How Alkren handles website enquiries, portal accounts and customer support information.
Privacy Policy
Last Updated: October 20, 2026
1. Introduction and Scope
Alkren LLC (“Alkren,” “we,” “us,” or “our”) respects your privacy. This Privacy Policy explains how we collect, use, disclose, retain and protect personal information, and the choices and rights available to you.
It applies to personal information we collect when you:
• visit or use our website at alkren.com, including its subdomains and related pages (the “Website”);
• send a demo request, quote request, partnership inquiry or other request, or use the contact form;
• request access to, sign in to or use our password-protected customer portal (the “Customer Portal”), including to download software, obtain license files, read knowledge and reference material, or open and manage support conversations;
• communicate with us, including with our sales and support teams; or
• otherwise interact with us in connection with our products and services.
We refer to all of these together as the “Services.”
“Personal information” means information that identifies, relates to or describes you, or that could reasonably be linked, directly or indirectly, to you. It does not include de-identified or aggregated information that can no longer reasonably be linked to you.
Alkren is the “controller” (and, where applicable, the “business”) responsible for personal information collected through the Services, except for information we process on behalf of business customers, described in Section 14. If a product you license sends information to us, that product’s documentation and your agreement with us describe that processing.
This Privacy Policy does not apply to third-party websites, products or services, even if they link to or from the Services. Please read it together with our Terms of Service and Cookie Policy.
2. Information We Collect
2.1 Information You Give Us
• Demo, quote and partnership requests. Your name, work email, organization, country or region, the solution suite, product or module you are interested in, the request type, your deployment preference, details of your requirement, optional quote, quantity, channel or territory details, an optional phone number, and whether you would like occasional product updates.
• Contact form messages. Your name, email address, optional organization, the topic you choose and your message.
• Portal access requests. Your name, work email, organization and the relationship and reason you describe.
• Customer Portal accounts. Your name, email address, a hash of your password, your organization memberships, role and permissions, and your notification preference. If you enable an authenticator app, we store the information needed to verify it in encrypted form, together with hashed single-use recovery codes.
• Support conversations. Ticket subjects and descriptions, replies, the product and version concerned, attachments you upload (such as screenshots, logs or documents), optional satisfaction ratings and comments, and saved drafts.
• Data and account requests. Requests you submit from the Customer Portal to review, export, correct or delete your information, and our recorded outcome.
• Feedback. Feedback you send about the Website or Customer Portal, including the page or task concerned.
• Other communications. The content of emails and other messages you send us.
2.2 Information Collected Automatically
• Session cookie. The Website sets one essential cookie that keeps your session, protects forms and supports sign-in. See our Cookie Policy.
• Account and security records. For signed-in users, when sessions start and were last used, sign-in and authenticator events, and an audit trail of account, permission and content changes. These records identify the account concerned; the application does not store your IP address in them.
• Abuse protection. To limit repeated sign-in attempts and form submissions, we keep short-lived counters keyed by a cryptographic hash of your IP address or email address. They are cleared after they expire. Public forms also use a hidden field and a timing check to block automated spam, and we limit how many confirmation emails one address can receive; neither identifies you.
• Article views and feedback. When you read a knowledge article or reference document, or tell us whether it was helpful, we record a daily-rotating, keyed hash derived from your IP address and browser information instead of the address itself. This lets us count views and feedback without identifying you.
• Download records. When a file is downloaded, we record which file, when, and the account and organization involved, if any.
• Server logs. Our hosting provider’s web servers may automatically record technical information about requests, such as IP address, browser type, requested page and time, for security and operations.
2.3 Information From Others
• Your organization. Your employer or another customer organization may give us your name, business contact details and role so that we can give you portal access. Its administrators may invite you or change your membership.
• Partners and distributors. If your organization works with us through an authorized partner or distributor, that partner may share contact, order, license and support information with us.
2.4 Sensitive Information
Please do not send us sensitive personal information, such as government identification numbers, financial account or payment card numbers, health information, or information about racial or ethnic origin, religious beliefs, sexual orientation or union membership. Never include passwords, private keys, authentication codes or other secrets in forms, tickets or attachments.
Your Customer Portal sign-in credentials may be considered sensitive personal information under some laws. We use them only to authenticate you and secure your account.
If you choose not to provide information we request, we may be unable to respond to you, create an account, provide support or deliver our products.
3. How We Use Information
We use personal information to:
• Respond to requests: reply to messages, arrange demonstrations and evaluations, prepare quotes and proposals, and coordinate with an authorized partner or distributor where relevant.
• Provide the Services: review access requests, create and manage accounts and organization memberships, deliver permitted software, releases, license files and documentation, and keep records of entitlements.
