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

Prompt and courteous service. Comprehensive and informative response.

Fiona Hyndman, DFE Device Project - 2 June 2021 about Business Support

Thank you Clare for resolving remote access fob issues promptly and efficiently

Sharon Vince, Queen Emma Primary School - 3 August 2021 about Helpline

Karen is always super helpful! Thank you.

Sharon Simpson, Great Gidding Primary - 9 June 2021 about Helpline

Saved me loads of time. Thank you.

Fay Staple, Little Paxton Primary School - 13 January 2022 about Helpline

Thank you for the immediate response to my problem. Sorted within seconds!

Chris Ashley, Ely St John's Primary - 3 February 2021 about Helpline

Helpful and clear in explaining and solving the problem.

Stuart Wilkinson, Westfield Junior School - 24 January 2022 about Helpline

Jane was wonderful very helpful she sorted out the problem quickly.

Dianne O'Bryan, Great & Little Shelford Primary - 29 June 2021 about Helpline

Jane's help was amazing. I would not have been able to complete the task without her help. Thank you.

Tracy Brown, Melbourn Village College - 6 December 2021 about Helpline

Jane has the expertise to sort any SIMS problem. A real asset.

Beverley Clowes, Bottisham Primary School - 14 January 2021 about Helpline

As always ICT service had the answer - very quickly and very clear - thank you

Annie Urquhart, Icknield Primary School - 18 December 2020 about Helpline

I needed an incorruptible version of our headed paper as one of the logos had been updated. Within about 5 minutes of emailing my request, the amended version was in my inbox - thanks Rob!

Julie Warman, Littleport Primary School - 16 March 2021 about Helpline

Jo Puckering is superb!

Rebecca Soper, St John's Primary School - 7 January 2021 about Technical Support

Karen is so helpful; I wouldn't be able to do my job if it wasn't for her. Thank you Karen

Angela Spaxman, Park Street Primary School - 25 January 2022 about Helpline

Great response. Put me back on track for the first day of term. Thank you!

Chris Ashley, Ely St John's Primary - 7 June 2021 about Helpline

Excellent response, at the drop of a hat and issue resolved inside a very few minutes. :)

Maureen Marsh, Godmanchester Bridge Academy - 25 June 2021 about Helpline

Jane has been very patient and sorted out my issues. She gives you the confidence to know that the problem will be resolved in a timely manner.

Diane Baslington, Bellbird Primary -18 June 2021 about Helpline

Bespoke training according to our organisation's needs and all questions answered. Also follow up support and guidance was invaluable.

Iman Ibn Tahaikt, Abu Bakr Islamic School - 4 December 2020 about GDPR DPO Service

Always very helpful and cheerful member of staff - Vanessa. Never have any issues and always a good level of service.

Paula D'Agnello, St Anne's Primary - 6 January 2022 about Helpline

Always polite, friendly and helpful

Katie Dixon, Ridgefield Primary School - 26 January 2022 about Helpline

Very happy with the service and the speed at which my request was actioned.

Lizzy Bennett, St Laurence Primary - 22 June 2021 about Helpline

Karen is always really helpful, thank you!

Sharon Simpson, Great Gidding Primary - 16 June 2021 about Helpline

A perfect service thank you Daniel; you are amazing.

Cathy Smith, Sir Harry Smith Community College - 23 June 2021 about Technical Support

Very happy that this job was turned around so quickly and efficiently. I really appreciate as this will help the school a lot in organising events for those children in school and those children home learning to ensure everyone is involved.

Rochelle Butcher, Hemingford Grey Primary School - 29 January 2021 about Technical Support

Knowledgeable and keen to get issues resolved.

Caroline Barker, Great Abington Primary - 22 June 2021 about Helpline

Daniel has been a great help as always, fixing an awkward issue!

Matt Courtman, Cromwell Community College - 18 January 2022 about Technical Support

Great, friendly service. Thank you!

Chris Ashley, Ely St John's Primary School - 3 August 2021 about Technical Services

Couldn't have been friendlier or more helpful. Thank you :)

Amanda Ward, Rackham Primary School - 4 August 2021 about Helpline

Great service, issued resolved within minutes.

Esther Hay, Spring Common Special School - 6 November 2020 about Helpline

I am very grateful that my OneDrive issue has been solved. It may seem like a small thing but it makes life so much easier. THANK YOU!!

