SimpleHelp Privacy Policy
Last Updated: 15 March 2022
This privacy notice for SimpleHelp Ltd ("Company," "we," "us," or "our"), describes how and why we might collect, store, use, and/or share ("process") your information when you use our services ("Services"), such as when you:
Download and use our application(s), such as our mobile application — SimpleHelp Remote Support, or any other application of ours that links to this privacy notice
Engage with us in other related ways ― including any sales, marketing, support, or events
Reading this privacy notice will help you understand your privacy rights and choices. If you do not agree with our policies and practices, please do not use our Services. If you still have any questions or concerns, please contact 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, Third Floor, The Boyne Tower, Bull Ring,Lagavooren, Drogheda, Co. Louth, A92 F682
When contacting our EU Representative please ensure you include our company name in any correspondence.
This privacy policy sets out how SimpleHelp Ltd uses and protects any information that you give SimpleHelp Ltd when you use our mobile applications.
SimpleHelp Ltd is committed to ensuring that your privacy is protected. Any information requested or collected will be done so 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.
Download and use our application(s), such as our mobile application — SimpleHelp Remote Support, or any other application of ours that links to this privacy notice
Engage with us in other related ways ― including any sales, marketing, support, or events
Reading this privacy notice will help you understand your privacy rights and choices. If you do not agree with our policies and practices, please do not use our Services. If you still have any questions or concerns, please contact 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, Third Floor, The Boyne Tower, Bull Ring,Lagavooren, Drogheda, Co. Louth, A92 F682
When contacting our EU Representative please ensure you include our company name in any correspondence.
This privacy policy sets out how SimpleHelp Ltd uses and protects any information that you give SimpleHelp Ltd when you use our mobile applications.
SimpleHelp Ltd is committed to ensuring that your privacy is protected. Any information requested or collected will be done so 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.
Cookies and Analytics
The only cookies we use are those to handle your support session with your selected service provider. We do not use analytics cookies of any kind. We do not store or track cookies in any way.
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.
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.
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
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Basis for collection
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Name, organisation, email and other potentially personally identifiable information that you send to us for support purposes.
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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).
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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.
Data we collect share
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Entity we share with
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Data we share
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Why we share it
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Atlassian
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(Contract, Legal) Name, Address, Email, other relevant information you send to us.
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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.
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BackBlaze
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(Contract, Legal) Name, Address, Email, other relevant information you send to us.
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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.
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DigitalOcean
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(Contract, Legal) Name, Address, Email, other relevant information you send to us.
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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.
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DropBox
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(Contract, Legal) Name, Address, Email, other relevant information you send to us.
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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.
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Google Docs
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(Contract, Legal) Name, Address, Email, other relevant information you send to us.
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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.
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HelpScout
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(Contract, Legal) Name, Address, Email, other relevant information you send to us.
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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.
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Cymphony (formerly KBVO Ltd)
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(Contract, Legal) Name, Email, Telephone Number
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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.
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Stripe
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(Contract, Legal) Name, Address, Email, and other purchase information.
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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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How Long We Keep Data For
We will only keep your personal information for as long as it is necessary for the purposes set out in this privacy notice, unless a longer retention period is required or permitted by law (such as tax, accounting, or other legal requirements).
When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymize such information, or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.
When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymize such information, or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.
