Privacy Policy – Prospective Customers

Privacy Policy: Prospective Customers

Summary

  • We keep to a minimum the information we hold about you
  • We use your data to provide our services to you, meet our legal obligations, and improve our website
  • We delete your data when it is no longer needed for these things
  • Generally, we do not give your information to third parties, but there are some exceptions
  • You have lots of privacy rights
  • We take security seriously
  • We record calls
  • We are happy to answer your questions about any of this

What data we hold

If you contact us, we will hold the following information about you:

  • Your name, identity and contact information
  • Information about your business activities
  • Information and documents about your enquiries, including communications with 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.

Giving you commercial advice about Internet or Telephony and other related services

If you get in touch looking for commercial advice, we will do some research to understand more about you and what you do. Usually, this means reading up on your products or services, how you position yourself in the market, what you display on your public facing websites and social media presence, and so on. This helps us work out how best we can help you, and if we’re really the right people for the job.

(Basis: Art. 6(b): this is necessary to deliver the service to you.)

ID checks

The law requires that, in some situations, we must know who you are before we can give you advice. Chicane Internet’s approach to this is to check the identity of all customers.

The level of checking we need to undertake depends on the potential risk, and there are certain factors which are considered to be high risk. One example is if you are an individual and are not able to meet us face-to-face. (Yes, this is a rather archaic rule given video conferencing, but it is a rule.)

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 provide you with our services.

Any personal data received from you for this purpose will be processed only for the purposes of preventing fraud, money laundering or terrorist financing, unless we have your explicit consent to process it for another purpose.

We retain identity verification information for as long as you are our customer and then three years, or else three years from the point you decide you do not want to become a customer.

(Basis: Art. 6(c): we have to do this processing to comply with legal and regulatory obligations.)

Call recording

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 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.

Retention periods

Data about customers: duration of your relationship with us, then seven years
Customer ID verification: duration of your relationship with us, then three years
Data about specific services: duration of the service, then three years
Server logs: up to one year