Terms of Use
Privacy Policy
GDPR Statement
Billing Policy

Terms of Use

Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our Privacy Policy govern HelpDesk247 relationship with you in relation to this website.

The term ‘HelpDesk247 ’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is: C-25 PKT-6, Kendriya Vihar-2, Sector-82 NOIDA India 201304

Our company is registered in India under limited liability act and is governed by the laws of the state. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • If you are under 18, you must inform a parent or guardian about HelpDesk247 ’s Terms and Conditions and Privacy Policy and they must consent to the Terms and Conditions and Privacy Policy before registering with HelpDesk247.
  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance, content and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website. The word “HelpDesk247” and the yellow HelpDesk247 character are both registered trademarks.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of Noida, India.

Privacy Policy

Policy Statement
This policy sets out how HelpDesk247  (‘the Company’) uses and protects any information that you give us when using this website or any of the Company services. It should be viewed in conjunction with the Company Terms of Use.

HelpDesk247 is committed to ensuring that your privacy is protected. This Privacy Policy contains information about collecting users’ Personal Data, products and services offered or performed by the Company and the manner of its processing. We respect the right to privacy of our customers, independent contractors, prospective employees, prospects, suppliers, end users and visitors utilising live chat services, provided by the Company and take reasonable steps to ensure all are familiar with the manner in which data provided is processed and transferred in relation to the communication services the Company provides.

This policy applies to anyone emailing or telephoning the Company or any visitors to our public websites, including HelpDesk247.com, or any of our customers’ websites (the ‘Sites’) upon which we deliver live chat or other HelpDesk247 services.

The acceptance of the terms of service for the use of any Company services or deciding on using or purchasing any product offered by the Company means accepting the Company Privacy Policy. If you disagree with any of the terms of this Privacy Policy, you should immediately cease the use of the Sites, or can contact us directly. This policy may vary from time to time so please check it regularly. Any significant changes to this policy will be clearly highlighted on this page.

Recourse, Enforcement and Liability
We are committed to subjecting all Personal Data received in accordance with the UK Government Data Protection Act 1998 (DPA) and also ensuring that data received about any European Union or Swiss national is handled in accordance with the EU General Data Protection Regulation (GDPR). If there is any conflict between the policies in this Privacy Policy and the DPA or GDPR policies, the GDPR shall prevail.

What information do we collect?
We may collect and process a variety of data about you (“Personal Data”) depending on which HelpDesk247 service or system you are using. These are highlighted below. The legal definition of Personal Data varies by location and only the legal definition that applies in your physical location will apply to you under this Privacy Policy.

The information we collect will be directly related to your business and may include personal and sensitive details, such as, but not limited to, the following:

  • Name, email, job title and contact numbers
  • Business address and payment/financial details
  • Business process information
  • Geo-location data – the Company may have access to geo-location data as indicated by your IP address. We collect and process IP addresses of all devices where some of our services are made available on (i.e. HelpDesk247 live chat services). Collecting and processing your geo-location data refers to mobile devices as well as computers.
  • Third party Personal Data. Depending on the Company products used/purchased we may collect or allow you to provide us with third party Personal Data. The information that we may collect is name, email address and other contact information. This may be done to allow you to provide access to certain products and systems to others within your organisation or to allow us to send information from our system to others on behalf of one of your live chat visitors or yourself.

We collect information about you to process your order, manage your account and, if you agree, to email or telephone you about other products and services we think may be of interest to you. We use your information collected from the website or through other correspondence methods during setup of your service to personalise your HelpDesk247 live chat service to your business based on the information you provide.

Website
In addition to live chat, we collect information when visitors voluntarily complete customer surveys, provide feedback and participate in competitions. Website usage information is collected using cookies.

Live chat services
We collect and process Personal Data provided by visitors who engage with us on any of our customers’ websites (the ‘Sites’) upon which we deliver live chat or other HelpDesk247 services.

Our main purpose of gathering Personal Data and users’ other information is to maintain and ensure safe and guaranteed services and fulfil our contractual obligations as a fully managed live chat service provider.

The data subjects that HelpDesk247 handles on behalf of the client (data controller) can be categorised as both current and potential customers, or Leads as defined in the HelpDesk247 Terms of Use.

The type of Personal Data being processed includes:

  • Name
  • Email
  • Telephone number
  • Address

HelpDesk247 processes Personal Data to the client only for the purpose for which it was collected.

HelpDesk247 will pass the data to the client in the form of a lead that defines the reason and context for which the data has been collected. It is the responsibility of the controller to ensure the data is used only for these purposes.

