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California privacy table

Category of personal information
Purposes of use
Categories of third parties to which we discloses this personal information
Categories of third parties to which we “sell” or “share” this personal information for advertising and/or analytics purposes
Contact information
Purposes of useProvide the Services; Account Management; Security & Performance; Analytics & Product Development; Marketing, Outreach, and Online Advertising; Legal & Compliance
Categories of third parties to which we discloses this personal informationOther users; Customers; Integrations; Joint Marketing Partners; Service Providers; Online advertising and/or analytics providers; Affiliates; Entities for Legal Purposes; Entities for Business Transactions; Entities with your consent
Categories of third parties to which we “sell” or “share” this personal information for advertising and/or analytics purposesOnline advertising and/or analytics providers
Billing and payment information
Purposes of useProvide the Services; Account Management; Security & Performance; Analytics & Product Development; Marketing, Outreach, and Online Advertising; Legal & Compliance
Categories of third parties to which we discloses this personal informationCustomers; Service Providers; Affiliates; Entities for Legal Purposes; Entities for Business Transactions; Entities with your consent
Categories of third parties to which we “sell” or “share” this personal information for advertising and/or analytics purposesWe do not “sell” or “share” this information
Product usage information
Purposes of useProvide the Services; Account Management; Security & Performance; Analytics & Product Development; Marketing, Outreach, and Online Advertising; Legal & Compliance
Categories of third parties to which we discloses this personal informationOther users; Customers; Integrations; Service Providers; Affiliates; Entities for Legal Purposes; Entities for Business Transactions; Entities with your consent
Categories of third parties to which we “sell” or “share” this personal information for advertising and/or analytics purposesWe do not “sell” or “share” this information
Device information
Purposes of useProvide the Services; Account Management; Security & Performance; Analytics & Product Development; Marketing, Outreach, and Online Advertising; Legal & Compliance
Categories of third parties to which we discloses this personal informationService Providers; Online advertising and/or analytics providers; Affiliates; Entities for Legal Purposes; Entities for Business Transactions; Entities with your consent
Categories of third parties to which we “sell” or “share” this personal information for advertising and/or analytics purposesOnline advertising and/or analytics providers
Profile information
Purposes of useProvide the Services; Account Management; Security & Performance; Analytics & Product Development; Marketing, Outreach, and Online Advertising; Legal & Compliance
Categories of third parties to which we discloses this personal informationOther users; Customers; Integrations; Service Providers; Affiliates; Entities for Legal Purposes; Entities for Business Transactions; Entities with your consent
Categories of third parties to which we “sell” or “share” this personal information for advertising and/or analytics purposesWe do not “sell” or “share” this information 
Company information
Purposes of useProvide the Services; Account Management; Security & Performance; Analytics & Product Development; Marketing, Outreach, and Online Advertising; Legal & Compliance
Categories of third parties to which we discloses this personal informationOther users; Customers; Integrations; Joint Marketing Partners; Service Providers; Online advertising and/or analytics providers; Affiliates; Entities for Legal Purposes; Entities for Business Transactions; Entities with your consent
Categories of third parties to which we “sell” or “share” this personal information for advertising and/or analytics purposesOnline advertising and/or analytics providers
Site usage information
Purposes of useProvide the Services; Account Management; Security & Performance; Analytics & Product Development; Marketing, Outreach, and Online Advertising; Legal & Compliancev
Categories of third parties to which we discloses this personal informationService Providers; Online advertising and/or analytics providers; Affiliates; Entities for Legal Purposes; Entities for Business Transactions; Entities with your consent
Categories of third parties to which we “sell” or “share” this personal information for advertising and/or analytics purposesOnline advertising and/or analytics providers
Campaign Information
Purposes of useProvide the Services; Account Management; Security & Performance; Analytics & Product Development; Marketing, Outreach, and Online Advertising; Legal & Compliance
Categories of third parties to which we discloses this personal informationService Providers; Online advertising and/or analytics providers; Affiliates; Entities for Legal Purposes; Entities for Business Transactions; Entities with your consent
Categories of third parties to which we “sell” or “share” this personal information for advertising and/or analytics purposesOnline advertising and/or analytics providers
Certification information
Purposes of useProvide the Services; Account Management; Security and Performance; Analytics & Product Development; Marketing, Outreach, and Online Advertising; Legal & Compliance
Categories of third parties to which we discloses this personal informationCustomers; Service Providers; Affiliates; Entities for Legal Purposes; Entities for Business Transactions; Entities with your consent
Categories of third parties to which we “sell” or “share” this personal information for advertising and/or analytics purposesWe do not “sell” or “share” this information 
Inference data (ex: data that we derive about your interests and preferences based on other information we process about you)
Purposes of useProvide the Services; Account Management; Security & Performance; Analytics & Product Development; Marketing, Outreach, and Online Advertising; Legal & Compliance
Categories of third parties to which we discloses this personal informationService Providers; Online advertising and/or analytics providers; Affiliates; Entities for Legal Purposes; Entities for Business Transactions; Entities with your consent
Categories of third parties to which we “sell” or “share” this personal information for advertising and/or analytics purposesOnline advertising and/or analytics providers

