PRIVACY POLICY

Information you provide

Our incident-request form asks for your name, email address, affected website, problem description, urgency, and selected information about your hosting and access situation. Optional fields can include additional context about the incident. If you use live support, we process the messages you send and the responses from our operator.

Support chat uses an independent system called OpsDesk at opsdesk.securemywp.com. It creates a visitor session identifier so your conversation can continue after you close and reopen the chat. Technical services may also process routine connection and security information. Live-support visitor IP storage in the OpsDesk visitor database is disabled at launch.

Why we use it

We use submitted information to receive and assess your enquiry, communicate with you, provide services you request, maintain conversation continuity, and protect our systems against misuse. Providing information is voluntary, but without enough details we may be unable to respond or evaluate an incident.

Who can access it

Authorised service operators can access relevant enquiries and chat conversations. Cloud infrastructure, email-delivery and security providers may process limited information to operate these services. Depending on the provider, processing or storage can take place outside South Africa; we take reasonable steps to use providers with appropriate protections.

Retention and deletion

We keep enquiry and support information only for as long as needed to handle the request, follow up, secure our systems, and meet applicable legal or operational obligations. Active support conversations remain available while they are being handled; closed conversations are periodically reviewed and removed when no longer needed. We also review unused visitor sessions for removal. Where records must be kept for a lawful reason, we may retain the necessary portion for longer.

Your choices and rights

You may ask us to access, correct, or delete personal information, or raise a concern about our handling of it, subject to applicable law. For privacy questions or requests, use our Contact / Get Help page and identify your request as a privacy enquiry. South African users may also contact the Information Regulator about privacy concerns.

Important security guidance

Do not put passwords, one-time codes, recovery codes, private keys, API tokens, payment-card information, database dumps, or backups into the enquiry form or support chat. Any required access for an approved recovery engagement must be arranged through a separate secure process.

We may update this notice when our services or data-handling practices change. The published version will reflect the current approach.