Monkey Tree Hosting Ltd (MTH, MTH Networks) fully understand the need to and the responsibility we have to protect and respect your privacy and look after your data; both personal and otherwise.
For clarity, MTH may be both data controller and data processor for your personal data; this can vary between scenarios, however can be either, or both.
Please be advised that this policy is subject to change, so please do return regularly to ensure you are aware of the latest details.
For clarity, MTH may be both data controller and data processor for your personal data; this can vary between scenarios, however can be either, or both.
Please be advised that this policy is subject to change, so please do return regularly to ensure you are aware of the latest details.
The Data Protection Law will change
On the 25th of May 2018, the new data protection law will come into force and this privacy notice explains clearly your rights under the new law as well as how your information is used.
Data protection law states that we are only able to process personal data if we have a valid reason to do so. The reasons for processing your data include, but are not limited to, performance of a contract, contacting you for customer service purposes, to enable billing and remittance and your consent.
On the 25th of May 2018, the new data protection law will come into force and this privacy notice explains clearly your rights under the new law as well as how your information is used.
Data protection law states that we are only able to process personal data if we have a valid reason to do so. The reasons for processing your data include, but are not limited to, performance of a contract, contacting you for customer service purposes, to enable billing and remittance and your consent.
How do we collect personal data from you and what type of data do we collect?
We receive information about you when you contact us by phone, email, support ticket, online live chat or otherwise in respect of our products and services; likewise, during the purchase of any product or service. We also collect information from yourself when you register a client account with us. Upon registering with us, we will ask you to provide contact information such as your name, address, telephone numbers, e-mail addresses, and payment information such as credit card number and expiration date or account number and sort code to setup a direct debit profile.
We may ask you to provide certain demographic information such as age, gender, special interests, etc. You do not have to provide this type of information to use our service if your do not want to.
If you contact us for customer support, we may also ask you for information about your operating system, software and other technical matters.
If you provide us with personal data about a third party, you submit that you have the authority and have obtained the express consent from the third party for the disclosure and use of their personal data.
Your personal data may be automatically collected when using our services, including but not limited to, device specific information, connection details within server logs, device event information, your IP address and location information. Upon visiting our website, we will capture your IP address, time of and duration of visit and time and duration of the pages on our website which you choose to view. We may tie this information to the personally identifiable information we have about you.
We receive information about you when you contact us by phone, email, support ticket, online live chat or otherwise in respect of our products and services; likewise, during the purchase of any product or service. We also collect information from yourself when you register a client account with us. Upon registering with us, we will ask you to provide contact information such as your name, address, telephone numbers, e-mail addresses, and payment information such as credit card number and expiration date or account number and sort code to setup a direct debit profile.
We may ask you to provide certain demographic information such as age, gender, special interests, etc. You do not have to provide this type of information to use our service if your do not want to.
If you contact us for customer support, we may also ask you for information about your operating system, software and other technical matters.
If you provide us with personal data about a third party, you submit that you have the authority and have obtained the express consent from the third party for the disclosure and use of their personal data.
Your personal data may be automatically collected when using our services, including but not limited to, device specific information, connection details within server logs, device event information, your IP address and location information. Upon visiting our website, we will capture your IP address, time of and duration of visit and time and duration of the pages on our website which you choose to view. We may tie this information to the personally identifiable information we have about you.
Where do we store your personal data?
All information you provide to us is stored on our secured servers within the UK. For backup purposes, this data may then be transferred and stored by a third party contracted to MTH, however kept strictly within the UK.
Transmission of information via the internet is not completely secure by its nature. On this basis, we cannot guarantee the security of your data transmitted to our site and this transmission of data is done so at your own risk. Once MTH have received the information, we have strict policies and procedures to mitigate unauthorised access as much as possible.
Any sensitive personal data is encrypted and protected to a further level; this includes, but is not limited to, card details and bank account details.
How do we use your data?
We will use your personally identifiable information only as follows:
- To process orders you have submitted to us
- To process payment for orders you have submitted to us
- To administer accounts and keep track of billing and payments
- To help us identify you and any accounts you hold with us
- To provide customer support
- To notify you about changes to our services and website
- To notify you about problems with your services
- To carry out our obligations arising from any contracts entered into between us
- To provide you with information regarding products or services you have purchased from us or requested repeat information about
- To inform you of service or pricing changes
- To customise your visit to our website or client area
Data Retention
Your personal data will be kept as long as you are an MTH client; we shall retain your data only for as long as necessary.
Once you are no longer an active client of MTH, your account will be marked as inactive and then kept for up to 7 years after you have cancelled services with us. If you purchase new or reactivate services with MTH within this timeframe, the clock is reset.
The reason personal information may be kept this long is due to our legal and/or accountancy requirements. We may also keep it for research or statistical purposes. Please be rest assured that your personal data will only ever be kept for necessary reasons and specific purposes as informed to you.
Your personal data will be kept as long as you are an MTH client; we shall retain your data only for as long as necessary.
