This page was last updated on 07 June 2018.

Summary

• We keep to a minimum the information we hold about you
• We use your data to provide our services to you, meet our legal obligations and protect our legal position, and improve and secure our network and services
• We delete your data when it is no longer needed for these things
• Generally, we do not give your information to third parties, but there are some exceptions, such as where this is necessary to provide the service to you
• You have lots of privacy rights
• We are happy to answer your questions about any of this

Who we are

We are Unchained ISP Limited. You can contact us by emailing .

What this notice relates to

This privacy notice relates to our processing of your personal data, in the course of providing services to you.

Where we sell you a service which lets you store or process data — for example, a virtual or dedicated server, or a web hosting service, or a broadband line over which you transmit or receive personal data — you are responsible for ensuring that your configuration of the services, your use of our services, and any services that you provide (whether to yourself or others), comply with your obligations under data protection law and any other applicable laws. This privacy notice does not relate to what you do with those services.

What data we hold

If you are a customer, we will hold the following information about you:

• Your name, identity and contact information
• Information about the services you buy from us, login and security information, and configuration data
• Records of communications with you, including contact with our sales and support team
• Billing and payment information

If you are a prospective customer, and have made an enquiry, we will hold:

• Your name, identity and contact information, depending on what you have given to us
• Records of communications with you, including contact with our sales and support team

If you visit our website, we will hold a record of your IP address and information sent by your browser.

Using your information

References to the basis of processing (e.g. "(Basis: Art. 6(f).)") are a reference to the article of the General Data Protection Regulation under which we undertake the processing in question.

Providing you with the services you buy from us

We use the information we hold about you to provide our services to you, such as arranging for your broadband line to be installed, and notifying you of changes.

We also use your information to bill you, and keep track of payments that you make.

(Basis: Art. 6(b): this is necessary to deliver the service to you.)

Answering your questions and responding to your comments

If you get in touch with us, whether directly or via our social media accounts, we will use your information to answer your questions and respond to your comments.

(Basis: Art. 6(b): this is necessary to deliver the service to you. If you are not a customer, Basis: Art. 6(f): we do this for the legitimate interest of providing the best possible service to you)

Accountancy and tax purposes

We retain information about you, and your payment history, for accountancy and taxation purposes.

(Basis: Art. 6(c): we have to do this to comply with legal and regulatory obligations.)

Staff training and quality assurance

We use recordings of communications you have with our staff, including call recordings, for staff training and quality assurance purposes.

(Basis: Art. 6(f): we do this for the legitimate interest of providing the best possible service to you.)

Securing our services

We use the information we hold about you to verify you when you contact us, and to defend our networks and services from attacks.

(Basis: Art. 6(c): we have to do this to comply with legal and regulatory obligations.)

Marketing

If you agree to receive them, we may send you offers or information which we think you may be interested in. We may contact you by post or email.

If at any time you decide you no longer want to be contacted by us or to receive offers and information from Unchained ISP, please send an email to support@unchainedisp.net with the subject "PRIVACY" and we will remove you from our lists.

(Basis: Art. 6(a): with your consent.)

Evidencing contracts and protecting our legal risks

We use information we hold, including any call recordings, to help demonstrate the existence or content of contracts, prevent and detect fraud, and for establishing and defending our legal rights.

(Basis: Art. 6(f): we do this for the legitimate interest of protecting ourselves and you.)

Engaging with courts or alternative dispute resolution services

If we need to do so as part of a court or ADR process, we will process your personal information to either bring a claim, or defend a claim or dispute.

(Basis: Art. 6(f): we do this for the legitimate interest of protecting ourselves.)

Responding to binding requests from courts, law enforcement and other agencies, or regulators

If we are served with a binding order (for example, a court order, a notice or warrant under the investigatory powers framework, or a notice from the Information Commissioner’s Office) which relates to you, we will be required to process your personal data to be able to comply with it.

(Basis: Art. 6(c): we have to do this to comply with legal and regulatory obligations.)

Technical data

We may use the logs from our servers to assist with our security, as well as to determine visitor behaviour and help us plan our business strategy (e.g. such as working out which pages on the site are most popular, or whether particular events have caused an increase in traffic).

We also use Google Analytics to help with this. This information is only processed in a way that does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website.

(Basis: Art. 6(c): we have legal and regulatory obligations to protect our clients and their information. Art. 6(f): strategy planning is a legitimate, indeed sensible, thing for a business to do.)

Your data and the EEA

We do not transfer or process data outside the European Economic Area unless the processing requires it (for example, where you are corresponding with us from outside the EEA and we reply to you).

What if you don’t give us your data?

We cannot force you to provide us with data, and it is your choice whether you give us everything we need to provide our services to you or not. If you choose not to provide us with the data we need, we may not be able to provide you with the service. For example, we cannot install broadband for you if you do not tell us where you want it installed.

Your rights

You have lots of rights in respect of our processing of your personal data, and you can exercise most of them yourself:

• the right to information about our processing of your data, as set out in this notice
• the right of access to personal data we hold about you, and the right to data portability
• the right to have inaccurate data corrected
• the right to erasure of your data, the right to restrict processing, and the right to object to processing, in some situations
• the right to complain to a supervisory authority, although we will obviously try to put right anything we have got wrong long before you need to do that

You can exercise these rights by contacting us at .

Keeping hold of your data

If you are a customer, we will keep hold of your data for as long as you are our customer, and then for six years.

If you are a prospective customer, we will keep your data for as long as you are asking us questions, and then for a year after.

We keep our server logs for approximately a year.

Third parties

As a general principle, we will not transfer your personal data to third parties without your permission.

There are three exceptions to this:

• If you do not pay your bills, we may choose to engage a third party to recover any money you owe us.
• It is possible, though unlikely, that we might be forced to disclose your information in response to a court order or other binding mandate. Similarly, if we end up in litigation or ADR with you, we will need to disclose information to the court or the ADR provider.
• If you request a service from us which requires us to share your data with a third party, such as a domain name registration (e.g. we have to give owner information to Nominet if you register a domain for which they are responsible), broadband installation and service provision (where we have to give our upstream provider, ICUK, information so they can connect your service, and meet obligations around emergency service provision), or a postal service or courier if we post equipment or letters to you.

We have a small number of companies providing services to us, such as accountants and lawyers. We do not share personal information with them unless we need to do so to use the service in question.