For HelpDesk247 to fulfil the contract performance, Personal Data of users to their website may be processed outside the EEA for legitimate interests in completing the terms of service.

How will we use the information about you?
The Company reserves the right to disclose Personal Data and other information relating to the user to third parties, natural persons or entities providing services to us or acting as our agents as part of our provision of the service (customer/support services, email, text messages providers, credit card/payment processing, or others).

We will not transfer your Personal Data originating in the EU and Switzerland to third parties unless we ensure such third parties are obliged to provide at least the same level of privacy protection to your Personal Data as required by the EU GDPR. We will only transfer data to our agents/third party service providers who need the information in order to provide services to or perform activities on behalf of the Company, and only for a purpose consistent with this Privacy Policy.

On your request we can provide you with a list of entities which may have access to Personal Data you provide us due to the fact that we cooperate with them and/or use their services. We ensure these entities have access only to this part of the data which is necessary for the proper service provision. The Company shall observe due diligence to make sure the processing of data disclosed to any entities is in compliance with our Privacy Policy and the currently effective law.

Personal Data can be disclosed to entities into which the Company is merged, or to which our assets, site or operations have been transferred. Mentioned entities will be able to use your Personal Information under the terms of this Privacy Policy. We will notify you if any of these events occur by updating this Privacy Policy and, if practically possible, via other means.

We will use your information collected from the website to personalise your repeat visits to our websites. The Company will not share or sell your information for marketing purposes with other companies. Our website includes features such as live chat and other social media features, such as the ‘Facebook Like button’ and widgets, such as the ‘Share This button’. These features may collect your IP address, which page you are visiting on our site, and may set a cookie to enable the feature to function properly. Live chat and other social media features and widgets are either hosted by a third party or hosted directly on our site. Your interactions with these features are governed by the privacy policy of the company providing it.

Security
We take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information. We have implemented a variety of technical and organisational measures to protect Personal Data from loss, misuse, unlawful processing, unauthorised access, disclosure, copying, alteration and destruction. These include limiting access to the databases to a limited number of authorised staff; access to the databases is password protected, ensuring all data is encrypted when in transit and where possible all data is encrypted at rest.

HelpDesk247 Live Chat Service Cookies

Cookies & Analytics
Cookies are text files placed on your computer to collect standard Internet log information and visitor behaviour information. This information is used to track visitor use of the website and to compile statistical reports on website activity. Overall, cookies help us to provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website. For further information visit www.aboutcookies.org or www.allaboutcookies.org.

Google Analytics cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited. You can opt out of Google Analytics, via their website.

Cookies are used while using HelpDesk247 Live Chat Services. The cookies enable us to quickly confirm the identity of a chat visitor and allow us to track the pages they have visited and if they have visited the site previously which allows our system to either greet them differently as a returning user or allows our chat operators to see what page they are currently on and which page they came from to offer the most effective service possible.

The cookies are used solely with the purpose of personalising the chat experience for a particular user. Users who remove cookies from their browser or who have not accepted them will not be treated as returning users or allow our operators to link any previous chats with the visitor.

We do not link the information we store in cookies to any Personal Data that is submitted by the visitor while they are on your site.

Children’s Personal Data
We do not knowingly collect personal information from anyone under the age of 13. If you become aware that we collect and process Personal Data of anyone under the age 13, please contact us at info@HelpDesk247.com. If you are under the age of 13, please do not submit any personal information through our Company websites or Sites where our services are used. We encourage parents and legal guardians to monitor their children’s Internet usage and to help enforce this Policy by instructing their children never to provide personal information through the websites or services.

Special Categories of Data
We do not request or require you to provide any special categories of Personal Data including for example genetic data, biometric data for the purpose of uniquely identifying a natural persona, or information relating to your racial or ethnic origin, political opinions, religious beliefs, trade union membership, physical or mental health, or sexual orientation. If we become aware of any such data having been submitted to us, we will, where reasonably practicable, endeavour to delete it.