Once you are no longer an active client of MTH, your account will be marked as inactive and then kept for up to 7 years after you have cancelled services with us. If you purchase new or reactivate services with MTH within this timeframe, the clock is reset.
The reason personal information may be kept this long is due to our legal and/or accountancy requirements. We may also keep it for research or statistical purposes. Please be rest assured that your personal data will only ever be kept for necessary reasons and specific purposes as informed to you.
Who has access to your personal data?
The access to your personal data varies depending on the services you hold with MTH. To ensure all is clear and easy to understand, we have grouped the information into products and services which we offer:
Domains
- Your data is used internally by MTH staff and systems for the purpose of billing, admin, support and service provisions. Some of your data will also be sent to the registrar which may be outside the EEA; this is limited to the contact details set on the domain on registration or update.
Web Hosting; including Shared Hosting, Virtual server, Dedicated server, Custom Architecture
- Your data is used internally by MTH staff and systems for the purpose of billing, admin, support and service provisions.
SSL Certificates
- Your data is used internally by MTH staff and systems for the purpose of billing, admin, support and service provisions. Your data, as the certificate owner, is also sent to the certificate authority for their authentication and use; this may be outside of the EEA.
Hosted VoIP
- Your data is used internally by MTH staff and systems for the purpose of billing, admin, support and service provisions. User data is shared with our VoIP infrastructure provider and kept in the UK.
ISP Connectivity Services
- Your data is used internally by MTH staff and systems for the purpose of billing, admin, support and service provisions. Personal Data & Address data are shared with various connectivity and infrastructure partners for the purpose of providing you with an installation and active service, identifying your property and communicating with an engineer and all suppliers data is kept within the EEA.
SIM Card Services
- Your data is used internally by MTH staff and systems for the purpose of billing, admin, support and service provisions.
Third Parties
MTH will never sell your personal data to third parties for any advertising or marketing activity.
MTH may pass your personal information to third parties for service provisioning on our behalf; this could be such aspects as, but not limited to, payment processing, wholesale infrastructure access. If this does happen, personal data will only be used as necessary to complete required processes such as service provisioning or payment transaction; MTH will always ensure your personal data is securely transmitted to strict MTH policy and not used for marketing or advertising services.
MTH work closely with a small number of third parties (including service providers, fraud prevention services and business parties) and we may receive information from them about you. Any personal data we receive may be linked to existing personal data we have and will be governed by this policy as if we have collected it.
MTH may share your data should it be acquired by a third party; in this scenario, your data would be classified as an asset of the business. If this situation were to arise, both parties would be sure to enter into appropriate confidentiality agreements prior to any exchange of data.
MTH may also share your data if under duty to do so to comply with any legal obligation or to protect the safety, rights or property of MTH, our clients, or others; MTH will always ensure your personal data is securely transmitted to strict MTH policy and your rights regarding personal data privacy protected.
We use GoCardless to process your Direct Debit payments. More information on how GoCardless processes your personal data and your data protection rights, including your right to object, is available at gocardless.com/legal/privacy/
We use Stripe to process your Credit / Debit Card payments. More information on how Stripe processes your personal data and your data protection rights, including your right to object, is available a https://stripe.com/gb/privacy
Your Rights
You have full control and decision on what, if any, personal data you provide to MTH; in choosing not to provide certain information, this may limit or restrict the services we are able to provide and also the level of support we’re able to provide. At all times, you can view, edit or delete your personal data through your MTH client area.
You have the right to be forgotten. You have the right to object to our usage or processing of your personal information as well as delete, remove or stop using it if there is no need for us to do so. Any request submitted will be taken seriously and reviewed; there are accounting and legal reasons why we would need to retain your personal data, however if you believe your personal data to be retained on an incorrect basis, please do inform us.
You can change your marketing preference from your MTH client area at any point in time; we will not use your personal data for marketing unless you have expressly given us your full consent to do so.
Accessing and updating your data
Data kept with MTH is fully accessible via your MTH client area; you must ensure you always update and maintain all your details accurately within this area, including but not limited to Name, email address, payment details, address.
You have the right to access all the information we hold about you; to request this at any point, please raise a support ticket requesting this and we will ensure the information is presented to you.
Data Breaches
In the event of a data breach, we will ensure that our obligations are met within required timeframes in accordance with the applicable data protection laws.
Children’s privacy
Our service is not available to anyone under the age of 18 years; we will not intentionally retain any information of anyone under the age of 18 years.
Links to other sites
MTH may, time to time, provide links to third party websites; due to the fact that we do not control these sites or have any impact on them, we strongly recommend reading their own privacy policy. Any information provided to these sites is not within our control and cannot be covered by MTH privacy policies.
Contact Us
If you have any comments of further questions about data privacy or your personal data, please raise a support ticket from your client area, or email [email protected] .
Your right to make a complaint
If you have any concerns about the way we handle or process your personal data, please do ensure you contact us in the first instance; we’re always on-hand to listen to your concerns and address and review our data processing procedures.
You also have the right to make a complaint about how we process your personal data to the Information Commissioners Office:
https://ico.org.uk/concerns/
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Tel: 0303 123 1113
