to us when registering at the Sites, expressing an interest in obtaining information about us or our products and services, when participating in activities on the Sites (such as posting messages in our online platforms or entering competitions, contests or giveaways) or otherwise contacting us.

The personal information that we collect depends on the context of your interactions with us and the Sites, the choices you make and the products and features you use. The personal information we collect can include the following:

Name and Contact Data. We collect your first and last name, email address, postal address, phone number, and other similar contact data.

Social Media Login Data. We provide you with the option to register using social media account details, like your Google Suite, or other social media account.

All personal information that you provide to us must be true, complete and accurate, and you must notify us of any changes to such personal information.

Information automatically collected. Some information – such as IP address and/or browser and device characteristics – is collected automatically when you visit our websites. We automatically collect certain information when you visit, use or navigate the Sites. This information does not reveal your specific identity (like your name or contact information) but may include device and usage information, such as your IP address, browser and device characteristics, operating system, language preferences, referring URLs, device name, country, location, information about how and when you use our Site and other technical information. This information is primarily needed to maintain the security and operation of our Sites, and for our internal analytics and reporting purposes.

Information collected from other sources. We may collect limited data from public databases, marketing partners, social media platforms, and other outside sources. We may obtain information about you from other sources, such as public databases, joint marketing partners, social media platforms (such as Facebook, LinkedIn), as well as from other third parties. Examples of the information we receive from other sources include: social media profile information (your name, gender, birthday, email, current city, state and country, user identification numbers for your contacts, profile picture URL and any other information that you choose to make public); marketing leads and search results and links, including paid listings (such as sponsored links).

Use of AI-powered tools in Virtual Meetings. We may use Fireflies.ai or similar AI-powered tools to record and transcribe virtual meetings between Vendors and Clients for internal reference, quality assurance, and service improvement. Transcriptions and recordings are handled per applicable data protection laws and this privacy policy. If a Client explicitly requests the removal of Fireflies.ai or any similar AI-powered tool from a call, the Vendor shall comply and remove the tool. This shall be the sole circumstance under which the Vendor is required to take such action. Otherwise, it is agreed that Fireflies.ai or a similar AI-powered tool shall be present in all pre-sales calls, except for talent interviews. Pangea.ai is not responsible for transcription inaccuracies, and participants should review transcripts before relying on them for business decisions.

2. HOW DO WE USE YOUR INFORMATION?

In Short: We process your information for purposes based on legitimate business interests, the fulfillment of our contract with you, compliance with our legal obligations, and/or your consent.

We use personal information collected via our Sites for a variety of business purposes described below. We process your personal information for these purposes in reliance on our legitimate business interests ("Business Purposes"), in order to enter into or perform a contract with you ("Contractual"), with your consent ("Consent"), and/or for compliance with our legal obligations ("Legal Reasons"). We indicate the specific processing grounds we rely on next to each purpose listed below.

We use the information we collect or receive:

To facilitate the account creation and login process with your Consent. If you choose to link your account with us to a third-party account (such as your Google Suite account), we use the information you allowed us to collect from those third parties to facilitate the account creation and login process.

To send administrative information to you for Business Purposes, Legal Reasons and/or possibly Contractual. We may use your personal information to send you product, service, and new feature information and/or information about changes to our terms, conditions, and policies.

Fulfill and manage your orders for Contractual reasons. We may use your information to fulfill and manage your orders, payments, returns, and exchanges made through the Sites.

To post testimonials with your Consent. We post testimonials on our Sites that may contain personal information. Prior to posting a testimonial, we will obtain your consent to use your name and testimonial. If you wish to update, or delete your testimonial, please contact us at [email protected] and be sure to include your name, testimonial location, and contact information.

Deliver targeted advertising to you for our Business Purposes and/or with your Consent. We may use your information to develop and display content and advertising (and work with third parties who do so) tailored to your interests and/or location and to measure its effectiveness.

Administer prize draws and competitions for our Business Purposes and/or with your Consent. We may use your information to administer prize draws and competitions when you elect to participate in competitions.

Request Feedback for our Business Purposes and/or with your Consent. We may use your information to request feedback and to contact you about your use of our Sites.

To protect our Sites for Business Purposes and/or Legal Reasons. We may use your information as part of our efforts to keep our Sites safe and secure (for example, for fraud monitoring and prevention).

To enable user-to-user communications with your Consent. We may use your information in order to enable user-to-user communications with each user's consent.

Enhance Service Efficiency: By automatically summarizing and documenting discussions through AI-powered transcription services, we aim to facilitate seamless follow-ups between clients and agencies and maintain internal records for quality control and dispute resolution.

To enforce our terms, conditions and policies for Business Purposes, Legal Reasons and/or possibly Contractual.

