Data Protection Policies and Privacy Statement
Proactive Services takes the privacy of its customers' information very seriously. A lot businesses say this but I like to deliver and try to make it clear what I do to keep your privacy yours.
Anything related to my business that is stored on my computer systems is stored under what I call "standard encryption". This means that it is extremely difficult for any unauthorised parties to read my computer files. Even if my equipment was stolen it is unlikely that it could be accessed as the information is scrambled and requires use of a unique, complex and long password before it can be read. This includes any information held on laptop computers or backup equipment. I keep up-to-date anti-virus on my systems at all times, make sure my programs are up-to-date and use the Web Filtering Service as a third layer of security. Where I state that information is "securely deleted", it is overwritten several times to ensure it cannot be un-deleted. I occasionally upgrade or replace equipment which may contain customer data; in such circumstances I use a special data destruction program to be completely certain that none of your data will ever be left lying around on obsolete equipment.
It goes without saying that I do not share any confidential, personal or private details about my customers to any third parties whatsoever, except where required by law. Proactive Services is registered as a Data Controller under the Data Protection Act (1997), registration number Z8668981.
Automatic alerting
When I first perform services on any computer, or provide particular programs, I may install a free alerting system that will automatically email me if:
- The computer's hard disk drive shows signs of failure
- A backup system I have provided fails or encounters errors
- I have provided Eset's NOD32 anti-virus system and it detects a virus, encounters errors or becomes out-of-date
- If you are using the Web Filtering Service and it installs an update or has problems doing so
- Certain important system programs fail or do not start correctly
This automatic alerting is to help provide you with a proactive service which means I can better look after your computer and data. It is not designed to spy on you. If you would prefer any of these alerts are not generated please get in touch.
Storage and removal policies
I have three different storage and removal policies depending on the type of information being stored or processed.
- Standard: Information is kept under standard encryption during our professional relationship.
If our relationship is terminated, computerised information is archived with extra encryption for the stated retention period.
Upon expiry it is securely deleted and paper records will be shredded.
- Backup: Information is kept under extra-strength encryption where reading this information requires a separate, complex password and unique computer file. Whilst the information is being used it will be held under standard encryption with an additional layer of password-protection.
The normal retention period is one month after the equipment has been returned to you, although this may be increased if related problems persist or if you request in writing for it to be changed. I also reserve the right to remove this information at any time before the usual retention period unless otherwise agreed in writing.
If our relationship is terminated the retention period is one month since it was recorded, unless you state in writing you wish the period to be reduced.
Upon expiry the information is securely deleted.
- Enhanced: Information is kept under extra-strength encryption where reading this information requires a separate, complex password and unique computer file. Paper records will be scanned into computerised documents on receipt, held under said encryption, then shredded.
If our relationship is terminated, all information will be provided to you and securely deleted within one week.
Standard backup procedures mean this could be held for up to five weeks before being deleted.
Contact details, correspondence and personal information
Covers information such as:
- Contact details, names of staff (and their roles) and/or family members who I have worked with
- Correspondence and notes from spoken conversations
- If you, any of your staff and/or family members have a disability or condition which affects their use of a computer or if English language is not their first language.
This is recorded:
- For general administration and record-keeping purposes, as one would expect from any business
- Disability- and language-related information is only recorded if it is relevant for provision of goods and services. For example if you have a visual impairment I will ensure postal correspondence uses a larger text, or if a staff member's English ability is basic I will make sure I write emails clearly
Information is subject to the standard storage and removal policy with six year retention on contact details and correspondence (for accounting and tax reasons) and one year retention on other information.
Goods and services, equipment and program information
Covers information such as:
- Records of services and goods provided, as well as a historical record of problems
- Detailed information on computers, their component parts and set-up information (including serial numbers if supplied by Proactive Services), as well as programs that are used
This is recorded:
- For stock control
- To assist in fault diagnosis
- To assist in supplying upgrades
- For managing licenses or subscriptions, for example to remind you an anti-virus program is due for renewal
- To expedite replacement of failed equipment
- To notify you if services are needed, for example a product recall or if maintenance is required
- To provide information on warranty
For products supplied by Proactive Services this information is subject to the standard storage and removal policy with six year retention (to help with queries under UK consumer law which apply up to six years after purchase).
All other information is subject to the standard storage and removal policy with one year retention.
Confidential information
Covers any information which I consider (or you state is) confidential, a trade secret or of a sensitive nature.
This is normally recorded only by your request, after explicit permission or if it is received from you (if sent in an email, for example). If I create passwords for you for any reason I will keep a record of them as standard.
This information is subject to the enhanced storage and removal policy.
Passwords
Covers information such as:
- Passwords for computer log-ins, equipment such as Internet routers, wireless networking, Internet connections
- Passwords and details for email, web site hosting or programs with subscription renewals that I have provided or manage
- Other services that I have had to troubleshoot more than once which you have provided passwords for
This is recorded:
- To assist in troubleshooting services, for example if you are unable to collect email
- To make amendments to email accounts, web site contents or Internet services
- For reference if you lose the details for products or services I have provided
This information is subject to the enhanced storage and removal policy.
Backups
Covers information such as backup copies of computer files or a copy of entire computer contents (an "image" backup).
This is recorded to mitigate risk to files or information:
- Before performing any major changes to a computer
- Before performing any services on a computer which may risk loss of files or information
- Before sending a computer or any relevant component to a third party for repair or replacement
- If any part of a computer is liable to suffer imminent failure
- If a computer, hard disk drive or any other storage medium is received at my premises for any reason, in case of unforseen loss
- At your request
Excepting the latter use these backups are for the sole use of Proactive Services and will not be relied on by you to protect against data loss. A fee will be charged if you require any backup restoration under these circumstances. This information is subject to the backup storage and removal policy.
19th October 2007.
Adam Piggott, Proprietor.