Amanda Burniston, Hilgay Riverside Academy - 1 December 2020 about Technical Support

Jane is always quick to respond and clear in explanation.

Carol Leach, Ken Stimpson School - 18 January 2022 about Helpline

Prompt service even in the holidays - thank you

Sandra Adderley, Barton Primary - 5 August 2021 about Helpline

Daniel was very helpful and resolved my issue with STAR accounts.

Karen Thorpe, Tilney St Lawrence Primary School - 30 June 2021 about Technical Support

Great service as always!

Matt Casey, Morley Memorial Primary School - 7 December 2021 about Helpline

Spot on service as always

Chris Clee, Crosshall Junior Academy - 9 February 2022 about Technical Support

ALWAYS a speedy response with no problems. I'm notified as soon as the problem/request is resolved. Excellent service. Thank you.

Sam Pilkington, Spinning Infants - 28 June 2021 about Helpline

Claire and Jane patiently dealt with this complex problem and resolved it for us in the end. Thank you very much to both of them!

Anne Maskell, St Matthew's Primary School - 30 September 2020 about Helpline

I appreciate how expeditiously the issue was resolved and communicated back to me.

David Walker, Downham Market Academy - 28 January 2021 about Technical Support

Claire was fab as always! Thank you!

Rona Metters, Friday Bridge Primary School - 7 February 2022 about Helpline

Friendly service responder, sorted the issue myself but good to know that assistance was there if needed.

Zoe Dingley, Witchford Village College - 9 December 2021 about Technical Support

I was very pleased with the way The ICT service were able to help tp diagnose the issues remotely and get support from an engineer within a reasonable time frame despite some hiccups along the way. efficient, helpful and friendly service as always. Thank you!!

Emma Little, Linton Infant School - 23 February 2021 about Technical Support

Excellent response to my email query. Sorted as quickly as humanly possible in the current situation. Thank you!

Chris Ashley, Ely St John's Primary - 30 November 2020 about Helpline

So patient and happy to go over the details to ensure I could replicate the process again without assistance - fantastic. Thank you.

Jo Black, Arbury Primary - 29 June 2021 about Technical Support

Subject Access Requests are very complex and challenging, having Donna as our DPO not only gave us the confidence that we were approaching this in the right way but that we would be gently and carefully guided through the necessary steps. We cannot thank her enough!

Rachel Snape, Milton Road Primary - 22 February 2022 about GDPR Support

A very quick resolution and very clearly explained. Thanks.

Sally Merson, Wheatfields Primary School - 26 January 2021 about Technical Support

Daniel was excellent with the roll out and assisted with a few glitches with the licensing as well.

Sarah Keeble, Bramford Primary School - 15 December 2020 about Technical Support

Vanessa was very helpful - didn't make me feel silly!

Hannah Burnham, Newton Primary School - 16 October 2020 about Helpline

Amazing help and support! Claire was very helpful - thank you so much.

Shelley Steer, Townley Primary - 9 December 2021 about Helpline

Communication was fantastic.

Jem Finch, Cromwell Community College - 6 December 2021 about Helpline

We couldn't manage without Lee's expertise, thank you so much for your patience.

Clare Kirk, St Bede's School - 15 June 2021 about Technical Support

Had a problem with the Entrust fob, emailed and within a very short time, all sorted. Thank you!

Julie Warman, Littleport Primary School - 29 January 2021 about Technical Support

Always so helpful and informative.

Sarah Coulson, Colville Primary School - 6 January 2021 about Technical Support

First class service as usual.

Ray Lockett, Melbourn Village College - 18 February 2022 about Helpline

Excellent service.

Jeanette Speed, Over Primary - 30 June 2021 about Helpline

Very efficient service

Emma Hicks, Linton Infant School - 12 January 2022 about Helpline

SIMS issue resolved quickly - Thank you Sharon!

Office Staff, Spaldwick Primary School - 6 October 2020 about Helpline

The issue I had was resolved very quickly and easily and in a professional and friendly manner. I really appreciate having had my problem sorted so speedily! Thank you.

Amanda Hill, Ermine Street Church Academy - 5 January 2021 about Helpline

Problem discussed in detail and response received by email in minutes. Thank you Karen!