To respond to legal requests and prevent harm for Legal Reasons. If we receive a subpoena or other legal request, we may need to inspect the data we hold to determine how to respond.

To send you marketing and promotional communications for Business Purposes and/or with your Consent. We and/or our third-party marketing partners may use the personal information you send to us for our marketing purposes if this is in accordance with your marketing preferences. You can opt-out of our marketing emails at any time (see the "Your Privacy Rights" below).

For other Business Purposes. We may use your information for other Business Purposes, such as data analysis, identifying usage trends, determining the effectiveness of our promotional campaigns and to evaluate and improve our Sites, products, services, marketing and your experience.

3. WILL YOUR INFORMATION BE SHARED WITH ANYONE?

In Short: We process your information for purposes based on legitimate business interests, the fulfillment of our contract with you, compliance with our legal obligations, and/or your consent.

We only share and disclose your information in the following situations:

Compliance with Laws. We may disclose your information where we are legally required to do so in order to comply with applicable law, governmental requests, a judicial proceeding, court order, or legal process, such as in response to a court order or a subpoena (including in response to public authorities to meet national security or law enforcement requirements).

Vital Interests and Legal Rights. We may disclose your information where we believe it is necessary to investigate, prevent, or take action regarding potential violations of our policies, suspected fraud, situations involving potential threats to the safety of any person and illegal activities, or as evidence in litigation in which we are involved.

Hosting Services. The tools we use to store and manage personal data include Airtable and HubSpot. Airtable’s server information and GDPR compliance are detailed in their Privacy Policy, and they have been certified by Barr Certifications LLC for compliance with ISO27001. HubSpot’s security and compliance measures, including GDPR adherence, are outlined in their Privacy Policy and Trust Center.

Vendors, Consultants and Other Third-Party Service Providers. We may share your data with third-party vendors, service providers, contractors or agents who perform services for us or on our behalf and require access to such information to do that work. Examples include payment processing, data analysis, email delivery, hosting services, customer service and marketing efforts. We may allow selected third parties to use tracking technology on the Sites, which will enable them to collect data about how you interact with the Sites over time. This information may be used to, among other things, analyze and track data, determine the popularity of certain content and better understand online activity. Unless described in this Policy, we do not share, sell, rent or trade any of your information with third parties for their promotional purposes.

AI-Powered Transcription Services:  We utilize third-party AI-powered transcription services, including HubSpot and Fireflies.ai, to record and transcribe conversations for operational efficiency. By participating in meetings, you consent to such recordings and transcriptions. If you wish to opt out, please notify us in advance. Both HubSpot and Fireflies.ai comply with relevant data privacy regulations, including GDPR. You can review their respective Privacy Policies here: HubSpot Privacy Policy and Fireflies.ai Privacy Policy.

Business Transfers. We may share or transfer your information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.

Third-Party Advertisers. We may use third-party advertising companies to serve ads when you visit the Sites. These companies may use information about your visits to our Website(s) and other websites that are contained in web cookies and other tracking technologies in order to provide advertisements about goods and services of interest to you.

Affiliates. We may share your information with our affiliates, in which case we will require those affiliates to honour this privacy policy. Affiliates include our parent company and any subsidiaries, joint venture partners or other companies that we control or that are under common control with us.

Business Partners. We may share your information with our business partners to offer you certain products, services or promotions.

With your Consent. We may disclose your personal information for any other purpose with your consent.

Other Users. When you share personal information (for example, by posting comments, contributions or other content to the Sites) or otherwise interact with public areas of the Site, such personal information may be viewed by all users and may be publicly distributed outside the Site in perpetuity.

4. DO WE USE COOKIES AND OTHER TRACKING TECHNOLOGIES?

In Short: We may use cookies and other tracking technologies to collect and store your information.We may collect information using “cookies.” Cookies are small data files stored on the hard drive of your computer or mobile device by a website. We may use both session cookies (which expire once you close your web browser) and persistent cookies (which stay on your computer or mobile device until you delete them) to provide you with a more personal and interactive experience on our Site.

We use two broad categories of cookies: (1) first party cookies, served directly by us to your computer or mobile device, which we use to recognise your computer or mobile device when it revisits our Site; and (2) third party cookies, which are served by service providers on our Site, and can be used by such service providers to recognise your computer or mobile device when it visits other websites.

4.1 Essential Cookies. These cookies are essential to provide you with services available through our Site and to enable you to use some of its features. Without these cookies, the services that you have asked for cannot be provided, and we only use these cookies to provide you with those services.

4.2 Analytics and Performance Cookies. These cookies are used to collect information about traffic to our Site and how users use our Site. The information gathered may include the number of visitors to our Site, the websites that referred them to our Site, the pages they visited on our Site, what time of day they visited our Site, whether they have visited our Site before, and other similar information. We use this information to help operate our Site more efficiently, to gather broad demographic information and to monitor the level of activity on our Site.

