This Products and Services Privacy Policy (“Policy”) describes the information that AV MSP and its subsidiaries and affiliates (collectively, “AV MSP”, “we”, “our”, or “us”) collect, use, share, and store about you through the services we offer as defined in AV MSP Terms and Conditions (the “Services”). In doing so, we are committed to protecting and respecting your privacy and personal data, in accordance with applicable data protection and privacy rules. In the interest of clarity, we confirm that we do NOT sell or rent or your personal data to any third party. Data is collected and utilized by AV MSP solely for the provision of the Services.

In this Policy, personal information means information relating to an identified or identifiable natural person. An identifiable person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, and online identifier or to one or more factors specific to his/her physical, physiological, genetic, mental, economic, cultural or social identity. The use of information collected through our Service shall be limited to the purpose of providing the Service for which the Subscribers has engaged. Subscribers to our Services are solely responsible for establishing policies for and ensuring compliance with all applicable laws and regulations, as well as any and all privacy policies, agreements or other obligations, relating to the collection of personal information in connection with the use of our Services by individuals (also referred to as “data subjects”) with whom our Subscribers interact. If you are an individual who interacts with a Subscriber using our Services, then you will be directed to contact our Subscriber for assistance with any requests or questions relating to your personal information.

We collect information under the direction of our Subscribers and have no direct relationship with individuals whose personal information we process in connection with our Subscriber’s use of our Services. If you are an individual who interacts with a Subscriber using our Services (such as a customer of one of our Subscribers) and would either like to amend your contact information or no longer wish to be contacted by one of our Subscribers that use our Services, please contact the Subscriber that you interact with directly.

This privacy policy was last updated on January 15, 2024. We may change it from time to time, so please check back regularly to keep informed of any updates.

By using the Services, you are accepting and consenting to the practices described in this policy, now and as amended by us.

We collect the following categories of information:

Information you give us:

Account and Registration Information:
We ask for and may collect personal information about you such as your name, address, phone number, email address, instant messaging ID, and credit card information, as well as certain related information like your company name and website name, when you register for an account to access or utilize one or more of our Services (an “Account”). We also ask for and collect personal information such as an email address and a name or alias from any individual that you authorize to log into and utilize our Services in connection with Your Account. We refer to any information described above as “Account Information” for the purposes of this Policy. By voluntarily providing us with Account Information, you represent that you are the owner of such personal data or otherwise have the requisite consent to provide it to us.

Other Submissions:
We ask for and may collect personal information from you when you submit web forms on our Websites or as you use interactive features of the Websites, including, participation in surveys, requesting customer support, or otherwise communicating with us.

Attendee Information:
We ask for and may collect personal information such as your name, address, phone number and email address when you register for or attend a sponsored event or other events at which any member of AV MSP Company participates.

Information That We Collect From You on our Websites:
We provide additional details about how we collect and use information from our public web sites in our Website Privacy Policy.

Geo-location data:
We may collect information such as zip code, area code, referrer URL, approximate location, and the time zone where our products and services are installed to provide our services and to assist you in case of troubleshooting.

Technical information from your network and devices:
We collect technical and diagnostic information about the devices in your evironment. For instance, we automatically collect the MAC address, maker name and model of your devices, up and down status, operating system version, unique device identifiers, device passwords, and the related software or configuration for that device. We also collect real time operating status of your network and its connected devices (i.e. network speed, IP addresses, device event information such as disconnections, system activity, hardware settings, the date and time of your requests) and the related diagnostics information. We may also collect counters of traffic data generated by each software application running on your endpoint and the destination / origin IP address and URL or domain such traffic goes to/comes from.

We may process information from your devices so that we can send you alerts when something relevant happens. We may also use this data as described below; for example, we may use the data in aggregated format for statistical and research purposes to show you how your network performance compares with other users in your area.

Environmental data:
We may collect data from sensors or devices which may be present in your network, such as data on whether something in the room is moving, temperature data, and the occurrence of smoke or CO alarms in order to deliver such information to you or to security services during the use of our products and services.

