We value the relationship we have with our customers and are committed to responsible information-handling practices. We take great care in safeguarding your personal information and in complying with the best practices. atHand follows these privacy principles both online and offline in the collection, use, security, and sharing of customer information:
- NOTICE – When we ask for your personal information, we will tell you why we need it and what we will do with it.
- CHOICE – When we contact you for marketing purposes, we will let you know how to remove your name from future marketing efforts.
- SECURITY – We will use reasonable security measures to protect the personal information we receive from you.
- SHARING – When we share your information with other companies to help us provide our services to you, we will require them to comply with all applicable legal requirements regarding the privacy of your information.
INFORMATION COLLECTED BY atHand
We provide user support services to consumers using web-based tools and software as well as through telephone support of our users. These tools may include software that enables us to remotely access and control a user’s computer with their permission. We require certain information and permissions from you to provide the Services.
Some information we collect may be provided by the user directly such as when requested by a form or on the phone by a technician. Other technical information might be collected or accessed by or through our diagnostic and related tools as our computers work with yours to provide the Services.
We will ask you when we need information that personally identifies you (“personal information”) or allows us to contact you. In order to use the Services, the user must first typically register or provide certain identifying information. For online registration, we ask you to provide contact details (such as First and Last name, E-mail address, Postal address, Personal identifier etc.). atHand uses this information to contact you regarding the product and/or services you have requested. This includes re-registration/renewal notifications, special offers, and surveys on improving our Services.
If you register for the Services, atHand may collect credit card information, and other payment information. Like many companies, atHand may use third party payment processing, payment gateways transactions to process and verify credit cards on our behalf. atHand uses payment information to complete your transactions.
COMPUTER AND SYSTEM INFORMATION
SUBSCRIBER (USER) COMPUTER INFORMATION
We may also ask for information related to your (user) computer to provide the Service. As examples, this information may include:
- Information about the date of purchase of your computer,
- Type of computer
- Identification number of your computer
- Make and model of your computer and/or any computer hardware,
- Software installed or peripherals attached to it,
- Condition of the computer,
- System and registry data about software installations and hardware configurations, and error tracking files.
Generally, this information is required to provide personalized technical support to you, and to help us update our support tools and enhance our supported products lists.
While requesting support you may request for the problem to be resolved by enabling atHand technicians to have access to and take control of your computer. atHand uses software tools which enable you to grant control of your computer to an atHand technician remotely over the Internet. This allows the atHand technician to diagnose or correct problems without ever coming to the location of your computer.
atHand does not use the Remote Access software to access and control your computer without your consent and we request that you remain present when our technicians are doing so.
atHand technicians are trained in the use of this software and we take steps to limit access to confidential or sensitive information stored on user computer or network, avoid deliberate destruction of information on user computers or networks, and help avoid system problems. atHand maintains specific internal policy and technical controls to limit how and whether our remote access tools may be used to assist you.
LIVE HELP SESSION RECORDS:
atHand reserves the right to monitor and record on-line and off-line sessions between users and atHand technicians for quality control and service-related purposes. Some uses of this type of information include improving the Service, building a support knowledge base and conducting internal market research. We do not correlate session record data used for these purposes with personal information.
As part of your interaction with atHand, we may collect personal information such as:
- Contact information, including name, mailing address, phone number and e-mail address.
- Purchase information, including credit card number, billing and/or shipping information.
We may also collect demographic information, including age, personal interests, and product preferences.
While shopping or taking advantage of services available from us, we may ask that you provide personal information. For example, we may request and/or collect personal information when you:
- Schedule an appointment for services
- Purchase products or services
- Set up an account online
- Participate in a sweepstakes, promotion or survey
- Contact us with a question or concern
- Participate in other activities with atHand
USES OF YOUR PERSONAL INFORMATION
We use the personal information you provide for purposes including, but not limited to:
- Fulfilling requests for products, services or information
- Tracking and confirming online orders
- Providing customer services
- Administering sweepstakes, promotions or surveys
- Offering new products and services
- Improving the effectiveness of our websites, our marketing endeavors and our services and offers
- Conducting research and analysis
- Sending marketing communications
- Performing other business activities as needed, or as described elsewhere within this Policy
PERSONAL INFORMATION PROVIDED TO atHand FROM THIRD PARTIES
information From/About Friends or Family
If you provide us information about others, or if others give us your information, we may store that data and will only use that information for the specific reason it was provided. Examples include e-mailing our weekly ad to a friend, and e-mailing friends a link to your Wish List.
