EastNet Privacy Notice

1 WHO ARE WE?

1.1 This is the privacy policy of The ICT Service which is a part of Cambridgeshire County Council. Our main registered address is Speke House, Compass Point Business Park, Stocks Bridge Way, St. Ives, Cambridgeshire, PE27 5JL. We provide broadband and fibre services. We are responsible for your personal data as data controller. 

1.2 We have a data protection officer who is responsible for all of our issues relating to the protection of personal data. The data protection officer can be contacted at support@theictservice.org.uk or in writing at: 

The Data Protection Officer
The ICT Service
Speke House
Compass Point Business Park
Stocks Bridge Way
St. Ives
Cambridgeshire
PE27 5JL 

1.3 This privacy policy replaces all previous versions and applies from 25 May 2018.

 

2 WHO DOES THIS PRIVACY POLICY APPLY TO?

2.1 This privacy policy applies to: 

(a) Customers;
(b) Prospective customers;
(c) Individuals that use our websites;
(d) Former customers.
 

3 WHAT INFORMATION DO WE COLLECT?

3.1 Personal data is any information that can identify a natural person. We may collect, use, store and transfer different categories of personal data to enable us to deliver our services, as follows: 

(a)Data about your Identity including first name, last name, title, date of birth and gender;
(b)Data about your contact details including service address, correspondence/billing address, email address, landline telephone number and mobile phone number;
(c) Technical data including 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 information on the devices you use to access our services;
(d)Data about your usage of our products and services including the amount of time you spend online and the websites you visit;
(e) Data relating to your marketing and communications choices including what method you would like to receive marketing and how frequently;
 

3.2 We may also collect and use non-personal data such as statistical or demographic data. This data may be derived from your personal data but is not considered personal data as this data cannot identify you.

 

4 HOW DO WE COLLECT INFORMATION?

4.1Information you give us

(a) When you place an order with us for any of our services we will need certain information to process your order.
(b) When you contact us to discuss your services, we may ask for certain information to be able to confirm your identity, check our records and answer your questions quickly and accurately

4.2 Information we automatically collect

(a) We will automatically collect information:
(i) when you use our services; and
(ii) when you visit our websites we may collect and process information about your usage of these by using “cookies” and other similar technologies to help us make improvements to the websites and to the services we make available

4.3Information we receive from other sources

(a) We may receive personal data about you from third parties or companies contracted by us to help us provide services to you;
 

5 HOW DO WE USE INFORMATION?

5.1 The information we collect helps us to better understand what you need from us and to improve the provision of our services to you. 

5.2 We use the information collected for example to: 

(a) verify your identity when you use our services or contact us;
(b) process your enquiries, orders or applications, for example when assessing an application, we may use automated decision-making systems;
(d) monitor, record, store and use any telephone, e-mail or other electronic communications with you for training purposes, so that we can check any instructions given to us and to improve the quality of our customer service, and in order to meet our legal and regulatory obligations;
(e) where you have agreed, provide you with information about other services or products which you may be interested in;
(f) to tell you about changes to our websites, services or terms and conditions;
(g) carry out any marketing analysis, profiling or create statistical or testing information to help us personalise the services we offer you and to understand what our customers want;
(h) recover any monies you may owe to us for using our services;
(i) analyse our services with the aim of improving them;
(j) prevent or detect a crime, fraud or misuse of, or damage to our network, and to investigate where we believe any of these have occurred; and
(k) monitor network traffic from time to time for the purposes of backup and problem solving, for example our automated system may monitor email subjects to help with spam and malware detection. 

5.3 Your data may also be used for other purposes for which you give your specific permission or, in very limited circumstances, when required by law. 

5.4 We may supplement the information directly collected by us with data from third parties (for example socio-demographic data) to further improve the services or products we offer customers.
 

