Privacy Statement



Your privacy is important to Service Performance Insight (SPI), LLC.  This privacy statement provides information about the personal information that SPI collects, and the ways in which SPI uses that personal information.

 Personal information collection

 Personal information we collect about you in the course of doing business with you, such as when you engage with us as a customer, potential customer, vendor, service provider, professional advisor, consultant or other third party in relation to the provision of our research, consulting and training services, and the operation of our business generally.

 Types of Data and Collection Methods

Information you provide to us through our website, research surveys and publications: Through your use of the website, you may choose to provide us with certain personal information. For example, when you request information, download content, purchase a report, subscribe to a mailing list, newsletter or blog, or respond to a survey or otherwise contact us, we usually collect personal information such as your name, e-mail address(es), company name(s), job title, telephone number and any other information you choose to provide.

You can opt out of providing information by not entering it when asked. If information is required in order to allow us to respond to your inquiry, you will receive a notice advising you of this. If you do not provide us with some or all of the requested information we may not be able to provide the requested information or report to you.

Website navigational information. As you navigate our websites, may also collect information through the use of commonly-used information-gathering tools, such as cookies and Web beacons (“website navigational information”). Website navigational information includes standard information from your web browser (such as browser type and browser language), your Internet Protocol (“IP”) address, and the actions you take on our websites (such as the web pages viewed and the links clicked).

To the extent permitted by applicable law, we reserve the right to combine other information as defined above with personal information that you submit.

Use of Business Data

We will use your personal information for a range of different purposes, including:

  • To respond to your specific inquiry or request and to provide you with information and access to resources that you have requested from us;
  • To administer, protect, operate and maintain the Websites and our systems;
  • To improve the navigation and content of our Websites, system administration and security;
  • To compile aggregated statistics about the site usage and to better understand the preferences of our site visitors;
  • To help personalize your experience on our Websites (for example, we may use IP addresses to approximate your general location such as city and state for purposes such as to provide information on local promotions and events);
  • To help deliver our Services to our customers and to provide customer service and support;
  • To process and complete business transactions and send related information, including transaction confirmations and invoices;
  • To carry out research and development to improve our Services;
  • To carry out other legitimate business purposes, as well as other lawful purposes about which we will notify our users and customers.

We maintain reasonable procedures to help ensure that personal information we collect and use is reliable for its intended use, accurate, complete, and current.

Additionally, we may collect personal information for marketing purposes such as contacting you to further discuss your interest in our company, the Services we provide and ways we can improve them and to provide information on Services, promotions, and events. You can opt out of receiving marketing emails as explained in the “Your Marketing Options” section below.


Under certain circumstances, we may be required to disclose your personal information in response to valid requests by public authorities, including to meet national security or law enforcement requirements.

We may disclose your personal information if required to do so by law in order to (for example) respond to a subpoena or request from law enforcement, a court or a government agency ,or in the good faith belief that such action is necessary (a) to comply with a legal obligation, (b) to protect or defend our rights, interests or property or that of third parties, (c) to prevent or investigate possible wrongdoing in connection with the site or our Services, (d) to act in urgent circumstances to protect the personal safety of users of the site, our Services or the public; or (e) to protect against legal liability.


We may share or transfer your information in connection with a prospective or actual sale, merger, transfer or other reorganization of all or parts of our business. Also, we reserve the right to fully use and share any information that is not in personally identifiable form (such as statistics and survey results that do not identify you individually by name).


You may choose to change your marketing choices by contacting us at, or by contacting us as described in the “How to Contact Us” section below.

You can also unsubscribe from our marketing communications by following the instructions or unsubscribe mechanism in the e-mail message. To opt out of receiving marketing related communications from us, please click on the "opt-out" link in the communication or please contact us at, or by contacting us as described in the “How to Contact Us” section below. Please note that if you do opt-out of receiving marketing- related emails from us, we may still send you important administrative messages, and you cannot opt-out from receiving account-related or other administrative messages.

Third-Party Sites

This Statement does not apply to, nor are we responsible for, the privacy, information or other practices of any third parties, including any third party operating any site or service to which the site links. The inclusion of a link on the site does not imply our endorsement of the linked site or service.


We maintain reasonable and appropriate security measures to protect your personal information from loss, misuse, and unauthorized access, disclosure, alteration, and destruction.

Cross-Border Transfers

Your personal information may be stored and processed in any country where we have facilities or in which we engage service providers. You acknowledge that your personal information may be transferred to countries outside of your country of residence, including the United States, which may have different data protection rules than those of your country.

Retention Period

We will retain your personal information for the period necessary to fulfill the purposes outlined in this Statement unless a longer retention period is required or permitted by law, for legal, tax or regulatory reasons, or other legitimate and lawful business purposes.


If personal information you have submitted to us is no longer accurate, current, or complete, and you wish to update it, please send an e-mail to: or by contacting us as described in the “How to Contact Us” section below. Upon appropriate request we will update or amend your information, but we reserve the right to use information obtained previously to verify your identity or take other actions that we believe are appropriate.


If you have any questions regarding this Statement or if you need to request access to or update, change or remove personal information that we control, you can do so by contacting:

Jeanne Urich, Managing Director:

or by regular mail addressed to:

Jeanne Urich
C/O Service Performance Insight, LLC
25 Boroughwood Place
Hillsborough, Ca. 94010


We reserve the right to change, modify, add or remove portions of this Statement from time to time and in our sole discretion, but will alert you that changes have been made by indicating on this Statement the date it was last updated. When you visit this site, you are accepting the current version of this Statement as posted on the site at that time. We recommend that users revisit this Statement on occasion to learn of any changes.