1. Scope

All data subjects whose personal data is collected, in line with the requirements of the GDPR.

2. Responsibilities

2.1 The Data Protection Officer is responsible for ensuring that this notice is made available to data subjects prior to Camb IT Support Ltd collecting/processing their personal data.

2.2 All Employees/Staff of Camb IT Support Ltd who interact with data subjects are responsible for ensuring that this notice is drawn to the data subject’s attention and their consent to the processing of their data is secured.

3. Privacy notice

3.1 Who are we?

Camb IT Support Ltd is an IT service business specialising in outsourced IT Support for SMEs. We also provide a range of associated services, including consultancy, connectivity and hosted cloud solutions.

Our Data Protection Officer and data protection representatives can be contacted directly here:

rob.corder@cambit.co.uk - 01223 576705

dpo@cambit.co.uk - 01223 576705

3.2 What personal information do we collect about you, and when do we collect it?

We may ask you for information to enable us to provide a service to you and we collect this information by telephone, written correspondence or via a website. We may ask you for information including your name, private / business address, contact telephone numbers, email address and systems passwords. We may also ask you for other information that relates to the provision of IT support or services.

We collect information from visitors to our websites to help us to make improvements to the websites and to the services we make available. We know, for instance, how many visitors there are to our website, when they visited, for how long and to which areas of our website they went. You or any other individual cannot be identified from this information as the data is aggregated and anonymised.

We do not use this information to:

  • Analyse your visits to any other websites or
  • Track any internet searches which you may make while on our website.

3.3 What personal information do we collect about you from other companies and organisations?

We may receive personal information about you from other companies and organisations (for example, for marketing purposes) and we rely on these third parties to obtain your consent for us to use this information.

3.4 Do we share your personal information with anyone else?

We sometimes use other companies to provide services to you or to provide services to us. To enable them to do this, we may need to share your personal information with them. When we do so, these companies are required to act in accordance with the instructions we give them and they must meet the requirements of the General Data Protection Regulation to keep the information secure.

We may share your personal information with other companies so that they can contact you with details of other products or services you may be interested in. We will only do this if you have agreed to this and where the companies agree to use your personal information for that purpose only. If you have agreed to receive information about products and services from another company and later decide not to you will need to contact that company yourself to let them know. You can of course ask us not to continue to provide your personal information to any more companies in future.

We may provide information, in response to properly made requests, for the purposes of the prevention and detection of crime, and the apprehension or prosecution of offenders. We may also provide information for the purpose of safeguarding national security. In either case we do so in accordance with the General Data Protection Regulation. We also provide information when required to do so by law, for example under a court order, or in response to properly made demands, under powers contained in legislation.

3.5 For how long does Camb IT Support Ltd keep personal information?

The time period for which we keep information varies according to what the information is used for. In some cases, there are legal requirements to keep data for a minimum period.

Unless there is a specific legal requirement for us to keep the information, we will retain it for no longer than is necessary for the purposes for which the data was collected or for which it is to be further processed.

3.6 Consent

By consenting to this privacy notice you are giving us permission to process your personal data specifically for the purposes identified.

Consent is required for Camb IT Support Ltd to process both types of personal data, but it must be explicitly given. Where we are asking you for sensitive personal data we will always tell you why and how the information will be used.

You may withdraw consent at any time by contacting Ben Fountain at dpo@cambit.co.uk.

3.7 Your rights as a data subject

At any point while we are in possession of or processing your personal data, you, the data subject, have the following rights:

  • Right of access – you have the right to request a copy of the information that we hold about you.
  • Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.
  • Right to be forgotten – in certain circumstances you can ask for the data we hold about you to be erased from our records.
  • Right to restriction of processing – where certain conditions apply to have a right to restrict the processing.
  • Right of portability – you have the right to have the data we hold about you transferred to another organisation.
  • Right to object – you have the right to object to certain types of processing such as direct marketing.
  • Right to object to automated processing, including profiling – you also have the right to be subject to the legal effects of automated processing or profiling.
  • Right to judicial review: in the event that Camb IT Support Ltd refuses your request under rights of access, we will provide you with a reason as to why. You have the right to complain as outlined in clause 3.6 below.