6 WHEN WILL WE SHARE YOUR DATA WITH OTHERS?

6.1 We may need to share your information with other organisations to help us provide our services to you. 

6.2 The categories of non-ICT Service parties that we would share your details with are: 

(a) Third party suppliers who help us to perform our services;
(b) Professional advisors;
(c) Law enforcement agencies;
(d) Regulators (such as Ofcom or the ICO).

6.3 Where we share your information with third parties they are required to follow our express instructions in respect of the use of your personal information and they must comply with all applicable UK data protection laws to protect your information and keep it secure.

 

7 PROTECTING INFORMATION

7.1 We take protecting your data seriously, and will do our utmost to employ appropriate organisational and technical security measures to protect you against unauthorised disclosure or processing.

 

8 WHY DO WE PROCESS YOUR DATA?

8.1 We process each type of personal data for one the following reasons: 

(a) We need to process the data under our contract with you for our services;
(b) We have a legitimate interest as a supplier of services in processing your data;
(c) We have a legal obligation to process the data; or
(d) We have your consent (which you can withdraw at any time). 

8.2 If you don’t provide us with the data we need then we may not be able to perform our contract with you and may need to terminate the contract. If this happens, we will notify you as set out in our contract.

 

9 TRANSFERS OF DATA OUTSIDE THE EEA

9.1 From time to time the third parties we share our data with may be outside the European Economic Area (EEA) in countries that do not always have the same standard of data protection laws as the UK. However, we will have a contract in place to ensure that your information is adequately protected and we will remain bound by our obligations under applicable UK data protection laws even when your personal information is processed outside the EEA. The sorts of measures we use to protect your data in this instance are security reviews of the organisations, contractual model clauses approved for use by the European Commission or other approved transfer mechanisms, such as the Privacy Shield for transfers to the USA.

 

10 HOW LONG DO WE HOLD YOUR INFORMATION FOR?

10.1 Unless there is a specific regulatory or legal requirement for us to keep your information longer, we will keep your information for as long as it is necessary for the purpose for which it was collected. 

10.2 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 requirements.

 

11 YOUR RIGHTS

11.1 As a data subject you have a number of personal rights under data protection laws in relation to your personal data. These are: 

(a)Subject access requests - You have a right to access personal data that we hold as a data controller.
(b)Right to be forgotten - In certain circumstances you have a right to request that your personal data be erased from the systems within our control.
(c)Rectification - You have a right to correct your personal data that we hold as a data controller.
(d)Withdraw consent - Where we have offered you the right to consent to giving us your data, for instance with your marketing preferences, you have the right to withdraw your consent at any time.
(e)Objection and restriction of processing - In certain circumstances, you have a right to object to or request we restrict our processing of your personal data.
(f)Right to port – You have a right to receive certain information about you in a machine readable format. 

11.2 If you would like more information about these rights or how to apply them, please contact support@theictservice.org.uk

 

12 COMPLAINTS
12.1 If you would like to make a complaint about our use of the personal data you should contact our Data Protection Officer at the details above. If we have not resolved your complaint, you can contact the UK data protection regulator, the Information Commissioner’s Office (ICO) (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.

 

13 CHANGES TO THIS PRIVACY POLICY
We may update this privacy policy from time to time. The revised policy will be posted to this page. 

What people say about us

Always good to know that Jane is just a phone call away :)

L. Fowler, Abbey College about The ICT Service Helpline

Sharon was very helpful, she dealt with query very quickly

A. Watson, Orchards Primary School about The ICT Service Helpline

Kath answered my call and as ever was brilliant, sorted the problem out immediately and gave me instructions on how to fix the problem should it occur again.

S. Byford, Elm Primary School about The ICT Service Helpline

I spoke with Jane on the helpline she was such a great support giving me invaluable advise and help. I couldn't have asked for anything more. Great work.

D. O'Bryan, Great & Little Shelford Primary School about The ICT Service Helpline

I spoke to Donna. She is always friendly and extremely helpful as are all the Helpline team

K. Dixon, Ridgefield Primary School about The ICT Service Helpline

Usual helpful and patient advice. Thank you very much!

