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Customer Experience & Support Services : UK: +44 800 031 4596 | USA: +1 844 287 3437

Privacy Policy

This privacy policy explains how The Tech Helpdesk collects, uses and discloses personal and other information The Tech Helpdesk receives from our Clients, in connection with the managed IT support services we provide to the end user (the "Services") in accordance with the Terms of Use stated at http://thetechhelpdesk.co.uk/terms. When you submit information through our website, email, or a chat session, & provide this to our Customer Service Specialists or, use our Services, you (the "user") agree to our use of this information being consistent with this privacy policy.

How The Tech Helpdesk collects & disseminates client information.

We provide managed IT support services to consumers using various web-enabled tools, other soft wares as well as through telephone & on site to provider support and assistance in IT Services & IT needs of Businesses & Consumers. These tools may at times include software that enables us to remotely access and control a user device with their express permission over a recorded line. We always record all client conversations & save them on a secured in-house server in the cloud for up-to 24 months. We at times may require certain information and express permissions from you to provide these IT Services.

Some information we collect may be provided by the user directly such as when a support incident is requested by a form or on the phone by our Customer Service Specialist. Other technical information might be collected or accessed by us through our diagnostic and related tools as our teams work with yours to provide these IT Services.

Information that The Tech Helpdesk collects during Ordering & after care.

The Tech Helpdesk collects some information which is personal (i.e., information that identifies an individual either alone or in combination with other data). The Tech Helpdesk also collects non- personal information that does not, on its own, identify an individual person. When non-personal information is combined with other information so that it does identify an individual person, we treat that combination as personally identifiable information. The Tech Helpdesk obtains personal information when you or someone acting on your behalf provides it to us. We also collect information when you obtain or use The Tech Helpdesk products or services or when you use a device with The Tech Helpdesk products or services installed.

The following are examples of the type of personal information that may be collected directly from you (or someone acting on your behalf):

Contact information (including name, email address, social media ID/handle, mailing address, telephone, and fax number); 
Payment information (including payment card and bank account information); 
Shipping, billing, and other information provided in connection with the purchase or delivery of The Tech Helpdesk products and services; 
Information about transactions with us (such as purchase history) and use of our products and services; 
Information provided by you through The Tech Helpdesk-related communication channels such as forums, technical support, and customer service; 
Username, password, and other information used to verify identity; and 
Photographs, images, biometrics, and related hash values. 

The following are examples of the type of information that may be collected by The Tech Helpdesk from your web browser or from interactions with our products and services: 

Details about your computers, devices, applications, and networks (including IP address, browser characteristics, device ID and characteristics, operating system, system language, and preferences); 
Activities on our websites and usage patterns of products and services (including referring URLs, dates and times of website visits, and clickstream data such as information commonly recorded in web server logs); 
Details about Internet or network usage (including URLs or domain names of websites you visit, information about applications that attempt to access your network, or traffic data); 
Data about files and communications, such as potential malware or spam (which may include computer files, emails and attachments, email addresses, metadata, and traffic data, or portions or hashes: a hash file is a file that has been converted into a numerical string by a mathematical algorithm of any of this information); this may include similar information from third parties interacting with you; 
Other information used in the operation of our products and services (including information regarding the number of checked, suspicious, infected, or unwanted 
files or emails; number of actual infections); and 
Information that may be included in a virus or malware sample or a file submitted by you to The Tech Helpdesk for review.

PERSONAL INFORMATION:

We will ask you when we need information that personally identifies you ("personal information") or allows us to contact you. In order to use the Services, the user must first typically register or provide certain identifying information. For online registration, we ask you to provide contact details (such as First and Last name, E-mail address, Postal address, Personal identifier etc.). The Tech Helpdesk uses this information to contact you regarding the product and/or services you have requested. This includes re-registration/renewal notifications, special offers, and surveys on improving our Services.

IP Addresses 
An Internet Protocol address (IP address) is a numerical label assigned to each device (e.g., computer, printer, mobile phone, server) participating in a computer network that uses the Internet Protocol for communication. It is how devices find each other on a network. 
While it is possible that IP addresses can be associated with a single individual's device, they most often are associated with a group of systems, one system shared by many users, or a gateway into a group of systems or devices. For instance, IP addresses included in an email communication are typically associated with the respective email service provider and not with an individual user's device. 

The Tech Helpdesk security products and services use IP addresses to protect your information, your devices, and your data. For example, we may detect that a system or a group of systems associated with a particular IP address has been compromised and is sending malware or spam to some of our users. Even without identifying who owns the compromised system or who compromised it, we can assign a score to that IP address to reflect the heightened threat it poses. Our products and services can then divert your traffic away from this IP address or block this IP address from sending malware to your The Tech Helpdesk-protected device before your device is a victim of an attack. The use of IP addresses and other machine data is necessary to keep security protections current, relevant, and effective as cyber threats and attacks evolve over time.

