IT-C Support Solutions Ltd Privacy and Cookie Policy.

IT-C Support Solutions
privacy and cookie policy

Privacy & Cookie Policy

This website (the 'Website'), www.IT-C.co.uk, is operated and maintained by IT-C Support Solutions Ltd. In this policy 'we', 'us' and 'our' shall mean IT-C Support Solutions Ltd and or our employees.

IT-C Support Solutions Ltd treat the privacy of your and our other customers information seriously. We know that you care how information about you is used and shared and we appreciate your trust in us to do that carefully and sensibly.

We have posted this policy to help you understand what information we gather, how we will use it and to demonstrate our commitment to your privacy. By visiting the Website and/or using our services you are accepting and consenting to the practices described in this privacy policy. We may change the content or services found on our Website at any time without notice and consequently our privacy policy may change at any time in the future. You agree to review this page regularly and your continued access to or use of the Website will mean that you agree to any changes.

Summary

  • We keep to a minimum, the information we hold about you.
  • We use your data to provide our services to you, respond to your enquiries, manage our relationship with you, meet our legal obligations, and improve our website.
  • We delete your data when it is no longer needed for these purposes.
  • Generally, we do not give your information to third parties, but there are some exceptions
  • You have lots of privacy rights, and we adhere to all such requirements as outlined under the GDPR.
  • We take security seriously
  • We may record calls
  • We use cookies on our website for its operation, although you may opt out of the user of any cookies utlilised for tracking purposes.
  • We are happy to answer your questions about any of this

Security

We maintain strict security standards and procedures with a view to preventing unauthorised access to your information by anyone, including our employees. We use leading technologies such as (but not limited to) firewalls to protect the security of your information and our employees are bound by confidentiality agreements in relation to your information. Information on our polices and procedures can be provided on request.

What Information do We Collect

Visitors to Our Website

This section of our privacy notice sets out what information we process when you visit our websites.

What Data do We Collect

We generate log files from various servers: this will include an IP address assigned to you or, more likely, to someone who provides you with Internet access.

All our customer-facing platforms are accessible via our customer portal, and you can access this site https://itcsupportdesk.freshdesk.com Our websites use cookies or other similar technologies, although you may opt-out of cookies relating to tracking information regarding to your visit.

Using your information

References to the basis of processing (e.g. “(Basis: Art. 6(f).)”) are a reference to the article of the General Data Protection Regulation under which we undertake the processing in question.

Technical data

We use the logs from our servers to assist in our firm’s security, as well as to determine visitor behaviour and help us plan our strategy (e.g. such as working out which pages on the site are most popular, or whether particular events have caused an increase in traffic). (Basis: Art. 6(c): we have legal and regulatory obligations to protect our customers and their information. Art. 6(f): strategy planning is a legitimate, indeed sensible, thing for a business to do.)

Your data and the EEA

We may transfer or process the data we obtain, outside the European Economic Area via our Cloud Services Provider. No other third party has access to this data.

Your Rights

You have lots of rights in respect of our processing of your personal data but, as all we have is an IP address linked (at best) to your computer or phone, they are not particularly meaningful here. (If you want to browse the site and not give us “your” IP address, use a publicly available VPN or, or ask a friend to print out the pages for you!).

The relevant rights are:

  • Get access to your personal data and information about our processing of it.
  • restrict our processing of your data for strategy planning purposes, and compel us to erase the bits we do not use for security purposes.
  • object to our processing for strategy planning purposes

If you wish to exercise any of these rights, please contact us.

You also have the right to lodge a complaint about our processing with a supervisory authority — in the UK this will be the Information Commissioner’s Office.

Technical security

All data, where possible and practical, is securely transferred between our servers and customers.

Data Retention periods

Server logs: up to one year, after which they are deleted.


Customers

This section of our privacy notice sets out what information we process relating to existing customers and potential customers when making enquiries regarding our services.

