Our data deletion policy varies depending upon system used. Please see more information listed below.
For details of our Data Protection Officer and how to contact them please click here.
B2B Support System
We use ZenDesk as our main customer support System. ZenDesk is a customer service software and support ticketing system by Zendesk.
Our Customers employees can create and update tickets whilst we are providing other services for them as either part of a trial or on a paid basis.
| Occurrence | Data | Timeline / Action |
| When a user is using our support system as an Employee of part of an organisation has left the organisation | Ticket Data | 10 working days of either notification via B2B Support System or after the employee has left whichever is longer / Transferred to another user who still works for the organisation |
User Data |
10 working days of either notification via B2B Support System or after the employee has left whichever is longer / Deleted | |
| Attachments | 10 working days of either notification via B2B Support System or after the employee has left whichever is longer / Moved with Ticket Data | |
| When a B2B Customer no longer uses any of our services either on a paid for or trial basis |
Ticket Data, User Data , Attachments, Organisation Data |
30 working days of confirmed written or email notification after the contract (or trial) end date, whichever is longer / Deleted |
IMPRTANT NOTE: See the ZenDesk Deletion Policy for 'Zendesk Support' for deletion details of any data that vannot be viewed by Users / accessible by B2B and includes Service Data that, for example, is maintained in backups, logs and search indices: https://www.zendesk.co.uk/company/policies-procedures/data-deletion-policy/
The B2B Webshop software Software as a Service
Some of our Customers us our B2B Webshop software Software as a Service for their customers / customer employees as an order placement service.
| Occurrence | Data | Timeline / Action |
| When a B2B Customer informs B2B that one of their customers will no longer be using the service | All Data |
Within 30 working days of notification via B2B Support System OR of the end date given in the notification OR the end of the contract period for the site whichever is longer / Deleted. |
| When a B2B Customer no longer uses any of our services either on a paid for or trial basis | All Data | Within 30 working days of confirmed written or email notification after the contract (or trial) end date, whichever is longer / Deleted |
Definitions
Ticket Data: includes ticket comments, tags, custom fields and audit events.
User Data: includes identities, hashed passwords and names for both Agents and End-Users.
Attachments: includes files attached to tickets.
SSL Certificates: includes SSL certificates used when Subscriber securely accesses its custom branded Support domain.
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