What data we hold
As our customer, we will hold the following information about you:
We also generate log files from various servers: this will include an IP address assigned to you or, more likely, to someone who provides you with Internet access.
Using your information
References to the basis of processing (e.g. “(Basis: Art. 6(f).)”) are a reference to the article of the General Data Protection Regulation under which we undertake the processing in question.
Providing Internet services and Telephony services
We use the information we hold about you and your business — both personal and otherwise — to give you the best Internet Speeds and telephone quality of service we can.
We also use your information to bill you, and keep track of payments that you make, (Basis: Art. 6(b): this is necessary to deliver the service to you.)
If you are an individual or in a partnership or similar business, we will have done an ID check on you before you become a customer. If you do not instruct us for a while, we may need to do another ID check. We will do what we can to make this as painless as possible. If you would prefer not to provide this information, we will not be able to act for you.
We retain identity verification information for as long as you or your business is our customer, and then five years.
(Basis: Art. 6(c): we have to do this processing to comply with legal and regulatory obligations; for example, to be sure that you are authorised to commit your company to use our services.)
We may use the logs from our servers to assist in our firm’s security, as well as to determine visitor behaviour and help us plan our strategy (e.g. such as working out which pages on the site are most popular, or whether particular events have caused an increase in traffic).
(Basis: Art. 6(c): we have legal and regulatory obligations to protect our customers and their information. Art. 6(f): strategy planning is a legitimate, indeed sensible, thing for a business to do.)
Your data and the EEA
We process data outside the European Economic Area on the basis that our Cloud Services provider provides certain essential services to us on servers outside the EEA. If you do not consent to this, It is not possible for us to provide you with service. Also, where the nature of the processing requires it (for example, where we are emailing a party relating to technical support of your service who is based outside the EEA, or because you have chosen to use an email or other communications service which routes data outside the EEA).
Occasionally, to provide a high quality of service, we may work on technical support of your service with us when we are outside the EEA (for example, when on business or even if we are on holiday) — if this might be a problem for you, please let us know, and we can discuss.
You have lots of rights in respect of our processing of your personal data. The relevant rights are:
If you want to exercise any of these rights, please just contact us.
You also have the right to lodge a complaint about our processing with a supervisory authority — you probably want the UK’s Information Commissioner’s Office.
As a general principle, we will not transfer your personal data to third parties without your permission.
There are three exceptions to this:
We also have a small number of companies providing services to us. We use wholesale telephony services, which would get to see your phone number if people call you, and wholesale broadband suppliers which could see your email address (but not the content of what you send us, if you encrypt it). We also use an external accountancy service but, unless you are a sole trader or a partnership, they are unlikely to see any personal data relating to you.
Standard phone calls are not encrypted.
All our customer-facing platforms are accessible via our Customer website, and you can access this site at https://chicane-internet.co.uk/customer-portal
If you have particular security requirements, please call us to discuss how we can support you.
We may record calls, both inbound and outbound, as we find that it can be useful to listen again to conversations, particularly the more technical ones, to help understand what we have been told. Sometimes, we need to listen to things two or three times and, by being able to do this automatically, we save you having to repeat yourself. That way, we can hopefully ask more relevant and useful questions.
Calls are recorded and stored on our secure cloud platform. If we need to listen again to a call, we download the file to a computer and listen to it there.
We delete the recordings from our computers as soon as we have decided that we will no longer need to listen to them again. In most cases, this is immediately after the call takes place. Recordings are removed from the server automatically each day,unless you have asked for commercial or legal reasons for us to retain them.
If we are required by Law to retain data for a longer period then we shall of course abide by Law