Visitors to our site
Where we collect personal data via our website, we will be upfront about it and it will be obvious to you that you're providing personal data and how we will be using it.
When someone visits our website we make use of the Google Analytics service to collect standard information about visitors to the sites and their behaviour (e.g. what pages they viewed). The data provided by Google Analytics is anonymised and in no way enables us to identify individual visitors, however, Google Analytics will place a cookie on your device to enable the service. For more information about how Google Analytics cookies work on websites visit: https://developers.google.com/analytics/devguides/collection/analyticsjs/cookie-usage
- If you select the option to remember your username on our customer portal (https://CustomerPromise.com/account), the username is stored in a cookie, so you don't need to type it again next time your visit. If you don't select this option at login, we will not use the cookie. Your password is never stored (unless you opt to do so via your browser).
If you fill out one of our contact forms on our website a notification email is sent to the relevant team at CustomerPromise, but the data you supply is stored within a database on the same private server network as our website. As our site uses SSL (https) any data you submit is encrypted on its way to the database.
When you place an order via our website we will ask for your name, address, contact information and other information relevant to the order. This information will only be used for the purposes of delivering the services we are providing; however, data may be shared with third party service providers for the purposes of delivering the service.
We manage the security of our services and therefore your data ourselves. More information about how we manage the security of our services can be found in our GDPR statement https://www.CustomerPromise.com/gdpr
All the data we hold on a customer is available via our Customer Portal (https://CustomerPromise.com/account). Personal information is shown under the "Contact Details" section and can be edited here too. Services that we provide to are shown under "Active Services" and all invoice payments are available under the "Billing & Invoices" section. Support Ticket conversations and transactions can be viewed under the "Support" section of the Portal.
Contacting our office
If you call our support helpline, we will already have your information stored in our customer database. We may use this information to verify your identity before helping with your enquiry. We will update our records with details of your query and how it was resolved.
If you call our sales line, we will ask for the minimal information we need to provide any information relating to your call. The details will be stored in our CRM for the purposes of following up with you further to the discussion; if you become a customer your details will be stored in our support database.
Unless stated elsewhere in this document or in our terms of services we only store the data necessary to provide the services we provide to you. We will keep this data for as long as it is lawful for us to do so (this may be for as long as you are a customer or because of a legal obligation to retain the information, whichever is the longest).
Third party processors
Under current data protection legislation in the UK, you have rights as an individual which you can exercise in relation to the data we store and process about you. You can find more information about your rights on the Information Commissioner's website: https://ico.org.uk/for-the-public/
If you want to make a complaint about the way we are processing your data, you can contact us, using the contact details below. You also have the right to complain to the Information Commissioner's Office: https://ico.org.uk/concerns
How to withdraw consent and object to processing
Where we are processing your data and needed to ask your permission to do so, you are able to withdraw your consent at any time. If you wish to stop receiving our marketing emails you can do so, by clicking on the "unsubscribe" link at the bottom or the email. Otherwise, you can contact us, using the contact details below.
If you wish to raise concerns about the way we are processing your data and would like to raise an objection, then please email us via support@CustomerPromise.com with your concerns.
Keeping your data up to date
It is important that any of your data that we process is kept up to date. We will from time to time ask you to verify your contact details but if you wish to update any information we hold about you, please contact us using the contact details below.
Erasure of your data (the "right to be forgotten")
Under some circumstances you may request us to delete your data from our systems. Where this is possible (e.g. we don't have any legal purpose for continuing to process your data) we will erase it from our systems.
If you wish to exercise your right to be forgotten by our services, please contact us via the contact details below.
Your right to portability allows you to request a machine-readable export of the data you supplied to us and associated service logs (where we store them). Please contact us, using the contact details below, if you wish to receive an export of your data.
Access to your data
You have the right to ask us about what data we hold about you, how we process it and provide you with a copy of the information, free of charge and within one month of your request.
To make a request for any personal information we hold and process about you, we would prefer it if you could put it in writing or in an email to the addresses below. We will need to verify your identity before providing the information and where necessary may contact you further to ensure we understand what data you are requesting.
Alternatively, if you are a customer, you may find the information you need by access your account on our Customer Portal (https://CustomerPromise.com/account).
Disclosure of information
We do not share any personal data with any third parties unless it is lawful for us to do so or if we are required by law to do so.
For more information about your data rights and privacy or data protection in general visit the Information Commissioner's Office website: https://ico.org.uk