When do we collect data about customers or potential customers?

Data is only collected when taking enquiries or providing IT support.  Occasionally, customers use online directories to seek assistance so that data is also collected by us.  We have never purchased data about people – whether for marketing or any other purpose.

What data do we collect?

Customers’ names and postal addresses, contact details (ie phone and email), which operating systems are used and a Work Log is maintained.  The work Log means we can quickly spot trends and discuss work history whenever customers are in contact.  No details are needed or recorded as full records are kept in paper format.  We also temporarily store all emails from customers.

Why do we collect it?

We only collect the data needed to provide our service.

How do we use it?

We need customers’ names, addresses and contact details 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 do we share data with?

We have never shared customer data with anyone and never will.  If an external expert is ever needed for a particular job (eg an expert in broadband cabling or  data recovery from dead devices) then customers are provided with details of the expert – never the other way around.

How does our data collection affect our 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, informed discussions.

How long will we retain your data?

  • Customers: Our relationships with customers are usually very long term (many exceed a decade).  We are occasionally approached by customers after several years have passed since the last incident so records of past work have been helpful.  We delete data once we are sure that it won’t be needed; that tends 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).
  • Potential Customers: If someone enquires about our services and subsequently decides not to proceed with us, all captured data will be destroyed as part of an “annual purge” at the end of that financial year (ie next April).

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?

Customers have an absolute right to access all 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, tablets and phones) 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.