Collaboration and remote connectivity data:
One of the features of AV MSP is to provide you, or people enabled by you, to remotely connect to your hardware devices via secure sessions. For example, we could login remotely into the configuration page of a router or AV device. We do not view or access any of your devices remotely without prior authorization by you or from your support provider that has obtained your consent.

Information we may receive from other sources:
We may receive information about you if you use the Services. We work with third parties (including, for example, business partners, sub-contractors in technical and delivery services, advertising networks, analytics providers, search information providers) and may receiveninformation about you from them.

How does AV MSP use the information it collects?
We may use the information we collect to provide, develop and improve our products and services, such as for:
Providing you with products, services, or information you request, for example when you contact us for remote support and troubleshooting; making assessments and recommendations about products, services and safety; providing you with information our products and services or the required notices; customizing your experience when using our products and services; improving the products and services that we provide, such as by better tailoring our content to your needs and preferences; internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes; delivering marketing communications about AV MSP-related services, products or promotions and to measure or understand the effectiveness of marketing. We may use service providers to send these messages on our behalf, but we do not share your email address with any other third parties without your permission; detecting, preventing, and responding to fraud, intellectual property infringement, violations of law, or other misuse of the
products and services.

We may also combine or aggregate in anonymized or non-personally identifiable format any of the information collected through the use of the Services or elsewhere for any of these purposes and for research, statistical and business purposes.

In what circumstances does AV MSP share my data?
The following are the situations where we may share your data:
AV MSP partners and third party developers: We may share de-identified data for research statistical, and business purposes. Additionally, to improve  their software, hardware and services designed for use with our products and services, AV MSP may provide any such partner or third party developer with information that is relevant to that partner’s or developer’s software, hardware and/or services, as long as the diagnostic information is in a form that does not personally identify you.

Trusted partners working for AV MSP: AV MSP may occasionally use certain third party service providers to help us provide, improve, protect, and promote our services and to perform functions on our behalf. Examples include fulfilling orders, delivering packages, sending postal mail and e-mail, providing marketing assistance, processing credit card payments, and providing customer service. These third parties may access your information only to perform tasks on our behalf and in compliance with this Privacy Policy

Business Transitions: If we are involved in a merger, acquisition or sale of all or a portion of our assets, your information may be transferred as part of that deal.
Law & Order: We may disclose your information to third parties if we determine that such disclosure is reasonably necessary to (a) comply with the law; (b) protect any person from death or serious bodily injury; (c) prevent fraud or abuse of AV MSP or our users; (d) to enforce or apply our Terms of Use and other agreements; or (e) to protect the rights, property, or safety of AV MSP or others. Your data may be collected, processed and stored by AV MSP or its service providers where you or our servers reside. As a result, your data may be subject to legal requirements, including lawful requirements to disclose data to government authorities, in those jurisdictions.

How do the Services interact with third parties?
The Services allow you to interact with third party services. Any AV MSP products and services data that you choose to share with a third party is governed by that third party’s privacy policy while in that party’s possession. If you select a third party to share your information, we cannot control the collection, storage or sharing of information collected by that party. Always check the privacy policies for any company that collects your data and make sure you are requested to grant/deny permission to access your information. 

When you choose to connect third-party products and services through AV MSP products and services, you are shown details about proposed exchange(s) of data between AV MSP products and services and the third party that is providing the products or service. In some cases, AV MSP Services or the third party will instead (or also) ask for permission to control the products that you have connected. AV MSP products and services may receive and process information from third parties, and some of this information may be associated or stored with your AV MSP account

Any data that AV MSP products and services receives from third-party products and services will be processed and stored by us and will be treated in accordance with this privacy policy. This information may be processed in the same ways as any other data that is a part of your AV MSP account.

How and where does AV MSP process information?

AV MSP users residing in North America will have their information sent to AV MSP Cloud servers located in the United States when transmitting information in the United States.