Information from Third Parties
atHand obtains consumer information from third party providers in order to improve the accuracy of our customer database, increase our understanding of our customers, or to identify potential customers.
We use a single sign-on service that allows you to sign into your account using your third-party social networking login credentials such as your Facebook or Twitter accounts. This allows you to link your existing social network profile to your account. Once connected, you will be able to post content on the third-party site and interact with your friends. You may also access certain profile information from your third-party social network profile such as friends, profile picture, etc.
SHARING PERSONAL INFORMATION
In addition, atHand may share customer information with certain third parties such as our agents, service providers and other representatives acting on our behalf for limited purposes. For example, we may share personal information with third parties to perform services on our behalf such as:
Sending atHand marketing communications
Scheduling and performing installations
Fulfilling subscription services
Conducting research, analysis or administering surveys
Sending regular mail and e-mail on behalf of AtHand
Processing credit card payments
Providing chat functions
atHand may also share your personal information with companies who have referred you to atHand for goods and services or have allowed atHand to have a presence on their websites.
We may also share aggregated data with third parties for analysis and research purposes. This data does not contain name, address or other personally identifiable information.
From time to time, we may be required to share personal information in response to a valid court order, subpoena, legal proceeding, government investigation, or as otherwise required by law.We may also transfer personal information in the event of a corporate sale, merger, acquisition, dissolution, or similar event. You will be notified via e-mail and/or a prominent notice on our applicable website(s) of any change in ownership, as well as any choices you may have regarding your personal information.
Any personally identifiable information you submit on a bulletin board, blog, chat room, comment about a product, or any other public forum on this website can be read, collected, or used by other users of these forums, and could be used to send you unsolicited messages. We recommend that you do not provide your name, e-mail address or any other personal information. Please note that if you choose to do so, it is at your own risk and you accept full responsibility for those posts and any consequences that may arise from posting this information. Upon your request, we will endeavor to remove content or personal information posted by you from our bulletin board, blog, chat room, community forum, comment about a product, or any other public forum on this website or any of our online services, online applications or mobile applications. In some cases, we may not be able to remove your content or personal information, in which case we will let you know if we are unable to do so and why. Please note: Even if we are able to anonymize or make your content or information no longer visible, removal does not ensure complete or comprehensive removal of your content or personal information from the internet as third parties may retain screen shots of atHand web pages (e.g., cache files).
Some of our pages utilize framing techniques to serve content to/from our partners while preserving the look and feel of our site. Please be aware that you are providing your personal information to these third parties and not to www.atHand.co
CHOICES REGARDING YOUR PERSONAL INFORMATION
atHand communicates with our customers through multiple channels and vehicles to keep you up-to-date on promotions, offers, customer experience content and new products or services.
Once you provide your personal information, we may contact you through direct mail, e-mail, or phone. We may continue to communicate with you through these channels unless you request to stop receiving these communications by opting out. Before sending you mobile marketing (e.g., text messages), we will require your express consent by requesting that you opt in.
If you no longer wish to receive these communications, let us know by using whichever of the following methods is appropriate under the circumstances
Follow the directions on an e-mail or direct mail marketing communication you receive from us.
Send an e-mail with your request and current contact information to: PrivacyManager@atHand.co
For mobile marketing, you may opt out by following the instructions provided in the text messages you receive.
If you send an e-mail, please be sure to include your full name, address, phone number, and e-mail address, as well as the specific changes you would like to make. This will ensure we correctly identify you in our systems and accurately process your request. AtHand will take the appropriate steps to modify your preferences with respect to our marketing communications. Due to production, mailing, and system timelines, it may take some time to process your request. The following guidelines are provided for your convenience:
15 business days for e-mails
Until your requested change takes effect, you may still receive marketing communications from us. If you send us your request by regular mail, please allow extra time for us to receive and process your notice.
