Privacy Policy

my-IT SUPPORT ("we," "us," or "our") is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard information when you use our IT support services, client portal, and related digital tools.

By submitting a support request, using the client portal, or engaging our services, you agree to the practices described in this policy.

We collect information you provide directly and information generated through your use of our services:

• Contact Information: Name, email address, phone number, and company/organization name provided when submitting a support request or registering as a contact.
• Support Ticket Data: Descriptions of technical issues, device information, and any files or screenshots you share during a support engagement.
• Remote Session Data: If you authorize a remote support session via our remote support tool, we may access your device screen and input controls solely for the purpose of resolving your issue. Sessions are conducted with your explicit consent.
• Billing Information: Invoice amounts, payment status, and Stripe payment references. We do not store full credit card numbers — payment processing is handled securely by Stripe.
• Email Communications: Messages sent to and from our support address are logged as part of your ticket history to ensure continuity of service.
• Usage Data: Basic information about how you interact with the client portal (pages visited, actions taken) for operational and security purposes.

• To create and manage support tickets on your behalf.
• To communicate with you regarding your support requests via email.
• To facilitate authorized remote support sessions.
• To generate invoices and process payments via Stripe.
• To maintain records of work performed for billing accuracy and dispute resolution.
• To improve our service quality and response processes.
• To comply with legal obligations.

We use a dedicated email delivery system to send and receive transactional emails related to your support tickets. These include ticket confirmation emails, status updates, and technician responses.

By submitting a support request or providing your email address, you consent to receiving service-related emails. You may not opt out of transactional service communications while an active support relationship exists, but you may request that we minimize contact to only essential communications.

Remote sessions using our remote support tool are only initiated with your explicit consent. You must provide the technician with your client ID and grant access. You may terminate the session at any time by closing the remote support application.

We do not record remote sessions unless you have been explicitly informed and have consented to recording.

Payments for IT support services are processed via Stripe. When you click a payment link, you are directed to Stripe's secure checkout. my-IT SUPPORT does not have access to your full payment card details. Stripe's privacy policy governs the handling of your payment information: stripe.com/privacy.

We retain records of invoice amounts, payment status, and Stripe transaction references for accounting and dispute purposes.

We do not sell, rent, or trade your personal information. We may share information in the following limited circumstances:

• Service Providers: We use Stripe for payment processing and an email delivery system for communications. These providers access only the data necessary to perform their services.
• Legal Requirements: We may disclose information if required by law, court order, or government authority.
• Business Protection: We may disclose information to protect the rights, property, or safety of my-IT SUPPORT, our clients, or others.

We retain support ticket records, time entries, and related communications for a minimum of three (3) years to support billing accuracy, warranty obligations, and dispute resolution. You may request deletion of your personal contact information at any time, subject to any legal retention requirements.

We implement reasonable administrative, technical, and physical security measures to protect your information. Access to client data within our platform is restricted to authorized personnel. However, no method of transmission over the internet is 100% secure, and we cannot guarantee absolute security.

You have the right to:

• Request a copy of the personal information we hold about you.
• Request correction of inaccurate information.
• Request deletion of your personal information (subject to legal retention requirements).
• Object to processing of your personal information in certain circumstances.

To exercise these rights, contact us at support@help.my-it.support.

We may update this Privacy Policy from time to time. We will notify active clients of material changes via email. Continued use of our services following notice of changes constitutes acceptance of the updated policy.

If you have questions or concerns about this Privacy Policy, please contact us at: