Privacy Statement

Software Services Agreement  •  Privacy Statement  •  Website Terms of Use

Please Read Carefully Prior To Using This Website

Your privacy is important to us. This Privacy Statement describes the types of information SolarWinds Worldwide, LLC and its subsidiaries (“Papertrail”) collect from and about you when you visit our website (“Website”) and identifies how Papertrail may use and share such information as well as your ability to control certain uses of it.

1. Data Collection

Information You Provide to Us. Papertrail collects information from you when you choose to provide it to us. Any information that is provided by you to us via the Website or otherwise will be treated in accordance applicable data protection law. Such information may be provided to us when you download and install a product for evaluation or trial, download and install a free tool, request a quote from us, purchase or register a product, sign up for newsletters, white papers, our email list, or other assets offered by Papertrail, create a user account on our Website, customer portal or community forum, submit a customer service or technical support ticket, or otherwise contact us. The personal information we collect may include your name, address, email address, telephone number, screen or user name, information about the products that you own and use, or—if you’re a Papertrail customer—your payment information. You may be required to provide certain information to create your account or complete your purchase for certain jurisdictions. If you use a third party login to create your account or otherwise link to us, we may receive certain information about you from the third party (such as social network) based on your registration and privacy settings on that third party service.

Information We Automatically Collect. Papertrail may use cookies, web beacons, or other technologies to automatically collect certain information when you visit our Website, interact with our emails, within the Papertrail products, or in online advertisements. A cookie, also known as an HTTP cookie, web cookie, or browser cookie, is usually a small piece of data sent from the Website and stored in a user's web browser while a user is browsing the Website. Cookies were designed to be a reliable mechanism for websites to remember the state of the website or activity the user had taken in the past. This can include automatically collecting information such as your IP address, browser type, operating system, software version, referrer ID and the domain from which you accessed the Website. When the user browses the Website in the future, the data stored in the cookie can be retrieved by the Website to notify the Website of the user's previous activity. Papertrail also may collect information about your use of the Website, such as the time you spend using the Website, the number of times you return, whether you click-through, open, or forward links, emails, and ads, and other Website usage data.

Other kinds of cookies include authentication cookies, which are the most common method used by web servers to recognise whether the user is logged in or not and the account they are logged in under. Without such a mechanism, the Website would not know whether it is authorized to send a page containing sensitive information or whether it should require a user to authenticate himself/herself by logging-in.

Papertrail uses cookies that are hosted internally and that are provided by service providers to analyze users’ usage of the Website. This facilitates on-going improvements to the Website and improves the customer experience with Papertrail and its products. We also use cookies that are hosted internally to allow users to authenticate themselves on successive visits to the Website. This allows users to gain access to authorised content.

If Papertrail implements other cookies in future, we will update the text with details of these cookies.

Tracking Options and California Do No Track Disclosures. You may adjust your browser settings to limit this tracking or to decline cookies, but by doing so, you may not be able to use certain features on the Website or take full advantage of our offerings. Our system may not respond to Do Not Track requests or headers from some or all browsers. To learn more about the use of cookies or other technologies to deliver more relevant advertising and your choices about not having this information used by certain service providers, please click here (for users in the United States) or click here (for users in the European Union).

Information Collected from Other Sources. Papertrail may obtain information about you from other sources, including updated addresses or contact information, demographic information, and other publicly available data.

Combination of Information. Papertrail may combine the information it receives from and about you including personal information, non-personal information, and information collected offline, as well as information collected from third party sources.

Our Commitment to GDPR

On May 25, 2018, the European Union’s General Data Protection Regulation (GDPR) takes effect. GDPR regulates the governance of personal data for EU citizens with an emphasis on data security and privacy. The GDPR does not only apply to companies that operate in the EU. This regulation will also impact companies operating outside of the EU if they have any EU customers or personal data of anyone in the EU.

SolarWinds® has made information security and data privacy foundational principles of everything we do, and we recognize the importance of passing regulations to advance information security and data privacy for citizens of the EU. We are firmly committed to GDPR readiness.

2. Data Use

Papertrail, and its family of Papertrail companies, may use the information we collect from and about you to:

  • Analyze the data for internal purposes, such as providing user support, responding to your requests for information, fulfilling orders, processing payments and preventing transactional fraud, providing Papertrail products and services, and contacting you;
  • Develop new products and services;
  • Provide you with customized content, targeted offers, and advertising on the Website, other websites, or via telephone or email (if you have agreed to such communications);
  • Contact you with information, newsletters, and promotional material from Papertrail or on behalf of our partners, (if you have agreed to such communications);
  • Research, address problems, and improve the usage and operations of the Website;
  • Protect the security or integrity of the Website and our business; and
  • As described to you at the point of data collection.

