Effective 25th May 2018
Complies with the General Data Protection Regulation (GDPR)
If you have any queries or concerns, please don’t hesitate to contact us.
- Who we are
We do not share or sell information within our databases to any other business or organisation for marketing purposes.
- The information we collect
Information you provide directly to us
When you make an enquiry with SWS, we will ask for your contact details (your name, your company name if relevant, address, email and telephone numbers) either via our website enquiry form, email or over the phone.
If you become a customer we will collect payment information and record information about your broadband connection and the equipment provided and installed. If your installation is funded by a voucher or grant we will record photographic evidence of the installation.
When you request support from us we may also collect information such as contact information, documentation, screenshots or other information you or we may believe is helpful to solving the issue.
Information collected about your use of services delivered
We will monitor the uptime of your connection, the amount of data used, signal strength, connection quality and connection capacity.
Where we have provided end user equipment to you such as a router, access points or extenders we will record details of these devices which may include: IP address and/or other device identifiers, make, model and configuration.
- Why we collect your information and how we use it
How we use the data we collect depends on which of our services you use, how you use them and whether you have communicated any specific preferences to us.
To deliver our services
We use your information because it is necessary to perform our obligations in delivering our services to our customers, this includes processing transactions, providing customer support, operating and maintaining our services. We also need your information to personalise your experiences with SWS and for marketing communications, to enhance our services and provide our best service to you.
To carry out core activities relating to our services
To effectively deliver our service we use your information to engage in important supporting activities such as:
* Billing and collections, including maintenance of records in the event of a subsequent billing dispute.
* Preventing fraud, violations of our acceptable use policies and unlawful activities
* Troubleshooting, quality control and analytics.
* Monitoring the performance of our systems and network.
* Keeping you informed of planned maintenance, emergency repairs or other events which may affect your service.
For research and development
We are constantly looking at ways to improve our services, to make them more reliable, secure and useful. We use data regarding our users’ connections to understand how our services are performing and how they are being used, to help us identify areas where we can do better.
We use website analytics information to help us identify how effective our website is and do not allow any attempt to identify visitors to our website. You can opt out of cookies and tracking at any time.
To market, promote and drive engagement of our services
We use data about you to send promotional communications htat may be of specific interest to you. Based on information we collect about you we may decide whether and how to promote our services to you over others. These communications are to maximise the value of our services to you.
We may match information collected from you through different means or a different times such as personal data, usage information and information obtained from other sources such as contact information and demographic information.
Subject you your ability to opt out, by providing your contact information to us, you consent to receive email messages, text messages, phone calls and postal mail including that of a promotional nature from SWS.
You consent to receive phone calls from SWS even if your phone number is listed on ‘do not call’ registries. You may not consent on behalf of someone else or provide someone else’s contact information. You are not required to agree to promotional communications in order to receive any goods or services from us. You can opt out of promotional communications (please see below).
To comply with legal requirements
Applicable laws or regulations may require our processing of your data.
To protect our legitimate business interests and legal rights
Where we believe it is necessary to protect our legal rights, interest and the interests of others, we use information about you relating to legal claims, compliance, regulatory and audit functions and disclosures in connection with the acquisition, merger or sale of a business.
According to your explicit consent
If we wish to use your information for certain purposes which require consent under applicable law, we will first seek out and obtain your consent for example; testimonials or case studies that identify you in your individual capacity.
- Who we share your information with and why
Third party service providers that help us to deliver the services and allow us to operate our business.
Business operation vendors
We work with third-party service providers to provide website and application development, hosting, maintenance, backup, storage, payment processing and other services for us. This may require them to access or use information about you. We only work with carefully selected vendors and require any with whom we share personal data to protect the confidentiality of such information and use it solely for the purposes for which it was shared.
If you purchase services offered by SWS or a partner through a special marketing arrangement we may share your information with these partners in connection witInfh their services.
If your connection or equipment is funded by a grant or voucher we may share your information with the issuing body or their agent to comply with the requirements of the funding offer.
Third party websites
Compliance with law enforcement requests and applicable laws; enforcement of our rights
We may disclose personal data as require by applicable law, regulation, legal process or government request; to protect SWS services, customers or the public from harm or illegal activities and to enforce our agreements, policies and service terms.
With your explicit consent
We share information about you with third parties when you give us consent to do so.
We may share your information in connection with a sale, merger, liquidation or reorganisation of our business or assets.
- How we protect your information
SWS implements administrative, physical and technical safeguards to help protect the personal data that we maintain and transmit. No system or service can provide a 100% guarantee of safety therefore you acknowledge the risk that third parties may gain unauthorised access to your information.
- Where we store your information
Personal information held by SWS is stored on and processed on computers situated in the United Kingdom. Our service providers may process data in some other countries.
- How long we store your information
We store your information until it is no longer necessary to provide the services or is no longer relevant for the purposes for which it was collected. This time period may vary depending on the type of information and services used.
After such time, we will either delete or anonymise your information or if this is not possible (for example if it is stored within a backup archive) then we will securely store your information and isolate it from any further use until deletion is possible.
We may retain information beyond this time for research and to help us develop or improve our services. You cannot be identified form anonymised information retained or used for these purposes.
Customer account information
We store your account information for as long as your account is active and for a reasonable period thereafter in case you decide to re-activate the services. We retain some of your information as necessary to comply with our legal obligations, to resolve dispute, to enforce our agreements, to support business operations and to develop and improve our services.
We retain information about your marketing preferences for a reasonable period of time from when you last expressed an interest in our services.
We retain device specific information when we have provided end user equipment to you. If you do not revoke our access to this information via privacy settings on your device we will retain this information for as long as your account is active.
- How to access and control your information
Deletion of account
To request deletion of your SWS account, please contact us. Certain data associate with that account may remain on SWS’s database in an aggregated or anonymised form which does not specifically identify you. Data associated with your account that we are required by law to retain will not be deleted.
Access to your account information
Consistent with applicable laws and data security requirements, we will honour written requests from you to access or amend your account information such as name, address and billing information. You are responsible for ensuring the information on file with SWS is current and accurate.
Where permitted by law we may charge a reasonable fee to process requests for access to data and may limit the number of requests per year. Your right to amend your information is subject to our records retention policies.
Opt out of communications
The processing of your personal data by us is based on consent, you have the right to withdraw that consent at any time by contacting us. If you do not want your personal data used by SWS for any direct marketing purposes you may opt out of such sharing by contacting us, even if you have previously consented to such use.
To opt out of receiving promotional communications from us – email firstname.lastname@example.org from the email account associated with the promotional communications with ‘unsubscribe’ as the subject, writing to us at SWS Broadband, Brook House, Pennerley, Shrewsbury SY5 0NE or calling us on 0333 7000 227.
Even after you opt out of receiving promotional communications from us you will continue to receive transactional messages and communications relevant to your service such as network status and maintenance notifications.
- Information from children
SWS does not sell products or services for purchase by children and we do not knowingly solicit or collect personal data from children or teenagers under the age of eighteen. If you believe that a minor has disclosed personal data to SWS, please contact us.
- Changes to this policy
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