Support FAQs

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Platform Status

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Contacting the Support Team

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Website Support Policy

Initial install: Installation documentation is available for various platforms, and the Support Team will provide as much guidance as possible to ensure Privy is installed properly. However, the Support Team will not edit your site code directly. Instead, the team will refer you to your website platform’s support documentation or channels for specific questions about your site code. 

Website conflicts: Privy regularly invests engineering resources to ensure that Privy runs optimally on your website and does not interfere with common website functions. Please note that conflicts with site styling (CSS) and custom JavaScript (JS) are possible. The Support Team will do its best to help you identify these possible conflicts but will not edit your site code directly. Instead, the team will refer you to check with your website developer for a sustainable resolution. 

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Integrated Vendor Policy

Privy integrates with many different platforms and services. The platforms that integrate with Privy typically provide their own support documentation that can be referenced should an issue arise. Privy will offer support around those integrations only as they relate to Privy-specific functionality. 

Additionally, issues resulting from your use of APIs or other code modifications may be outside the scope of support. 

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Policies and Legal Documents

To reflect a constantly changing legislative landscape, Privy routinely updates the company’s various service documents. The most recent versions are linked below. Please review these documents to ensure that your business remains compliant while using Privy services. 

• Acceptable Use Policy

• Data Processing Addendum

• Privacy Policy

• Terms and Conditions

If you have questions about these documents, please email compliance_team@privy.com.

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Security Practices and Policies

See below for Privy’s current security practices and policies. If you believe you’ve found a vulnerability in one of Privy’s services, please see the Security page for responsible disclosure information.

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ADA Compliance

The Department of Justice (DOJ) published the Americans with Disabilities Act (ADA) - Standards for Accessible Design in September 2010. These standards state that all electronic and information technology must be accessible to people with disabilities.

Privy strives to stay compliant and is making changes to become more ADA-compliant to enable all who interact with Privy displays to navigate them easily. The following Privy display types are considered dialogs or modals for ADA compliance: 

• Popups

• Flyouts

• Banners

• Spin-To-Win

• Thank You Displays

Privy has empowered users to adhere to ADA compliance regulations for these dialogs/modals by:

• Site visitors can identify your Privy display as a separate modal, focus on the text in the display, and close the display.

• Site visitors can use the tab button to navigate the display’s elements (e.g., text, form fields, buttons).

• Written context is given to identify and clarify the form fields (e.g., email, phone, text, etc.).

• Site visitors can interact with or select answers to different forms or buttons/links (checkboxes, radio buttons, buttons, and links).

• Privy continues to strive for further compliance and will be continuing to make improvements to become more compliant. If you have further questions about this, please don’t hesitate to contact the Privy team at research@privy.com.

For more information about web accessibility, visit the Web Accessibility Initiative website.

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Supported Browsers

A supported web browser is required to utilize Privy’s full set of features properly. Some features might not behave as expected if you are using Privy on an older or unsupported browser. 

It’s best to keep your browsers updated to the latest version. Not only does this ensure that you can expect Privy to work as expected, but also ensures that your web browsing experience is better overall. To update a supported browser, please refer to their documentation:

• Google Chrome

• Mozilla Firefox

• Apple Safari

• Microsoft Edge

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Privy and Website Speed

Most users do not see a noticeable impact on their site performance when Privy is installed. This is because Privy aims to remain as lightweight as possible regardless of your installation method. That said, Privy offers both synchronous and asynchronous code options to provide the best compatibility with your site, and these code formats impact site performance differently. 

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Submit Feedback to Privy

Customer feedback is invaluable at Privy. While our team members are the ones developing, selling, and supporting the software, our customers are the ones using the tools to attract millions of leads, generate billions of dollars, and build successful businesses.