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Privacy Notice

This is our general notice to website visitors, prospects and contacts, and customers. Some of these notices may be superseded by our customer data processing agreement.

WHO WE ARE

We are a provider of IT services to businesses only (our clients).

We are Nexus Open Systems, based at Vale House, Pynes Hill, Exeter EX2 5AZ. For enquiries relating to data protection in our business, email our compliance manager on dataprotection@nexusos.co.uk, call 01392 205095, or discuss with your account manager.

Our company number is 3603046 and we are registered with the ICO as a data controller, number Z5891047.

THE TYPES OF PERSONAL DATA WE PROCESS

Related to website visitors and mailing list members
- IP address
- Name, email and job role
- Interaction/activity data and IP/location (clicks and views on emails and on our website, and where you are)
Related to the staff of our clients
- Name, contact and company information
- Role
- Correspondence, feedback and complaint data
- Links to quotes, invoices, tickets, projects and IT devices
- CCTV images
We also process, directly or incidentally, the data on our clients’ systems.

We provide data processing agreements in respect of our clients’ data and our clients’ customers’ data.

MONITORING COMMUNICATIONS

All written correspondence with Nexus is likely to be stored. This is principally to retain a record of what has been said, for the fulfilment of a contract, training, quality assurance, monitoring and also in our legitimate interest to defend ourselves against a future claim.

We may record voice calls, including those handled by an AI call agent, for the same reasons.

LEGAL BASIS AND PURPOSES

We will process personal data:

For the performance of a contract with our clients, to deliver a contract or service:
- To establish the credit-worthiness of the client
- To manage and perform that contract
- To process payments and recover debt
As necessary for our own legitimate interest or those of other persons and organisations, e.g.:
- To follow up on expressions of interest from potential clients, visitors to trade shows etc.
- To market our services to existing clients via email, telephone, post, social media and other direct methods
- To run and host events (based on which, we assume you have an interest in our products and services)
- To market our services to contacts at potential new business clients via email, telephone, post, social media and other direct methods
- To optimise our marketing, based on a profile of your use of our emails and website
- For the good governance of our business, accounting, operational review and internal audit
- For statistics and analytics on our sales and market
As necessary to comply with a legal obligation, e.g.:
- To comply with data subject requests under data protection law
- To keep adequate records mandated by law or regulation, such as tax and financial transactional data
- To detect and prevent fraud or unauthorised use
- For activities related to the prevention, detection and investigation of crime
Based on consent, e.g.:
- Marketing communication where we’ve asked for consent, such as for people who sign up for email via our website

Consent can be withdrawn, but this may then affect what we can do for you.

SHARING OF PERSONAL DATA

We have a register of sub-processors to whom we share data, dependent upon circumstances.

In addition, we may have to share personal data:

With courts, to comply with legal requirements, or for the administration of justice
In an emergency or to otherwise protect the interests of data subject(s)
If we restructure or sell our business or its assets, or merge with another business
With business consultants or other reputable advisers who may be appointed from time to time
If a client arranges with us to pass specific data to a specific third party, provided the client has the legal right to authorise the transfer

INTERNATIONAL TRANSFERS

The principal data used for our work is kept and processed in the UK or EEA as our first preference.

In order to provide the best possible service, some of our services and service providers (see list of subprocessors) process data outside of the UK and EEA. These transfers are conducted in compliance with the UK Data Protection Act 2018.

RETENTION PERIODS

Legal and regulatory requirements normally take precedence to determine the retention periods for data. For example, financial records such as invoices are kept by us for 7 years to honour HMRC requirements.

We keep email correspondence as a reference to support sales, projects and to defend ourselves against claims. Our default retention period for email correspondence is 5 years and 3 months, but may be more or less on a case-by-case basis.

We keep ticket correspondence for similar reasons, but anonymise the name attached to the ticket 5 years after activity ceases.

Retention periods for other data are based on a combination of factors:

Legal/regulatory stipulations
The basis of the processing, implying a timeframe of need for the data
Risks and benefits associated with storing and processing the data

AUTOMATED DECISION-MAKING AND PROFILING

We do not use automated decision making.

Our mailing system and website will profile your activity (clicks, pages visited). This will be used in a limited way, by our sales and marketing team, to assess your level of interest in our services and to tailor some marketing activity.

Limited call-handling decisions will be conducted by AI if you talk to our AI agent.

MARKETING PREFERENCES

In each marketing email we send, we will include a link to update your preferences. The options we offer will change over time, and we may periodically require you to confirm your details and preferences.

YOUR PERSONAL RIGHTS

To exercise these rights, please contact us using the details at the top of the page. Please note that these rights don’t apply in all circumstances.

You have the right to access personal data we hold about you. In the first instance, please contact us with a brief description of what you are seeking.
You have the right to have data corrected or updated, if it’s inaccurate or incomplete.
You have the right to have your personal data erased (the right to be forgotten).
You have the right to restrict processing of your personal data.
You can object to the processing of your personal data
You have rights to object to, or query, automated decision-making and profiling

You have the right to complain to the Information Commissioner’s Office, for example if you are not happy with the way we have processed your data or managed your rights. Visit www.ico.org.uk