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

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

A very quick resolution and very clearly explained. Thanks.

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

Immediate resolution to the issue via the knowledge and experience of Kath Ryans at The ICT Service

Nadine Purcell, Stukely Meadows Primary School - 1 October 2020 about School Finance Consultancy

Clare was extremely helpful as are all the team.

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

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

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

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

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

Always so helpful and informative.

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

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

Kath always finds a solution - thanks!

Sandra Adderley, Barton Primary School - 26 November 2020 about School Finance Consultancy

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

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

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

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

Beverley Clowes, Bottisham Primary School - 14 January 2021 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

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

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

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

SIMS issue resolved quickly - Thank you Sharon!

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

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

Great service, issued resolved within minutes.

Esther Hay, Spring Common Special School - 6 November 2020 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

Jo Puckering is superb!

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

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

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

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

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

Immediate response to my FMS issue and problem sorted within minutes, as usual. Thank you Kath!

Chris Ashley, Ely St John's Primary - 16 March 2021 about School Finance Consultancy

Jane was a knowledgeable as ever.

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

Impressive resolution to my issue, thanks!

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

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 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

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

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

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

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

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

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

Kath is always the best of help. Thank you.

Kerry Darby, Elton Primary School - 15 October 2020 about School Finance Consultancy

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

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

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

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

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

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

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

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

Chris responded very quickly and solved the issue.

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

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

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

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

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

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