Privacy Policy
1. OVERVIEW
This policy is applicable to the Support24x7 portal/website. It addresses information collected through the Support24x7 portal/website and does not cover information gathered offline, through other portals/websites, or through our subscription services. Data from subscription services will be used by Support24x7 according to the contractual agreements with the customer.
This policy outlines the practices Support24x7 employs for collecting, storing, using, and disclosing data when your organization utilizes our portal/website, as well as the options available to you regarding that data.
We use your data to provide and enhance the services offered. By using our portal/website, you consent to the collection and use of data as detailed in this policy.
Support24x7 is dedicated to protecting Personal Data in accordance with the Privacy Act 1988 and the Australian Privacy Principles.
2. DEFINITIONS
2.1 DATA RETENTION
The duration for which we retain Personal Data depends on its nature and our ongoing business requirements. We will maintain Personal Data for the entirety of our relationship with you. Following this period, we may delete or destroy all copies of Personal Data within our systems or under our possession or control, unless legally prohibited.
3. DATA COLLECTION
We collect different types of data for multiple purposes to enhance and improve our portal/website and services provided to you.
This policy outlines the practices employed by Support24x7 regarding the collection, storage, use, and disclosure of data when your organisation utilises our portal/website, as well as the choices available to you concerning that data.
The types of data collected are as follows:
3.1 DATA YOU PROVIDE TO US:
3.1.1 PERSONAL DATA
When using our website, you may provide personal data such as:
- First and last name
- Work email address
- Phone number
- Company
- Title
- Industry
You can opt out by not entering this information when asked.
3.1.2 SENSITIVE DATA
Sensitive information, as defined in the Privacy Act, includes details about an individual’s racial or ethnic origin, political opinions, membership in a political association, religious or philosophical beliefs, membership in a trade union or other professional organization, criminal record, or health information. Support24x7 does not anticipate collecting sensitive information through its portal/website.
3.2 DATA WE COLLECT AUTOMATICALLY
3.2.1 USAGE DATA
When you access our portal/website, we may automatically collect certain data from you. The usage data collected may include, but is not limited to:
- The type of device, browser, and operating system you are using
- Your IP address
3.2.2 COOKIES DATA
When using our portal/website, we may utilize third-party applications not owned or controlled by us that collect anonymized data for their own purposes or to provide to Support24x7.
Our portal/website may also include links to other portals/websites not owned or controlled by us. These links are provided solely for your convenience and do not constitute an endorsement by us. Please be aware that Support24x7 is not responsible for the privacy practices of other portals/websites, and we encourage our users to be informed about the privacy practices of such sites.
3.2.3 THIRD PARTY SITES
When using our portal/website, we may utilize third-party applications not owned or controlled by us that collect anonymized data for their own purposes or to provide to Support24x7.
Our portal/website may also include links to other portals/websites not owned or controlled by us. These links are provided solely for your convenience and do not constitute an endorsement by us. Please be aware that Support24x7 is not responsible for the privacy practices of other portals/websites, and we encourage our users to be informed about the privacy practices of such sites.
3.2.4 LOCATION DATA
Support24x7 may collect and process information about your location when you access or use our mobile app. Location data is collected for the purpose of improving the services we offer, such as providing location-based functionality or enhancing user experience.
The types of location data collected may include:
- Precise GPS-based location data (if you have granted permission)
- Approximate location based on IP address or Wi-Fi network
You can manage your location preferences and permissions through your device settings. We do not share precise location data with third parties unless explicitly required by law or with your consent.
4. USE OF DATA
Support24x7 utilises data collected from our portal/website for several purposes:
5. DISCLOSURE OF DATA
5.1 LEGAL REQUIREMENTS
Your personal data may be disclosed to regulators, law enforcement authorities, government agencies, courts, or other third parties when it is necessary for compliance with applicable laws or regulations, or to exercise, establish, or defend legal rights. Notification of such disclosure will be provided where possible and appropriate.
5.2 OTHER 3RD PARTY ACCESS OF DATA
We may collaborate with third-party organizations to facilitate our services or assist in analysing the usage of our portal/website and services. These entities will have access to anonymized data and will only access Personal Data with your explicit consent.
6. SECURITY OF DATA
6.1 INTERNAL ACCESS OF DATA
Support24x7 employees who require access to your data in order to perform their duties will have access to your Personal Data. Support24x7 employees and contractors are required to keep any personal data confidential and are not allowed to access or use your personal data for any purpose other than fulfilling their job responsibilities.
6.2 GENERAL SECURITY
The protection of your data is a priority for us. However, it is important to note that no method of transmission over the Internet or electronic storage is entirely secure. Although we strive to employ commercially acceptable measures to safeguard your Personal Data, we are unable to guarantee its absolute security.
7. NOTIFIABLE DATA BREACH SCHEME
- The Privacy Amendment (Notifiable Data Breaches) Act 2017 establishes the Notifiable Data Breaches (NDB) Scheme in Australia. Under this scheme, agencies are required to notify individuals whose personal data is involved in a data breach that is likely to result in serious harm. We Care Cloud will manage all data breaches in accordance with the NDB.
- In the event of a suspected or known data breach, we will initially respond and work with the affected area to contain further access to the data. We will then assess whether the breach is likely to result in serious harm to individuals.
- If it is determined that serious harm is likely from the data breach, we will promptly inform your organisation, advising that a suspected or known data breach has occurred involving your organisation’s personal data. We will also outline the actions being taken to limit or mitigate any potential harm.
- Support24x7 will prepare a statement for submission to the Office of the Australian Information Commissioner (OAIC) via the NDB Statement Form. Support24x7 will collaborate with the OAIC on any recommendations or directions related to the breach.
- Finally, Support24x7 will review the incident to identify possible causes of the breach and will update our internal policies, procedures, and technical implementations to prevent recurrence.
8. ACCESS TO PERSONAL DATA
You can request access to the Personal Information we hold about you and update or correct it, subject to certain exceptions. To access your Personal Information, please contact us in writing.
Support24x7 will not charge a fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.
To protect your Personal Information, identification may be required before releasing the requested information.
9. CHANGES TO THIS CUSTOMER PRIVACY POLICY
We may update our Customer Privacy Policy from time to time and is available on our portal/website.
10. COMPLAINTS
10.1 HOW TO MAKE A COMPLAINT
If you believe that Support24x7 has potentially breached your privacy rights, you may reach out to us using the contact details provided in section 12 of this policy. Additionally, you have the option to contact the OAIC if you wish to file a privacy complaint against Support24x7 or if you are dissatisfied with our handling of a previous complaint. The OAIC website provides detailed information on how to lodge a privacy complaint.
10.2 PROCESS FOR HANDLING COMPLAINTS
Support24x7 will respond to your complaint promptly. The team is dedicated to resolving complaints quickly and fairly, ensuring that each issue is addressed appropriately.
11. CONTACT US
To contact Support24x7 regarding any privacy enquiry or complaint, or to request access to your personal data, please contact us at info@support24x7.com.au