To provide you with the Services when you are on the go, we may need to store, process and transmit information in locations around the world from where you are accessing our servicesincluding those outside your country. Those countries may not provide the same level of protection for your data as your home country, and may be available to the governments or agencies under a lawful order of those countries. Where this is the case, we will use reasonable efforts to try to ensure that your data is protected in accordance with this privacy policy.

How long does AV MSP save my data and how can I delete it?

AV MSP generally stores your data on AV MSP’s cloud servers for as long as you remain a AV MSP customer in order to provide you with AV MSP services and products and for legal compliance purposes. You can delete your personal data at any time by terminating your account or by writing to us at support@av-msp.com. We may retain de-identified data indefinitely. For personal information that we process on behalf of our Subscribers, we will retain such personal information in accordance with the terms of our agreement with them, subject to
applicable law.

How does AV MSP keep my information secure?

We take security seriously and care about the integrity of your data. We use administrative, physical, and technical safeguards to protect the confidentiality of personally identifiable information, including encryption, firewalls and SSL (Secure Sockets Layer). However, no information system can be 100% secure, so we cannot guarantee the absolute security of your
information. 

What are my rights?

At AV MSP we take our users’ rights into the highest regard. For this purpose, we align ourselves to the most advanced privacy regulations available. When in it comes to your Personal Data, we recognize, and commit to respect and enforce, the following rights:

The right to be informed: upon request we will provide you with information about whether we hold or process any of your personal information. To request this information please contact us at support@av-msp.com The right of access: as a user of our Services, you may access your personal data, at any time, by logging into the AV MSP Website and accessing your profile section.

The right to rectification: as a Subscriber of our Services, you may access and update or change your Account Information by editing them yourself from your profile area of the AV MSP Website. A Data Subject who seeks access to, or who seeks to correct or, amend inaccuracies in, or delete personal information stored or processed by us on behalf of a Subscriber should direct his/her query to the Subscriber (the data controller). Upon receipt of a request from one of our Subscribers for us to remove the data, we will respond to their request within thirty (30) days. The right to erasure: If you no longer wish to make use of our Services, you may erase your personal data from the Account area of the AV MSP Website. You may also exercise this right by making a request, in accordance with Data Protection Laws, by emailing support@av-msp.com.
The right to restrict or object processing: You retain the right to request us to refrain from or restrict our processing of your data for the purposes of marketing. To exercise such right, you may click the “unsubscribe” link in any non-transactional email or marketing email from us, update your preferences in your account, or contact us via email at support@av-msp.com. The right to data portability: You retain at all times the right to exercise your right of having your Personal Data exported and transferred – in a safe way – to another provider of Services similar to ours. You may exercise this right by making a request, in accordance with Data Protection Laws, by emailing support@av-msp.com. Any request related to your rights above, will be handled within thirty (30) days from the moment we receive such request.

Children’s Information
The Services are not directed to, nor do we knowingly collect information from, children under the age of 16. If you become aware that your child or any child under your care has provided us with information without your consent, please contact us at the contact information listed below.

Updates to this Policy
We may revise this privacy policy from time to time and will post the most current version on our website. Please check back frequently to see any updates or changes to this privacy policy. If a revision materially changes your rights, we will notify you and provide you with the opportunity to consent to such changes before applying them to that information.

Contact
If you have any questions, please contact us at support@av-msp.com.

This policy shall take effect upon publication. Compliance is expected with all enterprise policies and standards. Policies and standards may be amended at any time; compliance with amended policies and standards is expected.

If compliance with this standard is not feasible or technically possible, or if deviation from this policy is necessary to support a business function, entities shall request an exception through the Chief Information Security Officer’s exception process.

Submit all inquiries and requests for future enhancements to the policy owner at: colin@avmsp.com

This standard shall be subject to periodic review to ensure relevancy.

Date: 15 Jan 2024
Description of Change: Document Creation​
Reviewer : Colin Birney​