How we collect information
We provide services using web-based tools and software as well as through telephone support of our users. These tools may include software that enables us to virtually access and control a user’s computer or server with their permission. We require certain information and permissions from you to provide the Services. Some information we collect may be provided by the user directly such as when requested by a form or on the phone by a service staff member. Other information might be collected or accessed by or through our service staff to provide the services.
Type of information we collect
In order to use the Services, the user must first typically register or provide certain identifying information. This information typically include First and Last name, E-mail address, and phone number. We use this information to contact you regarding the product and/or services you have requested. This includes re-registration/renewal notifications, special offers, and surveys on improving our Services.
If you register for the Services, we collect credit card or checking account information to charge you accordingly. This information is passed through third party payment processing, payment gateways transactions to process and verify information our behalf. Upon completion of payment, we no longer retain your credit card or checking account information.
We may also ask for information related to your business to provide the service. As examples, this information may include:
nature of business activity,
type of hardware, software, and peripherals you use,
identification or serial number of your software products,
Tax Identification Numbers,
Accounting Reports & Data,
Generally, this information is required to provide personalized support to you, and to help us update our support tools and enhance our supported products lists.
We use numerous virtual software tools which enable you to grant control of your hardware to our service professional over the Internet or at your premises. This allows our network professionals to serve you during the warranty period. We do not install any software without your consent and we request that you remain present when our service staff are doing so. We maintain specific internal policy and operating controls to limit services that can be delivered virtually. Due to Federal and State regulations, we deliberately exclude proving few services virtually. We will let you know in advance if the service requested by you is part of this excluded list.
Live Help Session Records
We monitor and record on-line and off-line sessions between users and our service staff for quality control and service-related purposes. Some uses of this type of information include improving the Service, customizing service plans, etc.
We use a variety of security technologies, as well as administrative, managerial, and physical safeguards, to help protect personal information and other data we receive from unauthorized access, use, or disclosure. Sensitive data between us and the visitor happen over a secured communication channel (SSL) that helps with protection and encryption of that data. We do not store any sensitive payment information on site, all payment information is secured on the merchant provider’s secured servers.
Our Services are not intended for use by anyone under the age of 18. Consistent with the Children’s Online Privacy Protection Act, we do not collect or maintain information at our website from or sell products to those we actually know are under the age of 18.
Notification of Changes