What data is collected?

The only customer data on our records is provided by customers when they enquire about IT help from us, or during such assistance.  Occasionally, this data arrives from directories through which customers seek help.  We have never purchased marketing or any other data.

What data is collected?

Customers’ names and postal addresses, contact details (ie phone and email), which operating systems are used and a brief log of work carried out to help whenever customers subsequently are in contact (no details, as full records are kept in paper format).  We also temporarily store all emails from customers.

Why is it being collected?

We only collect the data needed to provide the service.

How is it being used?

Names, addresses and contact details are needed because we deliver our services on customers’ premises.  The brief “work log” has come to be valued by customers as a way to quickly spot trends, evaluate past jobs and patterns – informing customers about best next steps.

The same data is stored in electronic calendars to schedule jobs – often over a year in advance.

Who will data be shared with?

We have never shared customer data with anyone. Whenever an external expert is needed (eg an expert in broadband cabling or  data recovery from dead devices) then the customer is provided with details of the expert – never the other way around.

What is the effect of data collection on customers?

Customers can expect a first class and confidential service from us, such as reminders of annual services about a week ahead (thanks to recording appointments on electronic diaries) and personalised and informed discussed thanks to record keeping about all past works carried out.

How long will we retain your data?

Unlike most IT support providers, our relationship with customers is usually very long term.  As such, we are occasionally approached by customers after several years have passed since the last incident – and past work has often been relevant.  So, we only delete data once we are sure that it won’t be needed and that has tended to be after being notified that a customer has passed away or relocated beyond the geographic distance of what we would cover (eg beyond 25 miles).

All email data is destroyed in line with manual records (ie currently after six years have passed).

What rights to you have over your data?

We are not currently aware of any legal obligation to keep customer data, wo customers have an absolute right to access the data we hold on them.  Simply email or phone us on the published contact details and we’ll gladly send you a everything.  If you wish your details to be deleted, again just drop us a line and we will do so – with the consequence of us not being able to provide quite the degree of service which you might be used to.

Additional information

How we protect your data

The backbone underpinning our operations is Google’s system, which means the captured data is synchronised across several password protected devices (computers, laptops and tablets) to increase flexibility and speed of replies to customers.  It is linked to a dedicated Google Account, which is perhaps the most secure system possible (and protected by a strong password and Dual Factor Authentication).  Such data is therefore permanently stored online (ie off site) to protect against disaster and meaning seamless continued service to customers.

POLICY LAST UPDATED: May 2018