Privacy Policy

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Our privacy policy

Our privacy policy has never changed – we won’t ever share your details with third parties for marketing purposes.  However, the following explains, in some detail, how each aspect of your data is stored, protected and used.

Summary
  • We are NetWeaver.com Ltd, and you can contact us at help@netweaver.uk
  • We process your data to provide our services to you, or for our legitimate interests
  • We only process your data for as long as we need to, and then we delete it
  • We do not sell or share your data with others unless they are providing a service to us (such as payment service providers), or unless you ask us to share your data
  • Our services include a number of places where you can send data to third parties. If you want to use these, you should check you are happy with the way they use your data
  • We do not market to you without your consent and, if you give us your consent, you can withdraw it at any time
  • We do not share your data outside the EEA
  • We take security seriously and host our services on our own servers in UK data centres
  • You’ve got lots of rights, including the right to complain to the Information Commissioner’s Office. If you need a hand in exercising your rights, feel free to contact us.
Who we are

NetWeaver.com Ltd (“we”, “us”, “our”) is a limited company registered in England & Wales (registration number 04168736) with a registered at Prinny Mill Business Centre, Blackburn Road, Haslingden, Rossendale, BB4 5HL.  This privacy policy covers how we will use, collect and process any data provided to us.
References to our “portal” refer to https://my.netweaver.uk

How we process your data

Throughout your interactions with us we will collect only the data that we require in order to provide you with the service that you are requesting. The key information that we process is shown below for your information:

IP Addresses
When you access any of our services we will store a record of your IP address along with details of your request in our logs. This information is stored and used by our system team to ensure the integrity of our services.
Retention: This information is stored in rotating logs, which are kept for a maximum of 6 months.

Authorisation & session data
Whenever you login to one of our services we will use at least two cookies that will identify your session to our services. This is necessary to provide our service to you.
For information on cookies set by our website, please refer to our cookie page.
Retention: This data is stored until such time as the associated user account is deleted.

Your name
When you sign up, we need to know your first & last name so that you can be identified. We will use your name to address you and it may be stored in various systems that you use (for example: our portal). This is necessary to provide our service to you.
Your name may be shared with other people that share access to an account you are part of. For example, if you have added an additional user to your account, your name will be shared with them.
Retention: Your name will be retained until your user account is deleted. In some cases, your name may be kept with your billing records where we have a legal obligation to store this information.

E-mail addresses
We will store your e-mail address for the purposes of managing your account with us. This will be used for transactional e-mails that relate directly to your account or services. This information is required in order to ensure you are informed about your account and can take appropriate actions in various situations.
We may also use your e-mail address to send you messages about our services which may include notifications about newly launched features, improvements to the service, upcoming maintenance as well as ways to help you make the most of your service. If you would rather not receive these messages, please let us know or click the unsubscribe link in these e-mails.
We will not send you any other marketing messages unless you subscribe to our newsletter which you can do through our website or when signing up. When you do this, you will be consenting with us to use your email address for this purpose. You may withdraw this consent at any time by unsubscribing from the messages or contacting us.
If you are using a service that allows multiple users to have access to the same account, your e-mail address may be shared with the other users on this account.
Retention: Your email address will be kept until such time as all accounts associated with it are deleted from our systems.

Outgoing e-mails
If we send you transactional e-mails, these will be passed through our portal as a matter of convenience and security. This is necessary to provide our service to you.
The information stored includes the contents of the message sent, the e-mail addresses of the recipients and any other headers.
Retention: The contents of messages are stored until such time as all accounts associated with it are deleted from our systems.

Incoming e-mails
If you send us e-mails, these may be passed through our mail servers and/or portal. This is necessary to provide our service to you.
Retention: Our mail servers will store the contents of messages for 30 days and the meta data for 60 days. If the message has been consumed by one of our applications or services, the data will be retained for as long as you decide (see “Data uploaded by you and stored in your accounts” section of this privacy policy).