All of the above requests will be forwarded on should there be a third party involved (as stated in 3.4 above) in the processing of your personal data.

3.8 Complaints

In the event that you wish to make a complaint about how your personal data is being processed by Camb IT Support Ltd (or third parties as described in 3.4 above), or how your complaint has been handled, you have the right to lodge a complaint directly with the supervisory authority and Camb IT Support Ltd’s data protection representatives Data Protection Officer / GDPR Owner.

The details for each of these contacts are:

 

Supervisory authority contact details

Data Protection Officer (DPO) contact details

Contact Name:

Information Commissioner's Office

Ben Fountain

Address line 1:

Wycliffe House

147 Milton Road

Address line 2:

Water Lane

 

Address line 3:

Wilmslow

 

Address line 4:

Cheshire

Cambridge

Address line 5:

SK9 5AF

CB4 1XE

Email:

casework@ico.org.uk

dpo@cambit.co.uk

Telephone:

0303 123 1113

01223 576705

3.9 Remote Access

As part of its contractual obligation to provide timely IT support services to its customers, Camb IT Support Ltd uses remote desktop technology. These remote support services assist us in diagnosing and resolving technical issues that arise on our customers' computers, servers and IT systems.

To perform desktop support, our helpdesk engineers must first receive a user's prior explicit consent. Explicit consent — also known as express or direct consent — means that an individual is clearly presented with an option to agree or disagree with the collection, use, or disclosure of personal information and unambiguously signals his or her agreement.

Please note that in the event of this consent being withheld, Camb IT Support will have to investigate and resolve the issue via the means of a site visit which will incur significant additional costs for the end customer.

Remote desktop support allows Camb IT Support's helpdesk engineers to access a user's device remotely to diagnose any conditions that may interfere with its performance, and either repair it or provide advice on what options are available to fix the issue. By taking advantage of this service, users are giving permission to our helpdesk engineers to log in to their computer, which may contain personal information, files, documents, etc.

We strongly recommend that users close or minimise sensitive files before our helpdesk engineer connects to the computer remotely. We request that these files are not left open and/or viewable on the desktop during a remote session.

Our helpdesk engineers will only search their computer in order to identify and correct any conditions on your computer that may hinder its performance and will attempt to limit their interaction with files to a minimum.

We may occasionally provide unattended remote support upon request. Our helpdesk engineers still require explicit consent to perform such support even if the individual user is not in attendance.

In fulfilling its contractual obligations, Camb IT Support's engineers will often require unattended remote access to customer servers to undertake systems administration and server maintenance tasks.

In most cases, our engineers will also have full administrator access to personal information being processed by your company. It is our policy that our engineers will only access such information as is required to perform a specific predetermined task and again, will limit their interaction with personal data to a minimum. They will not move the data from its original location within your company network unless this is pre-agreed and central to the task being performed and will not copy or move data outside of your company network without the express permission of the designated IT manager or decision maker within your company. A risk assessment will be undertaken by Camb IT Support Ltd prior to this taking place.

As a security measure, our systems only allow us to perform remote support from the IP address of our offices in Cambridge or via a SSL based VPN connection from company issued mobile devices. The SSL VPN connection will never hold stored credentials and the passwords used to secure the session will be complex and changed at regular intervals.

3.10 Information Security

Security, integrity, and confidentiality of your information are paramount to us as a business.

We have already implemented various security features that are intended to help prevent the unauthorised access or loss of the personal information that we process.

To protect our customers' personal information, we restrict access to it to company employees who need it to perform their job duties. In addition, those who have access to personal information are subject to strict contractual confidentiality obligations and may be disciplined or have their employment terminated if they fail to meet these obligations.

We protect personal information by using physical, technical, and administrative security measures to reduce the risks of loss, misuse, unauthorised access, disclosure, and alteration. Nevertheless, no one can guarantee absolute protection of your personal data. You must also do your part in protecting the data, systems, networks, and services that you are using by limiting the physical and logical access to these systems and working with us to ensure that you have made allowances for the provision of robust data backup routines.

4. Online privacy statement

Personal data

Under the EU’s General Data Protection Regulation (GDPR) personal data is defined as:

“any information relating to an identified or identifiable natural person ('data subject'); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person”.

