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We are committed to safeguarding the privacy of visitors, clients and the people whose information we may handle while providing support services. This policy explains what personal data we collect, why we use it, how long we keep it and the rights you have under UK data protection law.

We may update this policy from time to time. The latest version will be published on this page.

1. Who we are

4UAssist is a trading name of Drayton Digital Limited, a company registered in England and Wales.

Company number: 04609887
VAT number: GB827751114

We are registered with the Information Commissioner’s Office under registration number ZA387736. For data protection matters, Chris Drayton is responsible for privacy and data protection compliance.

You can contact us through the client ticket system.

2. Information we collect

Depending on how you use our website and services, we may collect and process:

  • your name and business name;
  • business contact details, including email address, phone number and postal address;
  • billing information, invoice details and payment records;
  • account, helpdesk or client-portal information;
  • communications you send to us by email, form, ticket, telephone or other agreed method;
  • technical information needed to provide support, such as domain names, IP addresses, DNS records, server names, usernames, log extracts, error messages and configuration details;
  • access credentials or temporary access details where you provide them for support work;
  • limited website usage information, such as pages viewed, approximate technical information about your browser, and security logs.

We do not intentionally collect unnecessary personal data. Please avoid sending personal data that is not needed for the support request.

3. How we collect information

We may collect information when you:

  • contact us through the website;
  • make an enquiry about availability or ticket blocks;
  • purchase services or request support;
  • provide helpdesk, server, control panel or third-party system access;
  • send diagnostic information, logs, screenshots or support-ticket details;
  • update account or billing details;
  • communicate with us by email, ticket, telephone, client portal or other agreed method.

4. How we use your personal data

We use personal data where necessary to:

  • respond to enquiries;
  • provide white-label hosting support and technical assistance;
  • work inside your helpdesk or support workflow where agreed;
  • investigate, diagnose and resolve support issues;
  • manage ticket blocks, hourly work, billing and accounts;
  • keep records of work carried out and communications sent;
  • meet legal, tax, accounting and regulatory obligations;
  • protect our systems, services, clients and business from misuse or security risk.

Our lawful bases may include performance of a contract, steps taken before entering into a contract, legal obligations, legitimate interests, consent where appropriate, and protecting vital or legal interests where relevant.

5. Cookies and website data

Cookies are small files stored by your browser. They may be used to keep a website working, remember preferences, support forms or login areas, improve security, and understand general website use.

Where cookies are essential for security, forms, sessions or account access, the site may not work correctly without them. You can usually adjust your browser settings to reject or delete cookies.

If analytics or similar services are used, they should be configured to collect only what is reasonably needed to understand and improve the website.

6. Payment information

Payments may be handled by third-party payment processors. We do not need to store full card numbers in our own systems. Where payment records are kept, they may include transaction references, invoice details, payment status and limited card information such as the last four digits where supplied by the payment processor.

7. When we act as a processor

For some support work, you may be the data controller and we may act as your data processor. This may happen where you ask us to access your helpdesk, hosting control panel, server, mailbox, website, database, backup or customer environment.

In those cases, we process personal data only for the purpose of providing the agreed support services and in accordance with your lawful instructions, unless the law requires otherwise.

You are responsible for ensuring you have the lawful basis, customer notices, permissions and agreements needed to allow us to access or process that data.

Where a formal Data Processing Agreement is required, the parties should enter into one separately.

8. Sharing and disclosure

We do not sell personal data.

We may share personal data only where necessary with:

  • payment processors, accountants, banks and professional advisers;
  • hosting, email, DNS, registrar, SSL, control panel, security or infrastructure providers where needed for support work;
  • software, ticketing, client portal or communications providers used to operate the service;
  • regulators, law enforcement, courts or public authorities where required by law;
  • third parties where you have asked us to interact with them or given authority to do so.

Where another organisation processes personal data on our behalf, we expect it to apply appropriate confidentiality and security measures.

9. Security

We take reasonable technical and organisational measures to protect personal data from unauthorised access, alteration, disclosure or destruction.

Because support work can involve privileged access, you should provide access using secure methods wherever possible and remove, disable or rotate credentials once work is complete unless there is an ongoing support arrangement.

10. How long we keep data

We keep personal data only for as long as reasonably necessary for the purposes described in this policy, including providing services, keeping business records, resolving disputes, meeting legal obligations and maintaining security.

Basic accounting and tax records are normally retained for at least six years. Support records, ticket history and technical notes may be retained for a reasonable period where needed for continuity, audit, billing, legal or security reasons.

Access credentials should not be retained longer than necessary for the agreed work or ongoing support arrangement.

11. Your rights

Under UK data protection law, you may have rights to:

  • access personal data we hold about you;
  • ask us to correct inaccurate or incomplete data;
  • ask us to erase data in certain circumstances;
  • ask us to restrict processing in certain circumstances;
  • object to processing in certain circumstances;
  • withdraw consent where processing is based on consent;
  • request data portability where applicable;
  • complain about how your data has been handled.

We may need to verify your identity before acting on a request. This helps protect your data from unauthorised disclosure.

12. Marketing

We may occasionally contact existing or prospective clients about relevant 4UAssist services where permitted by law. You can opt out of marketing communications at any time by using the unsubscribe method provided or by contacting us directly.

13. Complaints

If you are concerned about how we have handled your personal data, please contact us first so we can investigate and respond.

You also have the right to complain to the Information Commissioner’s Office, the UK supervisory authority for data protection.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline: 0303 123 1113
Website: ico.org.uk/make-a-complaint