Passwords
We never store your own passwords on our services in plain text. Passwords are hashed using an industry standard hashing algorithm. As a good security practice, we recommend the following with regards to choosing your password:

  • Use a unique password with our services that is not shared with any others.
  • Choose a long secure password containing either multiple random words, or a good combination of letters, numbers & symbols.
  • Exercise good password hygiene and change your password on a regular basis.

Phone numbers
We collect a phone number as part of our order process.  If you choose to provide a mobile phone number we may use this to send an authorisation code in the event you cannot remember your account password or access your email.  Your phone number will be provided to the domain registry when registering a domain name.
Retention: Your phone number will be kept until such time as you delete your account or manually remove your phone number from it.

Company name & your postal address
We require your postal address in order to provide you with an invoice for your services. This information is collected as a legal obligation and will be stored on our systems along with invoices for a minimum period of 7 years.
Your company name and postal address will be provided to the domain registry when registering a domain name.

Payment cards
We do not store full payment card details on our own servers. We work with external PCI-compliant payment processors (Stripe & GoCardless) who store these details.
We store the last 4 digits of your card and the card type on our systems so that you can identify which card will be used for future payments.
We also store the country that the card was registered in and the IP address country that the card was added from as a legal obligation to ensure that the correct VAT rate is charged for your payments.
Retention: We will instruct our payment processors to delete any stored card details when you cancel your account.

Note about Paypal: If you pay for our services using Paypal, we do not control the data that you provide to Paypal in order to make your payment. Paypal share minimal information with us regarding your payment. You should refer to their privacy notices for details on how they manage this information.

Any data added by you and stored in your accounts
When you use our services you might upload or generate personal information relating to your own customers and users. You will remain the data controller for all such data that is stored within our systems and are responsible for ensuring you have an appropriate lawful basis & notices in place to allow us to store this data on your behalf.
If you use a NetWeaver service which allows you to upload, store or process any personal data, you are responsible for ensuring that you are compliant with appropriate laws & regulations (for example the General Data Protection Regulation) for this data.
Retention: Data stored in the services you have with us will be kept until such time as you delete the data yourselves or you cancel your account. Upon cancellation of an account, we may keep the data for up to 7 days at which point it will be purged from our databases.

Analytics
We use our own installation of Fathom Analytics to collect anonymised statistics regarding the usage of our websites.  This data doesn’t allow us to identify you and is never shared with third parties.

Support by e-mail
If you contact us by e-mail or through one of our websites, you will be sharing your contact details (e-mail address and/or phone number) with us for the purposes of responding to your query. This is necessary to provide our service to you.
Retention: We retain all support requests (including name & contact details) that we receive for the purposes of auditing and training of staff.

Support by live chat
If you chat with us on our live chat service, you will be sharing your e-mail address with us for the purposes of sending you a transcript as well as identifying yourself to our support team. This is necessary to provide our service to you.
In addition to this information, our live chat system will place a cookie in your browser which will persist until you quit your browser. This is required to ensure that your live chat can continue between separate page requests to our website.
We also use records of live chats for staff training, to make sure we can offer you the best possible service.
Retention: We retain transcripts of all live chats (including name & contact details of the website visitor) for the purposes of auditing and training of staff.

E-mails directly to/from our employees
If you communicate with our employees directly by e-mail (i.e. not using our normal support channels), we may retain your name & e-mail address in the mailboxes of the employee(s) that you communicate with. This is necessary to provide our service to you.
Retention: Employee e-mails are kept indefinitely. Any e-mails that contain sensitive data that are delivered by accident will be removed immediately.

Call logs & recordings
If you choose to phone us, we will store a log of your call which may include your telephone number if it was sent to us. We also record calls for the purposes of auditing any requests that might be made by you to us over the phone.
Retention: We retain call recordings for 60 days from the date of the call. Call log records are kept for a minimum period of 1 year.