What data we hold

As our customer/potential customer, we will generally hold the following information about you:

  • Your name, identity and contact information
  • Information about your business activities
  • Information and documents about your subscriptions or services or enquiries, including communications with you.
  • Billing and payment information
  • technical information of your systems and solutions, such as (but not limited to) usernames and passwords to grant us access to your systems to facilitate our services.
Using your information

References to the basis of processing (e.g. “(Basis: Art. 6(f).)”) are a reference to the article of the General Data Protection Regulation under which we undertake the processing in question.

How we use and disclose your personal information

We will ask you to provide us with certain up to date information about yourself and or your organisation in the provision of using our services. This will normally be collected as part of our sales process or during the provision of some services.

This information may include contact details such as name, company name, address, phone numbers, email address and payment details. This personal information may change from time to time but can only be collected when you voluntarily give it to us. The information you agree to supply to us must be true, current, complete and accurate in all respects and you agree to notify us immediately of any changes to that information. Similarly, we strive to ensure the information we maintain about you is current, complete and accurate and we respond to requests to correct inaccurate information in a timely fashion.

We will use your information to facilitate the provision of our services. Your personal information may also be disclosed if required to do so for legal reasons, to our agents and contractors we engage to help provide our services, on the understanding they will keep it confidential as they will be legally bound by contract to IT-C Support Solutions Ltd. We also use your information to bill you, and keep track of payments that you make, (Basis: Art. 6(b): this is necessary to deliver the service to you.). To any law enforcement agencies once we are satisfied as to the circumstances of the request, and/or to enforce our rights. (Basis: Art. 6(c): for compliance with a legal obligation to which the controller is subject.) If we sell or integrate our business with another we may pass your information to our advisers and those of prospective purchasers for this purpose (on the understanding they keep it confidential). (Basic: Art. 6(f): for the purposes of the legitimate interests pursued by the controller or by a third party.)

ID checks

If you are an individual or in a partnership or similar business, we will have done an ID check on you before you become a customer. If you do not instruct us for a while, we may need to do another ID check. We will do what we can to make this as painless as possible. If you would prefer not to provide this information, we will not be able to act for you.

We retain identity verification information for as long as you or your business are a customer of ours, and then for a further five years.(Basis: Art. 6(c): we have to do this processing to comply with legal and regulatory obligations; for example, to be sure that you are authorised to commit your company to use our services.)

Your Data and the EEA

We process some data outside the European Economic Area on the basis that our Cloud Services partners provide certain essential services to facilitate the provision of our services. If you do not consent to this, It is not possible for us to provide you with service. Also, where the nature of the processing requires it and is beyond our control (for example, where we are emailing a party relating to technical support of your service who is based outside the EEA, or because you have chosen to use an email or other communications service which routes data outside the EEA).

Occasionally, to provide a high quality of service, we may work on technical support of your service with us when we are outside the EEA (for example, when on business or even if we are on holiday) — if this might be a problem for you, please let us know, and we can discuss.

Your rights

As a customer, prospective customer, uou have lots of rights in respect of our processing of your personal data. The relevant rights are:

  • Obtain access to your personal data and information about our processing of it.
  • in some circumstances, restrict our processing of your data for strategy planning purposes, and compel us to erase the bits we do not use for security purposes.
  • object to our processing for strategy planning purposes.

If you wish to exercise any of these rights, please just contact us.

You also have the right to lodge a complaint about our processing with a supervisory authority — in the UK this is the Information Commissioner’s Office.

Third parties

As a general principle, we will not transfer your personal data to third parties without your prior explicit permission.

There are three exceptions to this:

  • If you do not pay your bills, we may choose to engage a third party to recover any money you owe us. Although we’ve never done this, we must keep this option open to us, to facilitate the operation of our business and continued provision of our services.
  • It is possible, though unlikely, that we might be forced to disclose your information in response to a court order or other binding mandate.
  • We utilise a small number of partner companies who provide services to us/on our behalf. i.e. wholesale telephony services, and wholesale broadband suppliers, again the information supplied is of the bare minimum necessary for the provision of any requested service.
Technical security

As previously mentioned, we take security extremely seriously, Standard phone calls and emails are not encrypted, however all stored customer related information is protected via a combination of server based security solutions and polices, utilising combinations of usernames and password for access, and where possible encryption.

