Privacy Policy

This section applies to you if you are affiliated with one of our customers and would like to understand how we process personal data in the context of providing our Services and operating our business.

Information We Process

In connection with providing our Services, we process Customer Data, Business Records Data, and Administrative Data.  The sections below describe each of these data categories, purposes of processing, and retention period.  The section titled “General Information” describes the categories of third parties to whom personal information is or may be disclosed.

Customer Data.  Customer Data is data provided by our customers or at their direction for the provision of the Services, and excerpts and reports of such data prepared as part of the Services for customers.

Customer Data includes financial and business information of our customers that they provide or make available to us that enables us to provide our Services.  We receive this information directly from our customers or when they authorize us to access third party data repositories (including customer vendors and data aggregating services).  For example, we may import transaction data from a customer’s payment processing service, payroll service provider, bookkeeping software, or other service provider of customer via software integration (such as an application programming interface) or obtain transaction data via log-in information provided by the customer. We may develop ways to obtain transaction information from third party repositories that are more efficient than the initial method, and may update the ways of obtaining transaction data under a customer’s initial authorization.

This financial and business information may include personal information such as identifiers, names of individuals, relationships of individuals with our customers (like job title), and commercial information or employment-related information related to transactions between individuals and our customers (like invoice amounts or payroll amounts), as well as information related to entities (like names, transaction dates, and amounts). Customer Data provided in the context of our tax preparation services commonly includes the names of corporate officers and directors, ownership information, business contact information, and social security numbers of certain individuals for purposes of inclusion in the customer’s tax return or for completion of information returns. Customer Data provided in the context of our stock administration services may include employment status (active or terminated), personal contact information (personal email and address), and social security numbers (if provided by the individual equity holder).

Customer Data also includes financial information that we generate on behalf of our customers in the course of providing our Services, such as reports of financial information provided by our customers or at their direction, which may incorporate personal information.  For example, we prepare financial statements on behalf of our bookkeeping customers, which contains data that we compute on our customers’ behalf.  Depending on the customer’s form of business organization, the financial statements may include the names of individuals as line item names.

For customers who subscribe to more than one of our Services, one Service may obtain Customer Data from another Service to prevent duplicative requests for the same information.  For longer term customers, we may use Customer Data from prior years’ Services for current Services.

IMPORTANT NOTE:  Customers provide us access to third-party systems.  Information practices of these third parties are governed by their privacy policies and data governance programs and are outside of Haven’s control.

How we use Customer Data.  We process Customer Data on behalf of our customers for purposes of providing Services to our customers, and maintaining and improving our Services.  For example:

• Our service delivery personnel review reconciliations of transaction data to prepare financial statements on behalf of our customers.  
• We may create automated rules that increase efficiency in tasks such as categorizations based on learnings from Customer Data.
• We monitor a customer’s expenses to ensure appropriate pricing.
• We track changes in a customer’s business to monitor account health and identify opportunities for customer outreach, for example, if a customer has a financing event we may contact the customer regarding additional offerings.  
• We test and analyze new features of our Services intended to improve their efficiency or to enable customer insights into their financial information. These activities may include processing of Customer Data.
• We make product development investments based on trends in customer behavior.

To Provide Customer Service and Technical Support.  We may also process Customer Data in connection with customer support requests.

For Research, Including Publishing or Sharing Combined Information from Multiple Customers or Users, But Only in a Way that Would Not Allow the Customer or Any Other Person to be Identified. Only in a way that would not allow a customer or any other identifiable person to be identified, we may prepare and share information, such as benchmarking studies, about our customers with third parties, such as advertisers or partners, for research, academic, marketing and/or promotional purposes. We or our third party partners may publicly report the aggregated findings of the research or analysis, but only in a way that would not allow a customer or any other identifiable person to be identified.  For example, we might analyze which vendors our customers most commonly use and disclose the results on our website.  We might sample aggregate expense data from our customers to publish insights on our website.  

How long we retain Customer Data.  Except as discussed below in Business Records Data, we retain Customer Data relating to tax preparation for at least seven years from the due date (including extensions) of the related tax filing and we retain other Customer Data for the purposes of assisting former customers (upon request at current hourly rates) with post-termination questions related to our Services as they transition, for example, to a different service provider, complying with legal obligations, resolving disputes, enforcing our agreements, completing any outstanding transactions, and detecting and preventing fraud.  We retain Customer Data until we receive a request to delete it, in which case, subject to any applicable legal requirements, we will take reasonable steps to remove or de-identify Customer Data in our systems that is not contained in Business Record Data.  We retain Customer Data incorporated into our reconciliation rules in a manner that does not identify the customer indefinitely and in accordance with applicable law.

Business Record Data.  In the course of providing our Services, our personnel communicate with representatives of our customers through a number of channels, including email, messaging applications, and conference calls (including video conference calls), all of which generate Business Record Data.  Business Record Data includes customer instructions and authorizations that we rely on to provide our Services to our customers, as well as work papers and other information incidental to Service delivery, such as meeting scheduling information and follow up questions to customers (and information relating to our methodology that guides our processes and timing of gathering information from customers in order to provide our Services).  Categories of personal information we collected in Business Record Data in the last twelve months and sources from which we obtain personal information are set forth below:

• Personal identifiers like name, business email address, business phone number and business address from individual points of contact of our customers who correspond with us as we provide our services.
• Employment related information like your employer’s name and your job title from individual points of contact of our customers who correspond with us as we provide our services, for example, a job title commonly appears in an email signature.
• Audio and visual information like recording of your voice and likeness in calls or video conferences with our sales and service delivery personnel from individual points of contact of our customers who participate in calls or video conferences, with their consent.
• Inferences from personal information like customer satisfaction survey results from individual points of contact of our customers who respond to customer satisfaction surveys.