Chris Ashely, Ely St John's Primary School - 17 January 2022 about Helpline

As always; prompt, pleasant and helpful.

Lillian Guyler, Fields Children's Centre - 24 June 2021 about Helpline

Excellent response time and quality of response. Donna always has time to discuss issues, advise on how to address our concerns and put our minds at rest, if appropriate. Thank you Donna.

Chris Ashley, Ely St John's Primary - 9 November 2020 about Consultancy Services

Really helpful and quick service, explained what he was doing and outcome.

Rebecca Pentney, The Bellbird Primary - 14 January 2022 about Helpline

Prompt, helpful and pro-active support - thank you.

Luke Rolls, University of Cambridge Primary School - 17 December 2021 about Helpline

I think the service has been excellent. I was a bit wary at first - I was unsure how long it would take you to respond, or if you would even respond at all - but the speed and efficiency with which you have dealt with every concern or question I have had, has been amazing. Thoroughly recommend.

Cath Causer, Manea Primary School - 27 October 2020 about Technical Support

Totally happy with the quality and speed of the response which will help us move forward with our remote learning. Thank you Vanessa!

Chris Ashley, Ely St John's Primary - 5 October 2020 about Helpline

Very supportive as always! Your expert knowledge is needed and welcomed....Thank you.

Julia Lindley, Barrington Primary - 24 June 2021 about Helpline

We are so grateful for Michelle's support

Sandra Adderley, Barton Primary - 17 December 2021 about In School Technical Support

Clare was extremely helpful as are all the team.

Katie Dixon, Ridgefield Primary School - 19 November 2020 about Helpline

It is always good to have the support of our ICT Service GDPR DPO officer. Thank you Vanessa.

Sandra Adderley, Barton Primary - 14 February 2022 about GDPR Support

Rob was super-efficient and helpful, as always! Thank you!

Kate Barnes, Spring Meadow Infants - 27 November 2020 about Helpline

I wish my Internet at home was as fast as Rob. My life would be much less frustrating.

Julie Warman, Littleport Primary School - 6 November 2020 about Helpline

I am always impressed by how helpful and supportive the staff at ICT are. On this occasion Donna helped me and she was brilliant. Thank you!

Gill Dunbavin, Isleham Primary - 21 January 2021 about Helpline

Excellent service and very quick from when I had logged my issue to it being resolved. Instructions were simple to follow and worked straightaway. Thank you very much for such an efficient service and also thank you for thinking of making certain processes simpler for the users.

Sonia Singh, Guilden Morden Primary School - 25 January 2021 about Technical Support

Daniel could not have been more patient in determining the issue and resolving it. I am so happy with the service and support that is always given from the ICT service. Thank you

Cathy Smith, Sir Harry Smith Community College - 10 March 2021 about Technical Support

Great service. Thank you for bearing with me, Karen, on a very difficult day.

Chris Ashley, Ely St John's Primary - 23 June 2021 about Helpline

Chris responded very quickly and solved the issue.

Sarah Bowie, Linton Heights Junior School - 1 February 2021 about Technical Support

We are very fortunate to have Donna as DPO. She always responds quickly, gives sensible advice and will follow up in writing for reference.

Ilona Wrigley, Oakdale Primary School - 30 November 2020 about GDPR DPO Service

Excellent response. Jane sorted me out within minutes, as usual. Thank you!

Chris Ashley, Ely St John's Primary - 2 March 2021 about Helpline

Once we were able to set up the remote session, it was efficient and Michelle resolved both my issues. I was kept informed along the way as to what she was doing. Great service. Thank you.

Sonia Singh, Guilden Morden Primary School - 17 November 2020 about Technical Support

Very helpful and efficient

Jacqui Nash, Brampton Village Primary - 20 January 2022 about Helpline

Super duper support from Donna, as ever.

Hayley Coulter, Hemingford Grey Primary School - 3 February 2022 about GDPR Support

Just wanted to drop a quick note to thank you for the ICT assessment this morning. It was a such a valuable process for us. I really feel that your knowledge and expertise will ensure that our student's learning can move forward using technology. We are excited about the opportunities we will now be able to offer her.

It was useful for myself as a SENCO too. I can see more clearly how I could use technology better to benefit all our children with additional needs.

Sam Wallace, Sutton CE (VC) Primary School - 7 December 2021 about SEND ICT Assessments

Excellent service as always. Thank you Vannessa.