• Provide support: manage support conversations, investigate issues and improve our support.
• Send service messages: request receipts, account links, security notices, support and delivery updates, and notices about changes to our terms or policies.
• Send product updates: only if you opted in. You can withdraw at any time (see Section 10).
• Improve the Services: understand which articles and documents are useful and how the Website and Customer Portal perform.
• Protect security: protect accounts and the Services, and detect, investigate and prevent fraud, spam, abuse and unauthorized use of our products.
• Meet legal obligations and enforce our rights: comply with laws and lawful requests, keep business records, enforce our Terms of Service and other agreements, and establish, exercise or defend legal claims.
• Complete business transactions: evaluate or carry out a merger, acquisition, financing, reorganization or sale of all or part of our business or assets.
• Other purposes: any other purpose we describe when we collect the information, or with your consent.
We do not sell personal information, use it for targeted advertising, or make decisions about you based solely on automated processing that produce legal or similarly significant effects.
4. Legal Bases (EEA, UK and Switzerland)
If you are in the European Economic Area, the United Kingdom or Switzerland, we rely on these legal bases:
• Contract: to provide the Services you or your organization requested, or to take steps you asked for before entering into a contract, such as answering a demo request.
• Legitimate interests: to respond to business inquiries, administer business relationships, secure and improve the Services, prevent fraud and misuse, and establish or defend legal claims, where these interests are not overridden by your rights.
• Consent: to send optional product updates. You can withdraw consent at any time without affecting earlier processing.
• Legal obligation: to keep records and respond to lawful requests where the law requires it.
5. How We Share Information
We share personal information only as described below:
• Service providers: companies that host the Website and its database, deliver email and provide other infrastructure we use to operate the Services. They may use personal information only to provide services to us.
• Partners and distributors: the authorized partner or distributor involved in your request, order or support, as needed for that purpose. Channel access to a request is granted explicitly, one request at a time.
• Your organization: if your account belongs to an organization, its approved administrators can manage your membership, and support conversations you share with your organization are visible to its approved members.
• Professional advisors: lawyers, accountants, auditors and insurers, as needed for the services they provide to us.
• Legal and safety reasons: courts, regulators, law enforcement or others, when we believe in good faith that disclosure is required by law or needed to protect the rights, property or safety of Alkren, our users or others.
• Business transfers: a buyer, successor or other party in connection with an actual or proposed merger, acquisition, financing, reorganization, bankruptcy or sale of assets.
• With your consent or at your direction.
We do not sell personal information, share it for cross-context behavioral advertising, or disclose it to third parties for their own direct marketing.
6. Cookies
The Website uses one essential first-party cookie, ALKRENSESSID, to keep your session, protect forms and support sign-in. It does not use advertising cookies, analytics cookies, tracking pixels or third-party embedded content. Because we do not track visitors for advertising, browser Do Not Track and Global Privacy Control signals do not change how the Website works. Our Cookie Policy has the details.
7. How Long We Keep Information
We keep personal information for as long as needed for the purposes in this Privacy Policy, unless a longer period is required or permitted by law. We consider the nature of the information, our relationship with you or your organization, contractual commitments, legal, tax and record-keeping duties, the need to resolve disputes and prevent misuse, and any legal hold.
The application does not delete records automatically. We review deletion and anonymization requests individually and record the outcome. Closing or deactivating an account does not by itself erase past conversations, audit records or backups, and information in backups is removed as backups are replaced. Abuse-protection counters expire automatically, and account links expire after use or a set time.
8. Security
We use administrative, technical and organizational safeguards designed to protect personal information. These include HTTPS, password hashing, encrypted storage of authenticator secrets, hashed single-use recovery codes, required authenticator apps for staff, session expiry and revocation, permission checks that keep each organization’s records separate, and audit records of sensitive changes. No website or system is completely secure, and we cannot guarantee security.
Keep your password, authenticator and recovery codes private. If you suspect unauthorized use of your account, tell us immediately using the contact form and the topic “Security report.” If the law requires us to notify you of a security incident affecting your information, we will do so.
9. International Processing
Alkren and its service providers may store and process personal information in the United States and in other countries where they operate, which may have data protection laws different from yours. Where the law requires safeguards for transfers from the EEA, the UK or Switzerland, we use an appropriate mechanism, such as the European Commission’s Standard Contractual Clauses and their UK and Swiss equivalents. Contact us for more information.
10. Your Choices
• Product updates: if you opted in, you can withdraw at any time using the contact form.
• Support notification emails: signed-in users can turn these off under Profile & security. Essential security messages stay on.
• Account details: you can update your display name in the Customer Portal and ask us to correct other information.
