Your Privacy Matters to Us

1. Introduction and Scope

RelayFix Support, Inc. ("RelayFix," "we," "our," or "us") is committed to protecting the privacy and security of personal information collected from our customers, website visitors, and service users (collectively, "you" or "users"). This Privacy Policy explains our practices regarding the collection, use, disclosure, retention, and protection of personal data in connection with our technical support services, website, and related platforms.

This Privacy Policy applies to all personal information processed by RelayFix Support in the course of providing services, maintaining our website, and conducting business operations. It applies regardless of how you interact with us—whether by phone, through our website, via email, or through third-party platforms.

By accessing or using our services, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy. If you do not agree with our practices, please do not use our services or provide us with your personal information.

This Privacy Policy is designed to comply with applicable data protection laws, including the General Data Protection Regulation (GDPR), the California Consumer Privacy Act (CCPA), the California Privacy Rights Act (CPRA), and other relevant privacy regulations in North America and internationally.

2. Information We Collect

We collect various types of information to provide, maintain, and improve our services, process transactions, communicate with you, and comply with legal obligations.

2.1 Information You Provide Directly

When you create an account, contact our support line, or use our services, you may provide:

• Identity Information: Full name, username, date of birth, government-issued identification numbers (when required for verification)
• Contact Information: Email address, phone numbers (mobile and landline), mailing address, billing address
• Account Credentials: Username, password, security questions and answers, authentication factors
• Payment Information: Credit card numbers, debit card information, bank account details, billing history, transaction records
• Technical Issue Details: Descriptions of technical problems, error messages, screenshots, device information related to support requests
• Communication Records: Call recordings, chat transcripts, email correspondence, support tickets, feedback and survey responses
• Business Information: Company name, tax identification numbers, business license information (for business accounts)

2.2 Information Collected Automatically

When you access our website or use our services, we automatically collect certain technical and usage information:

• Device Information: Device type, operating system and version, browser type and version, device identifiers (IMEI, MAC address, serial numbers), screen resolution, hardware specifications
• Network and Connection Data: IP address, internet service provider, geographic location (derived from IP address), connection quality metrics
• Usage Data: Pages visited, features used, time spent on pages, navigation paths, click patterns, scroll depth, referral sources
• Cookies and Similar Technologies: Cookie identifiers, local storage data, session tokens, analytics identifiers
• Performance Metrics: Load times, error reports, system performance data, crash logs

2.3 Information from Third-Party Sources

We may receive information about you from third-party sources, including:

• Payment processors and financial institutions (transaction verification, fraud detection)
• Identity verification services (background checks, authentication)
• Marketing and analytics partners (demographic data, interest categories)
• Public databases and data aggregators (contact information validation, business information)
• Social media platforms (if you choose to connect your social media accounts)

2.4 Sensitive Information

We do not intentionally collect sensitive personal information such as Social Security numbers, health information, biometric data, or information about racial or ethnic origin, political opinions, religious beliefs, or sexual orientation. If such information is inadvertently provided during a support interaction, it is securely redacted from our records.

3. How We Use Your Information

We use the personal information we collect for legitimate business purposes, including:

3.1 Service Delivery and Support

• Providing technical support and troubleshooting assistance
• Routing calls to appropriate technicians based on issue type and expertise
• Accessing your devices remotely (with explicit consent) to diagnose and resolve technical issues
• Maintaining CRM records to provide personalized and efficient support
• Following up on unresolved issues and ensuring customer satisfaction
• Providing proactive notifications about system status, service updates, and potential issues

3.2 Account Management and Billing

• Creating and managing user accounts
• Processing payments and managing subscriptions
• Sending invoices, receipts, and billing notifications
• Detecting and preventing fraudulent transactions
• Managing refunds, chargebacks, and billing disputes

3.3 Communication

• Responding to inquiries, requests, and feedback
• Sending service-related notifications and updates
• Providing information about new features, services, and offerings
• Conducting customer satisfaction surveys
• Sending marketing communications (with your consent, where required)

3.4 Platform Improvement and Analytics

• Analyzing usage patterns to improve service quality and user experience
• Conducting research and development for new features and services
• Monitoring system performance and identifying technical issues
• Performing data analytics to understand customer needs and preferences
• Testing new features and conducting A/B tests

3.5 Security and Fraud Prevention

• Detecting, preventing, and investigating security incidents and fraudulent activity
• Verifying user identity and authentication
• Monitoring for unauthorized access and abuse of services
• Conducting security audits and vulnerability assessments

