This Privacy Statement is effective as of May 2018.
At Supportlane we recognize the importance of protecting your personal information and are committed to processing it responsibly and in compliance with applicable data protection laws in all countries in which Supportlane operates.
This Privacy Statement describes Supportlane’s general privacy practices that apply to the personal information we collect, use and share about consumers and other individuals within our clients, business partners, suppliers, and other organizations with which Supportlane has or contemplates a business relationship.
This Privacy Statement is supplemented by the Supportlane Online Privacy Statement, which provides more information in the online context, including recruitment. We may provide additional or more specific information on the collection or use of personal information on websites or related to a specific product or service.
Any information(such as name, email address, phone number, or other financial information), is kept confidential. Supportlane does not share or sell any of your personal information unless required by the permitted LAW.
What information we collect from you:
We only collect the following information from you.
Name, Address, Phone number, email address, financial pieces of information like credit/debit card detail only if you sign up for our support and services.
We record all of our calls:
We record all of our calls for quality improvements and training purposes, and these calls are stored on Avoxi servers( please visit avoxi.com for more information about their privacy and the terms policy), and this data as per the agreement with avoxi.com is only for 90 days, you can request for any changes you want within these 15 days, which includes complete removal.
How SupportLane uses personal information:
We will use your personal information: to fulfill a contract, or take steps linked to a contract: in particular to provide you with services that you have subscribed to.
1) Verifying your identity when you contact us for services.
2) For dispute resolutions and response to tickets raised on our website.
3) Managing our relationship with you, e.g. by responding to your comments or queries submitted to us on the
Sites or asking for your feedback or whether you want to participate in a survey.
Subscription or Paid Service Information:
When you chose any subscription or paid service, we or our payment gateway provider may collect your purchase.
We collect the following information:
i) Full Name
ii) Postal address or billing information
iii) Phone Number
iv) Credit card number and expiry date.
Children privacy policy:
1) Our Sites are not minors or children, and therefore we suggest that you do not use our Sites or give us your personal information (if you are a young tech wiz, please direct your nearest responsible adult to use the Sites for you!). If you are from 13 to 18 years, you can browse the Sites but you’ll need the supervision of a parent or guardian to become a registered user. It’s the responsibility of parents or guardians to monitor their children’s use of our Sites.
2) SupportLane takes children’s privacy seriously. We do not knowingly collect personal information from children through our websites. If you are a child as understood bylaws of your country, please do not submit any Personal Information without the consent and participation of a parent or guardian.
How long we keep your personal information:
We retain your personal information for as long as it is necessary to provide the services to you and others and to comply with our legal obligations. If you no longer want us to use your personal information or to provide you with the services, you can request that we erase your personal information and terminate your services. Please note that if you request the erasure of your personal information we will retain information from deleted accounts as necessary for our legitimate business interests, to comply with the law, prevent fraud, resolve disputes, troubleshoot problems, assist with investigations, enforce the terms of service and take other actions permitted by law. The information we retain will be handled in accordance with this Privacy Policy.
Storage of Personal Data:
We may have to transfer data outside of the European Economic Area. If data is transferred outside the European Economic Area, it will be for storing and processing. A processing staff operating outside this area may belong to our website or a supplier, in which they can process or store your information. An example: to process and complete your sale or offer support services we may have to go outside the European Economic Area for the transfer. When you click submit your payment details, personal information, or other electronic communication, you agree to the transmission for storage and processing.
We take all necessary steps for security known to agree within this Privacy Policy, Information submitted by you is not stored on this website or server. Your personal information with us(Name, phone numbers & email address) is stored on a secure drive that is fully encrypted and protected from the latest security software to safeguard them further. Which is later in an office fully monitored with security surveillance. We take extreme efforts to keep them secure.
How you can access your personal information:
You also have the full right to access the personal information we hold about you and to request modifications or deletions. You can also choose to terminate your services with us for any of our services at any time.
To make an access, correction request, or terminations, please contact us using our contact us page at the top of this page, or send us your query to support@supportlane.com which is free of any cost.
What is a Cookie?
A cookie is a small text file that is used to distinguish you from another user and it resides on the user’s computer. They are designed to hold a small amount of data specific to a particular client and website and can be accessed either by the web server or the client computer.
Why do we use cookies?
We use cookies on our website. However, we do not collect or store personal data via the cookies used. When someone visits our website we collect standard internet log information. We do this to find out things such as the number of visitors to the various parts of the website. We collect this information in a way that does not identify anyone. You can adjust the settings on your computer to prevent cookies from being stored on your computer without your explicit consent. This can easily be done by disabling the cookies in the browser on your computer.
Zendesk chat app:
This website uses Zendesk chat, a webchat service provided by Zendesk, Inc. (“Zendesk”). Zendesk uses “cookies”, which are text files placed on your computer, to help the website analyze how users use the site. The information generated by the cookie about your use of the website (including your IP address) will be transmitted to and stored by Zendesk on servers in the United States. Zendesk will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators, and providing other services relating to website activity and internet usage. Zendesk may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Zendesk’s behalf. Zendesk will not associate your IP address with any other data held by Zendesk.
You may refuse the use of cookies by selecting the appropriate settings on your browser, however, please note that if you do this you may not be able to use the full functionality of this website. By using this website, you consent to the processing of data about you by Zendesk in the manner and for the purposes set out above. Check on Zendesk’s privacy policy.
Renewals and updates:
By enrolling in our one to one remote support and services( Apple support and services provided by SupportLane ), you agree that we may contact you via email, chat, or phone, on the contact details you provided at the time of service enrollment, and to keep you posted about any service update or policy change. We may also notify you about the renewal of your one-to-one support and services with us. So if you don’t wish to be contacted about any service updates, renewals, or changes please let us know at the time of enrolment and we ensure that you are not contacted for anything.
Third-Party Links on SupportLane website
You may find some third-party links on our website. These websites have their Privacy Policy, which you agree to when you click and link to the site. You should read their third-party privacy policy. We do not accept claims of liability or responsibility in any way for these links and their policies, as we have no way to control the third-party websites.
Financial Details:
We do not store any credit card or financial details on our website or the server it is hosted on; Once you make the payments over the phone or online they are handled directly with our online merchants(eg, Payeezy and Paypal (www.paypal.com).
Privacy Policy Updates:
We will post any further changes to our privacy policy on this page.