Backups
We store backups of data stored by us for use in disaster recovery. Backup data is encrypted and stored off site in a secure data centre. This is necessary to provide our service to you.
Retention: Backup data is stored for a period of 4 weeks.

Job applications
If you apply for a job with us, we will store the personal data that you submit for the purposes of considering your application.
Retention: Job application data will only be kept until the position has been filled unless you ask us to keep your information on record for considering for a future position.

Our servers
We operate our own servers which are located in the United Kingdom. The physical data centre has numerous physical security measures including biometric security, full CCTV coverage as well as 24/7 manned security.

Transfer of data on product or service acquisition
If one of our services is acquired by another company or entity, we may share your information with the acquiring company so that they may continue to provide you with the services that you have elected to receive. You will be notified by e-mail in the event that such an acquisition occurs.

Third party processors
In some cases, we may use third parties to provide storage or computing services. We maintain a list of third parties that process data on our behalf.

CategoryPersonal Data
Professional ServicesWe may share your details with professional service companies such as accountants or accounting software.
Payment service providersWe may share your details with a company who provide us with payment services for taking payments from credit/debit cards.
Communication servicesWe may share your details with companies who provide us with communication services such as a live chat or e-mail providers.

We will not share your data with third parties for the purposes of any marketing unless otherwise specified in this privacy notice.
Some of our services allow users to configure integrations with third party services. When using any of these integrations, you share your data with the organisations who operate these services. You should review their own privacy information with regard to how they will treat this information once it has been provided.

Correcting your personal data
It is important to us that the information we store is up to date and accurate. You may update your details at any time through our portal.

Removal of your personal data
In some cases, you may be able to request that we remove your personal data from our systems. As with correcting your data, you can often delete your data yourselves through our portal. In other cases, though, please feel free to contact us using the information below.

Your rights
You have a lot of rights, including the right to request access to and rectification or erasure of your personal data or restriction of processing of it. You also have the right to object to our processing of your data in some situations, as well as the right to data portability.

Notification of data breaches
Upon discovering any data breaches, we will notify any affected individuals as soon as its practical following our data breach notification policy. This policy dictates that in the event of a data breach concerning personal data, the affected parties will be notified by e-mail to the main e-mail address we store with your account.

Electronic storage of data
No method of electronic storage can be 100% secure, however, we have sophisticated and detailed security & development policies that govern our systems & applications to help ensure your data is as secure as it can be.

Use of our services by persons under the age of 16
We do not allow anyone under the age of 16 to signup, use or store any personal data with us on any of our services. If we discover or are notified about the presence of a user under this age, we will remove their data from our systems without notice.

Changes to our privacy policy
We may need to make changes to this privacy policy from time to time. All changes will be published to our websites and we recommend reviewing it to stay up to date. If we make any changes that we feel may affect your privacy rights, we will notify you by e-mail or by displaying the information within our portal.

Our lawful basis for data processing
Under the General Data Protection Regulation, unless we have otherwise specified above, we will be processing your data as a legitimate interest. These interests include staff training, ensuring the security of our systems and to allow us to operate our business in an efficient manner.
Where our processing is based on consent, you may withdraw consent at any time.
Where our processing is necessary for us to perform our contract with you, or to take steps to enter into a contract with you, we will not be able to enter into a contract with you or deliver our services to you if you do not give us the data in question.

Disclosure of information to law enforcement agencies
We may disclose your information if we are requested to by any law enforcement agency where we believe we are required to comply with the request under any applicable laws.

Data protection authority
You may have the right to lodge a complaint with your local data protection authority or the Information Commissioner’s Office (ICO) in the United Kingdom (our authority).
The ICO can be contacted at: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Other information can be found on their website at ico.gov.uk.

Contacting us
If you have any questions about our privacy policy or any other aspects of our services, you may contact us by e-mail on help@netweaver.uk.

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