Privacy Policy

Please read this policy carefully as it applies to the services we provide you. It applies to our consumer, sole trader and partnership customers. It also applies if you interact with us by using our products or services, contacting our support team, or enquiring about our services.

If you think your personal information is inaccurate, you can ask us to correct or remove it at no charge by contacting our data protection officer at dpo@fractionservers.com.

What personal information do we collect and how do we use it?

To provide you with services

We use your personal information to provide you with services. This includes recording details about the services you use, sending service information messages, updating you on installations, enabling login to the customer portal, and processing payments.

• Your contact details and other information to confirm your identity (name, address, email, passwords and security credentials)
• Your payment and financial information
• Your communications with us, including emails, webchats and support tickets

To run fraud prevention checks

Before providing you with a service, your personal information may be passed to fraud prevention agencies. Details used include your name, address, contact details and IP address.

To collect debt

If you do not pay your bills, we may engage a debt recovery agency and provide them with your contact details and account information.

To prevent and detect crime

We use your personal information to help prevent and detect crime, fraud and criminal attacks on our network. We monitor traffic and track malware and cyber-attacks using your contact details, payment information, fraud prevention data, service usage details and CCTV footage as strictly necessary.

To meet legal and regulatory obligations

Under investigatory powers legislation, we may share personal information with government and law enforcement agencies to help detect and stop crime, prosecute offenders and protect national security.

How do we protect your personal information?

We have strict security measures to protect your personal information including identity verification and suitable technical measures such as encryption.

How long do we keep your personal information?

• A copy of your bills for six years from the date of the bill
• Your contact details while you are a customer and for six years after
• Details relating to any dispute for six years after closure

In other cases we store personal information for the periods needed for the purposes for which it was collected. We may keep it longer if required by law.

Contact us

You can reach our data protection officer at dpo@fractionservers.com or by writing to:

Fraction Servers
Continuity House
205 Torrington Avenue
Coventry
CV4 9UT

If you are not satisfied with how we have handled your personal information, you have the right to complain to the data protection regulator. For the UK, that is the Information Commissioner — https://ico.org.uk/.