Privacy policy

1. Who we are

CybrSupport Ltd ("CybrSupport", "we", "us") is a company registered in England and Wales, company number 15870943. We provide IT support and managed services to homes and businesses in the UK and France. We are the data controller for the personal data described in this policy. Contact us about anything in it at info@cybrsupport.com.

This policy covers this website (cybrsupport.com) and our services. Our French website, cybrsupport.net, carries a French-language version of this policy.

2. What we collect

We keep this to what we need to run the service:

• Contact details: name, email address, phone number, and business name and address where relevant.
• Service data: information about the devices, accounts and systems we support for you, such as device names, serial numbers, software versions and system health data collected by our monitoring tools.
• Billing data: plan, billing history and Direct Debit mandate status. We never see or store your bank details; those are held by GoCardless, our payment provider.
• Correspondence: emails, messages and notes from calls, kept so we have the history of your support.

We do not collect special category data and our services are not directed at children.

3. How we use it and our legal grounds

• To deliver the service you've asked for (performance of a contract): fixing problems, monitoring devices, managing accounts, billing.
• To run and protect our business (legitimate interests): keeping records, securing our systems, improving how we work.
• To meet legal obligations: tax and accounting records.
• To send you occasional service tips or news (consent, or legitimate interests for existing clients): you can opt out at any time by replying or emailing us.

4. Who we share it with

We never sell your data. We share it only with suppliers who help us deliver the service, under contracts that protect it:

• GoCardless for Direct Debit payments.
• Xero for invoicing and accounting.
• Our monitoring and remote support tools, which process device data for the machines we manage.
• Microsoft and Google, where we administer your Microsoft 365 or Google Workspace accounts on your behalf.
• Our website host, which processes standard server logs.

We may also disclose data where the law requires it, or as part of a sale or restructure of the business, in which case the new owner may use it only for the purposes it was originally supplied.

5. International transfers

We are UK-based and serve clients in the UK and the EU. Some of our suppliers process data outside the UK and EEA (for example in the United States). Where they do, transfers rely on recognised safeguards such as the UK International Data Transfer Agreement, EU Standard Contractual Clauses, or an adequacy decision.

6. How long we keep it

We keep client data for the length of our relationship, then delete or anonymise it, except records we must keep longer by law (accounting records are kept for six years after the relevant tax year).

7. Your rights

You have the right to access the data we hold about you, correct it, have it deleted, restrict or object to how we use it, receive a copy in a portable format, and withdraw consent where consent is the basis. Email info@cybrsupport.com and we'll respond within one month.

If you're unhappy with how we've handled your data, you can complain to the Information Commissioner's Office at ico.org.uk. Clients in France can also contact the CNIL at cnil.fr.

8. Cookies

This website does not set cookies and does not use tracking or advertising technologies. Our pages load the Poppins typeface from Google Fonts, which means your browser sends your IP address to Google to fetch the font files; Google's privacy policy applies to that request. If we add analytics in future, we will update this policy and ask for consent where the law requires it.

9. Changes

We'll post any changes to this policy on this page with a new date at the top. Significant changes affecting existing clients will be flagged to you directly.