Data Retention
The amount of time we hold your Personal Data will vary but shall be kept for no longer than is necessary for the purposes for which it is being processed. We will retain your Personal Data in accordance with the following criteria:

  • Independent Contractors –Any Independent Contractor profile that has not had any contact attempts from the Company for a period of 3 years will be ‘archived’. We are required to hold all Client results and assets you have delivered to us for a period 12 months, unless otherwise agreed with our Client. After this period all results and assets will be removed from our systems.
  • Live chat visitors – we may retain Personal Data securely to the extent required by applicable European Union law and for such period as required by law. The Company will ensure that Personal Data is processed only as necessary for the purpose requiring its storage and for no other purpose. Data may be stored as a secure backup for the time needed to secure (establish, investigate or defend) any claims that may arise due to the performance of the services. The company will only retain Personal Information relevant to the purposes for which the information is collected and will not use it in a way that is incompatible with such purposes unless such use has been subsequently authorised by the data subject.
  • Prospects & Commercial Requests – We will retain your Personal Data for as long as necessary to provide you with the information requested or with information similar to those that you have already enquired about, or until you opt out of receiving marketing communications.
  • Prospective Employees – CVs/job applications submitted to us will be reviewed by the HR team. If your application is not being progressed any further then all electronic details will be deleted and any paper copies will be shredded. This will be done within three days of the candidate being deemed unsuitable. For applicants that are not successful for the role applied for (or those that have sent in a speculative application), but are deemed of interest to the Company for other future roles, the Company will notify by email that this is the case. In these instances the Company will retain the Personal Data for a period of 6 months. After 6 months, your electronic details will be deleted and any paper copies will be shredded.

Access to your Information and Correction
You have the right to request a copy of the information we hold about you. If you would like a copy of some or all of your personal information, please email or write to us at the following address: HelpDesk247 , Block F 58 Vasant Vihar, New Delhi, India 110057

We want to make sure that your personal information is accurate and up to date. You may ask us to correct or remove information you think is inaccurate and we will process your request within 3 working days of your request being received.

If you decide to be removed from our system, we will respond to your request within 3 working days at which point your profile will be ‘archived’. This archival will retain some restricted Personal Data in order to respond to any requests, support or defend any claims, and provide evidence of financial transactions in accordance with statutory retention periods.

If you believe that any information we are holding on you is incorrect or incomplete, please email us on support@HelpDesk247.com. We will promptly correct any information found to be incorrect.

3rd Party Websites
Our website contains links to other websites. This privacy policy only applies to this website and the Company products and services, so when you link to other websites you should read their own privacy policies.

GDPR Statement

At HelpDesk247 we’re committed to data protection and compliance with all statutory, regulatory and contractual requirements. We’ve worked internally and with our suppliers to do what is necessary to protect the interests, property and information of both our own company and those of our clients against threats or loss.

We follow best practice and have carried out a DPIA (Data Protection Impact Assessment) as per Article 35 of the GDPR.

We work only with suppliers who provide best-in-class services and who are compliant with GDPR.

How does HelpDesk247 ensure live chat customers opt in?
The information we capture is volunteered by the chat visitor in response to requests by our live chat operators during the live chat engagement. As legitimate interest, visitors leave live chat with the expectation that their data will be used only by representatives of the website on which the chat took place to contact them about the subject they had explicitly discussed in chat and nothing else. Through direct instruction we process that data by sending it on to you so it can be processed like other personal data.

Where are our data and applications stored?

The data centres for our live chat software are located within the EEA in Frankfurt, Germany and also in Texas, USA.

Our live chat software is fully GDPR compliant across both data centres, with US Privacy Shield compliancy for the US data centre. All data is stored with the utmost security and transmitted with strong encryption in place. Data can be held on either servers within the EEA or US, according to client requirements.

How long do you hold chat data for?

All chat data remains archived in perpetuity unless a specific request is made to delete it from our production servers. HelpDesk247 has written processes in place to ensure personal data is deleted upon request.

Is that data ever moved out of the European Economic Area (EEA)?

All data remains either in the US or European data centres above and is processed by HelpDesk247 staff operating outside the EU.

Do you ever transfer data between data centres outside of the EU?

No, we do not.

Do you always inform me when my data is transferred?

If we were to transfer data outside of Europe, we would always inform you prior to proceeding.

Is data processed outside the EU?

Yes, we have an operations centres outside Europe.

Can I audit your security and technical measures on the protection of data?

Yes, subject to receiving notice and details of the audit.

Do you have a security breach notification process in place?

We have a Security Incident Response procedure available upon request.

Summary of the functions of the SIR procedure:

  1. Making sure that all staff understand how to identify and report a suspected or actual security incident.
  2. Advising the Incident Response Lead of an incident when they receive a security incident report from staff.
  3. Investigating each reported incident.
  4. Gathering, reviewing and analysing logs and related information from various central and local safeguards, security measures and controls.
  5. Documenting and maintaining accurate and detailed records of the incident and all activities that were undertaken in response to an incident.
  6. Reporting each security incident and findings to the appropriate parties. This may include the acquirer, card brands, third party service providers, business partners, customers, etc., as required.
  7. Assisting police and legal personnel during the investigation processes. This includes any forensic investigations and prosecutions.
  8. Resolving each incident to the satisfaction of all parties involved, including external parties.
  9. Initiating follow-up actions to reduce likelihood of recurrence, as appropriate.
  10. Determining if policies, processes, technologies, security measures or controls need to be updated to avoid a similar incident in the future. They also need to consider whether additional safeguards are required in the environment where the incident occurred.

