Privacy

Who are we?

ToucanTech Ltd (“we”, “us”, “our”, “ToucanTech”) is a company registered in England and Wales (company number 08793687) with its registered office at Celixir House, Stratford Business & Technology Park, Innovation Way, Stratford-upon-Avon, Warwickshire CV37 7GZ, UK and its operational headquarters in London, UK. We service customers internationally but use English law as our governing law and abide by EU data protection legislation.

What do we do?

ToucanTech provides a cloud-based database and website software which organisations use to manage a range of communications and administrative activities. The ToucanTech system has been built with careful consideration to data management and security, in terms of both the functional design of the product and our processes for handling data.

ToucanTech is registered with the UK’s Information Commissioner’s Office (ICO) - reference ZA050337 - as a data processor to run our customers' databases and as a data controller for our own sales, marketing and customer support data.

This customer support website

We maintain this customer support website and corresponding database in order to give our customers a private community where they can access technical support guides, share ideas and suggestions, participate in training webinars and receive regular product updates, typically via a weekly email.

This website Privacy Policy

For the purposes of the General Data Protection Regulations (GDPR) and any subsequent UK legislation covering data protection, the data controller in this Policy is ToucanTech.

Most of our customers (but not all) choose to join the online support community by registering on this website and creating an online profile. Account registration for an online profile on any ToucanTech community site requires, at a minimum, a first name, last name, email address, and password (no pseudonyms). In both instances (customers with offline database records and customers with online profiles), we collect and store personal information (or “data”) about you. We are committed to protecting and respecting your privacy and this Policy sets out what information we collect about you, where and how we use (“process”) it.

This Policy relates specifically to data collected and processed for customer support purposes. We have other policies relating to data privacy:

The privacy policy on our company sales website
Our customer agreements, which cover our responsibilities for processing customers' data
Our internal information security policy

We may change this Policy from time to time. We will announce any significant changes on this website or by contacting you directly with the information. Please check this page occasionally to make sure you are happy with any changes.

If you have any questions about this Policy or concerning your personal information, please email us at info@toucantech.com.

What type of personal information we collect

The information we have about you depends on where we collect it, but may include:

Name
Email
Address
Photographs
Gender
Date of birth
Work/ Education history
Participation in our events, emails, competitions, surveys and other activities
Geo-location data (your geographical location based on your IP address)
Log-ins and activity on this website and other websites managed by ToucanTech
Consent options and communication preferences
Content (such as announcements, stories, photos, documents, comments, events, jobs) that you post on this website or other websites managed by ToucanTech, or that you provide to us by other means
Customer support, training and account management logs

Where we collect information from

We collect personal information when you:

visit this website or other websites managed by ToucanTech
create or update your online profile, log-in and interact on this website or other websites managed by ToucanTech
post content on to this website or other websites and social media sites managed by ToucanTech
take part in an event that we organise, such as a training webinar
attend a meeting with us and provide us with information
contact us in any way including online, email, phone, SMS, social media or post

How we use your information

We will use your personal information in a number of ways, always with a legal basis for processing your data. These may include:

providing you with the information or updates that you have asked for
logging your questions, requests or feedback so that we can track these interactions and respond to you
sending you communications that may be of interest, including invites to training events and product update newsletters
delivering our obligations under our contract between us
seeking your views on the services or activities we carry out, so that we can make improvements
recording some telephone support conversations for our internal training and monitoring purposes
sharing examples of the way you use your ToucanTech software ('best practice') with other organisations
updating our database records and ensuring we know how you prefer to be contacted
analysing your engagement with our website and other content to help us improve our services for you

Our legal basis for processing your information

The use of your information for the purposes set out above is lawful because one or more of the following applies:

you have given us your consent for the information to be used
it is necessary for us to hold and use your information to carry out our obligations under the contract entered into with you
it is necessary for our legitimate interests to hold and use your information and we are not impacting your privacy by doing so

Updating your consent preferences

If you have an online profile on this website, you can update your consent options by logging-in and clicking on “My Settings” in your profile - at the tope you'll see ‘Consent options’ where you will see a list of consents and the options “opt-in”, “opt-out” and “unspecified”.

If you click ‘unsubscribe’ at the bottom of one of our emails sent you will be automatically opted-out of these types of email communications in the future.

Please be aware that we will not be able to provide the full ToucanTech service or commit to meeting our obligations under our licence agreement with you if you do not read our customer update emails or stay abreast of our regular product enhancements.

If you want to speak with us about your consent preferences please contact the ToucanTech support team at support@toucantech.com

How we keep your information safe

We understand the importance of keeping your personal information secure and take appropriate steps to safeguard it.

Your data is stored on a dedicated, secure cloud server hosted by Amazon Web Services (AWS) in the EU with Industry standard firewalls, anti-virus, encryption and back-up methods in place, as well as strict data handling protocols.

We always ensure only authorised persons have access to your information, which means only our approved employees and contractors, and that everyone who has access is appropriately trained in data management.

If you have an online profile for this website you are responsible for keeping your login details (email and password) confidential and we ask that you do not share your password with anyone.

No data transmission over the internet can be guaranteed to be completely secure. So, whilst we strive to safeguard your information, we cannot guarantee the security of any information you provide online and you do this at your own risk.

Who has access to your information?

Third parties who provide services for us, for example our customer support ticketing and phone line provider. We select our third-party service providers with care. We provide these third parties with the information that is necessary to provide the service and we will have an agreement in place that requires them to operate with the same care over data protection as we do

Third parties if we run an event in conjunction with them. We will let you know how your data is used when you register for any event

Web hosting, email hosting, analytics and search engine providers that enable us to run our community database and improve our website and its use

Third parties in connection with restructuring or reorganisation of our operations, for example if we merge with another business. In such event, we will take steps to ensure your privacy rights will be protected by the third party

Other than this, we will not share your information with other organisations without your consent.

Keeping your information up to date

Please would you let us know if your contact details change. Online members can update your details directly by logging-in to the website and clicking on ‘My Settings’ under your profile. You can also update your details by contacting us at support@toucantech.com

Use of aggregated data

Where data can be aggregated and anonymised, we might use this for research purposes without restriction. For example, we may monitor traffic patterns, site usage, response rates and data trends to help make improvement to the website software. We are entitled to do this because the resulting data will not personally identify you and will therefore no longer constitute personal data for the purposes of data protection laws.

How long we keep your information for

We will hold your personal information for as long as you are a customer of ToucanTech and, thereafter, for as long as it is necessary for our audit, analysis and internal training purposes.

After you cease being a customer of ToucanTech, if you ask us to stop contacting you, we will keep a record of your contact details and limited information needed to ensure we comply with your request. If you ask us to remove your personal data from our database we will delete all the information we hold apart from your name and the dates that you attended [organisation] and archive your record in our database.

Your rights

You have the right to request details of how we use your personal information through making a subject access request - please contact info@toucantech.com to make such a request.

If you are not happy with the way in which we have processed or dealt with your information you can make a complaint to us by emailing info@toucantech.com. You can also contact the UK's Information Commissioners’ Office (ICO) - further details can be found here.

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With thanks,
The ToucanTech team

This Policy was last updated in October 2024