Privacy statement PDF download

Mural Privacy Statement

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Cookie policy OneTrust button

Cookies Preference Center

Cookie policy table

Strictly Necessary Cookies
Strictly Necessary Cookies (a/k/a "essential cookies") are required for us to provide our Sites and Services and ensure they work. These cookies enable core functionality such as security, network management, payment processing, consent management, and page navigation. The Sites and Services cannot function properly without these cookies. As such you cannot disable Strictly Necessary Cookies and still use the Sites or Services.
Functional Cookies
Functional Cookies (a/k/a "preference cookies") allow us to provide you with enhanced functionality and more personalized experiences, which provides you with a better experience. This may include, for example, remembering your settings or preferences, customizing a certain webpage with content that is more relevant to you, and remembering if we have asked you to participate in a promotion. All of these features help us to improve your use of our Sites and Services.
Performance Cookies
Performance Cookies (a/k/a "statistics cookies" or "analytics cookies") collect information about use of our Sites and Services, so we can measure and improve their performance and the experience of customers and users. For example, Performance Cookies show us which are the most frequently visited pages, allow us to see overall patterns of usage, help us record any difficulties users may have with the Sites or Services, and allow us to test certain features or pages. If you do not allow these cookies we will not know when you have used our Services, and we will not be able to monitor the performance of the Sites or Services.
Targeting Cookies
Targeting Cookies (a/k/a "marketing cookies" or "advertising cookies,") remember what you have looked at on our Sites or Services and share this information with other organizations, such as advertising partners, to help them build a profile of your interests and show you advertisements that are more relevant and engaging for you as you browse the Internet. If you do not allow Advertising Cookies, you will experience less targeted advertising as you surf the Internet.

Please note that opting out of Advertising Cookies does not necessarily mean that you will not see Mural advertising on third party services, only that this advertising will not be targeted to you through the use of Advertising Cookies.
Social Media Cookies
These cookies are set by social media services that we have added to the Sites or Services that enable you to share content with your friends and networks or otherwise connect your social media services to our Sites or Services. They are capable of tracking your browser across other sites and services and building up a profile of your interests. This may impact the content and messages you see on other websites and services you visit. If you do not allow these cookies you may not be able to use or see social media sharing tools.

