Website Privacy Policy

This privacy policy is for the website; www.supportrobotics.com and governs the privacy of its users. It explains how we comply with applicable legislation including the GDPR (General Data Protection Regulation), the DPA (Data Protection Act) and the PECR (Privacy and Electronic Communications Regulations).

This policy will explain how the website may affect your privacy and personal details; how we process, collect, manage and store those details and how your rights are protected. Additionally, it will explain the use of cookies and the download or streaming of any documents or media made available to you on this website.

Please read this policy carefully together with our Terms and Conditions and any other policies we may publish so you are fully aware of how and why we use your data. This policy supplements these other terms and policies and is not intended to override them.

Controller

Support Robotics Ltd is the controller and responsible for your personal data (referred to as "we", "us" or "our" in this policy).

We have appointed a data protection officer who is responsible for overseeing questions in relation to this privacy policy. If you have any questions about this privacy policy, including any requests to exercise [your legal rights], please contact the data protection officer using the details below.

Contact details

If you have any questions about this privacy policy or our privacy practices, please contact our data protection officer:

Full name of legal entity: Support Robotics Ltd

Email address: contact@supportrobotics.com

Postal address: St. John's Innovation Centre, Cowley Rd, Cambridge, CB4 0WS, UK

Telephone number: 01223 967766

You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

The data we collect about you

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

  • Identity Data includes first name, maiden name, last name and username or similar identifier.
  • Contact Data includes billing address, delivery address, email address and telephone numbers.
  • Financial Data includes bank account and payment card details.
  • Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.
  • Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access this website.
  • Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.
  • Usage Data includes information about how you use our website, products and services.
  • Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.

We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.

Users contacting us through this website do so at their own discretion and provide any personal details at their own risk.

How is your personal data collected?

We use different methods to collect data from and about you including through:

  • Direct interactions. You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
    • Enquire about or purchase our services;
    • download our mobile applications or other digital content;
    • create an account with us;
    • subscribe to our service or publications;
    • request marketing to be sent to you;
    • enter a competition, promotion or survey; or
    • give us feedback or contact us.
  • Automated technologies or interactions. As you interact with our website, we will automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. Please see the section on Cookies for further details.
  • Third party sources. We will receive personal data about you from various third parties as set out below:
  • Technical Data from the following parties:
  1. analytics providers such as Google based outside the EU;
  2. search information providers such as Google based outside the EU.
  • Contact, Financial and Transaction Data from providers of technical, payment and delivery services based both inside and outside the EU.
  • Identity and Contact Data from publicly available sources such as Companies House and the Electoral Register based inside the EU.

How we use your personal data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:
  • Where we need to perform the contract we are about to enter into or have entered into with you.
  • Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
  • Where we need to comply with a legal obligation.

Generally, we do not rely on consent as a legal basis for processing your personal data although we will get your consent before sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us.

    Purposes for which we will use your personal data

    We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.

    Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal basis we are relying on to process your personal data where more than one ground has been set out in the table below.

     

    Purpose/Activity

    Type of data
    Lawful basis for processing including basis of legitimate interest
    To register you as a new customer
     
    (a) Identity
    (b) Contact
    Performance of a contract with you
    To process and deliver your order including:
    (a) Manage payments, fees and charges
    (b) Collect and recover money owed to us
    (a) Identity
    (b) Contact
    (c) Financial
    (d) Transaction
    (e) Marketing and Communications
    (a) Performance of a contract with you
    (b) Necessary for our legitimate interests (to recover debts due to us)
    To manage our relationship with you which will include:
    (a) Notifying you about changes to our terms or privacy policy
    (b) Asking you to leave a review or take a survey
    (a) Identity
    (b) Contact
    (c) Profile
    (d) Marketing and Communications
    (a) Performance of a contract with you
    (b) Necessary to comply with a legal obligation
    (c) Necessary for our legitimate interests (to keep our records updated and to study how customers use our products/services)
    To enable you to partake in a prize draw, competition or complete a survey
    (a) Identity
    (b) Contact
    (c) Profile
    (d) Usage
    (e) Marketing and Communications
    (a) Performance of a contract with you
    (b) Necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business)
    To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)
    (a) Identity
    (b) Contact
    (c) Technical
    (a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise)
    (b) Necessary to comply with a legal obligation
    To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you
    (a) Identity
    (b) Contact
    (c) Profile
    (d) Usage
    (e) Marketing and Communications
    (f) Technical
    Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy)
    To use data analytics to improve our website, products/services, marketing, customer relationships and experiences
    (a) Technical
    (b) Usage
    Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)
    To make suggestions and recommendations to you about goods or services that may be of interest to you
    (a) Identity
    (b) Contact
    (c) Technical
    (d) Usage
    (e) Profile
    (f) Marketing and Communications
    Necessary for our legitimate interests (to develop our products/services and grow our business)

      Marketing

      We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.

