Last updated November 22, 2022
Eleven Software (“Eleven,” “we,” “us,” or “our”) provides a guest Wi-Fi software service (the “Software”) that enables hotel, cruise and other consumer brands to offer Wi-Fi to their customers and guests.
Please read this Policy carefully to understand our policies and practices regarding your information and how we will treat it. If you do not agree with our policies and practices, your choice is to not use our Services. By accessing or using the Services, you agree to this Policy. This Policy may change from time to time. Your continued use of the Services after we make changes is deemed to be acceptance of those changes, so please check the Policy periodically for updates.
We’ve updated our policy to include information about the appointment of Eleven’s representative in the European Union and the United Kingdom for data protection matters.
This Policy applies to data provided through the Software, as well as any data provided by you to Eleven via support ticketing systems, knowledgebase and forums, web contact forms for sales/marketing or other inquiries (our “Sites”), as well as via email, phone and other methods of communication (“Communications”) and any support services we may offer (“Support”). Collectively the Software, Sites, Communications and Support, are the “Services” that are subject to this Policy.
By providing your mobile phone at opt-in, you consent to receive future automated text messages to the mobile number provided to Eleven. You also acknowledge that your agreement to receive these messages isn’t required as a condition of using our Services.
Message and data rates may apply and you should check with the rates of your mobile carrier. All charges are billed by and payable to your mobile service provider. Eleven does not charge you for sending or receiving text messages in connection with the services we provide. You can unsubscribe at any time by texting "STOP" to the short code. A text will be sent back confirming your removal. After this text you will no longer receive SMS messages from us.
This service may not be available on all mobile carriers. Eleven is not liable for any delays in the receipt of any SMS messages or undelivered messages.
Data obtained from you in connection with this SMS service includes your cell phone number, your carrier's name, the date, time and content of your messages, and other information you provide to Eleven as part of this service. We use this information only to contact you regarding the Services we are providing to you. Your mobile information will not be shared with any third parties.
Log files. As is true of most websites, we gather certain information automatically and store it in log files. This information may include internet protocol (IP) addresses and usage data such as browser type, browser language, device identifier, Internet service provider (ISP), referring/exit pages, length of visit, pages viewed, operating system, date/time stamp, clickstream data, crashes, system activity, hardware settings, the date and time of requests, referral URL and other usage data. We may combine this automatically-collected log information with other information we collect about you. If you reach out to us over the telephone or via facsimile, we may also log telephony information such as your phone number, forwarding calls, SMS routing information and types of calls.
Services Use. We may use technologies to automatically collect information from you when you use the Services, including without limitation details of how you used our Services and your search queries. We collect this information to, among other things, provide you information and benchmarking based upon your usage of the Services, which are used in analyzing trends, administering the Services, tracking users’ utilization and to gather information about our customer user base as a whole.
Device Information. We collect information about the device you use to access our Site and our Services, including without limitation the hardware model, operating system and version, unique device identifiers and mobile network information. We may associate your device identifiers and phone number with the account(s) you opened with us.
Location Information. When you use our Services, we may collect and process information about your actual location. We may use IP address, beacons, GPS and other sensors that provide information about nearby devices, Wi-Fi access points and cell towers.
Application Information. Some of our Services use a unique application number, and we may receive the unique application number and information about your installation including without limitation application version number and operating system when you install or uninstall the service or when the service contacts our servers such as for automatic updates.
Local Storage of Information. Our Services may collect and store information locally on your device, including without limitation browser web storage and application data caches.
We may use information collected from or about you for any of the following purposes:
Authentication. Authenticate your identity to grant guest Wi-Fi access at a venue operating by an Eleven partner or customer. Authentication may include gathering information, validating against 3rd party systems like social media or enterprise authentication systems, or other means of identifying you.
To provide Services at the instruction of our customers. We may use personal information we or our customers have collected from you to provide our Services at our customers’ branded websites.
To respond to your requests or to tailor content. We may respond to your requests, which may include processing orders, sending confirmations, providing invoices, processing requests for information about our products and processing downloads for white papers or product demonstrations or evaluations. We may also use your information to customize your interaction with our Site and to provide you with more relevant information and advertisements.
To provide services to you. We may communicate with you about our Services. These may include reports, consulting, educational, training, maintenance and support services for which you have inquired or contracted. For instance, as part of support services, our technical staff may require periodic access to services data to troubleshoot or monitor your system. We may provide technical support and related product information via customer support portal. We may require access to your systems to implement our Software. Any temporary copies of data accessed, used or created as a necessary part of this service are only maintained for time periods relevant to those purposes. As part of these services, we may be required to remotely access your systems or an individual computer in order to troubleshoot a support issue or have direct physical access as part of an onsite engagement. We may also use this data to provide you service and product updates and notices. We may keep a record of your communications and ours to provide improved customer service to you and others, including without limitation recordings of customer support phone calls.