PAYMENT INFORMATION:

If you register for the Services, The Tech Helpdesk may collect credit card information, and other payment information. Like many companies, The Tech Helpdesk may use third party payment processing services to process and verify credit cards for an order on our behalf. The Tech Helpdesk uses such payment information to complete your transactions & to minimise our credit risk when providing such services. As a part of ordering a service via The Tech Helpdesk Ltd, the customer gives us express consent to use the information on the order to carry out credit & risk checks on the account for any postpaid services. Please note that we do not store any financial information on our website or servers as a part of our compliance measures. The information collected is routed through our card facilities who are certified Banks or card services.

Computer and System Information

SUBSCRIBER (USER) DEVICE:

We may also ask for information related to your (user) device to provide the Service. As examples, this information may include:

  • Information about the date of purchase,
  • Type of device
  • Identification number of your device
  • Make and model of your device and/or any device hardware,
  • Software installed or any peripherals attached to it,
  • General condition of the device
  • System and registry data about software installations and hardware configurations,
  • Error tracking files.

Generally, this information is required to provide personalized customer support to yourself, and to help us update our support tools and enhance our supported products lists.

REMOTE ACCESS:

While requesting support, you may request for the ticket to be resolved by enabling The Tech Helpdesk Customer Service to have access to the affected device. The Tech Helpdesk uses various internal software tools which enables yourself to grant access of your device to our Customer Service Teams remotely. This allows us to diagnose or rectify problems without the need for a physical tech call out fee.

The Tech Helpdesk does not use the Remote Access software to access and control your device, without your consent & without a customer service ticket formally lodged to our systems.

Our customer service teams are trained in the use of such software tools, and we take steps to limit access to confidential or sensitive information stored on user devices, avoid any deliberate destruction of information on user device or business networks, and also to help avoid system problems. The Tech Helpdesk maintains a strict specific internal policy and various IT & technical controls to limit how and whether our remote access tools may be used to provide any customer service.

DIAGNOSTIC TOOL:

The Tech Helpdesk uses some online diagnostic tools that may collect a wide variety of useful information about the state of any device and your applications. This information is communicated to The Tech Helpdesk Customer Service using security technologies over the Internet. The Tech Helpdesk analyzes this information to help diagnose and solve end-user problems. The Tech Helpdesk diagnostic application is not designed to collect sensitive information including information such websites visited, e-mail messages, e-mail addresses sent to, passwords, profiles, etc.

Use of this Remote Access and Diagnostic applications may be subject to the terms and conditions of the respective software license agreements.

LIVE HELP SESSION RECORDS:

The Tech Helpdesk reserves the right to monitor and record on-line and off-line sessions between users and The Tech Helpdesk technicians for quality control and service-related purposes. Some uses of this type of information include improving the Service, building a support knowledge base and assigning proof of successful resolution to our orders.

COOKIES:

The Tech Helpdesk uses "cookies" to remember user preferences and to maximize the performance of our website and services. Additionally, cookies help us to identify returning users so, for example, we don't need to ask them to enter their email and password on every visit.
Please note the information gathered by cookies is necessary to provide some The Tech Helpdesk services, including certain subscriptions. We cannot provide such services to users who do not give their consent to the data processing carried out through cookies or whose browsers are set to reject all cookies. For example, when you purchase a subscription to an online technology, a cookie is set that identifies the software, version, and when it expires. We use this information to alert you that a newer version is available or if your subscription is going to expire.
Cookies may also be used to control the type and frequency of ads, promotions, or other marketing messages the customer views. These ads may be placed by The Tech Helpdesk or third-party advertising companies which are our vendors. The Tech Helpdesk also uses "web beacons" (small transparent image files) to count visitors to our sites and analyze how visitors use our sites. The information collected is generally anonymized and is not used to identify any particular user.
The Tech Helpdesk also maintains log files of the traffic on our sites. For example, our servers may automatically record the information you or your browser send when you visit a website. These log files may include information such as your requests, IP address, browser type, browser language, the date and time of your request, and one or more cookies that may uniquely identify your system.

LOG FILES:

We use IP addresses to analyze trends, administer the website, track user movement, and gather broad demographic information for aggregate use.

SHARING AND INFORMATION DISCLOSURE

We may share aggregated and de-identified information with our partners. This sharing is usually not linked to any personal information that can identify any individual person, unless specifically required to allow use of specific widgets within the Services. We may also share, disclose, or transfer your personal information as follows:

  • To The Tech Helpdesk affiliates and subsidiaries to support business operations and sales, marketing, and customer support processes;
  • To third party service providers and suppliers acting on our behalf to provide products or services to you;
  • To other third parties for purposes you have allowed.

