1. Our Commitment to Your Privacy

At EB IT Support LTD, protecting your personal information is a top priority. This Privacy Policy explains how we collect, use, and safeguard your data when you interact with our services, and it outlines your rights regarding your information.

2. Information We Collect

To provide you with our services, manage your account, and maintain accurate business records, we collect and store certain information. This includes, but is not limited to:

• Personal & Contact Details: Your name, address, phone number, email address, and any other contact information required for service setup, communication, or billing.
• Business Information: If you are a business customer, we may collect your company name, registered address, Companies House details (where applicable), VAT number, nominated contacts, department information, and any documentation necessary to provide contracted IT services.
• Account Security Information: Your secure Customer Passcode and any other authentication data used to verify your identity when contacting support or accessing sensitive areas of our systems.
• Service Interaction Data: The content of your support tickets, messages sent via our dashboard, email correspondence, technical notes, and live chat logs so that we can resolve issues effectively and maintain service continuity.
• Website Usage Data: Technical information such as your IP address, browser type, pages visited, device type, and usage behaviour. This is collected to improve website functionality and security.
• Third-Party Platforms: If you interact with us through social media (e.g. Facebook, Instagram, or X), these platforms may provide us with basic profile information or communication data according to their own privacy policies.
• Payment & Billing Information: EB IT Support LTD does not store or have access to your full financial details. When you make a payment through services such as PayPal, GoCardless, or Stripe, your financial data (such as card numbers or bank details) is processed and stored solely by the payment provider. We receive only a unique verification key and payment confirmation used to validate and assign the transaction to your account. This ensures secure billing while preventing our staff or systems from ever accessing your financial information directly.

3. How We Use Your Information

• To Provide Our Services: We use your personal and service data to respond to your support requests, deliver our IT services, and send you important communications about your account (like ticket updates and invoices).
• To Improve Our Website: We use analytics services like Google Analytics and Cloudflare Analytics to understand how visitors use our website, which helps us to improve the user experience.
• For Security: We use tools like Google reCAPTCHA to protect our website from spam and abuse.

4. Sharing Your Information

• With Service Providers: If you use a service that relies on a third party (like our phone or email services), we will only share the minimum information necessary for them to perform their function. When you purchase a third-party service through us, your support contract is with us. You should contact our team for any assistance you need.
• For Legal Reasons: We may be required to disclose your personal information to law enforcement or other authorities if required by UK law.
• We Do Not Sell Your Data: We will never sell your personal information to third parties.

5. Security and Data Processing

We take the security of your information extremely seriously. All confidential customer data stored within our systems is protected using AES-256 encryption — one of the strongest and most trusted encryption standards in the world. This ensures that even if data were intercepted or accessed without permission, it would be completely unreadable and unusable.

All data processing and storage takes place within our secure customer portals, where access is strictly controlled and monitored.

When registering or activating services provided by our trusted partners, certain personal information may be shared with third-party suppliers. This is always done only on a business-need basis, and we share the absolute minimum information required for them to provide the service effectively. This approach follows the same principles outlined in Section 4: we never sell your data, and we only disclose information when essential for service delivery or when required by UK law.

6. Data Retention & Deletion

• Data Retention Period: For legal, security, and accounting purposes, we keep support tickets, invoices, financial information, and related service data for three years after your account is closed. After this period, this operational data is automatically and permanently deleted from our systems.
• Permanent Records: Any entries relating to account sanctions, bans, misuse, or breaches of our terms of service are stored on a permanent customer record. These entries are retained indefinitely to protect the safety and security of our staff, systems, and business integrity.
• Account Deletion (Right to Erasure): When you request erasure of your account, the majority of your personal data is immediately scrambled and rendered unusable within our database, ensuring that it cannot be reconstructed or accessed. However, for business safety and compliance reasons, financial information and certain operational notes are intentionally left unscrambled until the end of the three-year retention period. These remaining items are then securely and permanently removed from our system automatically.
• Re-Registration Requirement: Once your account has been deleted, all access to our systems is removed. Should you wish to use our services again in the future, you will be required to create a new customer account, as no previous access or profile information will remain.

7. Cookies

Our website uses cookies (small data files stored on your device) to function correctly. They help us remember your preferences, allow you to place orders, and use our support chat. You can manage cookies in your browser settings, but disabling them may affect how our website works.

8. Phone Call Recording

For quality and training purposes, phone calls to and from our company may be recorded or monitored. By calling us, you consent to this.

9. Your Rights Under UK GDPR

Under UK GDPR, you have several rights regarding your personal data. At EB IT Support LTD, we make it easy for you to access and manage the information we hold about you.

Accessing Your Data

All information we store about you can be viewed in your personal customer report via our secure client portal. Simply visit:

https://dashboard.ebithost.uk/portal/reports/my-report

(Dashboard → Profile → My Report)

This report compiles everything EB IT Support LTD knows about you as our customer.

Annual GDPR Report

To support transparency, a full GDPR customer report is automatically sent to all customers once per year on 1st December. This helps ensure your information is accurate and up to date.

How We Protect Your Data

All customer information stored inside our client portal is protected with AES-256 encryption, one of the strongest encryption standards available. This ensures your data remains secure and unreadable to potential threats.

The only piece of information not encrypted is your email address. This is intentionally left unencrypted so our systems can provide fast and reliable communication, ensuring efficient service delivery and password recovery.

EB IT Support LTD is fully registered with the Information Commissioner’s Office (ICO), demonstrating our commitment to lawful data handling and privacy compliance.

Verification & Security Checks

To protect your account, staff may require you to verify your identity using your unique Telephone Verification Passcode. This passcode is provided in your Welcome to EB IT Support LTD email and may be required if you contact us from any phone number not listed on your account.

Your GDPR Rights

• Right to Access: Request a copy of the personal data we hold about you at any time.
• Right to Rectification: Ask us to correct inaccuracies or update outdated information.
• Right to Erasure (Right to be Forgotten): Request that we delete your personal information, subject to the retention rules described in Section 6.
• Right to Restrict Processing: Request limited use of your data in certain circumstances.
• Right to Data Portability: Request your data in a transferable electronic format.
• Right to Object: Object to certain forms of data processing where legally applicable.

10. Your Choices Regarding Communication

We use your email address to send you essential service communications. You can request to disable these emails, but please be aware that this may prevent you from receiving important updates about your account, and we cannot be held responsible for any issues that arise as a result.

11. Changes to This Policy

We may update this Privacy Policy from time to time. The most current version will always be available on our website.

12. Contact Us

If you have any questions about this policy, please get in touch.

• Email: [email protected]
• Phone: 01205 627240
• Address: EB IT Support LTD, Boston Enterprise Centre, Enterprise Way, Boston, PE21 7TW