Privacy Policy

1. Who We Are

Suffolk Tech Care is the trading name of Andy Wilce, a sole trader based in Ipswich, Suffolk, England.

Business and contact address:
Suffolk Tech Care
97 Dereham Avenue
Ipswich
Suffolk
IP3 0QF

Email: hello@suffolktechcare.co.uk

For personal information that Suffolk Tech Care collects and determines how and why to use, Andy Wilce trading as Suffolk Tech Care is the data controller.

2. Personal Information We May Collect

Depending on how you interact with Suffolk Tech Care, we may collect information including:

• your name;
• email address and telephone number;
• business or company information where relevant;
• appointment and booking information;
• information about your computer, device, Windows version and technical problem;
• information you provide through email, booking forms or other communications;
• invoices, payment status and transaction-related information;
• service history and notes relating to support we have provided;
• information relating to your acceptance of service agreements or booking conditions; and
• technical information associated with use of our website where this is collected by our website or service providers.

3. Information Seen During Remote Support

When providing a booked remote support service, we may use a third-party remote-support provider to establish a secure connection to your computer. You must approve the connection before remote access begins. We do not use this connection for permanent or unattended access unless this has been separately and explicitly agreed with you.

Remote computer support may allow us to see information displayed on your computer while we diagnose or resolve the agreed problem.

This could include filenames, applications, account names, emails, documents or other information visible on the computer during the support session.

We do not intentionally access personal files, accounts or information that are unrelated to the support being provided.

You should close private documents, websites or applications that are not relevant to the support session where reasonably possible before remote access begins.

4. How We Obtain Your Information

Most personal information we process is provided directly by you.

This may happen when you:

• book an appointment;
• contact us by email;
• complete a booking or enquiry form;
• request business support;
• make a payment;
• provide information during a support session.

We may also receive limited information from service providers used to operate our booking, payment, calendar, website and communication systems.

5. Why We Use Personal Information

We may use personal information to:

• respond to enquiries;
• arrange, confirm and manage appointments;
• provide remote computer support;
• diagnose and resolve technical problems;
• provide and administer business services;
• issue invoices and process payments;
• record agreement acceptance where required;
• maintain appropriate service and accounting records;
• deal with complaints or disputes;
• protect our systems and prevent misuse or fraud; and
• comply with applicable legal and regulatory obligations.

6. Our Lawful Bases for Using Personal Information

UK data protection law requires us to have a lawful basis for using personal information.

Depending on the circumstances, we may rely on:

Contract

We may need to use your information to take steps at your request before entering into a contract, or to provide and administer a service you have purchased from us.

Legal Obligation

We may need to retain or use certain information where necessary to comply with legal obligations, including appropriate financial and tax record keeping.

Legitimate Interests

We may process information where necessary for legitimate business interests, provided those interests are not overridden by your rights and interests.

These interests may include operating and improving our services, maintaining appropriate service records, protecting our systems, preventing misuse and handling disputes.

Consent

Where we specifically rely on your consent, you may withdraw that consent at any time. Withdrawal does not make processing carried out before withdrawal unlawful.

7. Appointment Booking & Calendar

Suffolk Tech Care uses TidyCal to provide online appointment booking.

When you book an appointment, information such as your name, email address, appointment details and answers to booking questions may be processed through TidyCal.

Appointment information may also be synchronised with Google Calendar so that Suffolk Tech Care can manage availability and scheduled support appointments.

TidyCal and Google process information in accordance with their own privacy terms and the arrangements applicable to their services.

8. Payments & PayPal

Suffolk Tech Care uses PayPal to process online payments for services.

When you make a payment, PayPal may process personal, transaction and payment information in accordance with its own privacy terms.

Suffolk Tech Care does not need to receive or store your full payment-card details on its own website in order to process payments made through PayPal.

9. Business Customer Data

When providing support to a business customer, we may encounter personal information relating to that business's staff, customers or other individuals.

Where we process such information solely on the business customer's behalf and under its instructions, the business customer may be the data controller and Suffolk Tech Care may act as a data processor in relation to that processing.

Where required, appropriate data-processing terms may form part of the relevant business service or subscription agreement.

10. Who We May Share Information With

We do not sell your personal information.

We may share personal information with trusted service providers where reasonably necessary to operate Suffolk Tech Care, including providers of:

• remote-support and screen-sharing services;
• appointment booking services such as TidyCal;
• calendar services such as Google Calendar;
• payment services such as PayPal;
• website hosting and technical services;
• website analytics services;
• email and communication services; and
• professional, accounting or legal services where required.

We may also disclose information where required by law, to establish or defend legal rights, or where otherwise permitted by applicable data protection law.

11. International Data Transfers

Some third-party technology providers may process or store personal information outside the United Kingdom.

Where UK data protection law requires safeguards for an international transfer, the relevant transfer must be covered by an appropriate lawful transfer mechanism.

12. How Long We Keep Personal Information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and for any applicable legal, accounting, tax, contractual or dispute-resolution requirements.

Different categories of information may therefore be kept for different periods.

When information is no longer reasonably required, it will be deleted, anonymised or otherwise securely disposed of where appropriate.

13. Keeping Information Secure

We take reasonable technical and organisational measures appropriate to the nature of our business and the information we process.

However, no internet, email, computer or online service can be guaranteed to be completely secure. Do not send passwords, PINs, verification codes, MFA codes, recovery codes or payment-card details through ordinary email. Suffolk Tech Care will not ask you to send these credentials.

14. Your Data Protection Rights

Depending on the circumstances, UK data protection law may give you rights relating to your personal information.

These may include the right to:

• be informed about how your information is used;
• request access to personal information we hold about you;
• ask for inaccurate information to be corrected;
• request deletion of information in certain circumstances;
• request restriction of processing in certain circumstances;
• object to certain processing;
• receive certain information in a portable format where the right to data portability applies; and
• withdraw consent where consent is the lawful basis relied upon.

These rights are not absolute and whether a particular right applies depends on the circumstances and applicable law.

15. Exercising Your Rights

To make a data protection request, contact:

Email: hello@suffolktechcare.co.uk

We may need to confirm your identity before providing information or acting on a request where it is reasonable and necessary to do so.

16. Complaints to the ICO

If you have concerns about how we use your personal information, please contact us first so that we have an opportunity to investigate and respond.

You also have the right to raise a concern with the Information Commissioner's Office (ICO), the UK's independent data protection regulator.

Information about making a complaint is available on the ICO website.

17. Cookies, Analytics & Website Technologies

Our website uses cookies and similar technologies for basic website operation and to understand how visitors use the website.

Suffolk Tech Care uses Google Analytics 4 for basic website statistics, such as page visits, scrolling and outbound-link interactions, so that we can understand and improve the website.

Our Google Analytics configuration is intended for statistical website measurement only. We do not use it for personalised advertising, remarketing or profiling visitors.

Where the statutory statistical-purposes exception applies, analytics may be used without prior consent provided the applicable conditions are met, including giving visitors clear information and a simple, free way to object.

You can object to Suffolk Tech Care using website analytics on your browser at any time using the Disable Analytics control in our Cookie Policy.

Further information about the technologies we use, our analytics configuration and your choices is provided in our Cookie Policy.