Privacy Policy

Counterpart Website Privacy Policy

1.0 Introduction

This privacy policy tells you about the information we collect from you when you use our website. In collecting this information, we are acting as a data controller and, by law, we are required to provide you with information about us, about why and how we use your data, and about the rights you have over your data. We also let you know our processing partners and their contracted processing of your data.

2.0 Who we are

We are Counterpart Solutions Ltd. Our address is Building 3, North London Business Park, Oakleigh Road South, London, N11 1NP, UK. You can contact us by post at the above address. You can contact us by email at dpo@counterpart.com. You can contact us by telephone on +44 (0)330 113 3088, quoting reference ‘privacy question’.

We have a Data Protection Officer, so any enquiries about our use of your personal data should be addressed to the email: dpo@counterpart.com.

We do not use the information you provide through our website to make any automated decisions that might affect you.

3.0 How we use your information

When you use our website

When you use our website to browse our products and services and view the information that we make available, cookies are used by us and by third parties to allow the website to function, to collect useful information about visitors and to help to make your user experience better.

Some of the cookies we use are strictly necessary for our website to function, and you will be presented with a prompt requesting your consent to enable those cookies. By giving your consent to the setting of our cookies you are giving us an opportunity to provide the best possible experience and service to you through our website. If you wish to deny your consent to the placing of cookies, certain features of the website may not function fully or as intended.

When you submit an enquiry via our website

When you submit an enquiry via our website, we ask you for your name, company name, contact telephone number and email address. We use this information to respond to your query, including providing you with any requested information about our products and services. We may also email you several times after your enquiry in order to follow up on your interest and ensure that we have answered your query to your satisfaction. We will do this based on our legitimate interest in providing accurate information prior to a sale. Your enquiry is stored and processed as an email which is hosted by Microsoft within the European Economic Area (EEA). It is also logged on our Microsoft Dynamics 365 CRM solution, which is a Microsoft cloud-based service hosted in the United Kingdom. Dynamics 365 CRM records are retained for a maximum of 180 days after the last contact with you.

When you purchase a product from our website

When you purchase products from us online, we use a data processing partner, Chargebee, to take payment. They will ask you for your name, company name, address, contact telephone number, email address and credit card information. We also record your IP (Internet Protocol) address, which is the address of your connection to the Internet. Chargebee will use your information to process your order and verify your credit card details for your purchase. Once verified they pass onto us only the contact information required to configure your user account and to send you your account and log-in information. We will also send you a receipt via email and we may use your telephone number to contact you regarding your purchase. We require this information to process your payment, deliver your products or services and fulfil our contract with you. We record your IP address in order to show that the correct tax was applied to the sale, which we are required to do by law. Your information is stored on Microsoft Azure cloud server, which is based within the European Union for EU customers and the USA for North American customers. Your credit card details are provided directly to Chargebee, and are not visible to, nor retained by, Counterpart. Chargebee uses Amazon’s RDS for database. Its automated backup feature is configured for RDS. It backs up data for up to 30 days. Chargebee configures Amazon RDS in Multi-AZ which provides enhanced availability and durability. Each AZ runs on its own physically distinct, independent infrastructure, and is engineered to be highly reliable. More details can be found at: http://aws.amazon.com/rds/mysql/#features. Chargebee is based in the USA and India and is certified to the EU-US Privacy Shield (which requires effective safeguards for your information). Chargebee is also a PCI-DSS Level 1 Service Provider. The Payment Card Industry Data Security Standard (PCI DSS) is a set of policies and procedures that have to be followed by the organizations that process, store or transmit card data. The PCI Security Standards Council is governed by the five major payment card brands – American Express, Discover Financial Services, JCB International, MasterCard, and Visa Inc. We keep your order information for an indefinite period, as the licenses we sell for our products do not expire unless otherwise stated within the license agreement.

When you sign up to receive our newsletter

When you sign up to receive our newsletter, we ask for your name and your email address. We will ask for your consent to use your name and email address to email you our newsletter which contains information about our products and other information which we feel might be of interest to you. You can withdraw your consent at any time by unsubscribing to the mailing or by contacting us at dpo@counterpart.com and we will remove you from our newsletter distribution list.  We keep your personal data for an indefinite period and for as long as we produce and distribute our newsletter. If you withdraw your consent, we will mark your details so that they are not used and deleted where requested.

When you download a sample document

When you request to download a sample document, such as a white paper, we ask for your name, company name, job title and your email address. We use this information to email you a link to download the requested document. We may also email you after your download in order to follow up on your interest in our products and services. We will also ask for your explicit consent to contact you again in order to share details of our solutions and services. We will do this based on our legitimate interest in marketing our products and services  to interested prospects.

When you take part in feedback surveys

When you participate in providing feedback or in customer satisfaction surveys, we record your name, company name, email address, job title and your answers to questions we ask about your opinion of, and/or use of, our products and services. We use this information to develop and improve our products and services and to build on our customer relationships. Your personal data is stored for an indefinite period. You may ask us to remove a testimonial that is based on your feedback from our website at any time.

4.0 Your rights as a data subject

By law, you can ask us what information we hold about you, and you can ask us to correct it if it is inaccurate. If we have asked for your consent to process your personal data, you may withdraw that consent at any time. If we are processing your personal data for reasons of consent or to fulfil a contract, you can ask us to give you a copy of the information in a machine-readable format so that you can transfer it to another provider. If we are processing your personal data for reasons of consent or legitimate interest, you can request that your data be erased. You have the right to ask us to stop using your information if you believe we are not doing so lawfully. To submit a request regarding your personal data by email, post or telephone, please use the contact information provided above in the ‘Who are we’ section of this policy.

5.0 Your right to complain

If you have a complaint about our use of your information, we would prefer you to contact us directly in the first instance so that we can address your complaint. However, you can also contact the Information Commissioner’s Office via its website at www.ico.org.uk/concerns or write to it at: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. We regularly review and, if appropriate, update this privacy policy from time to time, as our services and use of personal data evolves. If we want to make use of your personal data in a way that we haven’t previously identified, we will contact you to provide information about this and, if appropriate, to ask for your consent. We will update this page each time it is changed.