Cookie Policy
Last modified:
December
2021
This Cookie Policy should be read together with our Privacy Policy. All terms and conditions, including defined terms, of our Privacy Policy are incorporated by reference into this Cookie Policy and have the same meaning unless the context indicates otherwise. In the event of any conflict between the terms of our Privacy Policy and the terms of this Cookie Policy, this Cookie Policy shall prevail. We keep this Cookie Policy under regular review.
1. Application of this Cookie Policy
Our Website uses cookies to distinguish you from other users. This helps us to provide you with a good experience when you browse our Website and also allows us to improve our Website. By continuing to browse our Website, you are agreeing to our use of cookies. In this Cookie Policy, when we refer to our “Website” we mean our Website as well as the Lobster Ink Platform.
2. Description of cookies
A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer if you agree. Cookies contain information that is transferred to your computer's hard drive.
3. Types of cookies
There are two main categories of first-party cookies on our Website, which are “session cookies” and “persistent cookies”. Session cookies last for the duration of your visit to our Website; they delete themselves when you close your browser. Persistent cookies stay on your device when you close your browser. Cookies are further broken down into four main types of cookies depending on their purpose:
- Strictly necessary cookies. Our Website cannot function properly without these cookies. We only use strictly necessary cookies for their essential purposes unless you have given us consent for any other uses that they may have.
- Analytical/performance cookies. We use these cookies to recognise and count the number of visitors and to see how visitors move around our Website when they are using it. This helps us to improve the way our Website works, for example, by ensuring that our users are finding what they are looking for easily.
- Functionality cookies. These cookies are used to recognise you when you return to our Website. This enables us to personalise our content for you and remember your preferences.
- Targeting cookies. These cookies record your visit to our Website, the pages you have visited and the links you have followed.
Some of the cookies on our Website collect data for more than one use.
4. Third party cookies
Please note that third parties (including, for example, distribution partner networks and providers of external services like web traffic analysis services) may also use cookies, over which we have no control. These cookies are usually analytical/performance cookies or targeting cookies.
5. Cookies and personal data
Cookies allow us to identify you and are therefore your personal data. If you would like to find out more about how we handle your personal data, please review our Privacy Policy.
6. Changing or turning off cookies
You can visit the “options” or “preferences” menu of your browser to change your cookies settings. You can block cookies by activating the settings on your browser that allow you to refuse all or some cookies. However, if you use your browser setting to block all cookies (including strictly necessary and therefore essential cookies) you may not be able to access all or parts of our Website.
Purpose/Activity
Type of data
Lawful basis for processing including basis of legitimate interest
Manage our relationship with you (e.g., responding to your communications, notifying you about changes to our privacy policy)
- Identity
- Contact
- Marketing and Communications
- Necessary for our legitimate interests
- Necessary to comply with a legal obligation
- Performance of a contract
Provide you with information that you have requested from us
- Identity
- Contact
- Marketing and Communications
- Necessary for our legitimate interests
- Your consent
Administer and protect our business and the Website (e.g., troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)k
- Identity
- Contact
- Technical
- Necessary for our legitimate interests
- Necessary to comply with a legal obligation
Deliver relevant Website content to you and measure or understand the effectiveness of the content we serve to you
- Identity
- Contact
- Technical
- Usage
- Marketing and communications
- Necessary for our legitimate interests
Use data analytics to improve the Website, products/services, marketing,customer relationships and experiences
- Technical
- Usage
- Necessary for our legitimate interests
To make suggestions and recommendations to you about products or services that may be of interest to you
- Identity
- Contact
- Technical
- Usage
- Marketing and Communications
- Necessary for our legitimate interests
Infrastructure Subprocessors (data storage)
Entity Name
Purpose
Entity Country
Data Storage Location
Microsoft Corporation (Microsoft Azure)
Provisioning and operations of infrastructure services (PaaS), including CDN, WAF, Network acceleration
United States
EU
Amazon.com, Inc. (AWS)
Provisioning and operations of infrastructure services (PaaS), CDN only
United States
EU
Service Specific Subprocessors (data processors)
Entity Name
Purpose
Entity Country
Data Storage Location
Mandrill
Cloud-based email delivery service providing the ability to send transactional emails
United States
US
Twilio Inc.
Cloud-based email and text message delivery service providing the ability to send transactional messages and transactional emails
United States
US
Zendesk
Provides customer support ticket handling capabilities
United States
US
Mixpanel
Third-party analytics platform used to analyze behaviour of users on Lobster Ink's platforms
United States
EU
Logshero Ltd.
Cloud-based service to capture and store infrastructure log flies
Israel
EU
Functional Software Inc. (Sentry)
Cloud-based service to capture and store application log files
United States
US
Elasticsearch B.V.
Cloud-based service to capture, store, perform real-time search and analyze application events
United States
EU
Hotjar Ltd.
Cloud-based user behavior analytics tool
Malta
EU
Microsoft Corporation (PowerBI)
Cloud-based data and analytics reporting service
United States
US
ChargeBee Inc.
Cloud-based subscription management and recurring billing platform
United States
EU
Lobster Ink and its affiliates (data processing)
Entity Name
Purpose
Entity Country
Nalco Europe BV
Service maintenance and technical support
NL
Lobster Ink Africa
Technical support
SA
Issues Types
Priority
Definition
Symptoms
1
System is non-operational
Prevents all Users from:
- Logging in
- Completing lessons
- Completing any assessments
- Generating any reports
2
System is partially non-operational with no workaround available.
Prevents a material number of Users from:
- Logging in
- Completing lessons
- Completing any assessments
- Generating any reports
3
Partial system failure that moderately affects usage. Workaround available.
Intermittent video playback issues.
4
Issue that causes minimal disruption to a User
Degraded response times.
Display issues on specific browsers.
Response Times
Priority
Response Time
Resolve Time Objective
1
45 minutes
6 hours
2
2 hours
12 hours
3
4 hours
Ticket update every 48 hours until a resolution time is available.
4
4 hours
Ticket update every 48 hours until a resolution time is available.