How we use Business Record Data.  We collect and process Business Record Data for our business purposes, which include, for example:

To Provide Our Services and Operate Our Business.  We process Business Record Data to provide our Services and customer support to our customers and for our business purposes, including service delivery management, analysis and improvement, new product and process development, and record keeping.

Customer Service and Technical Support. We may offer various Internet chat services, for example, to speak with a Haven support representative. A transcript of the chat session may be retained to resolve questions or issues related to our Services.

How long we retain Business Record Data.  We retain Business Record Data for the purposes of maintaining documented customer instructions and approvals and a record of our relationships with customers, complying with legal obligations, resolving disputes, enforcing our agreements, completing any outstanding transactions, and detecting and preventing fraud.  We retain this data for as long as we may have a legal reason to keep it, which is up to the end of the longest applicable statute of limitations period.  We may delete this data earlier if we determine that it is not necessary to retain for the purposes mentioned above.  Customer Data may also be included in emails, messages, or call recordings.  To the extent Customer Data exists in our Business Record Data, it is incidental to our business purpose for retaining Business Record Data, and we process this Customer Data only for record keeping and legal purposes, and only in the context of our business relationships with our customers. The retention period for service fulfillment partners providing Haven Tax Services is governed by the service fulfillment partners’ privacy policy and data governance practices.

Administrative Data.  Administrative Data includes information related to Service management (for example, billing information, etc.) and information about the usage of our Services (for example, log data or metadata from service delivery communications and customer interactions, such as email senders and recipients, subject lines, dates of communication, and response times). Categories of personal information we collected in the last twelve months and sources from which we obtain personal information are set forth below:

• Personal identifiers like name, business email address, business phone number, business address, internet protocol addresses and cookie identifiers from you, if you choose to provide this information, individual points of contact of our customers who correspond with us as we provide our services and customer points of contact provide personal information about additional points of contact.
• Employment-related information like your employer’s name and your job title from you, if you choose to provide this information.
• Inferences from personal information like analysis of effective ways to improve our services for all customers from our analysis of metadata that we collect about the use of our products and services.

How we use Administrative Data.  We collect and process Administrative Data for our business purposes, which include, for example:

Account Registration. We may use your name, business address, business phone number, and business email address to register an account for you for certain Services we provide (for example, to create an account in our application) and to communicate important information to you. If you set up an account that may be accessed by people other than you, please note that they may see and have the ability to change or delete your personal information.

To Provide Our Services and Operate Our Business. We may use your information to operate our business, including providing our Services to your employer, providing support related to our Services, and protecting our Services, including to combat fraud and to protect your information.  For example, we collect Usage Information for the purpose of facilitating the proper, efficient, and secure operation of our Services.  For example, we may collect IP addresses to track and aggregate non-personal information, such as using IP addresses to monitor the regions from which users navigate to our Services to comply with US trade restrictions. We may also collect IP addresses from users when they log into the Services as part of our log-in and security features. We use Cookies to remember your preferences and navigation through our application to provide you an efficient experience with our application. 

Customer Service and Technical Support. We may use your name, business address, business phone number, business email address, how you interact with our Services, and information about your computer configuration to resolve questions you may have about our Services and to follow up with you about your experience. 

Communicate with You and Tell You About Other Services. We may use your business contact information to communicate with you about our Services and to give you offers for third party (for example, our Integration Partners) products and services that we think may be of use to you. Please see below under “General Information—Your Rights and Managing Your Privacy” for the choices you have regarding these communications.

To Improve Services and Develop New Services. We use Administrative Data to personalize or customize your experience and the Services, develop new features or services, and to improve the overall quality of Haven’s Services.  

Feedback. We may use (a) any suggestions that you make to us and (b) information you volunteer in surveys you answer for us, and combine them with feedback and/or answers from other customers, in order to better understand our Services and how we may improve them. Answering any survey is optional.

Research, Including Publishing or Sharing Combined Information from Multiple Customers or Users, But Only in a Way that Would Not Allow the Customer or Any Other Person to be Identified. Only in a way that would not allow a customer or any other identifiable person to be identified, we may prepare and share information about our customers with third parties, such as advertisers or partners, for research, academic, marketing and/or promotional purposes. We or our third party partners may publicly report the aggregated findings of the research or analysis, but only in a way that would not allow a customer or any other identifiable person to be identified.

How long we retain Administrative Data.  We will retain Administrative Data as long as necessary to serve you, to maintain a customer’s account for the entire period during which a customer subscribes to our Services, or as otherwise needed to operate our business.  We retain and use Administrative Data as required by applicable law and Haven’s records and information management policies to comply with our legal obligations, resolve disputes, enforce our agreements, complete any outstanding transactions, and for the detection and prevention of fraud, as well as to improve our Services, develop new services, and for any other business use, including disclosure to third parties or publicly, provided that we will not publicly disclose information that identifies a customer by name or its employees without the customer’s consent, unless otherwise required by law.  We retain Administrative Data until we determine that we no longer need it for the purposes described above.  We may retain different types of Administrative Data for different periods. Currently, we retain a record that a customer’s account existed (and related billing and customer relationship management information) and the individuals who are associated with the customer and who have access credentials and other Administrative Data indefinitely.  

When you close your account, we may continue to communicate with you about our Services, give you important business updates that may affect you, and, unless you have opted out of receiving marketing communications, let you know about products and services that may interest you.