Privacy Policy | TwinThread

This Privacy Policy explains how we collect, use, share, and protect your personal information for the purpose of operating our websites (including www.twinthread.com), running our business, and managing our relationships with our customers, partners, and suppliers. It also informs you of your rights relating to your personal information.

When we use the term “personal information,” we mean any information that relates to an identified or identifiable natural person. A name, email address, physical address, and technical identifiers like IP addresses are all examples of personal information.
If you provide us with personal information about other persons (such as your colleagues or team members), you must seek their permission and inform them in the first instance, sharing a copy of this Policy with them.

If you are a job applicant, employee, or contractor who has provided personal information to us for recruitment or employment purposes, a separate internal privacy notice applies. If you need a copy of that notice, please contact us at the details below.

TwinThread usually acts as the Data Controller for personal data collected directly through our website, sales, and marketing efforts. This means we are responsible for deciding how we use your personal information.

Note: When providing our Industrial Cloud Platform services to our corporate enterprise clients, TwinThread acts as a Data Processor, handling customer data solely on behalf of and under the instructions of our corporate clients (the Data Controllers).

For data protection queries, to update your communication preferences, or to exercise your privacy rights, please contact us at:

Email: services@twinthread.com
USA Headquarters Address: TwinThread, Inc., 300 E. Main Street, Suite 209, Charlottesville, VA 22902, USA
Canada Office Address: TwinThread Canada Inc., 501-1595 Bedford Hwy, Bedford, NS B4A 3Y4, Canada

We collect personal information through the following channels:

Information you provide when you visit our website: When you complete a "Contact Us" form, request platform demonstrations, download white papers, subscribe to resources, register for events, or use our support portals. This may include your name, business email address, corporate phone number, job title, employer name, and any contextual details you provide in text boxes.
Automated device and usage data: When you navigate our website, we use cookies and tracking technologies to capture your IP address, browser type and version, time zone, operating system, geolocation data, and clickstream information (pages viewed, search queries, response times, and navigation paths).
Information provided by our customers and business partners: In the regular course of business, enterprise clients provide us with contact details of their designated platform administrators and authorized users. This includes professional profile information necessary to provision credentials for the TwinThread Industrial Cloud Platform.
Information relating to your use of our products and Support Sites: We collect logs, technical identifiers, and usage metrics when users log into the TwinThread Platform or interact with our support desk. This may include sensory data, such as audio recordings from technical support or consulting interactions, for quality assurance and training purposes.
Information we receive from third parties: We may obtain your professional contact info from industrial event organizers, marketing partners, and syndication channels where you have expressed interest in Digital Twins and/or Industrial AI.

We process your personal data under legitimate business grounds for the following activities:

To fulfill your requests: Delivering the specific products, services, trial accounts, or informational resources you explicitly request from us.
To operate and improve our website: Troubleshooting bugs, performing data analysis, testing software, administering security measures, and optimizing content delivery to ensure our site displays effectively on your device.
To deliver and manage platform services: Authenticating authorized corporate users, managing subscriptions, securing connections between On-Premise/Edge Agents and the TwinThread Industrial Cloud Platform, and providing ongoing technical support.
To communicate marketing information: Sending tailored industry newsletters, platform feature updates, and event invitations aligned with your professional preferences (see Section 8).
Legal and Regulatory Compliance: Fulfilling our statutory records retention obligations, verifying contract compliance, or responding to valid judicial requests.

To protect our intellectual property, safeguard our Industrial Cloud Platform from cyber threats, and ensure adherence to our Master Subscription Agreement, TwinThread monitors platform operations.

We collect technical metrics, account log-ins, and hardware-identifying information (such as IP and MAC addresses associated with Edge Agent deployments). This processing is executed based on our legitimate interest to prevent unauthorized platform exploitation, enforce usage limitations (such as asset caps), and preserve the integrity and security of the entire TwinThread network environment.

Depending on your geographic location (such as the EU/UK under GDPR, Canada under PIPEDA, or US states like California under the CCPA/CPRA), you have specific statutory rights regarding your personal information. These generally include:

The Right to Access / Know: Request details about the specific pieces and categories of personal information we hold about you and how we process it.
The Right to Rectification: Request correction of inaccurate or incomplete data.
The Right to Erasure ("Right to be Forgotten"): Request deletion of your personal data under certain conditions.
The Right to Restrict or Object to Processing: Challenge or restrict our processing of your information based on legitimate interests or direct marketing.
The Right to Data Portability: Request a copy of your given personal data in a structured, electronic, and machine-readable format (e.g., CSV file).
Non-Discrimination: TwinThread will never discriminate or penalize you for exercising your privacy rights.