How we use your information

This privacy notice tells you how we, Camb IT Support Ltd, will collect and use your personal data for the provision of IT support and related services to your company’s employees. We may also store and collect personal data for the purposes of contacting our customers about important IT security issues and wider developments we feel it is important to keep them appraised of.

Why does Camb IT Support Ltd need to collect and store personal data?

In order for us to provide you with IT support and related services we need to collect personal data for correspondence purposes and/or detailed service provision. In any event, we are committed to ensuring that the information we collect and use is appropriate for this purpose, and does not constitute an invasion of your privacy.

In terms of being contacted for marketing purposes Camb IT Support Ltd would contact you for additional consent.

Will Camb IT Support Ltd share my personal data with anyone else?

We may pass your personal data on to third-party service providers contracted to Camb IT Support Ltd in the course of dealing with you. Any third parties that we may share your data with are obliged to keep your details securely, and to use them only to fulfil the service they provide you on our behalf. When they no longer need your data to fulfil this service, they will dispose of the details in line with Camb IT Support Ltd’s procedures. If we wish to pass your sensitive personal data onto a third party we will only do so once we have obtained your consent, unless we are legally required to do otherwise.

How will Camb IT Support Ltd use the personal data it collects about me?

Camb IT Support Ltd will process (collect, store and use) the information you provide in a manner compatible with the EU’s General Data Protection Regulation (GDPR). We will endeavour to keep your information accurate and up to date, and not keep it for longer than is necessary. Camb IT Support Ltd is required to retain information in accordance with the law, such as information needed for income tax and audit purposes. How long certain kinds of personal data should be kept may also be governed by specific business-sector requirements and agreed practices. Personal data may be held in addition to these periods depending on individual business needs.

Under what circumstances will Camb IT Support Ltd contact me?

Our aim is not to be intrusive, and we undertake not to ask irrelevant or unnecessary questions. Moreover, the information you provide will be subject to rigorous measures and procedures to minimise the risk of unauthorised access or disclosure.

Can I find out the personal data that the organisation holds about me?

Camb IT Support Ltd at your request, can confirm what information we hold about you and how it is processed. If Camb IT Support Ltd does hold personal data about you, you can request the following information:

  • Identity and the contact details of the person or organisation that has determined how and why to process your data. In some cases, this will be a representative in the EU.
  • Contact details of the data protection officer, where applicable.
  • The purpose of the processing as well as the legal basis for processing.
  • If the processing is based on the legitimate interests of Camb IT Support Ltd or a third party, information about those interests.
  • The categories of personal data collected, stored and processed.
  • Recipient(s) or categories of recipients that the data is/will be disclosed to.
  • If we intend to transfer the personal data to a third country or international organisation, information about how we ensure this is done securely. The EU has approved sending personal data to some countries because they meet a minimum standard of data protection. In other cases, we will ensure there are specific measures in place to secure your information.
  • How long the data will be stored.
  • Details of your rights to correct, erase, restrict or object to such processing.
  • Information about your right to withdraw consent at any time.
  • How to lodge a complaint with the supervisory authority.
  • Whether the provision of personal data is a statutory or contractual requirement, or a requirement necessary to enter into a contract, as well as whether you are obliged to provide the personal data and the possible consequences of failing to provide such data.
  • The source of personal data if it wasn’t collected directly from you.
  • Any details and information of automated decision making, such as profiling, and any meaningful information about the logic involved, as well as the significance and expected consequences of such processing.

What forms of ID will I need to provide in order to access this?

Camb IT Support Ltd accepts the following forms of ID when information on your personal data is requested:

Driving licence and utility bill (from last 3 months).

Contact details of the Data Protection Officer :

 

Data Protection Officer contact details

Contact Name:

Ben Fountain

Address line 1:

147 Milton Road

Address line 2:

 

Address line 3:

 

Address line 4:

Cambridge

Address line 5:

CB4 1XE

Email:

 dpo@cambit.co.uk

Telephone:

 (01223) 576705

 

Change History Record

 

Issue

Description of Change

Approval

Date of Issue

1

Initial issue

DPO

16/05/18