When you sign up for our services and during the provision of those services, we collect the following categories of data:
[a] Identification data: surname, forename, postal and email address, telephone number, customer number etc.
[b] User data: services purchased, products used, charges, communications, etc.
[c] Customer relationship data: requests for support, correspondence with customers, etc.
[d] Billing and/or payment data: bank account details, methods of payment, bills, etc.
We use your data to perform and manage your contract. This includes managing your Customer account and our contractual relationship, installing, maintaining, providing and managing the service purchased or the product ordered, providing support services and processing your requests, billing the service or product, handling complaints and disputes and debt recovery procedures, which may involve third parties. These data are retained for the time needed to manage the contract and/or for the time imposed by law. Without these data, we would not be able to provide the services you have purchased.
We may also use your data in our legitimate interests. For example, we may use your data to assess and improve our services and develop new services, and to implement loyalty, direct marketing, customer satisfaction and promotional campaigns. Unless you opt out, you may receive offers from us or our commercial partners, by post or telephone, and emails promoting services similar to those we offer. With your express consent, we may email you commercial information on other different types of services. Your data may also be used to protect the security of the network and prevent fraud or as part of a merger, asset sale or transfer of all or part of our business, by transferring your Customer personal data to the one or more third parties involved for the purposes of the transaction. These data will be retained for the time needed to achieve those purposes and for no more than three years after the end of the contractual relationship, as regards direct marketing purposes.
We may also use your data to fulfil our statutory obligations (including under anti-fraud and money-laundering laws and the legislation on late payments and payment defaults by customers) and/or to reply to requests submitted by public and governmental bodies.
You may access your data, rectify it, request its erasure, object to processing on legitimate grounds relating to your particular situation and exercise your right to data portability, at any time by emailing your request along with proof of your identity to our Support firstname.lastname@example.org However, we are not under any obligation to erase the data we need for the purpose for which it was collected, required to ensure compliance with a statutory obligation and/or to confirm, exercise or defend rights before a court of law. You may also give instructions to our Personal Data Protection Officer on the use of your personal data after your death.
We take all steps required to protect the personal data we process. Your data is processed electronically and/or manually and, in both cases, we ensure an appropriate level of security, protection and confidentiality based on the sensitivity of your data, using administrative, technical and physical measures preventing any loss or theft or any unauthorised use, disclosure or alteration of your data.
Your personal data is processed by us, companies belonging to the SVH Group and our subcontractors, data processors and partners, to manage the contract and provide the services you have requested or authorised. Your data may also be transferred to third parties, providing services or support and advice to us. On request, it may also be transferred to the persons and authorities granted access to personal data under applicable laws or regulations or provisions adopted by legally competent authorities. Our subcontractors, data processors and partners may be located outside the European Union. If they are located in a country that has not been recognised as providing an adequate level of protection, they must comply with our security and confidentiality requirements for your personal data and are only authorised to process your data for the purposes we determine. These subcontractors, data processors and partners must first sign the standard contractual clauses published by the European Commission.
This website is not directed towards children and we do not seek to collect any personal information from children. If we become aware that personal information from a child under the age of 13 has been collected, we will use all reasonable efforts to delete such information from our database.