This Privacy Statement is effective as of May 2018.
At Supportlane we recognise 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 personal information we collect, use and share about consumers and other individuals within our clients, business partners, supplier and other organisations 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 cards 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 providing you with services that you have subscribed for.
1) Verifying your identity when you contact us for services.
2) For dispute resolutions and response to ticket 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.
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:
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.
How you can access your personal information:
You also have the full right to access your 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 email@example.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 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.
Zendesk chat app:
This website uses Zendesk chat, a web chat 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.
Renewals and updates:
By enrolling to our one to one remote support and services( Apple technical 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 update, 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
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).