      We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing).

      You will receive marketing communications from us if you have requested information from us or purchased services from us and you have not opted out of receiving that marketing.

      We will get your express opt-in consent before we share your personal data with any third party for marketing purposes.

      Opting out

      You can ask us or third parties to stop sending you marketing messages at any time by contacting us at any time.

      Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a service purchase, service experience or other transactions.

      It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

      Disclosures of your personal data

      We may share your personal data with the parties set out below for the purposes set out in the table [Purposes for which we will use your personal data] above.

      • Service providers, professional advisers or any governmental authority.
      • Third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy policy.

      We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

      We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.

      We do not transfer your personal data outside the European Economic Area.

      Security

      We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

      We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

      Any downloadable documents, files or media made available on this website are provided to users at their own risk. While all precautions have been undertaken to ensure only genuine downloads are available, users are advised to verify their authenticity using third party anti-virus software or similar applications.

      Data retention

      We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

      To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.

      External Website Links

      Although we only aim to include quality, safe and relevant external links, users are advised to adopt a policy of caution before clicking any external web links contained in this website. External links are any clickable text / banner / image links that point to a domain other than supportrobotics.com

      We cannot guarantee or verify the contents of any externally linked website despite our best efforts. Users should therefore note they click on external links at their own risk and we cannot be held liable for any damages or implications caused by visiting any external links mentioned.

      Social Media Policy

      We adopt a social media policy to ensure our business and our staff conduct themselves accordingly online. While we may have official profiles on social media platforms users are advised to verify authenticity of such profiles before engaging with or sharing information with such profiles.

      We will never ask for user passwords or personal details on social media platforms. Users are advised to conduct themselves appropriately when engaging with us on social media.

      There may be instances where our website features social sharing buttons, which help share content directly from our web pages to the respective social media platforms. You use these social sharing buttons at your own discretion and accept that doing so may publish content to your social media profile feed or page.

      Your legal rights

      Under certain circumstances, you have rights under data protection laws in relation to your personal data. These rights are set out below:

      You have the right to:

      • Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
      • Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
      • Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
      • Object to processing of your personal data. Where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
      • Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios:
        • If you want us to establish the data's accuracy.
        • Where our use of the data is unlawful but you do not want us to erase it.
        • Where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims.
        • You have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
      • Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
      • Withdraw consent at any time. Where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

      If you wish to exercise any of the rights set out above, please contact us.

      Accessing your personal data

      You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.

      We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

      We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

      Use of Cookies

      Cookies are small files saved to the user’s computer that track, and store information about the user’s interactions and usage of the website. This website uses cookies for statistical analysis purposes, to help us better understand how users interact with the website so that we might improve it in future. These cookies do not give us access to your computer or any personally identifiable information about you.

      As required by legislation, this website uses a cookie control system, allowing the user to give explicit permission. By giving permission or continuing to use this website you consent to our use of cookies. Users are advised that if they wish to deny the use of cookies from this website, they should take steps within their browsers security settings to block the saving of cookies.

      We use both essential and non-essential cookies on our website as explained further below:

      • Essential cookies. These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services.
      • Non-Essential cookies. These include the following:
        • Analytical/performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.
        • Functionality cookies. These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).
        • Targeting cookies. These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose.

      You can find more information about the individual cookies we use and the purposes for which we use them in the table below:

        Essential:

        Domain

        Name

        Description

        Opt-Out

        Expiration

        CloudFlare

        __cfduid

        Detects malicious visitors while minimising restrictions against legitimate users

        N/A

        5 Years

        CloudFlare

        __cfruid

        Identifies trusted web traffic

        N/A

        Session

        Hubspot

        _hs_initial_opt_in

        Prevent the cookie banner from always displaying when visitors are browsing in strict mode.