Are your operations centres GDPR compliant?

Yes, we have contracts in place with all our operations centres to ensure they have the necessary processes and policies to be fully GDPR compliant.

What data controls and risk management processes do you have in place?

  1. All transmissions to and from our live chat software provider use well configured, strong encryption via TLS 1.2 or higher. All communication between our live chat software provider and our servers use strong encryption over TLS 1.2 protocol.
  1. HelpDesk247 operates all its servers from a public cloud infrastructure that is stored in a ISO 27001 certified and SAS 70 Type II and SSAE16 compliant data centre with a defined and protected physical perimeter, strong physical controls including access control mechanisms, controlled delivery and loading areas, surveillance and 24x7x365 guards. Only authorised representatives have access to the data centre premises.
  2. HelpDesk247 currently uses several of the security features available from our cloud provider to help us handle security directly on the system, including:
    • Rigid security groups to limit remote access to servers
    • DDOS detection and automatic blocking of sources generating unexpected traffic
    • Strong password policy.
  3. All our live chat software provider data centres are behind a number of security clearances, and there are always security guards on duty. Services are in compliance with theSSAE16 standard. Provider staff are granted access only in their respective fields and day-to-day work. They are also required to maintain confidentiality after departure from the company.
  4. Live chat software provider developers treat stored customer data with the highest level of security and care. Each piece of customer data is treated as personal and in need of standardised protection. Our live chat software provider has employed security policies which ensure safety of the data storage and transmission.
  5. All our live chat software provider connections are encrypted with 256bit SSL protocol. There is no expiration date on the stored data. The data will remain on their servers unless requested for it to be removed.
  6. We train our users to be aware of phishing attacks, we use a password policy in HelpDesk247 that enforces complex passwords and we use the HelpDesk247 role system to give access to administrators only to the information they require.

Do you currently adhere to Binding Corporate Rules?

We have BCR and Model Contracts in place with all our sub-processors not based within the EU.

Who can access my data, under what circumstances, and what can they see?

Supervisors/managers – have access to all chat data and transcripts in order to manage the day-to-day chat service in terms of maintaining quality assurance, KPIs, business performance and general adherence to standard operating procedures.

  1. Chat operators – have screen-only access to real-time and archived chat data and transcripts for a limited number of clients in order to communicate with website visitors and to process leads.
  2. IT developers – have access to all chat data to be viewed only in relation to trouble shooting or technical development.

All system access is tracked and stored in database logs. As part of their contracted terms of employment, all personnel sign a confidentiality clause and have regular and robust training procedures to ensure data protection awareness and compliance.

Billing, Cancellation and Refund Policy

Billing Terms

1. Recurring subscription charges are billed in advance, and usage charges in excess of the specified allowance are billed in arrears.
2. Payments are due 3 days after the receipt of Invoice.
3. Payment can be made by PayPal (Credit Card, Debit Card) or Wire or Bank transfer on or before due date indicated on invoice.
4. Additional $15 fee may apply to payments made by wire transfer.
5. Customer is responsible for payment of all charges for any services performed on their behalf by HelpDesk247.Online and its Agents.
6. Helpdesk247.Online reserves the right to request payment outside the regular billing cycle.
7. If bill is not paid after 10 days after the due date, a late fee in the amount of $10.00 or three percent (2%) of the unpaid balance, whichever is greater, can be applied to Client’s account. 8. For any billing issues, customers are welcome to email, us or use the contact form on our website.

Cancellation Policy

There are no contractual obligations. Customer is free to suspend/cancel the subscription without any notice after the service has been received.

Refund Conditions

1. HelpDesk247.Online is committed to delivering high-quality services to all our clients. We stand behind the quality of our services. Therefore, we offer a 7-day money-back guarantee on all of our packages.
2.In case you are dissatisfied with a service, please use the contact us form to request a refund within 7 days of payment.
3. Refunds will be payed out to the payment method that was used to pay the order.
4. Please allow 4-7 business days for the funds to appear in your bank account.
5. REFUND EXCEPTION: If refund request is made after 7 days of payment, we offer you a money back guarantee for the unused portion of the service only.