How we handle your personal information

What we collect

• Contact details. Names, job titles, email addresses, phone numbers and mailing addresses of our clients and their staff.
• Support requests. What you tell us by email, by phone, through our client portal or in person, and our notes on the work we do for each request.
• Information about your devices and systems. When your organization uses our managed services, our monitoring, security and backup tools collect technical information such as device names, hardware and software details, performance, security alerts and logs. Backups hold copies of your organization's files and email.
• Remote support. When we connect to a device to help you, we can see what is on its screen.
• Phone calls. Calls may be monitored and recorded for training and quality assurance.
• Account and billing details. Agreements, invoices, payments, and the licences and products you buy through us.
• Feedback. When you rate our service, we record your rating, any comment you leave and the request it is about.
• Passwords and other secrets. Some of our work needs them. We keep them in an encrypted password manager. Please don't send passwords by email: ask us for a secure way to send them.

How we use it

• To provide, support and bill for our services and products.
• To monitor and protect the systems we manage, to detect and respond to threats, and to back up and restore data.
• To keep you informed about your requests, service changes, renewals and security issues.
• To order licences, hardware and services for you from vendors and distributors.
• To train our staff and improve our service, including from your feedback.
• To meet our legal, tax and accounting obligations.

We do not sell personal information. We send marketing email only with your consent, and every one has a way to unsubscribe.

Who we share it with

We share personal information only as far as needed for the purposes above:

• Service providers that run the systems we use to deliver our services, such as our ticketing, documentation, remote monitoring, backup, security, email, hosting and accounting systems. They may use it only to provide their services to us. Our Privacy Officer can give you a list of the main ones.
• Distributors, manufacturers and software publishers, when we order licences, hardware or services for you. For example, Microsoft licences need your organization's name, contact and account details.
• Your organization. If you work for one of our clients, its authorized contacts can see the requests and work we do for its staff.
• Others when the law requires it, or when needed to protect the rights, safety or security of you, us or others.
• A buyer or successor, if all or part of our business is sold or merged, under a duty to keep it confidential.

Artificial intelligence

Some of our tools use artificial intelligence to help us sort, summarize and respond to support requests. Where we can, this runs on equipment we own and manage. When we use an outside AI service, we limit the personal information sent to it. A person on our team stays responsible for the work we do for you.

Where it is stored

Some of our service providers store or process information outside Canada, mainly in the United States. While it is there, it may be accessible to the courts, law enforcement and national security authorities of that country.

How long we keep it

We keep personal information as long as we need it for the purposes above and to meet our legal obligations. Tax and accounting records are kept for at least six years, as Canadian tax law requires. The history of our work on your systems is kept so we can support them. Backups are kept as long as your organization's backup settings say. When we no longer need information, we delete it or make it anonymous.

How we protect it

Only staff who need personal information can reach it. We use multi-factor sign-in, encryption, an encrypted password manager and security monitoring on our own systems, and our staff are bound to keep client information confidential. No system is perfectly secure: if a breach creates a real risk of significant harm, we will tell the people affected and the Privacy Commissioner of Canada, as the law requires.

Data we look after for your organization

When we manage your organization's systems, the files, email and other data on them belong to your organization. We access them only to provide our services or as your organization instructs us, and your organization decides what is kept and for how long.

Your choices and rights

You can ask to see the personal information we hold about you, ask us to correct it, or withdraw your consent to how we use it. Withdrawing consent may limit what we can do for you, and we will explain how. Write to our Privacy Officer (below); we answer within 30 days.

If you are not satisfied with our answer, you can complain to the Office of the Privacy Commissioner of Canada, 1-800-282-1376.

Our websites

Our websites may use cookies and similar tools to work properly and to understand how they are used. You can block or delete cookies in your browser. This page uses no cookies and loads nothing from anyone else.

Changes to this policy

We update this policy when our practices change. The date at the top shows the latest version.

Contact our Privacy Officer