• Cookies: you can block or delete cookies in your browser, but forms and sign-in will not work without the essential session cookie.
11. Your Privacy Rights
11.1 Your Rights
Depending on where you live, and subject to exceptions under applicable law, you may have the right to:
• Access: confirm whether we process your personal information and get a copy of it.
• Correction: ask us to correct inaccurate or incomplete information.
• Deletion: ask us to delete your information.
• Portability: receive information you gave us in a portable format.
• Restriction and objection: ask us to limit or stop certain processing, including processing based on legitimate interests.
• Withdraw consent: where we rely on consent.
• Opt out: of the sale or sharing of personal information, targeted advertising and certain profiling. We do not do any of these.
• Non-discrimination: not be treated differently for exercising your rights.
These rights are not absolute. We may decline or limit a request where the law allows, for example where we cannot verify your identity, where it would affect the rights of others, or where we need the information to meet a legal obligation or defend a legal claim. Where the law allows, we may also refuse, or charge a reasonable fee for, requests that are manifestly unfounded, excessive or repetitive, and we never disclose one person’s information to someone else without proper verification.
11.2 How to Make a Request
Use the contact form on our Contact page and choose the topic “Privacy request.” Tell us what you would like us to do and where you live. If you have a Customer Portal account, you can also submit a request under Profile & security. We will respond within the period required by applicable law, such as one month under the GDPR or 45 days under most US state privacy laws, and we will tell you if we need to extend it.
11.3 Verification and Authorized Agents
We verify your identity before acting on certain requests, for example by asking you to confirm control of your email address or to sign in. Where the law allows, you may use an authorized agent; we may ask for proof of the agent’s authority and verify your identity directly.
11.4 Appeals and Complaints
If we decline your request, you can appeal by using the contact form with the topic “Privacy request” and the word “Appeal” in your message. If we deny your appeal, you may contact your state attorney general or your data protection authority. If you are in the EEA, the UK or Switzerland, you may complain to your data protection authority at any time.
11.5 California Residents
To the extent the California Consumer Privacy Act (CCPA) applies to us: in the past 12 months we have collected identifiers (such as name, email address and account username), customer records (such as organization and phone number), commercial information (such as products and licenses requested or provided), internet or other electronic network activity (such as download records and pseudonymous article views), professional information (such as employer and role), audio, electronic or visual information you attach to support conversations, and sensitive personal information limited to account sign-in credentials.
We collect these from the sources in Section 2, use them for the purposes in Section 3 and disclose them for business purposes to the recipients in Section 5. We do not sell or share personal information, we use sensitive personal information only to provide and secure the Services, and we do not knowingly sell or share the information of consumers under 16. We keep each category as described in Section 7. You have the rights to know, access, correct and delete, and not to receive discriminatory treatment. We do not disclose personal information to third parties for their own direct marketing purposes.
11.6 Other US States
Residents of Colorado, Connecticut, Delaware, Indiana, Iowa, Kentucky, Maryland, Minnesota, Montana, Nebraska, New Hampshire, New Jersey, Oregon, Rhode Island, Tennessee, Texas, Utah, Virginia and other states with privacy laws may have some or all of the rights in Section 11.1, to the extent those laws apply to us, including the right to appeal a decision. Nevada residents may ask us not to sell covered information; we do not sell it.
12. Children
The Services are intended for businesses and for individuals who are at least 18 years old. They are not directed to children, and we do not knowingly collect personal information from anyone under 18. If we learn that we have, we will delete it.
13. Third-Party Websites
The Services may link to websites and services we do not control. Their own privacy policies apply, and we are not responsible for their practices.
14. Business Customers and Customer Data
Our products and services are designed for organizations (“Customers”). If you use the Services on behalf of a Customer, that Customer may manage your membership and access.
Information that a Customer or its users submit to our hosted services, or provide to us for support or professional services, may include personal information about the Customer’s employees, users or others (“Customer Data”). We process Customer Data on the Customer’s behalf, as a processor or service provider, under our agreement with that Customer. If your personal information is part of Customer Data, please contact the relevant Customer to exercise your rights; we will help the Customer as required by law and our agreement. Software that a Customer installs in its own environment processes data under that Customer’s control, and we receive it only if the Customer sends it to us.
15. Changes to This Policy
We may update this Privacy Policy. When we do, we will post the new version here and change the “Last Updated” date. If we make material changes, we will give additional notice where required, for example by email or in the Customer Portal.
16. Contact Us
For questions or requests about this Privacy Policy, use the contact form on our Contact page, linked as “Contact Alkren” in the footer of every page, and choose the topic “Privacy request.” If you have a Customer Portal account, you can also open a support conversation or use Profile & security.