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Privacy policy for eero Devices, Applications and Services
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United States
Privacy for eero Devices, Applications and Services
Last updated September 25, 2019
eero LLC (“eero”) has designed a home WiFi system, consisting of a combination of WiFi network hardware devices (“eero Device(s)”) and eero Device software that can be accessed via the eero mobile application (the “Application”). This Privacy Policy applies to Personal Data (defined below) collected via the eero Devices, eero Application and the online services that we provide to users of eero Devices and eero Application(s) (“Services”, and together with the eero Devices and the Application, the “Products”)).
We provide additional details about how we collect and use information from our public web sites in our Privacy Policy for eero Web Sites.
Our Privacy Promise:
We will be clear about the different types of information we collect and how we use them.
We will ask your permission before sharing your personal information with third parties for purposes other than at your request or to provide the Services.
We will use world-class data security tools to keep your data safe and protect the eero Devices from unauthorized access.
International data transfers: by using our Products and providing us with data, you acknowledge and agree that your Personal Data may be collected, processed and stored by eero or its service providers in the United States and other countries where our service providers’ servers reside. Please be aware that the privacy protections and legal requirements, including the rights of authorities to access your personal information, in some of these countries may not be equivalent to those in your country. If you are using Products in the European Economic Area or other regions with laws governing data collection and use that may differ from United States law, you agree to the transfer of your Personal Data to the United States and other countries where eero operates.
Questions; contacting eero; reporting violations.
If you have any questions, concerns or complaints about our Privacy Policy or our data collection or processing practices, please contact us via e-mail at privacy@eero.com. If you want to report any security violations to us, please review our Security team contact info: (https://support.eero.com/hc/articles/115005392803).
User consent
By submitting Personal Data through our Products, you agree to the terms of this Privacy Policy, and you consent to the collection, use and disclosure of your Personal Data in accordance with this Privacy Policy.
A note about children
The Children’s Online Privacy Protection Act (“COPPA”) regulates the collection of data about children under the age of 13 who are accessing a website or other Internet application. Although the eero Secure portion of the Products are designed to support families with children of all ages, the administration, configuration, and management of the eero Devices and Services (e.g. via the Application) is intended for use by adults over the age of 18. We do not require any information regarding minor children in order to manage eero Devices or provide the Services. We offer the opportunity to create profiles for each user of the Services, including minors. To the extent that a user submits Personal Information about minor children, such information is encrypted in transit. In the event that a child under the age of 13 chooses to use the Products, eero believes that its privacy policy and procedures comply with the requirements of COPPA. If you believe that we might have any Personal Data from a child under 13, please contact us at privacy@eero.com.
A note to users outside of the United States
If you are a non U.S. resident, by using our Products and providing us with data, you acknowledge and agree that your Personal Data may be processed for the purposes identified in the Privacy Policy. In addition, your Personal Data may be processed in the country in which it was collected and in other countries, including the United States, where laws regarding processing of Personal Data may be less stringent than the laws in your country. By providing your data, you consent to such transfer.
Types of Data we collect
“Personal Data” means data that allows someone to identify or contact you, including, for example, your name, telephone number, e-mail address, as well as any other non-public information about you that is associated with or linked to any of the foregoing data, and may also include the following product and performance data that are automatically collected when you use eero Devices and Application(s) (collectively“Device Data”), to the extent that such data is associated with or linked to data that allows someone to identify or contact you:
performance statistics, including network speeds, network Internet service provider (ISP), and other eero Device data (e.g., temperature, CPU, memory),
network bandwidth usage statistics (i.e. the volume of data transferred and the protocol of packets),
MAC addresses for eero Devices and connected devices, IP addresses and network SSID,
family profile names, device hostnames, firmware data, Application clickstream, WiFi channel usage information, types of connected devices, the association of devices with a specific family profile, and WiFi signals from other WiFi systems in the area.