A. Maskell, St Matthew's Primary School about The ICT Service Helpline

Really helpful to have this course in a classroom environment away from the busy school office.

S. Brown, Coates Primary School about Key Stage Data Made Easy Training Course

Rob was very helpful as always and resolved my query by logging into my screen to show me how to do what was needed. Thank you.

D. Hewett, Kimbolton Primary Academy about The ICT Service Helpline

Very helpful on the phone. I was very pleased with the quick response. If anything I was the one slow in responding to the email I was sent. Thank you for all your help.

J. Branch, Upwood Primary School about The ICT Service Helpline

As always, Donna's workshops are informative, relaxed and help me know what I'm doing! Donna always answers questions and is patient and easy to work with.

J. Warman, Littleport Community Primary School about GDPR Preparation for your Everyday Working Practices Training Course

I was unsure of how to put an online questionnaire onto the school website, I needed assistance with this! Help was received very promptly and efficiently and this enabled me to help another member of staff. Thank you Jo :)

A. Sheldon, Monkfield Primary School about School Website Service

Excellent help straight away. Thank you.

M. Seaton, Coates Primary School about The ICT Service Helpline

Life-saving restoration of folder from Central Hosting - Thanks very much.

D. Baslington, Bellbird Primary School about The ICT Service Helpline

The issue was dealt with very quickly and Kath also telephoned to ensure that it was working correctly.

L. Dennis, Isleham Primary about The ICT Service Helpline

Excellent help from Kath - many thanks.

M. Seaton, Coates Primary School about The ICT Service Helpline

Solved problem straight away. Many thanks.

M. Seaton, Coates Primary School about The ICT Service Helpline

An online request was made, no assistance was given on a 1-2-1 basis, but the issue was resolved very quickly!

S. Collins, Granta Special School about Online Helpdesk – The ICT Service Helpline

As always, Rob was very helpful and efficient.

M. Ramsey, Grove Primary about The ICT Service Helpline

Very happy with all aspects of the resolution process. I even found answers to questions I hadn't asked! Thank you

C. Ashley, Ely St John's Primary School about The ICT Service Helpline

As always, no complaints with the service. Problem was resolved promptly without any fuss and certainly without making me feel useless :)

S. Pilkington, Spinning Infants School about The ICT Service Helpline

Donna is friendly and approachable and delivers a relaxed method of training which suited the session perfectly. It was great to be in a familiar space with like minded people for this course. :-)

A. Kirkham, Godmanchester Bridge Academy about SIMS End of Academic Year Training Course

Donna worked very quickly to resolve the issues.

S. Butler, Holywell Primary School about The ICT Service Helpline

Efficient, polite and kept me well informed. Lovely telephone manner. The issue was dealt with quickly enabling me to continue with my busy day. I was told exactly what the problem had been.

C. DeMartino, Castle Special School about The ICT Service Helpline

Always helpful and patient!

S. Dickinson, Fen Drayton Primary School about The ICT Service Helpline

What would we do without you?

C. Robinson, Meldreth Primary School about The ICT Service Helpline

Really appreciated the clear guidance and information which helped fully resolve the issue I had and increase my understanding of the system I was using.

L. Billington, Granta Special School about The ICT Service Helpline

Quick response and problem sorted quickly. Kept informed and problem resolved - thank you!

J. Watts, Little Paxton Primary School about The ICT Service Helpline

Jo Puckering was very helpful with our request. Thank you Jo!

H. Owen, Shirley Primary School about ELearning

Michaela explained problem perfectly and enabled me to create and link further codes without any problems. Thank you.

M. Seaton, Coates Primary School about FMS – The ICT Service Helpline

Brilliant as usual - easy to follow course and with plenty of hand outs to use if you needed when back in school. Huge thanks to Donna!