3.6 Legal Compliance and Protection

• Complying with applicable laws, regulations, and legal processes
• Responding to lawful requests from government authorities and law enforcement
• Enforcing our Terms of Service and other agreements
• Protecting our rights, property, and safety, and that of our users and the public
• Resolving disputes and enforcing legal claims

4. Legal Bases for Processing (GDPR)

For users in the European Economic Area (EEA), United Kingdom, and Switzerland, we process personal data based on the following legal grounds:

• Contractual Necessity: Processing is necessary to perform our contract with you (providing technical support services)
• Legitimate Interests: Processing is necessary for our legitimate business interests (improving services, fraud prevention, direct marketing) provided such interests are not overridden by your data protection rights
• Legal Obligation: Processing is necessary to comply with applicable laws and regulations
• Consent: You have provided explicit consent for specific processing activities (e.g., marketing communications, non-essential cookies)
• Vital Interests: Processing is necessary to protect your vital interests or those of another person (emergency situations)

You have the right to withdraw consent at any time where processing is based on consent, without affecting the lawfulness of processing based on consent before its withdrawal.

5. Information Sharing and Disclosure

We do not sell your personal information to third parties. We share personal information only in the following circumstances:

5.1 Service Providers and Business Partners

We engage third-party service providers to perform functions on our behalf, including:

• Cloud hosting and infrastructure providers (data storage, server management)
• Payment processors and financial institutions (transaction processing, fraud detection)
• Communication platforms (email delivery, SMS services, video conferencing)
• Analytics and monitoring services (website analytics, performance monitoring)
• Customer support tools (CRM systems, ticketing platforms, live chat software)
• Identity verification and background check services
• Marketing and advertising partners (email marketing, advertising campaigns)

These service providers have access to personal information only as necessary to perform their functions and are contractually obligated to maintain confidentiality and security.

5.2 Technicians and Support Personnel

Our vetted technicians receive access to information necessary to diagnose and resolve your technical issues, including device information, system configurations, and issue descriptions. Technicians are bound by confidentiality agreements and trained on data protection practices.

5.3 Legal and Regulatory Requirements

We may disclose personal information when required by law or in response to valid legal processes, including:

• Compliance with court orders, subpoenas, warrants, and other legal processes
• Cooperation with law enforcement investigations
• Response to government and regulatory requests
• Protection of our legal rights and enforcement of our Terms of Service
• Prevention of fraud, security threats, and illegal activity

5.4 Business Transfers

In the event of a merger, acquisition, reorganization, bankruptcy, or sale of assets, personal information may be transferred to successor entities. We will provide notice before your information is transferred and becomes subject to a different privacy policy.

5.5 With Your Consent

We may share your information with third parties when you have provided explicit consent for such sharing.

5.6 Aggregated and Anonymized Data

We may share aggregated, anonymized, or de-identified information that cannot reasonably be used to identify you, for purposes such as industry research, analytics, and marketing.

6. Data Security Measures

We implement comprehensive technical, administrative, and physical security measures to protect personal information against unauthorized access, alteration, disclosure, or destruction.

6.1 Technical Safeguards

• Encryption: Data is encrypted in transit using TLS/SSL protocols and at rest using industry-standard encryption algorithms (AES-256)
• Access Controls: Role-based access controls, multi-factor authentication for system access, regular access audits
• Network Security: Firewalls, intrusion detection and prevention systems, network segmentation, DDoS protection
• Secure Development: Security-focused software development practices, regular code reviews, vulnerability scanning
• Data Minimization: Collection and retention of only necessary personal information

6.2 Organizational Safeguards

• Background checks and security training for employees and contractors with access to personal information
• Confidentiality agreements and data protection policies
• Incident response and breach notification procedures
• Regular security audits and third-party security assessments
• SOC 2 Type II compliance and annual security certifications

6.3 Physical Safeguards

• Secure data centers with 24/7 monitoring and restricted physical access
• Environmental controls and redundant power systems
• Secure disposal procedures for physical media containing personal information

While we implement robust security measures, no system is completely secure. We cannot guarantee the absolute security of your information. If you have reason to believe that your account or personal information is no longer secure, please contact us immediately.

7. Data Retention

We retain personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law.