Firstly, we use Google Analytics, which uses its own cookies. It is only used to improve how our Site works. You can find out more information about Google Analytics cookies here and about how Google protects your data here. You can prevent the use of Google Analytics relating to your use of our Site by downloading and installing the browser plugin available here.

Clearbit is part of our analytics as well, we use it to better understand our customers and personalise our sales and marketing interactions with our solutions. You can find here how they protect your information.

Additionally, we use Amplitude to collect aggregated anonymous information and report trends to understand the data managed by our Services. You can find more information here to understand how Amplitude uses and protects your data.

4.3 Social Media Cookies. These cookies are used when you share information using a social media sharing button or “like” button on our Site or you link your account or engage with our content on or through a social networking website such as LinkedIn, Facebook or Twitter. The social network will record that you have done this.

4.4 Disabling cookies. You can typically remove or reject cookies via your browser settings. In order to do this, follow the instructions provided by your browser (usually located within the “settings,” “help” “tools” or “edit” facility). Many browsers are set to accept cookies until you change your settings.

Further information about cookies, including how to see what cookies have been set on your computer or mobile device and how to manage and delete them, visit www.allaboutcookies.org.

If you do not accept our cookies, you may experience some inconvenience in your use of our Site. For example, we may not be able to recognise your computer or mobile device and you may need to log in every time you visit our Site.

4.5 Pixel tags. We may also use pixel tags (which are also known as web beacons and clear GIFs) on our Site to track the actions of users on our Site. Unlike cookies, which are stored on the hard drive of your computer or mobile device by a website, pixel tags are embedded invisibly on webpages. Pixel tags measure the success of our marketing campaigns and compile statistics about usage of the Site, so that we can manage our content more effectively. The information we collect using pixel tags is not linked to our users’ personal information.

5. DATA RETENTION

In Short: Our policy is to keep your Personal Data only for as long as is reasonably necessary to fulfill the purposes for which it was collected and processed, including for the purposes of satisfying any legal, regulatory, accounting or reporting requirements. If you elected to receive marketing communications from us, we retain information about your marketing preferences until you opt out of receiving these communications and in accordance with our policies.

To determine the appropriate retention period for your Personal Data, we will consider the amount, nature, and sensitivity of the Personal Data, the potential risk of harm from unauthorized use or disclosure of your Personal Data, the purposes for which we use your Personal Data and whether we can achieve those purposes through other means, and the applicable legal requirements. In some circumstances, we may anonymize your Personal Data so that it can no longer be associated with you, in which case it is no longer Personal Data.

6. REGION-SPECIFIC INFORMATION

You may be able to exercise certain rights and access certain information depending on your location. Please review the following sections for more details. You can reach out to [email protected] with questions about your information.

EU and UK Individuals

This section applies solely to individuals in the United Kingdom and European Union, provided however that reference to the EU also includes certain non-EU countries, including, where applicable, Switzerland and the European Economic Area countries of Iceland, Liechtenstein, and Norway. Our Privacy Policy describes why and how Pangea.ai collects, uses, and stores your Personal Data, the lawful basis on which your Personal Data is processed, and what your rights and our obligations are in relation to such processing (please see “Your Rights” section below).

6.1 Data Controller

Pangea.ai is the data controller for processing your Personal Data. The data controller is responsible for deciding how Personal Data about you is used. Please contact us with any questions at [email protected] or at the address provided in the Contacting Pangea.ai section below, which also provides the contact details of our representative in the EU and the UK for purposes of the General Data Protection Regulation and the United Kingdom’s Data Protection Act 2018.

6.2 Your Rights

Subject to applicable EU and UK law and where possible, you have the following rights in relation to your Personal Data:l Data, you can report it to the data protection authority that is authorized to hear those concerns.