“Anonymous Data” means data that, either in its original form or as the result of anonymization procedures that we perform on Personal Data, is not associated with or linked to your Personal Data; Anonymous Data does not, by itself, permit the identification of individual persons. We collect Personal Data and Anonymous Data as described below.
We aim to ensure that any Personal Data we have collected is accurate, complete and current as required for the purposes for which the information is used. However, we require your assistance to help us. If we have Personal Data about you that is not accurate, please let us know at the contact information provided above.
Information you provide to us
We may collect Personal Data from you, such as your first name, last name, e-mail, city, province/state, and telephone number(s) when you register your eero Device(s) or create an account to log in to our Services (“Account”).
Our Application lets you store your Application preferences. We may associate these choices with your Account or the mobile device, and you can edit these preferences at any time in our Application.
When you order eero Devices or Services through the Application, we, or our payment processors, will collect all information necessary to complete the transaction, including your name, phone number, credit card information, billing information and shipping information. This information may be shared with third parties who help process and fulfill your purchases.
If you provide us feedback or contact us via phone or e-mail (for example, for support purposes), we will collect your name, phone number and/or e-mail address, as well as any other content included in the e-mail, in order to send you a reply. When you participate in one of our surveys, we may collect additional profile information.
Information collected via technology
- Information collected by eero Devices
If you use eero Devices, they will collect Device Data. When you sync eero Device(s) with our Application(s), eero Device(s) will upload Device Data to our Application(s) and our servers. We use Device Data to allow the Products to operate and to provide support to you if you have a question or issue with the Products.
- Mobile Services
If you use our Services on your mobile device, including through our Application(s), we may collect your mobile device’s unique device ID number and manufacturer, MAC address, hostname, IP addresses, and how you use the Application(s). This information is generally used to help us deliver the most relevant information to you. Examples of information that may be collected and used include how you use the Application(s) and information about the type of device you use. In addition, in the event our Application(s) crashes on your mobile device, we may receive information about your mobile device model software version and device carrier, which allows us to identify and fix bugs and otherwise improve the performance of our Application(s). This information is sent to us as aggregated information and is not traceable to any individual and cannot be used to identify an individual.
- Broadband Benchmarking Companies
We use third parties (“Broadband Benchmarking Companies”), to perform speed tests to measure and collect the performance (“Benchmarking Results”) of user networks that are maintained through eero Devices (“Network(s)”). We use the Benchmarking Results we obtain from these Broadband Benchmarking Companies to improve our Services, eero Devices, and the Networks. The Broadband Benchmarking Companies add anonymized Benchmarking Results to the databases they maintain and may issue reports regarding network performance. The Broadband Benchmarking Companies may also transfer the Benchmarking Results to third parties where required to do so by law, or where such third parties process Benchmarking Results on their behalf. Each Broadband Benchmarking Companies' ability to use and share the Benchmarking Results is restricted by such company's Terms of Use and Privacy Policy. By using our Products, you consent to the collection and processing of Benchmarking Results by Broadband Benchmarking Companies in the manner and for the purposes set out above. For a full list of Broadband Benchmarking Companies, please contact us at support@eero.com.
- Information collected by eero Devices
Use of your Personal Data
General user
In general, Personal Data you submit to us that is collected from eero Devices and uploaded to our Application(s), is used to respond to requests that you make, to aid us in serving you better, and to provide the Services to you. We use your Personal Data in the following ways
Facilitate the creation of and secure your Account on our network.
Identify you as a user in our system.
Provide and improve the Services.
Improve the usability and performance of eero Devices and the quality of experience when you interact with our Services.
Improve the security of Networks maintained through eero Devices.
Troubleshoot problems with eero Devices.
Measure the performance of our users’ internet service.
Send alerts, reminders, and other notifications to you (e.g., notification that a device has joined your Network).
Tailor our Products to your interests.
Perform research and analysis about your use of, or interest in, our products and services.
Manage our business.
Send you a welcome e-mail to verify ownership of the e-mail address provided when your Account was created.
Send you administrative e-mail notifications, such as security, or support and maintenance advisories.
