Connexica is committed to ensuring that your privacy is protected. Should we ask you provide certain information by which you can be identified when using the Helpdesk, then you can be assured that it will only be used in accordance with this privacy statement.
Connexica may change this policy from time to time by updating this page. You should check this page regularly to ensure that you are happy with any changes.
This policy is effective from 21/05/2018
What we collect.
We collect the following information:
- Full Name
- Company Name
- Contact information including email address and telephone numbers
- Demographic information such as country and region
- Twitter details if provided
- Ticket details
- Ticket attachments
What we do with the information we collect.
The Connexica Helpdesk is managed using a hosted software solution called Freshdesk (www.freshdesk.com) provided by a US-based company called Freshworks.
All information collected by the Connexica Helpdesk is stored on a server hosted and maintained by Freshdesk in the territorial USA. Freshdesk legitimise data transfer to locations outside the EEA by using EU-US Privacy Shield Certification and Model contractual clauses.
Information collected by the Connexica Helpdesk may also be exported by Connexica and stored on premise at the Connexica offices in the UK. In these circumstances the information is used to help us to more effeectively understand your needs and provide you with a better support service.
Specifically, the data collected from you and stored by the Connexica Helpdesk is used for the following reasons:
- Performance of Support and Maintenance contract
- Internal record keeping
- Analysis of Connexica Helpdesk usage trends
- Production of SLA reports in line with contractual requirements
- We may use this information to keep you updated on product releases
How long we keep it.
Your personal information is maintained within the Connexica Helpdesk system for the duration of your Support and Maintenance contract. Following the end of your Support and Maintenance contract your account is removed and your personal details are deleted. Information that you provide when you submit a specific support ticket is stored during the period that the ticket is being addressed, and then following the resolution of the ticket the details that it contains are used as an archive used by agents to use when assisting with current and future issues raised. This information is held for the lifetime of the product which the ticket relates to.
We are committed to ensuring that your information is secure. In order to prevent unauthorisedaccess or disclosure we have put in place suitablephysical, electronic and managerial procedures to safeguard and secure the information we collect on our Helpdesk.
Controlling your personal information.
If at any point you believe the personal data we process about you is incorrect, you can request to see, change, or delete this information. This can be done by contacting us via email. If you wish to raise a complaint on how we have handled your personal data, you can contact our Data Protection Officer who will investigate the matter.
Our Information Security Officer is Alex Hurley and you can contact them at firstname.lastname@example.org