Privacy Policy

Who we are

Coffee Cup Solutions Ltd ("we", "us", "our") is the data controller for personal data collected through this service. We trade as IT Support Helpdesk and operate the platform at itsupporthelpdesk.co.uk.

Our registered address is: Unit 3, Millars Brook, Wokingham, Berkshire, RG41 2AD, United Kingdom.

What personal data we collect

We collect only what we need to provide the service:

• Account information — your name, work email address, and optionally a work phone number, collected when you register.
• Billing information — payment card details processed by Stripe on our behalf. We do not store full card numbers.
• Support chat content — messages, file attachments, and context you share with the AI during a support session.
• Endpoint diagnostics — where you install our monitoring agent, we collect CPU usage, memory usage, disk usage, installed software, and running services. We do not access personal files.
• IP addresses and user agents — collected automatically for security, fraud prevention, and abuse detection.

Why we collect it

• To deliver the IT support service and resolve support tickets.
• To bill you correctly each month.
• To keep the platform secure and prevent abuse.
• To comply with our legal obligations, including tax record-keeping.

Legal basis under UK GDPR

• Contract — processing necessary to deliver the service you have signed up for (Article 6(1)(b)).
• Legitimate interests — security monitoring, abuse prevention, and product improvement, where our interests do not override your rights (Article 6(1)(f)).
• Legal obligation — tax records and other statutory requirements (Article 6(1)(c)).

Who we share your data with

We do not sell your data, share it with advertising networks, or use it for marketing profiling. We share only what is necessary with the following sub-processors:

• Anthropic — AI inference for support responses. Your data is not used to train Anthropic's models; we have the training opt-out applied to our account.
• Amazon Web Services (AWS London) — cloud hosting and data storage in the UK.
• Microsoft Azure (UK South) — cloud hosting and data storage in the UK.
• Stripe — payment processing and billing.

Where your data lives

Your data is stored and processed within the United Kingdom — on AWS London (eu-west-2) and Azure UK South. It does not leave the UK except for AI inference requests sent to Anthropic's API (EU region). Anthropic is subject to appropriate data processing agreements.

How long we keep your data

• Active account data is retained for as long as your account remains open.
• Upon account closure, personal data is deleted within 30 days, except where we are legally required to retain it.
• Financial and tax records are kept for 7 years in accordance with HMRC requirements.

Your rights under UK GDPR

You have the following rights regarding your personal data:

• Access — request a copy of the personal data we hold about you (Data Subject Access Request).
• Rectification — ask us to correct inaccurate or incomplete data.
• Erasure — ask us to delete your data where we have no legitimate reason to keep it.
• Portability — receive your data in a structured, commonly used, machine-readable format.
• Restriction — ask us to limit how we process your data in certain circumstances.
• Objection — object to processing based on legitimate interests.
• Complaint — lodge a complaint with the ICO at ico.org.uk.

To exercise any of these rights, email us at hello@itsupporthelpdesk.co.uk. We will respond within one calendar month as required by UK GDPR.

Contact

For privacy-related enquiries or to exercise your rights, contact us by email at hello@itsupporthelpdesk.co.uk.

Postal address: Unit 3, Millars Brook, Wokingham, Berkshire, RG41 2AD.

Changes to this policy

We may update this policy from time to time. When we do, we will update the "last updated" date at the top of this page. Significant changes will be announced by email to account holders.