Support UK GDPR Policy
The General Data Protection Regulation (The GDPR) takes effect on May 25, 2018, and creates consistent data protection rules across Europe. This proceeds the previous 1998 data protection act. It applies to companies who process personal data about individuals within the EU.
1.Who is collecting data and how is it collected?
Any Support UK employee can collect legitimate data and view it. Data is collected when any form of contact is made with Support UK. Upon contacting us, via telephone, website, email or in person, you are giving your consent to the storage and use of your personal data.
2.Where is your information stored?
2.1 Support UK holds personal data on our Apptivo and ACT! Databases and our Simplysis Service Desk Software. Our Apptivo service is administered and backed up by Apptivo onto servers in California, USA. We have documentation from Apptivo to confirm that they are compliant with their EU customers. Our ACT! Database software is administered by Swiftpage and data is stored in Google Europe West2 region. This region has 3 zones, all based in London, United Kingdom but the exact locations are undisclosed for security reasons. Our Simplysis Service Desk software holds all of our data in the United Kingdom
2.2 Company specific emails, contact names and numbers will be stored on Support UK communication equipment, most of which are backed up onto our Microsoft Cloud service. We only hold vital information to ensure we can support your organisation for the legitimate reason of installing and maintaining your communications systems. It will be concise, transparent and easily accessible. You may ask to view the data we hold on you at any time and within The GDPR guidelines. We have 30 days to respond to your request.
3.Who we will share your information with?
We may share your personal data to vendors who support our business, such as engineers that support our technical services infrastructure, to provide a more in-depth customer experience. We will also provide information to vendors to facilitate payments. From time to time we will contact you to request feedback on our service or make a request for a testimonial. This may be carried out via an external marketing organisation. We will share your information with law enforcement agencies or with a legal entity upon an official legal request. We will not sell your personal data to any third party companies.
4.Communicating with you
We will use the information we hold to send you marketing communications, communicate with you about products and services and to keep you up to date on policies, company information, arrears payments and changes to our terms. We will use your information to respond to you when you make contact with us. We may communicate with your or share information via any of our social media platforms.
5.1 You have a ‘right to rectificaiton’ if you believe the information we hold against you is incorrect. In such instances you must state in writing the following information:
- What information is inaccurate
- How you believe Support UK could rectify the inaccurate data
- Provide evidence (where applicable).
5.2 Support UK will not hold any information longer than is deemed necessary for business use. Upon termination of our relationship with you, we will delete contact details and any sensitive data we may hold. We will hold customer information for a period of 3 (three) years and financial information for 5 (five) years.
All Support UK employees have been trained and understand the importance of proctecting the data we hold. Employees have signed our own internal policy documentation to confirm they adhere to these standards and they are all aware of the escalation process that must come into effect if a breech occurs. We carry out essential checks on our staff prior to them joining Support UK and request to see a form of photo indentification. When an employee leaves the company, Support UK will immediately change all necessary passwords.
A formal complaint must be put in writing and submitted to a Support UK employee, via letter or email. We will acknowledge receipt of your communication and provide you with an adequate response within one month. Should we need an additional month to collate any information, we will inform you before the end of the initial response time.
Date 31st January 2020