• Right of access. You may ask us to confirm whether we are processing your Personal Data and, if so, provide you with a copy of that Personal Data along with certain other details. This may include the purposes of the processing, the categories of Personal Data, the recipients of the Personal Data, the right to lodge a complaint, and available information on the source of the Personal Data. If you require additional copies, we may charge a reasonable fee.
• Right to rectification. If your Personal Data is inaccurate or incomplete, you may ask that we erase, amend, or rectify it. If we shared your Personal Data with others, we will tell them about the correction where possible. If you ask us, we will also tell you with whom we shared your Personal Data so you can contact them directly.
• Right to erasure. You may ask us to delete or remove your Personal Data in certain circumstances, such as where our processing is based on your consent. We may retain certain information consistent with applicable law, such as to prevent fraud, or where we have a compelling legitimate ground to do so. If we shared your data with others, we will tell them about the erasure where possible. If you ask us, we will also tell you with whom we shared your Personal Data with so you can contact them directly.
• Right to restrict processing. You may ask us to restrict or ‘block’ the processing of your Personal Data in certain circumstances. We will tell you before we lift any restriction on processing. If we shared your Personal Data with others, we will tell them about the restriction where possible. If you ask us, we will also tell you with whom we shared your Personal Data so you can contact them directly.
• Right to data portability. You may ask to obtain the Personal Data that you consented to give us or that was provided to us as necessary in connection with our contract with you. We will give you your Personal Data in a structured, commonly used, and machine-readable format.
• Right to object. You may ask us at any time to stop processing your Personal Data, and we will do so unless we have a compelling legitimate ground for the processing. We will comply with requests to stop processing your Personal Data as your requests apply to direct marketing.
• Right to withdraw consent. If we rely on your consent to process your Personal Data, you have the right to withdraw that consent at any time, but this will not affect any data that we already processed.
• Right to request deletion of meeting transcripts. You may request the deletion of meeting transcriptions related to your interactions with Pangea.ai. If you do not wish for your meetings to be transcribed, please notify us prior to the scheduled call.
• Right to lodge a complaint with the data protection authority. If you have a concern about our privacy practices, including the way we handled your Personal Data, you can report it to the data protection authority that is authorized to hear those concerns.

You may exercise your rights by contacting us as indicated under the “Contacting Pangea.ai” section below.

6.3 Legitimate Interest

“Legitimate interests” means our interests in conducting and managing our organization and delivering the best Services to you. This Privacy Policy describes when we process your Personal Data for our legitimate interests, what these interests are and your rights. We will not use your Personal Data for activities where the impact on you outweighs our interests unless we have your consent or those activities are otherwise required or permitted by law. You have the right to object to processing that is based on our legitimate interests. For more information on your rights, please see the “Your Rights” section above.

6.4 Data Transfers

Pangea.ai is based in Switzerland. When you use our Site or any of our services, your Personal Data may be transmitted to our service providers supporting our business operations (described above). In case we require to transfer your Personal Data across the border of the European Economic Area or United Kingdom, we will take steps to ensure that your Personal Data receives an adequate level of protection where it is processed and your rights continue to be protected.

7. YOUR CHOICES

You can use the Sites without providing any Personal Data. If you choose not to provide any Personal Data, you may not be able to use certain Services.

8. CHILDREN

Pangea.ai does not knowingly collect Personal Data from children under the age of 16. If you are under the age of 16, please do not submit any Personal Data through the Sites. We encourage parents and legal guardians to monitor their children’s Internet usage and to help enforce our Privacy Policy by instructing their children never to provide Personal Data on these Sites without their permission. If you have reason to believe that a child under the age of 16 provided Personal Data to Pangea.ai through this Sites, please contact us, and we will endeavor to delete that information from our databases.

9. LINKS TO OTHER WEBSITES

The Sites may contain links to other websites not operated or controlled by Pangea.ai (“Third Party Sites”). The information that you share with Third Party Sites will be governed by the specific privacy policies and terms of service of the Third-Party Sites and not by this Privacy Policy. By providing these links we do not imply that we endorse or review the Third-Party Sites. We suggest contacting those sites directly for information on their privacy practices and policies.

10. SECURITY

Pangea.ai takes reasonable and appropriate steps to protect the Personal Data provided via the Sites or the services from loss, misuse, and unauthorized access, disclosure, alteration, or destruction. However, no Internet, email or other electronic transmission is ever fully secure or error free, so you should take special care in deciding what information you send to us in this way.

11. OTHER TERMS AND CONDITIONS

Your access to and use of HTTP://pangea.ai is subject to our Website Terms of Service. Your access to and use of other Sites may be subject to different terms and conditions. Please review those Sites for more information.

12. CHANGES TO PANGEA.AI'S PRIVACY POLICY

The Sites and our business may change from time to time. As a result, at times it may be necessary for Pangea.ai to make changes to this Privacy Policy. Pangea.ai reserves the right to update or modify this Privacy Policy at any time and from time to time without prior notice, unless otherwise required by the applicable law. Please review this policy periodically, and especially before you provide any Personal Data. Your continued use of the Site after any changes or revisions to this Privacy Policy shall indicate your agreement with the terms of such revised Privacy Policy, without prejudice to your rights under the applicable law.

14. CONTACTING PANGEA.AI

Please contact us if you have any questions about Pangea.ai’s Privacy Policy, the information practices of the Sites, or if you have questions about your rights.

We have invidiuals responsible for overseeing questions regarding this Privacy Policy. You may contact the Pangea.ai Team by email at [email protected]