- What information we collect and why we collect it.
- How we use that information.
- The choices we offer, including how to access and update information.
We’ve tried to keep it as simple as possible, but if you’re not familiar with terms, such as cookies, IP addresses, pixel tags and browsers, then read about these key terms first.
Information that we collect
We collect information to provide better services to all our clients and in some cases the information is collected specifically to enable us to carry out our services.
We collect information in the following ways:
- Information you give us.
For example, subscribing to our newsletters, blogs and marketing services require you to expressly opt to join that mailing list. When you do, we’ll ask for personal information, like your name, email address or telephone number.
- Information we get from your use of our services.
We sometimes collect information about the services that you use and how you use them, like when you accessed a service such as the helpdesk portal or visited one of our self-service websites.
- Information we need to supply our services.
Some of our services require us to store personal information such as name, email, telephone numbers and other contact details. This information is required to identify you and the services that you have purchased or have been purchased for you by your employer.
This information includes:
- Device information
We may collect device-specific information (such as your hardware model, operating system version, unique device identifiers). Cybrid may associate your device identifiers or email address and phone number with your Helpdesk Account.
- Log information
When you use our support services, we may collect and store certain information in server logs. This includes:
- telephony log information, such as your phone number, calling-party number, forwarding numbers, time and date of calls, duration of calls, SMS routing information and types of calls. (applicable only to telephone services for billing)
- Internet protocol address
- device event information, such as crashes, system activity, hardware settings, browser type, browser language, the date and time of your request and referral URL.
- Cookies that may uniquely identify your browser or your Helpdesk Account.
- Unique application numbers
Certain services include a unique application number. This number and information about your installation (for example, the operating system type and application version number) may be sent to Cybrid when you install or uninstall that service or when that service periodically contacts our servers, such as for automatic updates or to respond to system monitoring or health requests.
- Cookies and similar technologies
We and our partners use various technologies to collect and store information when you visit a Cybrid service, and this may include using cookies or similar technologies to identify your browser or device. We also use these technologies to collect and store information when you interact with services to improve services, track use of services and customise content.
- Information we collect when you are signed in to the Cybrid Helpdesk system, in addition to information we obtain about you from partners, may be associated with your Cybrid Helpdesk Account. When information is associated with your Cybrid Helpdesk Account, we treat it as personal information. For more information about how you can access, manage or delete information that is associated with your Account, visit the Transparency and choice section of this policy.
How we use information that we collect
We use the information we collect from all our services to provide, maintain, protect and improve them, to develop new ones and to protect Cybrid and our users from fraudulent use. We also use this information to offer you tailored content – like giving you more relevant advice on system optimisation or training requirements.
We may use the name that you provide for your Cybrid Helpdesk Account across all the services we offer that require an Account. In addition, we may replace past names associated with your Helpdesk Account, so that you are represented consistently across all our services.
Your information will not be shared with other Helpdesk Account holders except where it is necessary for the supply of the service and would be limited to suitably authorised individuals within your organisation such as your line manager or CTO / CIO.
When you contact Cybrid, we keep a record of your communication to help solve any issues you might be facing. We may use your email address to inform you about our progress in dealing with issues or tickets or to inform you about services, such as letting you know about upcoming changes or improvements.
We use information collected from cookies and other technologies to improve your user experience and the overall quality of our services. For example, by saving your language preferences in your Helpdesk Account, we’ll be able to have our services appear in the language you prefer.
We may combine personal information from one service with information, including personal information, from other Cybrid services
– for example, to make it easier to provide support across devices or platforms.
Cybrid processes personal information on our servers in EU data centres or with cloud providers providing GDPR compliant EU hosting. We may process your personal information on a server located outside the country where you live.
Transparency and choice
People have different privacy concerns. Our goal is to be clear about what information we collect, so that you can make meaningful choices about how it is used. For example, you can:
- Review and update your contact details in your Helpdesk Account at any time
- Review and edit time zone and language preferences
- Opt in and out of any direct marketing campaigns
- Request a copy of any personal data which we hold which about you
- Request corrections where data is found to be inaccurate
- Request that we cease processing your data (keep in mind this may prevent us from being able to provide certain services.)
You may also set your browser to block all cookies, including cookies associated with our services or to indicate when a cookie is being set by us. However, it’s important to remember that many of our services may not function properly if your cookies are disabled. For example, we may not remember your language preferences. To discuss your use of data or report a potential breach you can contact our Data Protection Officer at the contact details provided at the end of this policy.
Information that we share
We do not share personal information with companies, organisations and individuals outside of Cybrid unless one of the following circumstances applies:
- With your consent
We will share personal information with companies, organisations or individuals outside Cybrid when we have your consent to do so. We require opt-in consent for the sharing of any sensitive personal information
- With domain administrators
If your Cybrid Helpdesk Account is managed for you by a domain administrator, then your domain administrator and resellers who provide user support to your organisation will have access to your Account information. Your domain administrator may be able to:
- view statistics regarding your account, such as statistics regarding applications that you install.
- change your account password.
- suspend or terminate your account access.
- access or retain information stored as part of your account.
- receive your account information to satisfy applicable law, regulation, legal process or enforceable governmental request.
- restrict your ability to delete or edit information or privacy settings
- For external processing
- For legal reasons
We will share personal information with companies, organisations or individuals outside Cybrid if we have a belief in good faith that access, use, preservation or disclosure of the information is reasonably necessary to:
- meet any applicable law, regulation, legal process or enforceable governmental request.
- enforce applicable Terms of Service, including investigation of potential violations.
- detect, prevent or otherwise address fraud, security or technical issues.
- protect against harm to the rights, property or safety of Cybrid, our users or the public, as required or permitted by law.
We may share non-personally identifiable information publicly and with our partners – like publishers, advertisers or connected sites. For example, we may share information publicly to show trends about the general use of our services.
We work hard to protect Cybrid and our users from unauthorised access to or unauthorised alteration, disclosure or destruction of information that we hold. In particular:
- We encrypt many of our services using SSL.
- We offer you two-factor authentication when you access your Cybrid Helpdesk Account or other similar services
- We review our information collection, storage and processing practices, including physical security measures, to guard against unauthorised access to systems.
- We restrict access to personal information to Cybrid employees, contractors and agents who need to know that information to process it for us and who are subject to strict contractual confidentiality obligations. They may be disciplined, or their contract terminated if they fail to meet these obligations.
Compliance and cooperation with regulatory authorities
When we receive formal written complaints, we will contact the person who made the complaint to follow up. We work with the appropriate regulatory authorities, including local data protection authorities, to resolve any complaints regarding the transfer of personal data that we cannot resolve with our users directly.
Data Protection Officer
Cybrid’s Data Protection Officer, Mike Jenkings, can be contacted via email at [email protected]