To provide informational services. We may use personal information while providing online forums such as user groups and bulletin boards. We may also do so while delivering live or online events such as training seminars or conferences, including third-party events sponsored by Eleven.
Prevent improper or illegal activity. We may use information to protect, investigate and deter against fraudulent, unauthorized or illegal activity.
To meet legal requirements. Eleven may be required to provide personal information to comply with legally mandated reporting, subpoenas, court orders, or other legal process requirements.
To market and improve our products and services and to create new products and services. We may inform you about our products, services or events and otherwise perform marketing activities. Further, we may use information for analytics purposes and to operate, maintain and improve our products and services. We may also use information to create new products and services.
Verify users. We may use personal information to manage and verify your account and the identity of users of the Services.
Contests and rewards. We may use information to process contest entries and deliver rewards.
Other purposes. We may use personal information for any other legal, business or marketing purposes that are not inconsistent with the terms of this Policy.
Your Internet browser and mobile device may allow you to adjust your browser settings so that “do not track” requests are sent to the websites you visit. We do not process “do not track” (DNT) signals. Our third party service providers may also not respond to DNT signals.
Eleven may disclose personal information in the following circumstances:
Our Sites contain links to third party websites. We are not responsible for the data collection, use practices, policies, or cookie use of the third party sites that you have accessed from our Sites. We encourage our users to be aware when they leave our Site(s) and to read the privacy policies of each website that collects personal information. This Policy applies solely to information collected on or through our Services.
Our Services may offer publicly accessible blogs or community forums. You should be aware that any information you provide in these areas may be read, collected, and used by others who access them. To request removal of your personal information from our blog or community forum, contact us at firstname.lastname@example.org. In some cases, unless required by applicable law, we may not be able to remove your personal information, in which case we will let you know if we are unable to do so and why.
Some of our pages utilize framing techniques to serve content from our partners while preserving the look and feel of our Services. Please be aware that you are providing your personal information to these third parties and not to us.
You have the right to access your personal information and to correct, amend, or delete such personal information if it is inaccurate (except when the burden or expense of providing access, correction, amendment, or deletion would be disproportionate to the risks to your privacy or the rights of other persons). You can access, correct, or request deletion of your personal information by logging into your account. Requests for access, correction, amendment, or deletion should be sent to email@example.com. If your personal data is customer proprietary information, you should direct your requests to Eleven’s customer, and Eleven’s customer shall respond.
Upon request, Eleven will provide you with information about whether we hold any of your personal information. We will respond to any request to access your personally identifiable information within 30 days. It may take us longer if your request is complex or you have made multiple requests in which circumstances we will notify you and keep you apprised of our progress. We will retain your information and the data we process on behalf of our customers for as long as your account is active or as needed to provide you services. We will retain and use this information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements. If you delete any account information, we may retain certain information as required by law or for legitimate business purposes.
If you become an inactive customer, or if we close or suspend your account, we will continue to adhere to the then-current Policy when we collected your personally identifiable information so long as we retain it in our databases. We may delete any or all of your information at any time without notice to you for any reason or no reason unless otherwise required by law to retain it.
We may need to request specific information from you to help us confirm your identity and ensure your right to access your information (or to exercise any of your other rights). This is a security measure to ensure that your information is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
If you are a California resident, California Civil Code Section 1798.83 permits you to request information regarding the disclosure of your personal information by Eleven to a third party for the third party’s direct marketing purposes. To make such a request, you can fill out this form, call us at 1-866-435-3836, send an email to firstname.lastname@example.org, or write us at:
315 SW 11th Avenue, 3rd Floor
Portland, OR 97205
Eleven is committed to cooperating with the EU data protection authorities (DPAs) and the Swiss Federal Data Protection and Information Commissioner (FDPIC) and to comply with the advice given by such authorities with regard to non-human resources data transferred from the EU, UK, and/or Switzerland. If you are a resident of the EU, UK, or Switzerland, the following information applies.
Right to lodge a complaint: Users who reside in the EU, UK, or Switzerland have the right to lodge a complaint about our data collection and processing actions with the appropriate supervisory authority. Contact details for data protection authorities are available here.
Transfers: Personal information we collect may be transferred to, and stored and processed in, the United States or any other country in which we maintain facilities. In compliance with the General Data Protection Regulation (GDPR), we will ensure that transfers of personal information to a third country or an international organization are subject to appropriate safeguards as described in Article 46 of the GDPR.
Individual Rights:: If you are a resident of the EU, UK, or Switzerland, you are entitled to the following rights under the GDPR. Please note: In order to verify your identity, we may require you to provide us with personal information prior to accessing any records containing information about you.
Please note that Eleven is required to disclose personal information about you in response to lawful requests by public authorities, including to meet national security or law enforcement requirements.
Please direct any inquiries regarding your personal information transferred to the United States to email@example.com.