3. Data Sharing

Papertrail may disclose the information we collect from and about you (a) to our third party service providers, if the disclosure will enable the service provider to perform a business, professional, or technical support function for Papertrail; (b) in association with law enforcement, fraud prevention, a subpoena, or other legal or government investigatory action; (c) as required by law, rule, or regulation; (d) if Papertrail reasonably believes it is required to protect Papertrail, its customers, or the public; or (e) as described to you and the point of collection.

Papertrail may provide aggregated statistics about users to third parties, but such information will be aggregated so that it does not identify a particular individual or company.

Papertrail may sell or purchase assets during the normal course of our business. If another entity acquires Papertrail or any of our assets, information we have collected about you may be transferred to such entity. In addition, if any bankruptcy or reorganization proceeding is brought by or against us, such information may be considered an asset of ours and may be sold or transferred to third parties. Should such a sale or transfer occur, we will use reasonable efforts to try to require that the transferee use personal information provided through the Website in a manner that is consistent with this Privacy Statement.

4. Data Storage

As Papertrail operates globally, we may transfer your personal information among our global locations, including countries outside the European Economic Area (EEA). Your personal information may be stored on servers in these various global locations. For EEA residents, we will utilize commercially reasonable measures to ensure that your personal information receives the same level of protection as it would had it stayed within the EEA, including seeking to ensure that it is kept secure and used only in accordance with our instructions and for the agreed purpose(s). Additionally, your personal information may be subject to the laws of other countries, where the data protection and other laws may differ from those of your country of residence. Your personal information may be disclosed in response to inquiries or requests from government authorities in the countries in which we operate.

5. Marketing Choice/Opt-Out

Papertrail may periodically send you information regarding Papertrail, its products or its partners. If you no longer wish to continue receiving such information, please click the “unsubscribe” link available at the bottom of the relevant email. You can also contact Papertrail at or at, and let Papertrail know that you no longer wish to receive such information. Alternatively, you can reply to an email from Papertrail and type "REMOVE" in the subject line.

6. Public Forums

Any information you may disclose on community forums or other public areas of the Website becomes public information. Please exercise caution when disclosing personal information in these public areas, as Papertrail has no control over who has access or will utilize said information.

7. Third Party Sites

The Website may include links to third party websites. Papertrail does not own or control these third party websites and these links are for convenience only. Papertrail is not responsible for the availability, content, data collection, utilization of data, use of cookies, or otherwise on the third party websites. If you have any questions about how such third parties’ privacy and data use practices, you should contact such third parties directly.

8. Update and Access to Information

Certain areas of this Website will require you to provide certain personal information. It is your responsibility to provide the most recent available and accurate information. Additionally, please inform Papertrail of any change of name, address, or other information. You have the right, subject to certain exemptions, to obtain a copy of any personal data we hold about you and to correct any inaccuracies in such data. If you wish to avail of any of these rights, please contact us at: Your request will be dealt with as soon as possible and in any event, within 40 days. If you have created an account on the Website, you may update certain information in your account profile. In addition, you may request that Papertrail update, modify, or delete your registered information by sending an email to with the words "UPDATE USER INFORMATION" in the subject line.

9. Security

Papertrail uses commercially reasonable security measures, and strives to safeguard information concerning, and submitted by, users. Despite the security measures employed by Papertrail, users should be aware that it is impossible to guarantee absolute security with respect to electronic information, and User agrees and accepts the risks associated with the same.

10. Questions

If you have any questions about this Privacy Statement or our data handling practices, you may contact us at

11. Modifications to this Privacy Statement

This Privacy Statement and the Terms of Use of the Papertrail Website constitute the complete agreement between the parties with respect to their subject matter and supersede any prior agreement or communication. Papertrail reserves the right to modify this Privacy Statement. In the event Papertrail updates or modifies this Privacy Statement, Papertrail shall endeavor to post such updates or modifications on this Website following any such modifications. It we update or modify the Privacy Statement in a material way, we will utilize commercially reasonable efforts to provide appropriate notice to you.

We value your support. Have questions or suggestions about these terms? Please ask.