7.1 Retention Periods

• Active Account Information: Retained for the duration of your active account relationship with us
• Support Records and CRM Data: Retained for three (3) years after your last interaction with our services
• Call Recordings: Retained for ninety (90) days unless required for quality assurance, training, dispute resolution, or legal compliance
• Payment and Transaction Records: Retained for seven (7) years to comply with tax, accounting, and financial regulations
• Marketing Communications: Retained until you opt out or withdraw consent
• Website Usage Data: Retained for two (2) years for analytics and performance improvement purposes
• Legal and Compliance Records: Retained as required by applicable laws and regulations, typically between five (5) and ten (10) years

7.2 Deletion and Anonymization

Upon expiration of applicable retention periods, we securely delete or anonymize personal information. Anonymized data may be retained indefinitely for statistical and analytical purposes.

You may request deletion of your personal information at any time, subject to legal and contractual retention obligations. See the "Your Rights and Choices" section below for instructions on exercising this right.

8. Your Rights and Choices

Depending on your jurisdiction, you may have certain rights regarding your personal information.

8.1 Access and Portability

You have the right to request access to the personal information we hold about you and, in certain circumstances, to receive that information in a structured, commonly used, and machine-readable format (data portability).

8.2 Correction and Update

You have the right to request correction of inaccurate or incomplete personal information. You may update certain information directly through your account settings.

8.3 Deletion and Erasure

You have the right to request deletion of your personal information, subject to certain exceptions such as:

• Completion of transactions and fulfillment of contractual obligations
• Compliance with legal obligations and regulatory requirements
• Establishment, exercise, or defense of legal claims
• Fraud detection and security purposes

8.4 Restriction and Objection

You have the right to request restriction of processing or to object to certain processing activities, including:

• Processing based on legitimate interests
• Direct marketing communications
• Automated decision-making and profiling

8.5 Withdrawal of Consent

Where processing is based on your consent, you have the right to withdraw that consent at any time. Withdrawal does not affect the lawfulness of processing prior to withdrawal.

8.6 Do Not Sell My Personal Information (CCPA/CPRA)

We do not sell personal information as defined by the California Consumer Privacy Act. If our practices change, we will update this Privacy Policy and provide you with an opportunity to opt out.

8.7 Marketing Communications

You may opt out of receiving marketing communications by:

• Clicking the "unsubscribe" link in marketing emails
• Adjusting your account communication preferences
• Contacting us directly using the information provided below

Please note that even if you opt out of marketing communications, we will still send you service-related notifications necessary for account management and service delivery.

8.8 Exercising Your Rights

To exercise any of these rights, please contact us at:

• Email: [email protected]
• Phone: +1 917 294 8260
• Mail: RelayFix Support, Attn: Privacy Officer, 2219 Cedar St, Philadelphia, PA 19125

We will respond to verified requests within the timeframes required by applicable law, typically within thirty (30) days. We may require additional information to verify your identity before processing certain requests.

9. International Data Transfers

RelayFix Support is based in the United States. If you are accessing our services from outside the United States, please be aware that your personal information may be transferred to, stored, and processed in the United States and other countries where our service providers operate.

These countries may have data protection laws that differ from those in your country of residence. When we transfer personal information internationally, we implement appropriate safeguards, including:

• Standard Contractual Clauses approved by the European Commission
• Adequacy decisions recognizing equivalent data protection standards
• Binding Corporate Rules for intra-organizational transfers
• Consent for specific transfers, where appropriate

For more information about our international data transfer practices, please contact our Privacy Officer.

10. Children's Privacy

RelayFix Support services are not directed to individuals under the age of eighteen (18), and we do not knowingly collect personal information from children. If you are a parent or guardian and believe that your child has provided us with personal information without your consent, please contact us immediately. We will take steps to delete such information from our systems.

In jurisdictions where the age of digital consent is lower than eighteen (18), we comply with applicable local requirements.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements, or other factors. When we make material changes, we will:

• Update the "Effective Date" at the top of this Privacy Policy
• Provide prominent notice on our website
• Send email notifications to registered users (for significant changes)
• Request renewed consent where required by applicable law

We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information. Your continued use of our services after changes become effective constitutes acceptance of the updated Privacy Policy.

Previous versions of this Privacy Policy are available upon request.

Contact Information

If you have questions, concerns, or complaints about this Privacy Policy or our data practices, please contact us:

RelayFix Support, Inc.
Attn: Privacy Officer
2219 Cedar St
Philadelphia, PA 19125
United States

Email: [email protected]
Phone: +1 917 294 8260
Privacy Request Form: Available at tehsups.com/privacy-request

For users in the European Economic Area, you have the right to lodge a complaint with your local data protection authority if you believe we have not addressed your concerns adequately.