Additionally, we may also disclose your personal information as we determine reasonably necessary to (a) comply with applicable law, regulations, legal processes, or enforceable governmental requests, (b) respond as necessary to actual or potential lawsuits, or (c) protect the rights and property of The Tech Helpdesk or others.

We reserve the right to retain, use, and disclose aggregate or anonymous information developed from personal information at any time.

If we merge with, or are acquired by another company, or sell all or substantially all of our relevant assets, or file for bankruptcy, we may disclose and transfer personal information with the company or asset. We will seek appropriate protection for personal information disclosed or transferred in such transactions consistent with applicable law.

INTERNATIONAL USERS

Because The Tech Helpdesk operates globally, we make information we gather available to our worldwide business units.. By using the the The Tech Helpdesk website, using the Services, or otherwise providing us with your personal information, you consent to the transfer and processing of your personal information.

SECURITY

We use a variety of security technologies, as well as administrative, managerial, and physical safeguards, to help protect personal information and other data we receive from unauthorized access, use, or disclosure. No data transmissions, or even the physical transfer of information, can be guaranteed to be completely secure. We cannot fully eliminate all security risks associated with personal information and technical mistakes are possible. Therefore, we do not ensure or warrant the security of any data or information you transmit to us and you do so at your own risk.

SURVEYS

From time-to-time we may request information from users via surveys. Participation in these surveys is completely voluntary and users have a choice whether or not to participate. Information requested may include contact information (such as name and shipping address), and demographic information (such as zip code). Survey information will be used for purposes of monitoring or improving the use and satisfaction of Services.

CONTESTS

The Tech Helpdesk may offer contests, sweepstakes or other promotions. These promotions will be governed by applicable rules. Personal information collected through such promotions will be used as described at the time of collection.

Use of the Personal Information we collect

The Tech Helpdesk uses the information we collect in ways that serve your security needs and privacy preferences, including to:

Provide threat prediction and protection products and services; 
Provide security advisories, information, and product updates; 
Conduct research and analysis (for example, market and consumer research, security research and analysis, and trend analysis); 
Analyze users' behavior when using The Tech Helpdesk products and services to customize preferences; 
Establish and manage The Tech Helpdesk accounts; 
Collect and process payments and complete transactions; 
Provide customer support, manage subscriptions, and respond to requests, 
questions and comments; 
Communicate about, and administer participation in, special events, programs, surveys, contests, sweepstakes, and other offers and promotions; 
Enable posting on our blogs and other communications; 
Customize, measure, and improve our websites, products, services, and advertising; 
Analyze and develop new products, services, and websites; 
Perform accounting, auditing, billing, reconciliation, and collection activities; 
Prevent detect, identify, investigate, respond, and protect against potential or actual claims, liabilities, prohibited behavior, and criminal activity; 
Comply with and enforce applicable legal requirements, agreements, and policies; and 
Perform other activities consistent with this Notice.


Personal Information We Share

We may share personal information with:
Other members of the The Tech Helpdesk family of companies for the purposes described in this Privacy Notice, such as to: 
(i) provide services and joint content (e.g., registration, sales, and customer support); (ii) help detect and prevent potentially illegal acts and violations of our policies; and (iii) guide our decisions about our products, services, and communications; 
Authorized service providers and partners who perform services for us (including data storage, sales, marketing, fraud investigations, and bill collection) based on our instructions. These third parties may only use or disclose personal information obtained from The Tech Helpdesk to perform services on our behalf or comply with legal obligations; 
Third parties with your consent. For example, co-marketing with a business partner or sharing limited information as necessary with researchers and analysts; and 
Other business entities legally related to The Tech Helpdesk, such as our parent company, Intel, Inc. or any third party that may take over all or part of The Tech Helpdesk's functions in the future (provided that such party agrees to use such personal information in a manner that is consistent with this Privacy Notice). 

We may also disclose personal information:
(i) if we are required to do so by law or legal process; 
(ii) in response to requests by government agencies, such as law enforcement authorities or other authorized third-parties; 
(iii) as may be required for purposes of national security; 
(iv) when we believe disclosure is necessary and appropriate to prevent physical, mental, financial, or other harm, injury, or loss; or 
(v) in connection with an investigation of suspected or actual illegal or inappropriate activity or exposure to liability.

The Tech Helpdesk family companies may share personal information with each other and use it in a manner that is consistent with this Privacy Notice. We may also combine it with other information to provide and improve our products, services, content, and advertising.

