Legal
Privacy Policy
This policy explains what personal data SmileSide IT collects, why, and what you can do about it. It is written with the UK GDPR and the Data Protection Act 2018 in mind.
This document is not final
It sets out the structure and the points already known to be true, but it has not been reviewed by a qualified adviser and 9 details still need to be supplied by the business. It must not be relied on as it stands, and should be completed and reviewed before launch.
What is still outstanding
- Registered business name and legal structure
- Registered address
- ICO registration number, if registered
- Named contact for data protection enquiries
- Final list of named sub-processors once providers are confirmed
- Confirmation of where each provider stores data, and any international transfer safeguards
- Specific retention period for closed tickets
- Specific retention period for attachments
- Specific retention period for email delivery logs
Who we are
SmileSide IT provides online IT support services. We are the data controller for the personal data described in this policy.
To be supplied by the business
- Registered business name and legal structure
- Registered address
- ICO registration number, if registered
- Named contact for data protection enquiries
What we collect
Account information: your name, email address, country, time zone, and optionally a phone number.
Support information: the contents of tickets you raise, messages you exchange with us, and any files you attach.
Billing information: your subscription status and invoice history. Card details are handled entirely by our payment processor and never reach our systems.
Technical information: basic logs needed to operate the service securely, including authentication events.
Why we use it, and our lawful basis
To provide the support you have asked for, and to operate your account — on the basis of performing our contract with you.
To take payment and keep accurate financial records — on the basis of our contract and our legal obligations.
To keep the service secure and investigate misuse — on the basis of our legitimate interests.
To send you service emails about your tickets and account. These are not marketing and you cannot opt out of them while you hold an account, because they are how support works.
Who we share it with
We use third-party providers to run the service: a hosting provider, a database and authentication provider, a payment processor, and an email provider. Each processes data on our instructions.
We do not sell your personal data, and we do not share it for advertising.
To be supplied by the business
- Final list of named sub-processors once providers are confirmed
- Confirmation of where each provider stores data, and any international transfer safeguards
How long we keep it
We keep ticket history for as long as you hold an account, so that past issues remain useful context if a problem recurs.
We keep billing records for as long as tax and accounting law requires, which means some records survive account deletion.
To be supplied by the business
- Specific retention period for closed tickets
- Specific retention period for attachments
- Specific retention period for email delivery logs
Your rights
Under UK data protection law you have the right to:
— Ask for a copy of the personal data we hold about you.
— Ask us to correct anything inaccurate.
— Ask us to delete your account and associated data.
— Object to or restrict certain processing.
— Ask for your data in a portable format.
— Complain to the Information Commissioner’s Office.
To exercise any of these, contact us using the details on our contact page. You can also request deletion of your account directly from your account settings.
Security
Access to your data is restricted to the team members who need it to provide support. Customer records are protected at the database level so one customer cannot access another’s tickets, attachments or account information.
Attachments are stored privately and are not reachable by public URL.
Contact
For anything relating to this document, email SmileSide.IT@outlook.com or use our contact page.