Data Processing Addendum CTA

Data Processing Addendum

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GDPR Ready
General Data Protection Regulation
CCPA Ready
California Consumer Privacy Act

SLA support standards

Support Level
Mural Plans
Channels
Support Hours
Support Priority
Response SLA
Case Review
Priority
Mural Plans
Business and Enterprise
Channels
Help Center, Email, Chat, Phone
Support Hours
24 x 5
Support Priority
Below Premier
Response SLA
N/A
Case Review
N/A
Premier
Mural Plans
Enterprise add-on*
Channels
Help Center, Email, Chat, Phone
Support Hours
24 x 7
Support Priority
Below Premier Plus
Response SLA
4 hours
Case Review
N/A
Premier Plus
Mural Plans
Enterprise add-on*
Channels
Help Center, Email, Chat, Phone
Support Hours
24 x 7
Support Priority
Highest Priority
Response SLA
2 hours
Case Review
Monthly
*available for separate purchase on the relevant Order Form

SLA resolution standards

Severity Level*
Definition
Interim Resolution
Final Resolution
Security Level
1
Definition
There is a Full Outage or major security breach
Interim Resolution
8 hours
Final Resolution
24 hours
Security Level
2
Definition
There is a Partial Outage of a material feature or functionality, or a minor security breach
Interim Resolution
24 hours
Final Resolution
72 hours
Security Level
3
Definition
There is a Partial Outage of a non-material feature or functionality
Interim Resolution
30 days
Final Resolution
45 days
Security Level
4
Definition
A non-material problem exists, and there is no Outage (Full or Partial)
Interim Resolution
30 days
Final Resolution
45 days
*Final Severity Level for each request may be defined or changed by Mural support personnel.

SLA downtime service credits

Uptime (in a given month)
Service Credit (% of monthly fees)
99.5% or greater
No Service Credit
99.00% to 99.49%
5%
98.50% to 98.99%
10%
98.00% to 98.49%
15%
97.50% to 97.99%
20%
Less than 97.50%
30%

SLA support service credits

Se­verity Level
Target On-Time Per­cent­age
Target On-Time Per­cent­age
1
100%
5%
2
90%
4%
3
90%
No Service Credit available
4
90%
No Service Credit available

Main Services Agreement table

Schedule A

to the Mural Main Services Agreement
Choice of Law
If the Customer’s address in the Order Form is in:
The governing law is that of:
The courts or arbitration bodies having exclusive jurisdiction are:
If the Customer’s address in the Order Form is in:
The USA, Mexico, or any country in Central or South America or the Caribbean
The governing law is that of:
California, USA, and controlling United States federal law
The courts or arbitration bodies having exclusive jurisdiction are:
Courts located in San Jose, California, USA
If the Customer’s address in the Order Form is in:
Canada
The governing law is that of:
Ontario, Canada, and controlling Canadian federal law
The courts or arbitration bodies having exclusive jurisdiction are:
Courts located in Toronto, Ontario, Canada
If the Customer’s address in the Order Form is in:
Any country in Europe, the Middle East, or Africa
The governing law is that of:
England and Wales
The courts or arbitration bodies having exclusive jurisdiction are:
Courts located in London, England
If the Customer’s address in the Order Form is in:
Any country located in Asia or the Pacific region, other than Australia or New Zealand
The governing law is that of:
Singapore
The courts or arbitration bodies having exclusive jurisdiction are:
Arbitration in Singapore in accordance with the Arbitration Rules of the Singapore International Arbitration Centre then in force, which rules are incorporated by reference in this clause.
If the Customer’s address in the Order Form is in:
Australia or New Zealand
The governing law is that of:
New South Wales, Australia
The courts or arbitration bodies having exclusive jurisdiction are:
Courts located in Sydney, New South Wales, Australia

LUMA Learning services

LUMA Practitioner Certification Program (PCP) - PRIVATE
‍Up to 20 participants in each program
‍Learning Programs must begin within 9 months of purchase and be completed within 1 year of purchase.
Learning Programs
Learning Sessions
‍Delivered by 2 certified LUMA Instructors 
Choice between online or in-person
Online
4 sessions over 4 days
4 hours per session

OR

In-Person
2 sessions over 2 days 
8 hours per session  
*Instructor travel expenses are invoiced at the Travel Expense Rate Schedule (below) upon purchase.
Coaching Sessions
‍Delivered by 1 certified LUMA Instructor 
Online only
3 sessions delivered remotely at 30, 60, and 90 days following completion of the Learning Sessions
2 hours per session
Learning Tools
LUMA Workplace
‍Digital learning platform containing LUMA System resources
1 year subscription to Practitioner access for program participants
LUMA System Materials
‍Starter Kit
Online
Program materials are provided in a digital format.

