Acceptable Use Policy

FullStory is a new technology, so, for now, it's most useful to describe acceptable use in terms of high-level guidance. We will be updating this document on an ongoing basis to make things clearer and more concrete. Continued access to FullStory requires your ongoing compliance with this Acceptable Use Policy, as referenced in our Privacy Policy and Terms of Service, even as it evolves.

For questions or clarifications, please email team@fullstory.com.
When we say you in this document, we're talking to FullStory customers: people who operate websites that use FullStory.

The Problem

The world of analytics and marketing software is overflowing with technologies that make claims such as Generate leads! Boost revenue! Close more deals! Track prospect life cycles! Convert more trials! and, of course, Use Big Data to answer all possible business questions!

Fine goals, all. But there's rarely a mention of how these technologies benefit users—you know, humans—meant to use your software.

The FullStory Philosophy

At FullStory, we want to help you achieve your business goals by taking a road less traveled: making your website suck less to make your users happier.

Happy users will be more likely to sign up and give you money and then go on to say nice things about you online. Making your website more intuitive spares users from chatting endlessly with your support team.

There's always going to be a continuum between awful and amazing for websites, but it's surprisingly hard to know how your website is actually doing on that scale—even when you’re trying really hard. Most SaaS companies care deeply about user experience and write lots of code to gather and analyze all the usability-related data that's available in web browsers. For most companies, however, that has proven to be too complex and error-prone to do manually.

FullStory does the work for you, gathering usability data automatically and comprehensively, so that companies can get a clear picture for the very first time. With FullStory, website designers and product teams can literally visualize what users are experiencing, like watching a television show on a DVR.

Yes, it can be really painful to watch as your beautiful new design confuses the heck out of people. But it can also be really rewarding to see how even simple tweaks can make the features of your website much more intuitive and discoverable. In any case, you can feel proud to know that yours is the sort of company that is trying to make your website genuinely better for users, not merely trying to gimmick them into a 1.13% better upsell rate this quarter.

Same page?

If you read all of the above and cannot relate at all to caring about users, FullStory is not for you. Please stop reading now.

Acceptable Use

Still with us? Great! Then let's talk about how to properly use FullStory to ensure that you are going to get the maximum insight for improving user experience while respecting every user’s privacy and intent.

  • Information gathered using FullStory cannot be provided to third parties for the purpose of assembling, exchanging or selling customer profiles (e.g. ad exchanges, data brokers). Use FullStory to make your website better for your users, and never to mine user data to create and sell lists.
  • Although FullStory does not make available to you any data that isn't already accessible to your code in the context of your website, it does make it much easier to gather data, so always make sure you're only including data that's appropriate and necessary for pro-user purposes.
  • Use and maintain your list of Excluded Elements in the FullStory configuration to ensure that you never record sensitive information related to credit cards, government-issued ids, etc. Even if your website already stores this sort of data for its own functionality, it isn't relevant for FullStory, and so we want to never see it.
  • Do not use any information in any way that is inconsistent with a user's intent. For example, if a user begins to fill in an email field in a sign-up form but then does not submit it, emailing the user would not be consistent with her or his intent.
  • No porn. It's not you; it's us. At our current stage, we just aren't ready to deal with the baggage associated with porn accounts.
  • We can't work with any site whose intent is to do anything illegal or to foment hatred, bigotry, racism, or gratuitous violence. Of course, if this applies to you, perhaps crafting a wonderfully positive customer experience isn't dominating your thoughts anyway.

And to end on a happy note, if you've read this far, you're undoubtedly the sort of company we aim to empower. Yay! We're eager to work with you!

Last Modified on August 28, 2014