Privacy Policy Privacy Policy

Effective as of November, 28, 2020

This Privacy Policy describes how we collect and use the information you may provide or may be accessible to us when using the Services.

This Privacy Policy is expressly incorporated into the Terms of Service and is an essential part of the Agreement to which you are bound if you access or use the web application, the website (“Website”) and service (together, the “ Service”). Terms used but not otherwise defined in this Privacy Policy have the definitions included in the Terms of Service.

Please read the entire Agreement, including this Privacy Policy, carefully before accessing or using the Service. Your accessing or using any part of the Service evidences your agreement to be bound by the terms and conditions of the Agreement, including this Privacy Policy. If you do not agree to all the terms and conditions of the Agreement, including this Privacy Policy, then you may not access or use the Service.

Information We Collect



Shared with 3rd Parties

Personal Data

Name To address you by name when using the bot No
Email Address Used to connect your chat program account with your Jira account No
Timezone To send scheduled messages in your local timezone No
Chat username For @mentions and direct messages in your chat program No

Company Data

Team Name For connection to subscription data and reporting No
Team Size For billing and reporting No
Chat Program Team Id Used to associate records together No

Usage Meta Data

Ticket IDs Used to control room spam via throttling of notifications No
Interaction Metadata Types of features being utilized for meta reporting. No

Additional Data

No additional data on your issues or interactions are stored by in conjunction with our Services.

We do not have access additional data such as issue descriptions, work logs, assignments, project names, etc in our systems. These elements pass through Nextup's servers in memory over encrypted connections and never stored in persistent storage.

Data Retention

How long we keep the personal information we collect depends on the type of information, the purpose for which it is used, how sensitive it is, and similar factors. In general, we will retain your personal information for the length of time reasonably needed to fulfill the purposes outlined in this privacy policy (including for as long as need to provide you or our customer with products and services), unless a longer retention period is required or permitted by law. We will also retain and use your information for as long as necessary to resolve disputes and/or enforce our rights and agreements. We retain your account information for the Nextup Services for as long as your employer’s account is active and thereafter unless your employer requests deletion. Aggregated information may be stored indefinitely.

Collection of Information

The web application allows you to connect your ticketing platform(s) with your chat program to facilitate your workflows and save you time. Through your use of the Service, we may have access to and/or collect various types of information:

  • Personal Information. When you use the Services, you may provide us with your personally identifiable information either directly or through third party data sources you connect to the Services (“Personal Information”). This Personal Information may include your first and last name and e-mail when you create an account to log in to our network. If you provide us feedback or contact us via e-mail, we will collect your name and e-mail address, as well as any other content included in the e-mail, so that we may send you a reply.
  • Confidential Information.  When you use the Services, in addition to Personal Information, you may provide us with information that we should reasonably know is confidential and that you expect to be treated as confidential either directly or through third party data sources you connect to the Services (“Confidential Information”).
  • Information from your chat program. The Service requires access to your data, as well as the data of your team members, that is stored in or made available to your chat program as contemplated in your chat progam's Customer Terms of Service. We have access to that information, which may include your Personal Information or Confidential Information.
  • Web-Browser Cookies. The Services may use “cookies” to enhance your user experience. Your web browser may place cookies on their hard drive for record-keeping purposes and sometimes to track information about them. You may choose to set your web browser to reject cookies, or to alert you when cookies are being sent. If you do so, please note that some parts of the Website may not function properly. Please also note that “cookies” are used to collect general usage and volume statistical information that does not include personal information.
  • Web Beacons. Our Website may also contain electronic images known as Web beacons (sometimes called single-pixel gifs) that are set by our service providers or business partners. Web beacons are used along with cookies enabling us and/or our partners to compile aggregated statistics and analyze how our Website is used. We may use a third party service provider or our business partners to gather information about how you and others use our Website. For example, we will know how many users access a specific page and which links they clicked on. We use this aggregated information to understand and optimize how our Website is used.
  • Links to Other Web Sites. Our Website may include links to other web pages whose privacy practices may differ from ours. If you submit personal information to any of those sites, your information is governed by their privacy policies. We encourage you to carefully read the privacy policy of any website you visit.
  • Computer Information. Like most websites, we automatically gather information about your computer such as your IP address, browser type, referring/exit pages, and operating system.

Use of Information

Our primary goals in collecting information are to provide and improve the Services, to administer your use of the Services and to enable you to use and easily navigate the Services. We may use your Personal Information or Confidential Information to let you know about products or services which may be of interest to you or to personalize the Service to meet your needs or preferences. This may involve sharing certain Personal Information or Confidential Information, with affiliated companies or third parties.

We may use your Personal Information or Confidential information to improve the Services, and to deliver the functionality to you and your team and to improve the performance of our proprietary prediction models.

We do not sell, lease or transfer your Personal Information or Confidential information to third parties, but we may and sometimes shall disclose your Personal Information or Confidential information if any one of the following circumstances occur:

  • as required by law such as to comply with a subpoena, or similar legal process;
  • when we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request;
  • if we are involved in a merger, acquisition, or sale of all or a portion of our assets, you will be notified via email and/or a prominent notice on our Website of any change in ownership or uses of your personal information, as well as any choices you may have regarding your personal information;
  • to any other third party with your prior consent to do so.

We also may anonymize or aggregate Personal Information or Confidential Information with the Personal Information or Confidential information of other users (e.g. average performance indicators) so that the information does not identify you and does not identify you as a source of data. Such anonymized or aggregated information does not constitute Personal Information or Confidential Information and we reserve the right to sell, lease or transfer that information now or in the future.

Public Information

If you are a member of a team that has enabled Services, we may publicly present on our Website (i) your team name and team avatar and (ii) your user name, your first and last name, and your avatar. We will not publicly present your personal team information like reports and direct massages you provide to

If you want to be excluded from this section of the usage of the Service, please contact us at


Nextup takes security of data very seriously. Nextup works hard to protect Other Information you provide from loss, misuse, and unauthorized access or disclosure. These steps take into account the sensitivity of the Other Information we collect, process and store, and the current state of technology. Nextup has received internationally recognized security certifications. To learn more about current practices and policies regarding security and confidentiality of the Services, please see our Security Practices. Given the nature of communications and information processing technology, Nextup cannot guarantee that Information during transmission through the Internet or while stored on our systems or otherwise in our care will be absolutely safe from intrusion by others. When you click a link to a third-party site, you will be leaving our site and we don’t control or endorse what is on third-party sites.

If you have any questions about security in using the Service, please review out latest security information or contact us at

Updates to Information

If you would like to review or update your Personal Information, please contact us at

If you ever decide to delete your account, you may do so by emailing If you terminate your account, any association between your account and information we store will no longer be accessible through your account.

Age Limitations

To the extent prohibited by applicable law, Nextup does not allow use of our Services and Websites by anyone younger than 16 years old. If you learn that anyone younger than 16 has unlawfully provided us with personal data, please contact us and we will take steps to delete such information.

Changes to Privacy Policy

We may update and amend this Privacy Policy from time to time. Use of information we collect now is subject to the Privacy Policy in effect at the time such information is used. If we amend this Privacy Policy, we will notify you by posting an announcement on the Website. If we make any material changes to this Privacy Policy, we may also choose at our discretion to notify you through the Services and/or by sending you an email.

You are bound by any update and amendment to the Privacy Policy when you keep using our Website and the Services after such update or amendment has been first posted on the Website.

We encourage you to periodically review this page for the latest information on our privacy practices.

Your Consent

By using our website, you consent to our Privacy Policy and to the collection and use of the information as described here.

International Data Transfers

Nextup may transfer your Personal Data to countries other than the one in which you live. We deploy the following safeguards if Nextup transfers Personal Data from jurisdictions with differing data protection laws:

  • European Union Model Clauses - Nextup offers European Union Model Clauses, also known as Standard Contractual Clauses, to meet the adequacy and security requirements for our Customers that operate in the European Union and the United Kingdom, and other international transfers of Customer Data. A copy of our standard data processing addendum, incorporating Model Clauses, is available upon request at
  • EE.U.-U.S. Privacy Shield and Swiss-U.S. Privacy Shield. - While Nextup LLC (“Nextup”) remains self-certified under the E.U.-U.S. Privacy Shield and the Swiss-U.S. Privacy Shield, it is not currently relying on these frameworks for the transfer of personal data. For more information, including the types of information covered, see Nextup's US’s Privacy Shield Notice. To learn more about the Privacy Shield Program, please see

Data Protection Officer

To communicate with our Data Protection Officer, please email

Your Rights

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below. If you do not receive timely acknowledgment of your complaint, or if your complaint is not satisfactorily addressed, please visit for more information and to file a complaint. The services of the EU DPAs are provided at no cost to you.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

Your California Privacy Rights

This section provides additional details about the personal information we collect about California consumers and the rights afforded to them under the California Consumer Privacy Act or “CCPA.”

For more details about the personal information we have collected over the last 12 months, including the categories of sources, please see the Information We Collect And Receive section above. We collect this information for the business and commercial purposes described in the How We Use Information section above. We share this information with the categories of third parties described in the How We Share and Disclose Information section above. Nextup does not sell (as such term is defined in the CCPA) the personal information we collect (and will not sell it without providing a right to opt out). Please note that we do use third-party cookies for our advertising purposes.

Subject to certain limitations, the CCPA provides California consumers the right to request to know more details about the categories or specific pieces of personal information we collect (including how we use and disclose this information), to delete their personal information, to opt out of any “sales” that may be occurring, and to not be discriminated against for exercising these rights.

California consumers may make a request pursuant to their rights under the CCPA by contacting us at

We will verify your request using the information associated with your account, including email address. Government identification may be required. Consumers can also designate an authorized agent to exercise these rights on their behalf.


Please also feel free to contact Nextup if you have any questions about this Privacy Policy or Nextup's practices, or if you are seeking to exercise any of your statutory rights. Nextup will respond within a reasonable timeframe. You may contact us at