In-person
Program materials are shipped to the event venue.
Mural Collaboration Platform
‍Digital whiteboard platform for collaboration
Complimentary access for each participant for the duration of the program
LUMA Practitioner Certification Program (PCP) - PUBLIC
Maximum of 5 participants per company in a program cohort
Learning Programs must begin within 9 months of purchase and be completed within 1 year of purchase.
Learning Programs
Learning Sessions
‍Delivered by 2 certified LUMA Instructors
Online only
Online
4 sessions over 4 days
4 hours per session
Coaching Sessions
‍Delivered by 1 certified LUMA Instructor 
Online only
3 sessions delivered remotely at 30, 60, and 90 days following completion of the Learning Sessions 
2 hours per session
Learning Tools
LUMA Workplace
‍Digital learning platform containing LUMA System resources
1 year subscription to Practitioner access for program participants
LUMA System Materials
‍Starter Kit
Online
Program materials are provided in a digital format.

In-person
Program materials are shipped to the event venue.
Mural Collaboration Platform
‍Digital whiteboard platform for collaboration
Complimentary access for each participant for the duration of the program
LUMA Facilitator Certification Program (FCP) - PRIVATE
Up to 12 participants in each program
Learning Programs must begin within 9 months of purchase and be completed within 1 year of purchase.
Learning Programs
Learning Sessions
‍Delivered by 2 certified LUMA Instructors 
Choice between online or in-person
Online
4 sessions over 4 days
4 hours per session

OR

In-Person
2 sessions over 2 days 
8 hours per session  
*Instructor travel expenses are invoiced at the Travel Expense Rate Schedule (below) upon purchase.
Coaching Sessions
‍Delivered by 1 certified LUMA Instructor 
Online only
3 sessions delivered remotely at 30, 60, and 90 days following completion of the Learning Sessions 
2 hours per session
Learning Tools
LUMA Workplace
‍Digital learning platform containing LUMA System resources
1 year subscription to Practitioner access for program participants
LUMA System Materials
‍Starter Kit
Online
Program materials are provided in a digital format.

In-person
Program materials are shipped to the event venue.
Mural Collaboration Platform
‍Digital whiteboard platform for collaboration
Complimentary access for each participant for the duration of the program
LUMA Facilitator Certification Program (FCP) - PUBLIC
Maximum of 5 participants per company in a program cohort
Learning Programs must begin within 9 months of purchase and be completed within 1 year of purchase.
Learning Programs
Learning Sessions
‍Delivered by 2 certified LUMA Instructors 
Online only
Online
4 sessions over 4 days
4 hours per session
Coaching Sessions
‍Delivered by 1 certified LUMA Instructor 
Online only
3 sessions delivered remotely at 30, 60, and 90 days following completion of the Learning Sessions 
2 hours per session
Learning Tools
LUMA Workplace
‍Digital learning platform containing LUMA System resources
1 year subscription to Practitioner access for program participants
LUMA System Materials
‍Starter Kit
Online
Program materials are provided in a digital format.

In-person
Program materials are shipped to the event venue.
Mural Collaboration Platform
‍Digital whiteboard platform for collaboration
Complimentary access for each participant for the duration of the program
LUMA Workplace Subscription
minimum purchase of 50 seats
automatically renews until canceled
Add-ons: 
Content Curation
Content Creation
LUMA Coaching 
5 sessions
Each session is 2 hours
up to 20 participants per session 
1 Instructor
‍online only
Tailored LUMA Learning 
1 day up to 8 hours in-person
OR
2 days up to 4 hours online
up to 20 participants per session
2 instructors 
*Instructor travel expenses are invoiced upfront per the Travel Expense Rate Schedule (below) upon purchase.
Travel Expense Rate Schedule
‍For in-person events
Prices are per Instructor
Number of Program Days 
Rate
1
$1,700
2
$2,350
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