Eleven commits to resolve complaints about your privacy and our collection or use of your personal information transferred to the United States. EU, UK, and Swiss individuals with inquiries or complaints regarding transfer of their data should first contact Eleven by email at firstname.lastname@example.org or via post at:
315 SW 11th Avenue, 3rd Floor
Portland, OR 97205
EU Representative: VeraSafe has been appointed as Eleven’s representative in the European Union for data protection matters, pursuant to Article 27 of the General Data Protection Regulation of the European Union. If you are in the European Economic Area, VeraSafe can be contacted in addition to Eleven’s privacy contact, only on matters related to the processing of personal data. To make such an inquiry, please contact VeraSafe using this contact form or via telephone at: +420 228 881 031. Alternatively, VeraSafe can be contacted at:
VeraSafe Ireland Ltd.
Unit 3D North Point House
North Point Business Park
New Mallow Road Cork T23AT2P Ireland
UK Representative: VeraSafe has been appointed as Eleven's representative in the United Kingdom for data protection matters, pursuant to Article 27 of the United Kingdom General Data Protection Regulation. If you are located within the United Kingdom, VeraSafe can be contacted in addition to or instead of Eleven’s privacy contact, only on matters related to the processing of personal data. To make such an inquiry, please contact VeraSafe using this contact form or via telephone at: +44 (20) 4532 2003. Alternatively, VeraSafe can be contacted at:
VeraSafe United Kingdom Ltd.
37 Albert Embankment
London SE1 7TL
Eleven complies with the EU-U.S. Privacy Shield Framework and Swiss-U.S. Privacy Shield Framework as set forth by the U.S. Department of Commerce regarding the collection, use and retention of personal information transferred from the European Union and Switzerland to the United States. Eleven has certified to the U.S. Department of Commerce that it adheres to the Privacy Shield Principles. If there is any conflict between the terms in this Privacy Shield Statement and the Privacy Shield Principles, the Privacy Shield Principles shall govern. To learn more about the Privacy Shield program, and to view our certification, please visit privacyshield.gov.
Notice and Choice: Eleven informs EU and Swiss individuals about the purposes for which it collects and uses their personal information, how to contact Eleven, the types of third parties with whom Eleven shares their personal information and the choice and means Eleven offers for limiting the use and disclosure of their personal information.
EU and Swiss individuals have the right to know what personal information has been collected about them and to limit use and disclosure of their personal information. Eleven commits to using and disclosing personal information covered by this Privacy Shield Statement only as permitted by the Privacy Shield Principles.
Accountability for Onward Transfer: Under the Privacy Shield Framework, we are responsible for the processing of personal information we receive under the Privacy Shield Framework, and subsequently transfer to a third-party acting as an agent on our behalf. Eleven complies with the Privacy Shield Principles for all onward transfers of personal data from the EU and Switzerland, including the onward transfer liability provisions.
Enforcement, Inquiries and Complaints: Eleven’s participation in Privacy Shield is subject to investigation and enforcement by the Federal Trade Commission. In compliance with the Privacy Shield Principles, Eleven commits to resolve complaints about our collection or use of your personal information. EU and Swiss individuals with inquiries or complaints regarding our Privacy Shield policy should first contact Eleven by:
The Services are not intended for users younger than 16. We do not knowingly collect contact information from children under the age of 16 without verifiable parental consent. If we become aware that a visitor under the age of 16 has submitted personal information without verifiable parental consent, we will remove his or her information from our files. When Eleven delivers the Service at the instruction of its customers, it is possible that we may process information about you if you are under the age of 16 under the instruction of our customers and such processing shall be subject to our customers’ process for obtaining appropriate consents for such processing and shall be subject to our customers’ privacy policies.
Eleven takes reasonable and appropriate measures to protect personal information from loss, misuse, and unauthorized access, disclosure, alteration, and destruction, taking into due account the risks involved in the processing and the nature of the personal information. However, no method of transmission over the Internet, or method of electronic storage, is 100% secure. Therefore, we cannot guarantee its absolute security. If you have any questions about our security, you can contact us at email@example.com. We have put in place procedures to deal with any suspected breach of personal information, and we will notify you and any applicable regulator of a breach where we are legally required to do so.
We reserve the right to modify this Policy at any time. When we make only minor modifications, we may do so without notifying you. It is your responsibility to keep the contact information we have on file for your designated representative current. When we make material modifications affecting data practices where we operate as the data controller, we will post and/or email the new Policy. We will notify you either by means of a notice on this website prior to the change becoming effective or at our election we may email you by sending an email to the email address specified in your account. We encourage you to periodically review this page for the latest information on our privacy practices. The Last Modified Date at the top of this Policy will allow you to quickly know when the last changes were made, and the “What’s New?” section will highlight the changes from the most recent version of the Policy.
If you have questions or concerns regarding this Policy, you should contact us by email at firstname.lastname@example.org. You can also write to us at:
315 SW 11th Ave., 3rd Floor
Portland, OR 97205