Access limited to the work
Access is assigned to authorised personnel for their duties, with individual accounts, appropriate permissions and periodic review where the customer platform supports them.
Trust & security
Data Protection
How we approach the protection of customer information while delivering support, cloud and managed services.
Our approach to customer data
When SupportSages processes personal data on behalf of a customer, the customer determines the purpose of that processing and provides the instructions for the contracted service. We limit our access and processing to what is needed to deliver, secure, support and administer that service.
Depending on the service, this may include business contact details, usernames, support tickets, IP addresses, logs, system metadata and access records. The categories of data, systems involved and any additional controls for sensitive data are defined with each customer.
Safeguards in our services
The measures used depend on the work we perform, the customer environment and the capabilities of the relevant platforms.
Protected credentials
Privileged credentials are handled through approved vaults or secrets-management systems. Access methods are agreed with the customer for the systems involved.
Secure operations
Our service controls address managed devices, secure connections, patching, logging, change management, backup and recovery, as applicable to the service and platform.
Incident response
Our response process covers containment, investigation, remediation and communication with affected customers under the applicable agreement.
Processing agreements and providers
The applicable data processing agreement or service order sets out service-specific processing, responsibilities and security measures. Subprocessors, processing locations and any transfer arrangements are addressed with each customer.
Requests and end of service
We assist customers with requests about personal data we process on their behalf. At the end of a service, return or deletion of customer data follows the applicable agreement and any legal retention requirements. If your request concerns a customer's data, please contact that customer first.
Looking for more detail?
This page is an overview. For the terms that apply to your service, including a data processing agreement, contact our team. For information about personal data collected through this website, read our Privacy Policy.