When we share personal information with a third party, they must contractually agree to comply with privacy and security standards at least as stringent as The Tech Helpdesk's when we are handling similar data. When you provide data directly to the third party, the processing is based on their standards (which may not be the same as The Tech Helpdesk's) and your own independent relationship with that provider.


How you can manage and control your personal information

We offer certain choices about how we communicate with our users and what personal information we obtain from and about them. The Tech Helpdesk products allow users to make choices about the personal information collected.

To remove your personal information from The Tech Helpdesk website testimonial, please contact customer service. 

If you chose to no longer receive marketing information, The Tech Helpdesk may still communicate with you regarding such things as security updates, product functionality, responses to service requests, or other transactional, non-marketing/administrative related purposes.

Storage of the information we collect from you

The information we collect may be stored and processed in servers in the United Kingdom and wherever The Tech Helpdesk and our service providers have facilities around the globe.

CHILDREN

Our Services are not intended for use by anyone under the age of 18. Consistent with the Children s Online Privacy Protection Act, we do not collect or maintain information at our website from or sell products to those we actually know are under the age of 18.

NOTIFICATION OF CHANGES

We reserve the right to change our privacy policy. Please check our website periodically for changes so that you are aware of our latest privacy practices. For changes that are materially less restrictive or protective of your personal information than the privacy policy in place at the time of collection, we will notify before implementing any such change.

QUESTIONS

If you have any questions about our privacy policy you may email questions or inquiries to support@thetechhelpdesk.co.uk

IMPORTANT DISCLAIMER FOR OUR CLIENTS:

The Tech Helpdesk is an independent provider of managed IT services. In the event that you receive any notification via e-mail or telephone where anyone represents themselves as The Tech Helpdesk and states that they are affiliated with any third party such as Microsoft, Google, Dell, HP etc. then it is completely false and untrue. In the event such an incident occurs, we kindly request that you immediately notify us via email or a phone call. Appropriate phone or e-mail contact details are listed on the Contact page of our website or on your order invoice.

The Tech Helpdesk is unique due to its expertise in products from a wide variety of third-party companies; however, The Tech Helpdesk has no affiliation with any third-party companies except for any 3rd party IT engineers on our customer service listings, & unless such a relationship is expressly specified on our website with due consent and approval. For permitted use and specific warranties associated with the software, hardware, and peripherals, please contact the relevant third party. The Tech Helpdesk is not responsible for third party Content provided on or through the Site and you bears all risks associated with the use of such third party Content, products and services. The Tech Helpdesk support staff is "The Tech Helpdesk" Certified Technicians but do not necessarily hold any certifications from any third party unless expressly specified with documentation.

The look and feel of the Site (including all page headers, custom graphics, button icons, and scripts) may not be copied, imitated, or used (in whole or in part) without The Tech Helpdesk prior written permission. All other trademarks, registered trademarks, company names, product names and brand names are the property of their respective owners, and The Tech Helpdesk disclaims any ownership in such third-party marks. The use of any third party trademarks, logos, or brand names is for informational purposes only, and does not imply an endorsement by The Tech Helpdesk or vice versa or that such trademark owner has authorized The Tech Helpdesk to promote its products or services.

The Tech Helpdesk Portal, and all content provided on or through the site, are provided on an "as is" and "as available" basis, except where expressly provided otherwise. The Tech Helpdesk expressly disclaims all warranties of any kind to the fullest extent allowable by applicable law, whether express or implied, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose and non-infringement, with respect to the Tech Helpdesk Website and all content provided on or through the Tech Helpdesk Website. The Tech Helpdesk makes no representations or warranties that the Tech Helpdesk Website will be available on a timely, continuous, secure or error-free basis. Any Content accessed, downloaded or otherwise obtained on or through the use of the site is used at your own discretion. The Tech Helpdesk shall have no responsibility for any damage to your computer system or loss of data that results from the download or use of Third Party Content.

14-Day Customer Service - Cooling off & Returns period

We are definitely confident of course that as a Customer of ours, you will be happy with any purchase of IT Support Services, which allows us to offer a "14-Day Money-Back Guarantee" for all new orders placed over the telephone or email, to ensure a complete customer satisfaction of our Managed IT Support Solutions. If for any reason however, should you wish to discontinue using our Managed IT Support Solutions, our teams will promptly issue a refund for all cancelled orders received with us via phone or email within 14 days of invoice ordering date.

Simply contact us at support@thetechhelpdesk.co.uk  to speak to a specialist of our teams about our 14-Day Money-Back Guarantee and any issues that you might have faced at any time with IT Support. 

Call 0800 031 4596 to speak to an IT Solutions specialist NOW!