Information we collect from you: We collect personal information directly from our customers and their users in connection with the provision of VMware Services. Depending on the context, such information may include:
- user names and contact details such as email address, job title, company name and phone number;
- user IDs and passwords; and
- other information that customers or users provide to VMware in connection with the provision of the Services.
Further details of the personal information we collect directly from you and our customers and how we process it is covered in our main Privacy Notice. Such information may be combined with information we automatically collect in connection with the provision of the Services and used for the purposes set forth in this Notice.
Information we collect via the Services: In connection with the provision of the Services, VMware collects information from VMware’s software or systems hosting the Services, and from the customer systems, applications and devices that are used to access the Services. Such information is used to facilitate the delivery of the Services to its customers, including managing and monitoring the infrastructure, and providing support (“Services Operations Data”), and for VMware’s own analytics and product improvement purposes (“Usage Data”) as detailed further in this Notice in Part II “How we use your information”. The data collected is generally technical information, with limited individually identifying information such as email address, usernames, filenames, file paths, machine names, IP/MAC address of the user’s device, and identifiers (including cookies). Depending on the Service, the information may include the following types of data:
- Configuration Data: Technical data about how a customer organization has configured VMware Services and related environment information. Examples include Service environment information, Service settings, third party applications and third party systems used in connection with the Services.
- Feature Usage Data: Feature usage data relates to how a customer organization uses VMware Services. Examples include details about which Service features a customer uses and metrics of user interface activity.
- Performance Data: Performance data relates to how the Services are performing. Examples include metrics of the performance and scale of the Services, response times for user interfaces, and details about customer API calls.
- Service Logs: Service logs are automatically generated by the Services. Typically, these logs record system events and state during the operation of the Services in a semi-structured or unstructured form.
- Support Data: Support data relates to information that has been provided by a customer to VMware or is otherwise processed in connection with support facilities such as chat, support calls (including recordings of those calls) and Service support tickets.
- Survey Data: Survey data relates to a customer's Net Provider Score ("NPS") and other similar in-Service surveys or feedback in relation to a customer’s use of the relevant Services.
Services Operations Data may also include such information as:
- Authentication and Access Information: Information that provides access to the Services, such as username and passwords.
- Diagnostic Information: Diagnostic information may be contained in log files, event files and other trace and diagnostic files.
The main difference between Usage Data and Services Operations Data are the purposes for which we use the data. When collecting both Usage Data and Services Operations Data, we always aim to collect the minimum amount of personal information necessary to fulfil these respective purposes. Further information regarding the Usage Data we automatically collect in connection with our existing customer experience improvement programs for certain of our Services is set forth at the VMware Trust and Assurance Center.
Both Usage Data and Services Operations Data may be collected via embedded tracking technologies within our Services. See Part IV "Cookies and Tracking Technologies" below for more information on VMware’s use of cookies and similar tracking technologies.