To submit a data subject request, please email us at services@twinthread.com. We will acknowledge your request within 10 business days and aim to provide a comprehensive response within statutory timelines (typically 30 to 45 days, depending on your jurisdiction).

We may add your professional details to our marketing database if you make an explicit product inquiry, register for a webinar, request a demo, or interact with us at an industrial conference.

Tailored Profiling: To maximize relevance, we may combine your web engagement data (e.g., specific case studies viewed) with your professional profile to deliver communications that match your industry focus.
Opting Out: You hold full control over your communication preferences. You can update your choices or unsubscribe entirely at any time by clicking the "Unsubscribe" link located at the bottom of our emails, or by reaching out to us at services@twinthread.com.
Third Parties: TwinThread does not sell, rent, or lease your personal information to third parties for their own independent marketing purposes.

We will only disclose your personal information under the following defined circumstances:

With Corporate Affiliates: Sharing data across our legal entities (e.g., between TwinThread, Inc. and TwinThread Canada Inc.) to streamline global corporate functions.
With Third-Party Service Providers: Utilizing trusted subprocessors to handle infrastructure, data hosting, email delivery, customer relationship management (CRM), and IT service desks (see Section 15).
Corporate Transactions: If TwinThread undergoes a business transition, such as a merger, acquisition, or sale of assets, your personal information may be transferred as part of the transaction assets.
Legal Compulsion: If required to do so by law enforcement, court order, or regulatory agency to protect our legal rights, platform safety, or user security.

Security, candor, and trust are our highest priorities. TwinThread implements robust technical and organizational measures designed to protect personal data from accidental loss, unauthorized access, alteration, or unlawful disclosure.

Notably, TwinThread has achieved independent SOC 2 Type 2 Attestation for its Industrial Cloud Platform. This certifies that our operational controls, information security policies, and data handling processes comply strictly with the trust principles of security, confidentiality, availability, privacy, and processing integrity established by the American Institute of Certified Public Accountants (AICPA).

TwinThread operates globally with core infrastructure and offices across the United States and Canada. Consequently, personal information collected in one country may be transferred to, stored in, and processed within another jurisdiction where statutory data protection standards might differ.

Whenever we transfer personal data across borders, we implement recognized contractual safeguards (such as Standard Contractual Clauses or inter-company transfer agreements) to mandate that your information receives a consistent, equivalent level of security regardless of where it is hosted.

We retain your personal information only for as long as necessary to fulfill the specific operational purposes it was gathered for, or as long as permitted by law. This duration is guided by our active business relationship with you, our ongoing business needs, or any legal, regulatory, or contractual compliance obligations.

For marketing data, we will retain your information until you choose to opt out, unsubscribe, or explicitly request that we delete your record. Once you request removal, we will promptly delete or anonymize your data in accordance with applicable laws, except for a minimal record required to ensure we honor your opt-out preference in the future.

To deliver our Industrial Cloud Platform and digital resources effectively, we rely on core third-party infrastructure and service vendors. Below is a foundational list of categories of suppliers we share data with:

Cloud Hosting & Infrastructure: Amazon Web Services (AWS) and/or Microsoft Azure
Customer Relationship Management (CRM): Hubspot
Communication & Support Systems: Hubspot
Website Analytics & Optimization: Google Analytics

(TwinThread reserves the right to update this supplier annex dynamically as its infrastructure changes.)

TwinThread Privacy Policy

What is this document and why should you read it?

1. Who We Are and How You Can Contact Us

2. What Personal Information We Collect About You

3. What We Use Your Personal Information For

4. TwinThread’s Use of Information for Platform Security and Subscription Compliance

5. When We Need Your Consent to Use Your Personal Information

6. Your Obligation to Provide Your Personal Information

7. Your Rights to Know and Control Your Personal Information

8. How We Use Your Personal Information for Marketing

9. When We Will Share Your Personal Information with Others

10. How We Keep Your Personal Information Safe

11. International Transfers of Personal Information

12. How Long We Keep Your Personal Information

13. How You Can Make a Complaint

14. How We Keep This Privacy Policy Up to Date

15. Annex – TwinThread’s Subprocessors and Third-Party Suppliers