J. Warman, Littleport Community Primary School about SIMS End of Academic Year Training Course

Jane was extremely polite, helpful and definitely knowledgeable. I was happy and confident as she explained to me how she was able to resolve my issue, and did so in a short space of time. I am always impressed how staff on the Helpline know so much!

J. Pollock, Abbots Ripton Primary School about The ICT Service Helpline

Always extremely helpful and knowledgeable- Thank you

E. Rudd, Hartford Junior School about The ICT Service Helpline

Everyone on the helpdesk are so helpful and they always sort out any problems speedily and efficiently. Thank you.

S. Dickinson, Fen Drayton Primary School about The ICT Service Helpline

Excellent response producing successful result. Thank you Michaela!

C. Ashley, Ely St John's Primary School about The ICT Service Helpine

What would I do without you? I can't thank you enough for the way you support me, and that goes to the whole team, you are all a credit to The ICT service. Knowing you are there makes the day a bit better. I can pick up that phone have a wobble and help is on hand.

R. Mack, Fields Children's Centre about The ICT Service Helpline

No complicated IT talk, just plain, good information and help as requested.

Clerk of Governors, Swaffham Bulbeck Primary School about ELearning

Excellent service.

P. Steel, Castle Camps Primary School about The ICT Service Helpline

Always so quick and professional.

Clerk of Governors, Swaffham Bulbeck Primary School about The ICT Service Helpline

Issue resolved quickly by a helpful member of staff

C. Munroe, Spaldwick Primary School about The ICT Service Helpline

Always helpful and understanding, no matter how small the problem!

S. Dickinson, Fen Drayton Primary School about The ICT Service Helpline

So happy you are at the end of the phone line for never-ending queries!!!

C. Robinson, Meldreth Primary School about The ICT Service Helpline

As always, Rob was very helpful and sorted out my problem speedily and efficiently as I was on a short timescale!

M. Ramsey, Grove Primary about The ICT Service Helpline

As always, the knowledge and assistance was second to none.

J. Medvesek, UTC Cambridge about The ICT Service Helpline

As always your lovely staff are helpful and instructive dealing with my often stupid mistakes!

G. Topley, Fen Ditton Primary School about The ICT Service Helpline

The problem onsite following our LAN re-configuration was complex, needing Matt's expertise to fully resolve our wireless and printing issues. It took a while, the issues were multiple and had to be pinned down individually. As we uncovered various issues, Matt reconfigured aspects of our switches to resolve them. All is now working well.

C. Clee, Crosshall Junior Academy about Technical Services

Polite, professional and sorted out my issue quickly. In addition, the Helpline rep gave me tips on how to solve the problem should it arise again.

A. Howell, Monkfield Park Primary School about The ICT Service Helpline

Donna is always so helpful and resolves issues. Thank you!

S. Dickinson, Fen Drayton Primary School about The ICT Service Helpline

A great well planned out course , which will enable me to make even more use out of SIMS

E. Wallace, Harbour School about SIMS for SENDCo’s Training Course

Really helpful as usual and sorted the problem speedily. Thank you. Will make my life much easier today!

S. Dickinson, Fen Drayton Primary School about The ICT Service Helpline

I felt that the issues we had were easily dealt with and helpful advice was given.

S. Preston, Pilgrim Pupil Referral Unit about The ICT Service Helpline

Customer service is great. Clear and concise information always given very promptly, nothing is too much trouble.

H. Leete, Gamlingay First School about The ICT Service Helpline

As I am new to the role I am very grateful for the patient and helpful approach adopted by The ICT Service Helpline Team

S. Murray, Bewick Bridge Primary School about The ICT Service Helpline

The engineer, Matt, worked very hard to resolve the issue as fast as possible, without his skills and knowledge the issue would have taken me much longer I cannot praise him high enough.

S. Rumbelow, Sir Harry Smith Community College about Technical Services

Pleasant and very helpful. Thank you

M. Bennett, Granta Special School about The ICT Service Helpline

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