Lynnda Osborne, Girton Glebe Primary - 30 June 2021 about Helpline

A complex issue was promptly solved after thorough investigation through remote control of my laptop.

Stuart Wilkinson, Westfield Junior - 7 June 2021 about Technical Support

Impressive resolution to my issue, thanks!

Sally Merson, Wheatfields Primary School - 28 January 2021 about Technical Support Team

Would give 11 [out of 10] if I could. Thank you for all of your help.

Sue Scott, Alderman Payne Primary School - 10 January 2022 about Helpline

Thanks, David and Adam, they were very helpful.

Daniel Chung, St Bede's School - 26 January 2022 about Technical Support

Fast and efficient service as always from Vanessa at The ICT Service :-)

Godmanchester Bridge Academy - 14 June 2021 about Helpline

Donna kept communicating with me throughout my technical & communication difficulties which I am extremely grateful for! Thank you very much Donna :)

Yvonne Jenner, Ashbeach Primary School - 21 January 2021 about GDPR DPO Service

We are very grateful for the help, attention and advice given by our ICT technician on these visits.

Diane Baslington, The Bellbird Primary School - 30 September 2020 about Technician Support

Excellent service as always. Good to know that we have a knowledgeable and fabulous team supporting schools.

Diane Baslington, The Bellbird Primary School - 2 March 2021 about Technical Support

Always have great confidence that The ICT Helpline will help you to solve your problem, fab service as always.

Esther Hay, Spring Common Special School - 6 November 2020 about Helpline

Jane was a knowledgeable as ever.

Beverley Clowes, Bottisham Primary School - 19 October 2020 about Helpline

It's time saving to have someone help with something that would have taken a long time to sort.

Fay Staple, Little Paxton Primary School - 6 January 2022 about Helpline

Brilliant service and very quick response, especially in these really difficult times. The report was exactly what I requested.

Nadine Purcell, Stukely Meadows Primary School - 26 January 2021 about Helpline

Everybody was fantastic - especially for a Monday morning!

Rachel Gemmel, Huntingdon Nursery - 21 February 2022 about Helpline

Excellent service. Problem resolved efficiently. Information shared in a friendly manner.

Sam Brown, Sutton Primary School - 2 November 2020 about Technician Support

I like the option to email queries/questions that I do not need an immediate response to - always answered in a helpful and timely manner.

Sharon Murray, Cherry Hinton Primary School - 8 December 2020 about Helpline

Emailed the request across, matter was dealt with quickly, kept in the loop all the way through. Thank you.

Mrs Pearce, Bottisham Primary School - 19 January 2021 about Technical Support

Happy with the support we have received and the discussions following any questions we have. GDPR is always a challenge but the support enables us to feel confident with what we are doing and what we need to do next.

Lee Frost, Great Paxton Primary - 14 June 2021 about DPO Service

Jane is always quick to respond and very helpful. what would we do without her??

Cathy Smith, Sir Harry Smith Community College - 8 February 2021 about Helpline

Karen - thank you as always!

Kerry Darby, Elton Primary - 11 June 2021 about Helpline

Daniel went the extra mile and helped me solve the problem. With his persistence and determination, he saved us from being charged unnecessarily by contractors.

Mei Gao, Meridian Primary - 22 June 2021 about Technical Support

Karen was very quick to respond to my query, which had been sent to her via bank account team, so I was not expecting such a quick response. Thank you

Carol Cullum, Stretham Primary School - 22 February 2022 about Helpline

As usual, my query was dealt with extremely quickly and efficiently by Karen at the ICT service. Would highly recommend their services.

Nadine Purcell, Stukeley Meadows Primary - 17 June 2021 about Helpline

Clear and thorough response with all information clearly shared so we understood the information shared and the action we needed to take in what was a more unusual request for help.

Rebecca Pentney, The Bellbird Primary - 24 February 2022 about Consultancy Services

Very prompt at resolving the issue and rang to update. Thank you

Sonia Singh, Guilden Morden Primary School - 22 February 2022 about Technical Support

All good thank you.

Carol Houghton, Brampton Village College - 23 February 2022 about Helpline

Excellent service as always, Michael went above and beyond to resolve our issue. Many thanks indeed.

Matt Courtman, Cromwell Community College - 9 June 2021 about Technical Support

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