Send newsletters, surveys, offers, and other promotional materials related to our Services and services made available by third parties and for other marketing purposes of eero.
Creation of Anonymous Data
We may create Anonymous Data records from Personal Data by using various procedures to remove or obscure information (such as your name, email address, phone number or IP address) that makes the data personally identifiable to you. We use this Anonymous Data to analyze request and usage patterns so that we may enhance the content of our Services. We reserve the right to use Anonymous Data for other purpose and disclose Anonymous Data to third parties in our sole discretion.
Disclosure of your Personal Data
We disclose your Personal Data as described below and as described elsewhere in this Privacy Policy.
User Consent or Direction
We may share or disclose your Personal Data at your direction, such as when you authorize a third party web client or application to access your Account or when you direct us to share your feedback with a business. When you use OAuth 2.0 to link your eero Account to a third party application, like Amazon Alexa, you are directing us to share certain pieces of your information, including the locations of your connected eero Devices, the time that an Device was last connected to your Network and which eero Device it connected with, guest network passwords, confirmation of actions performed by us on your Network (i.e., pausing a Network, turning off an eero Device light), and help and error responses, with that application. We have no control over, do not review, and cannot be responsible for these third party web clients and applications. The Amazon Alexa Privacy Policy is available at http://www.alexa.com/help/privacy. We encourage you to read the Amazon Alexa Privacy Policy, and the privacy policies of any other third party web clients or applications, before you authorize us to share or disclose your information with them.
Third Party Service Providers and Companies
eero’s Service Providers. We may share your Personal Data with third party service providers and other companies to:
provide you with the Services that we offer you, including fulfilling orders, processing credit card payments, or other functions necessary for our business;
provide you with additional Services that we offer you through the eero Secure service, including VPN software, antivirus software, password management software, and other offerings;
analyze how our users use our Services;
conduct testing and measure the performance of our users' Networks and of the Services;
facilitate creation of Accounts;
provide technical support; and/or
provide other services, including but not limited to services on behalf of eero.
Your Service Provider. Certain eero consumers purchase or rent their eero Devices from third party service providers such as ISPs, telecommunications companies, home security system companies, or professional audio-visual or network system integrators (“Service Providers”). If you purchase or rent your eero Device from such a Service Provider, we may share your Device Data and Personal Data with the relevant Service Provider in order to enable the Service Provider to provide you with customer network support and service enhancements or improvements for the eero Device(s) and the services that they provide to you. If you no longer receive services from your Service Provider but have properly retained your eero Device(s) and intend to continue using your eero Device(s), please contact us at support@eero.com to inform us so that we can disable the sharing of your Device Data with your former Service Provider. In addition, Service Provider may share Personal Data about you with eero to enable eero to provide you with the Services and service enhancements or improvements for the eero Device(s), and, if applicable, to allow Service Provider and eero to track and reconcile the accounting of any applicable subscription fees for the eero Secure service.
Affiliates
We may share some or all of your Personal Data with our subsidiaries, joint ventures, or other companies under a common control (“Affiliates”), if any, in which case we will require our Affiliates to honor this Privacy Policy.
Corporate restructuring
We may share some or all of your Personal Data in connection with or during negotiation of any business transaction, including merger, acquisition or dissolution, transaction or proceeding involving sale, transfer, divestiture, or disclosure of all or a portion of our business or assets. In the event of an insolvency, bankruptcy, or receivership, Personal Data may also be transferred as a business asset. If another company acquires our company, business, or assets, that company will possess the Personal Data collected by us and will assume the rights and obligations regarding your Personal Data as described in this Privacy Policy.
Custom Audiences.
We may use marketing tools such as Facebook's Custom Audience Lookalike Audience program that enables us to display personalized ads to consumers with characteristics similar to those of our existing eero customers. To determine relevant characteristics of our existing customer base, we may process your email address and/or phone number through a “hashing” application that converts this information to a string of alphanumeric data that is then sent to Facebook to enable Facebook to identify other Facebook users with similar profile characteristics.