All our customer-facing platforms are accessible via our websites, and utilise SSL Encryption for security.

If you have particular security requirements, please call us to discuss how we can support you.

Call recording

We may record calls, both inbound and outbound, as we find that it can be useful to listen again to conversations, particularly the more technical ones, to help understand what we have been told. Sometimes, we need to listen to things two or three times and, by being able to do this automatically, we save you having to repeat yourself. That way, we can hopefully ask more relevant and useful questions.

Any calls which are recorded are stored on our secure platform. If we need to listen again to a call, we download the file to a computer and listen to it there.

We delete the recordings from our computers as soon as we have decided that we will no longer need to listen to them again. In most cases, this is immediately after the call takes place. Recordings are removed from the server automatically each day,unless it needs to be retained for commercial or legal reasons.

Retention periods
  • Data about customers: duration of your relationship with us, and then a further five years
  • Customer ID verification: duration of your relationship with us, and then a further five years
  • Data about specific services: duration of the service, and then a further five years
  • Server logs: up to one year

If we are required by Law to retain data for a longer period then we shall of course abide by Law

Keeping you informed

We may use your contact and other details you provide through this website or when you register with us or from our records of our dealings with you, to obtain your views on our products and services, and to identify our products and services, and those of our strategic partners, which may interest you. (Basic: Art. 6(f): for the purposes of the legitimate interests pursued by the controller or by a third party.)

Cookies

We utilise Cookies on our website to facilitate its functionality and make the site a better experience for you.

Strictly Necessary and Performance Cookies

These cookies are essential in order to enable you to move around the website and use its features, such as accessing secure areas of the website. Without these cookies services you have asked for, like shopping baskets or e-billing, cannot be provided.

We use these cookies for forms within our site and do not track you outside of each visit.

Functionality Cookies

These cookies allow the website to remember choices you make (such as your user name, language or the region you are in) and provide enhanced, more personal features. For instance, a website may be able to provide you with local weather reports or traffic news by storing in a cookie the region in which you are currently located.

These cookies can also be used to remember changes you have made to text size, fonts and other parts of web pages that you can customise. They may also be used to provide services you have asked for such as watching a video or commenting on a blog. The information these cookies collect may be anonymised and they cannot track your browsing activity on other websites.

We use a cookie to tailor a small amount of our site content based on the page you first view within a visit.

Tracking Cookies

These cookies collect information about how visitors use a website, for instance which pages visitors go to most often, and if they get error messages from web pages. These cookies don’t collect information that identifies a visitor. All information these cookies collect is aggregated and therefore anonymous. It is only used to improve how a website works.

We use Google Analytics to log anonymous, aggregate statistics about usage patterns on our site. You may opt to block these cookies if you wish

Targeting Cookies

These cookies are used to deliver adverts more relevant to you and your interests. They are also used to limit the number of times you see an advertisement as well as help measure the effectiveness of the advertising campaign. They are usually placed by advertising networks with the website operator’s permission. They remember that you have visited a website and this information is shared with other organisations such as advertisers. Quite often targeting or advertising cookies will be linked to site functionality provided by the other organisation.

We do not use these types of cookie on our site at this present time.

International data transfers

If we need to transfer your information outside the European Union to countries whose data protection laws are not as extensive, we will keep control of the information or require anyone we pass it to, to treat it to European Union standards. Therefore, by browsing this Website and by communicating electronically with us, you acknowledge and agree to our processing of personal information in this way.

Links to other websites

This privacy policy only applies to information relating our services and to this website, so please read the privacy policies of other sites as we are not responsible for these. Whilst we try to link only to websites that share our high standards and respect for privacy, we do not control, and are not responsible for the privacy practices or the content of such websites.

Accessing your personal information

You have a right upon written request, to receive a copy of any and all personal information we hold about you, in a computer readable format.

Contacting us

Please help us to keep your records up to date by informing us of any changes to your personal details. You can contact us in writing with any queries about how we handle your personal information at:

Email: privacy@it-c.co.uk

Post: IT-C Support Solutions Ltd, 46 Middleton Road, Gorleston, Gt Yarmouth, Norfolk, NR31 7AH

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