        N/A

        7 Days

        Hubspot

        __hs_opt_out

        Ensures visitors are only asked to accept cookies once

        N/A

        13 Months

         

         

        Non-Essential:

        Domain

        Name

        Description

        Opt-Out

        Expiration

        Google Analytics

        _ga

        Analytics used to distinguish users

        Google Opt-Out

        2 years

        Google Analytics

        _gat

        Analytics used to throttle refresh rate

        Google Opt-Out

        1 Minute

        Google Analytics

        _gcl_au

        Analytics used to distinguish users

        Google Opt-Out

        24 Hours

        Google Analytics

        _gid

        Analytics used to distinguish users

        Google Opt-Out

        24 Hours

        Google Analytics

        _utmzzses

        Advertising/tracking

        Google Opt-Out

        Session

        Hotjar.com

        _hjCachedUserAttributes

        Stores user attributes, but these will only be saved if the user interacts with a Hotjar feedback tool

        Hotjar Opt-Out

        Session

        Hotjar.com

        _hjid

        Used for identifying users on websites that use Hotjar scripts

        Hotjar Opt-Out

        1 Year

        Hotjar.com

        _hjIncludedInSample

        Used by Hotjar to generate funnels

        Hotjar Opt-Out

        1 Year

        Hotjar.com

        ajs_anonymous_id

        Analytics - helps track visitor numbers

        Hotjar Opt-Out

        1 Year

        Hotjar.com

        ajs_group_id

        Tracks visitor usage and events

        Hotjar Opt-Out

        1 Year

        Hotjar.com

        ajs_user_id

        Helps track visitor usage and with targeted marketing, application performance, and stability

        Hotjar Opt-Out

        1 Year

        Hubspot

        __hssc

        Keeps track of sessions

        Hubspot Policy

        30 Minutes

        Hubspot

        __hssluid

        Unclassified

        Hubspot Policy

        2 Weeks

        Hubspot

        __hssrc

        Determines if the user has restarted their browser and thus can be considered a new session

        Hubspot Policy

        Session

        Hubspot

        __hstc

        Main cookie used for tracking visitors

        Hubspot Policy

        13 Months

        Hubspot

        __utma

        Tracks the number of times a user has visited the site, along with first and last visit

        Hubspot Policy

        2 Years

        Hubspot

        __utmz

        Stores information pertaining to the channels by which the user reached your site (Google)

        Hubspot Policy

        6 Months

        Hubspot

        hsfirstvisit

        Keeps track of a users first visit

        Hubspot Policy

        Variable

        Hubspot

        messagesUtk

        Used by the ChatFlows tool to recognise visitors

        Hubspot Policy

        13 Months

        LinkedIn

        _lipt

        LinkedIn advertising and performance performance monitoring

        LinkedIn Opt-Out

        1 Month

        LinkedIn

        AMCV_14215E3D5995C57C0

        A495C55%40AdobeOrg

        Enables LinkedIn sign-in functionality and tracks user behaviour

        LinkedIn Opt-Out

        2 Years

        LinkedIn

        bcookie

        Browser ID cookie

        LinkedIn Opt-Out

        2 Years

        LinkedIn

        bscookie

        Secure Browser cookie

        LinkedIn Opt-Out

        2 Years

        LinkedIn

        ELOQUA

        Eloqua tracking

        LinkedIn Opt-Out

        2 Years

        LinkedIn

        lang

        Broad term applied to language preferences

        LinkedIn Opt-Out

        Session

        LinkedIn

        li_oatml

        Used in social advertising

        LinkedIn Opt-Out

        1 Month

        LinkedIn

        liap

        LinkedIn Ad analytics

        LinkedIn Opt-Out

        1 Year

        LinkedIn

        lidc

        Used for routing to allow LinkedIn to enable sign-in functionality, track user behaviour and gather advertising analytics

        LinkedIn Opt-Out

        1 Day

        LinkedIn

        UserMatchHistory

        Advertising and LinkedIn insights for more accurate advertising

        LinkedIn Opt-Out

        1 Month

        LinkedIn

        utag_main

        Used for data analytics on the Tealium data platform

        LinkedIn Opt-Out

        1 Year

         

        Policy edited by Support Robotics Limited, June 2020