Privacy Policy

Last updated: [Insert date]

ICAN Support Limited (“we”, “us”, “our”) provides IT support and related services in the UK. 

This Privacy Policy explains how we collect, use, store, and share your personal data when you visit our website https://icansupport.co.uk or when you engage us for IT support services.

We are committed to protecting your privacy and complying with the UK General Data Protection Regulation (UK GDPR), Data Protection Act 2018, and all relevant data protection laws.

1. Who we are

  • Company name: ICAN Support Limited

  • Website: https://icansupport.co.uk

  • Address: 40 Woodhead Road, Read, Burnley, Lancashire, BB12 7PH

  • Company number: 07426508

  • Email: contact@icansupport.co.uk

  • Phone: 01282 503202

If you have questions about this Policy or your data, please contact us using the details above.

2. Information we may collect

We collect personal data in the course of:

  • Providing IT support services to clients;

  • Operating and securing IT systems;

  • Communicating with clients, suppliers, and website visitors.

This may include:

Type of Data Examples
Identity Data Name, job title, company name
Contact Data Email address, telephone number, postal address
Client Account Data Login credentials, system IDs (only where provided for IT support purposes)
Technical Data Device details, IP address, error logs, system performance data
Usage Data How you use our Website and services
Communications Data Emails, phone records, support tickets
Marketing Preferences Your choices about receiving updates from us

We do not collect special category data (such as health information) unless it is strictly necessary and with your consent.

3. How we collect personal data

  • Directly from you – e.g. when you request IT support, submit a ticket, call us, or fill out a web form.

  • From your organisation – if you are an employee of a business that uses our services.

  • Automatically – via monitoring systems, diagnostic tools, and cookies when you use our Website.

  • Third parties – such as service providers, software vendors, or partners where relevant to IT services.

4. How we use personal data (purposes & lawful bases)

Purpose Examples Lawful Basis
Delivering IT support services Troubleshooting issues, remote access, system monitoring Performance of contract
Communication Responding to enquiries, updating on support requests Legitimate interest / contract
Security & compliance Monitoring systems, preventing cyber threats, backup and recovery Legal obligation / legitimate interest
Improving services Analysing usage, client feedback, system diagnostics Legitimate interest
Marketing (optional) Sending updates, newsletters, service announcements Consent (where required)
Legal & regulatory Record keeping, audits, compliance with laws Legal obligation

5. Cookies & website tracking

  • We use cookies to improve site functionality, analyse traffic, and secure our Website.

  • Non-essential cookies (such as for analytics) will only be used if you consent.

  • You can manage cookies via your browser or our cookie banner.

6. Sharing your data

We may share your personal data with:

  • IT infrastructure providers (e.g. hosting, backup, monitoring, cloud services);

  • Software vendors where needed for troubleshooting or licence management;

  • Professional advisers (e.g. accountants, insurers, auditors);

  • Regulators or law enforcement if legally required.

We do not sell your data to third parties.

7. International transfers

If IT systems or cloud providers store data outside the UK, we will ensure adequate safeguards are in place (e.g. UK adequacy decisions or standard contractual clauses).

8. Data retention

  • Support records and technical logs are typically kept for up to 7 years to meet legal, contractual, and operational requirements.

  • Website enquiry data is usually kept for up to 2 years.

  • Marketing preferences are kept until you opt-out.

When data is no longer required, we securely delete or anonymise it.

9. Your rights

Under UK GDPR, you have rights including:

  • Access to your data;

  • Correction of inaccurate data;

  • Erasure (in certain cases);

  • Restriction of processing;

  • Data portability;

  • Objection to processing (e.g. marketing);

  • Withdrawal of consent (where consent is the basis).

Contact us at [Insert email] to exercise these rights. You may also complain to the ICO (see Section 12).

10. Security

As an IT services provider, we take data security seriously. Measures include:

  • Encryption of data in transit and at rest (where appropriate);

  • Multi-factor authentication for access to systems;

  • Regular patching and updates;

  • Secure remote support tools;

  • Staff training on data protection and cybersecurity.

11. Children

Our Website and services are intended for business and professional use. We do not knowingly collect data relating to children.

12. Complaints

If you have concerns, please contact us first. You can also contact:

Information Commissioner’s Office (ICO)
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Phone: 0303 123 1113
Website: https://ico.org.uk

13. Updates to this Policy

We may update this Privacy Policy from time to time. The most current version will always be available on our Website.