🔒 Privacy Policy for TLC Helpdesk Customer Support
Effective Date: December 6, 2025
Last Reviewed: December 6, 2025
This Privacy Policy describes how TLC- HELPDESK ("TLC Helpdesk," "we," "us," or "our") collects, uses, shares, and protects the personal data you provide when using our customer support ticketing platform (the "Platform").
1. Data Controller
TLC Helpdesk is the data controller responsible for the processing of your personal data collected through the Platform.
Contact Details:
| Detail | Information |
|---|---|
| Legal Entity Name | [Insert Your Company's Legal Name] |
| Address | [Insert Your Physical Address] |
| Data Protection Officer (DPO) | [Insert DPO Name or Department, e.g., Privacy Office] |
| Email for Privacy Requests | [Insert Dedicated Privacy Email Address, e.g., privacy@tlchelpdesk.com] |
2. Information We Collect
We collect information necessary to provide efficient and effective customer support and to comply with our contractual obligations. This information falls into the following categories:
A. Information You Provide Directly
This is information you submit when creating an account, logging a ticket, or communicating with our support agents:
| Category of Personal Data | Specific Data Points Collected | Purpose of Collection |
|---|---|---|
| Identifiers | Full Name, Email Address, Phone Number, Customer ID/Account Number, User ID, Company Name. | To create and manage your support account, verify your identity, and ensure accurate communication. |
| Support Content | Description of the issue, text of communications (chat logs, email exchanges), attachments (screenshots, system logs, error messages, documents), Ticket History. | To diagnose, troubleshoot, and resolve the issue for which you requested support. |
| Feedback/Ratings | Customer Satisfaction (CSAT) scores, qualitative feedback, survey responses. | To monitor and improve the quality of our customer service and agent performance. |
B. Information Collected Automatically
When you access and use the Platform, we automatically collect certain technical and usage data:
| Category of Personal Data | Specific Data Points Collected | Purpose of Collection |
|---|---|---|
| Technical/Usage Data | IP Address, Device Type, Operating System, Browser Type, Access Times, Pages Viewed, referring web page. | To maintain the security of the Platform, analyze system performance, and improve the user experience. |
| Cookies & Tracking | Data collected via essential cookies to maintain your login session. | For authentication and security purposes (strictly necessary). |
3. How We Use Your Information (Purposes of Processing)
We process your personal data for the following specific purposes:
| Purpose of Processing | Legal Basis (GDPR/EU requirement) |
|---|---|
| Providing Support Services | Performance of a Contract: To fulfill our contractual obligation to provide technical support as per our service agreement with you. |
| Account Management | Legitimate Interests: To manage your account, authenticate you, and ensure system integrity. |
| Service Improvement | Legitimate Interests: To analyze aggregated data to identify trends, improve our support articles (Knowledge Base), and enhance the efficiency of our service delivery. |
| Legal Compliance | Legal Obligation: To comply with legal processes, regulatory requirements, or lawful requests from public authorities. |
| Security & Fraud Prevention | Legitimate Interests: To protect against fraud, system abuse, and unauthorized access to your account or our systems. |
| Quality Monitoring (e.g., recorded calls/chats) | Legitimate Interests / Consent: Where support calls/chats are recorded, either based on our legitimate interest in training and quality assurance, or with your explicit consent (where required by law). |
4. Sharing and Disclosure of Your Personal Data
We only share your personal data with the following categories of recipients and only when necessary:
TLC Helpdesk Internal Teams: Shared internally with necessary departments (e.g., Engineering, Product Development) to resolve complex technical issues or identify bugs in our product/service.
Service Providers (Processors): Trusted third-party vendors who perform services on our behalf, such as:
Cloud hosting providers (for data storage).
IT system providers (for security and infrastructure maintenance).
CRM software providers (the platform itself, if not proprietary).
Analytics providers (for performance metrics).
We require all Service Providers to protect your data under strict confidentiality agreements.
Legal & Regulatory Authorities: When required by law, such as to respond to a subpoena, court order, or other lawful governmental request.
Business Transfers: In the event of a merger, acquisition, or sale of assets, your data may be transferred to the new entity. We will notify you via email or a prominent notice on our platform if this occurs.
We do not sell your personal data.
5. Data Security and Retention
A. Security Measures
We have implemented appropriate organizational and technical security measures designed to protect the personal data we process. These measures include [Insert 1-2 examples, e.g., encryption of data both in transit and at rest, strong access controls, and regular security audits]. While we strive to protect your data, no security system is impenetrable, and we cannot guarantee the security of our system.
B. Data Retention
We retain your personal data for as long as your customer relationship with TLC Helpdesk is active and for a reasonable period thereafter as necessary to:
Fulfill the purposes outlined in this policy.
Comply with our legal and financial obligations (e.g., tax and accounting records, typically [Insert time, e.g., seven years]).
Resolve disputes and enforce our agreements.
Once data retention requirements have been met, we will securely delete or anonymize your personal data.
6. Your Data Protection Rights
Depending on your location (e.g., EU, UK, California), you may have the following rights regarding your personal data:
| Right | Description | How to Exercise |
|---|---|---|
| Right to Know/Access | The right to request copies of the personal data we hold about you. | Email: [Privacy Email Address] |
| Right to Rectification | The right to request that we correct any information you believe is inaccurate or incomplete. | Update your account profile or submit a request to [Privacy Email Address]. |
| Right to Erasure | The right to request that we delete your personal data, subject to certain exceptions (e.g., legal hold). | Email: [Privacy Email Address] |
| Right to Object/Opt-Out | The right to object to the processing of your personal data, especially for marketing. | Email: [Privacy Email Address] |
| Right to Restriction | The right to request that we restrict the processing of your personal data under certain conditions. | Email: [Privacy Email Address] |
To exercise any of these rights, please contact us at the dedicated email address listed in Section 1. We will verify your identity before processing your request.
7. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new policy on this page and updating the "Effective Date" at the top. We encourage you to review this policy periodically.
8. Contact Us
If you have questions or concerns about this Privacy Policy or our data practices, please contact our Data Protection Officer at:
Email: tlc-support@ncst.edu.ph
Subject: Privacy Policy Inquiry