You may opt-out of future participation in our Facebook Custom Audience and Lookalike Audience program by sending an email, from the email address you are opting out of, to the email address provided in our contact information above. For your opt-out to be effective, you must: (i) place the following text in the subject line of the email - "Opting Out of Facebook Website Custom Audience Ads", and (ii) in the body of the email, include your name and email address. We will remove your name and email address from all of our future Facebook Custom Audience and Lookalike Audience datasets. In addition, you can use the Facebook advertiser preferences and settings available through Facebook’s account and privacy management features to hide any future ads from eero.
Other disclosures
Regardless of any choices you make regarding your Personal Data (as described below), eero may disclose Personal Data if it believes in good faith that such disclosure is necessary (a) in connection with any legal investigation; (b) to comply with relevant laws or to respond to subpoenas or warrants served on eero or as otherwise permissible by law; (c) to protect or defend the rights or property of eero or its users of the Site or Services; and/or (d) to investigate or assist in preventing any violation or potential violation of the law, this Privacy Policy, or our Terms of Use.
Third party websites
Our Application may contain links to third party websites. When you click on a link to any other website or location, you will leave our Application and go to another site and another entity may collect Personal Data or Anonymous Data from you. We have no control over, do not review, and cannot be responsible for, these outside websites or their content. Please be aware that the terms of this Privacy Policy do not apply to these outside websites or content, or to any collection of your Personal Data after you click on links to such outside websites. We encourage you to read the privacy policies of every website you visit. The links to third party websites or locations are for your convenience and do not signify our endorsement of such third parties or their products, content or websites.
Your choices regarding your information
We will periodically send you free newsletters and e-mails that directly promote the use of our Site or Products. When you receive newsletters or promotional communications from us, you may indicate a preference to stop receiving further promotional communications from us and you will have the opportunity to “opt-out” by following the unsubscribe instructions provided in the e-mail you receive or by contacting us directly (please see contact information above). However, despite your indicated e-mail preferences for promotional messages, we may continue to send you service-related communications, including notices of any updates to our Terms of Use or Privacy Policy.
Location information
We may request Coarse Location permission from your Android mobile device in connection with making a Bluetooth connection between your mobile device and an eero Device (e.g. for setup or configuration changes). If you do not want location information collected by us, you can disable location services on your mobile device.
Changing or deleting your Personal Data
You may correct any of your Personal Data in your Account by editing your profile within your Account or by sending an e-mail to privacy@eero.com. You may request deletion of your Personal Data by us, and we will use commercially reasonable efforts to honor your request, but please note that you will not be able to use your eero Devices if we have deleted the Personal Data in your Account, and that we may be required to keep such information and not delete it (or to keep this information for a certain time, in which case we will comply with your deletion request only after we have fulfilled such requirements). When we delete any information, it will be deleted from the active database, but may remain in our backups. We may also retain your information for fraud prevention or similar purposes.
Applications
You can stop all collection of information by the Application(s) by uninstalling the Application(s) and by unplugging all of the eero Devices. You may use the standard uninstall processes as may be available as part of your mobile device or via the mobile application marketplace or network.
Safeguarding your Personal Data
We take reasonable measures to ensure that Personal Data is kept safe from loss or theft, unauthorized access, use, copying, disclosure or modification. Safeguards include physical, organizational and technical measures appropriate to the sensitivity of the Personal Data.
Retention of Personal Data
We only keep Personal Data for as long as it is required for the reasons it was collected. The length of time we retain information varies, depending on the Service, the nature of the information, and any business or legal requirements. The retention period may extend beyond your relationship with us. When your personal information is no longer required for our purposes, the information is either physically destroyed or deleted.
Changes to this Privacy Policy
This Privacy Policy may be updated from time to time for any reason. We will notify you of any changes to our Privacy Policy by posting the new Privacy Policy at www.eero.com/legal/privacy and we will change the “Last Updated” date above. You should consult this Privacy Policy regularly for any changes.