SimpleHelp Privacy Policy

Simple-Help.com is owned and operated by SimpleHelp Ltd.  To contact us to exercise your legal rights regarding your data or for clarification on anything within this document please email us at [email protected].

We have appointed IT Governance Europe Limited to act as our EU Representative If you wish to exercise your rights under the EU General Data Protection Regulation (GDPR), or have any queries in relation to your rights or privacy matters generally please email our Representative at [email protected] or post your request or query to: EU Representative, IT Governance Europe, The Mill, Newtown Link Rd, Stagreenan, Drogheda, Co. Louth, A92 CD3D, Ireland.

When contacting our EU Representative please ensure you include our company name in any correspondance.

This privacy policy sets out how SimpleHelp Ltd uses and protects any information that you give SimpleHelp Ltd when you use this website.

SimpleHelp Ltd is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

SimpleHelp Ltd may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 9th September 2022.

Cookies and Analytics

The primary cookies we use are those to handle your login session if you have an account with us, and if you make a purchase our payment provider Stripe also uses cookies to handle your purchase session (see their privacy policy here).  We do not use analytics cookies of any kind.

If you click on an ad we have posted then we may set a cookie when you land on our site.  This cookie will last for 90 days and will be exclusive to our site.  It will specify only that you clicked on the ad in question and will allow us to ensure that we offer any services or discounts we mentioned in the ad and to allow us to determine if an ad is working or not.  The landing page will have a link to allow you to clear it from your account if you wish.  If you sign up for an account with us we may store that information with your account for the same reasons.

We do not use third party analytics cookies of any kind.


GDPR legal bases for collecting data

The following tables list the data we collect, the third party service providers we share it with, the legal basis for collection per the GDPR regulations and the reason we have for doing so.

The legal basis for collecting the data affects your rights over that data, for example for data collected on the basis of Consent (6[1][a]) or Contract (6[1][b]) you have a right to portability and erasure.  For data collected on the basis of a legal obligation on our behalf (6[1][c]) you do not have these rights.  You can read more about your data rights under the GDPR at the ICO website.
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Breakdown of data we collect

The following table lists all Personally Identifiable Information (PII) we collect and the legal basis for collection as per GDPR regulations.
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Data we collect
Basis for collection
Name, organisation, email and other potentially personally identifiable information that you send to us.
Consent, Contract, Legal - If you make a support request, request a trial server, or purchase a product from us then we will store data associated with this including the email you sent, your name and organisation, and any other information which may be relevant to fulfilling the purchase contract or our legal obligations (e.g. UK tax law requirements).
Aggregate server information
No Personally Identifiable Information (PII) - SimpleHelp software queries the Simple-Help.com  website to verify its external accessibility.  We aggregate these requests to monitor how many SimpleHelp servers are running and other statistics.  We do not store details of any single request and we do not store any personally identifiable information as part of these requests.
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Breakdown of data we may share with third parties

The following table lists data we collect that we share with third party service providers, with the circumstances and reasons why we do so.
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Data we collect share
Entity we share with
Data we share
Why we share it
Atlassian
(Contract, Legal) Name, Address, Email, other relevant information you send to us.
If you report an issue with our software or request a new feature, we may track progress on the issue using Atlassian services.  In order to work on the issue and keep you up to date on any progress we make we may store the information you send to us that is relevant to your request.  Atlassian adheres to GDPR regulations.
BackBlaze
(Contract, Legal) Name, Address, Email, other relevant information you send to us.
​In some cases we may back up internal documents which list customer, purchase and tax information via BackBlaze, and supporting documents related to support queries or feature requests.  In such cases the data will be encrypted.  BackBlaze adheres to GDPR regulations.
DigitalOcean
(Contract, Legal) Name, Address, Email, other relevant information you send to us.
We use DigitalOcean to host our website.  The servers used as private to SimpleHelp.  Our website may gather and store purchase information for contractual and legal purposes.  In such cases the data will be encrypted.  DigitalOcean are compliant with the EU-US Privacy Shield.
DropBox
(Contract, Legal) Name, Address, Email, other relevant information you send to us.
If you report an issue with our software or request a new feature, or if your purchase requires manual processing our developers may share supporting information associated with your request (e.g. log files or quotes) using DropBox.  DropBox plan to comply with GDPR.
Google Docs
(Contract, Legal) Name, Address, Email, other relevant information you send to us.
We use Google Docs for some internal documents which list customer, purchase and tax information, and in some cases for support queries or tracking services we provide.  Google Docs complies with GDPR.
HelpScout
(Contract, Legal) Name, Address, Email, other relevant information you send to us.
We use HelpScout to manage our support requests.  If you make a purchase with us, or a support or feature request, your request is forwarded to HelpScout and we manage it using their software.   HelpScout are compliant with the EU-US Privacy Shield.
Cymphony (formerly KBVO Ltd)
(Contract, Legal) Name, Email, Telephone Number
If you call SimpleHelp many of our incoming calls are handled by Cymphony. If you provide a name, email address or telephone number this data is managed by Cymphony. Cymphony complies with GDPR.
Mailchimp
(Contract) Name, Email.
If you request to be added to our mailing list, we will store your name and email address using Mailchimp in order to include you on our outgoing mail.  Mailchimp are compliant with the EU-US Privacy Shield.
PayPal
(Contract, Legal) Name, Address, Email, and other purchase information.
Ordinarily we do not use PayPal as our payment processor, but in some cases if we have a prior arrangement with a customer we may process their payment using PayPal.  In these cases PayPal will collect information regarding the purchase.  PayPal's privacy policy is available here.
Slack
(Contract, Legal) Name, Address, Email, other relevant information you send to us.
If you report an issue with our software or request a new feature, we may track progress on the issue using Slack.  In order to work on the issue and keep you up to date on any progress we make we may store the information you send to us that is relevant to your request.  Slack plan to comply with GDPR.
Stripe
(Contract, Legal) Name, Address, Email, and other purchase information.
We typically use Stripe as our payment processor.  In this case Stripe will collect information regarding your purchase including your purchasing card details.  Stripe's privacy policy is available here.


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