Although you may have opted not to receive marketing communications, you may still receive business-related communications such as appointment confirmations, repair status communications, or other organization-related communications.
UPDATING YOUR PERSONAL INFORMATION
atHand wants your personal information to be accurate and complete. We provide several different methods for you to update your personal information. To update your name, address, phone number, and/or e-mail information, or deactivate your account, send a request to: info@atHand.co
If you send an e-mail, please be sure to include your current information and the requested changes. We will respond to your request within 40 days.
We will retain your information for as long as your account is active or as needed to provide you services. We will retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.
SECURITY OF YOUR PERSONAL INFORMATION
Whether you are receiving services, shopping online, we use reasonable security measures to protect the confidentiality of personal information under our control and appropriately limit access to it. atHand cannot ensure or warrant the security of any information you transmit to us by e-mail, and you do so at your own risk.
Please note: While atHand is able to protect personal information that is provided during the course of business, atHand cannot take responsibility for data loss on the products or systems serviced. You will need to ensure your data has been removed or backed up in order to safeguard this information.
atHand offers remote access service to assist in diagnosing and resolving system issues. This process allows a atHand Agent to remotely access your computer to determine the problem and either repair it or provide advice on what options are available to fix the issue. By taking advantage of this service, you are giving permission to a atHand Agent to log into your computer, which may contain personal information. An atHand Agent will only search your computer to determine the cause of the problem and will attempt to limit their interaction with your files to a minimum. It is your responsibility to ensure all of your files, especially those containing personal information, are secure to prevent any type of data loss or corruption.
Safe Shopping Policy on atHand.co
We use a variety of information security measures to protect your online transactions with us. The atHand website uses encryption technology to protect information you submit via our website such as order information including your name, address, and credit card number.
Choosing a Personal Password on atHand.co
When you create an account on atHand.co you are required to establish a password. To maximize your level of protection, you should choose at least 6-30 characters, using a combination of both letters and numbers. You are solely responsible for maintaining the secrecy of your password and account information. You have the ability to purchase on our site without creating an account; however, you will need to reenter your personal information each time you use our site in order to make a purchase.
ONLINE COOKIES, OTHER TRACKING TECHNOLOGIES, CLICKSTREAM TECHNOLOGY, AND INTEREST-BASED ADVERTISING
Cookies and Other Tracking Technologies
atHand also uses technologies such as Web beacons, tags, and scripts (“Tracking Technologies”) alone or in conjunction with cookies to compile information about customers and website visitors. atHand uses Tracking Technologies to operate and improve the atHand website.
You may choose to set your Web browser to not accept cookies.
Our websites and mobile applications are not designed to respond to “do not track’ requests from browsers.
Our Web server automatically collects clickstream information such as the address (or URL) of the website that you came from before visiting our site, which pages you visit on our site, which browser you used to view our site, and any search terms you may have entered on our site, among other things.
Our website may also use other technologies to track which pages our visitors view. This anonymous clickstream data provides our customers with a better, more secure shopping experience and helps AtHand understand how visitors use our website. We may combine this automatically collected information with other information we collect about you. We do this to improve services we offer you and improve website functionality.
Social Media widgets
Our website includes Social Media Features, such as interactive mini-programs that run on our website. These Features may collect your Internet protocol address, which page you are visiting on our website, and may set a cookie to enable the Feature to function properly. Social Media Features and Widgets are either hosted by a third party or hosted directly on our website. Your interactions with these Features are governed by the privacy statement of the company providing it.
COLLECTION OF CHILDREN’S PERSONAL INFORMATION
We are committed to protecting the privacy of children. We do not knowingly collect personal information online from children under the age of 13.
CONCERNS ABOUT THE PRIVACY OR SECURITY OF YOUR PERSONAL INFORMATION
Please contact our Privacy Manager to report a known or suspected privacy or security breach or to submit privacy or security-related questions or complaints. After receiving your inquiry, we will respond within five business days. You may contact us by sending a communication to: info@atHand.co
If we make any material changes, we will notify you by e-mail (sent to the e-mail address specified in your account) or by means of a notice on this Site prior to the change becoming effective.
Last revision date: January 30, 2016