Privacy Policy

Last Updated: February 19, 2025

1. Introduction

MSP4US ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our IT support and monitoring services.

By using our services, you agree to the collection and use of information in accordance with this policy.

2. Information We Collect

2.1 Personal Information

When you sign up for our services, we collect:

  • Name and contact information (email, phone number)
  • Billing information (processed securely through Stripe)
  • Account credentials (password - encrypted)
  • Device information (computer name, operating system)

2.2 Technical Data from Monitoring Software

Our monitoring software collects only system-level information:

  • Device status (online/offline)
  • Operating system version and updates
  • Antivirus status and last scan date
  • Disk space and memory usage
  • CPU usage and performance metrics
  • Installed software list (for security auditing)

2.3 What We DO NOT Collect

Important: Our monitoring software does NOT collect:

  • ❌ Your personal files, documents, photos, or videos
  • ❌ Browsing history or websites visited
  • ❌ Emails, messages, or communications
  • ❌ Passwords or login credentials (except for our own service)
  • ❌ Screenshots or screen recordings
  • ❌ Keystroke logging or typing activity
  • ❌ Webcam or microphone access
  • ❌ Location data or GPS information

2.4 Usage Information

We collect information about how you use our website and services:

  • Support ticket history and communications
  • Login timestamps and IP addresses (for security)
  • Website analytics (via Google Analytics)

3. How We Use Your Information

We use your information to:

  • Provide Services: Monitor device health, provide technical support, manage your account
  • Improve Services: Analyze usage patterns to enhance our offerings
  • Communicate: Send service updates, respond to inquiries, provide support
  • Billing: Process payments and manage subscriptions
  • Security: Detect and prevent fraud, abuse, and security incidents
  • Legal Compliance: Comply with applicable laws and regulations

We will never:

  • ❌ Sell your personal information to third parties
  • ❌ Share your data for advertising purposes
  • ❌ Access your device without explicit permission
  • ❌ Use your data for purposes other than providing our services

4. Third-Party Services

We use trusted third-party services to operate our business:

4.1 Action1 RMM

Device monitoring and management platform. Action1 processes technical device data on our behalf.

Privacy Policy: action1.com/privacy-policy

4.2 Freshdesk

Customer support ticketing system. Support tickets and communications are stored in Freshdesk.

Privacy Policy: freshworks.com/privacy

4.3 Stripe

Payment processing. Credit card information is handled exclusively by Stripe and never stored on our servers.

Privacy Policy: stripe.com/privacy

4.4 Netlify

Website hosting and infrastructure. Hosts our website and customer portal.

Privacy Policy: netlify.com/privacy

4.5 Google Analytics

Website analytics. We use Google Analytics to understand how visitors use our website.

Privacy Policy: policies.google.com/privacy

You can opt out: Google Analytics Opt-out

5. Data Security

We implement industry-standard security measures:

  • Encryption: All data transmitted is encrypted using TLS/SSL
  • Secure Storage: Data is encrypted at rest
  • Password Protection: Passwords are hashed using bcrypt
  • Access Controls: Limited employee access to customer data
  • Regular Audits: Security reviews and updates
  • Compliance: SOC 2 Type II compliant infrastructure

However, no method of transmission over the internet is 100% secure. While we strive to protect your data, we cannot guarantee absolute security.

6. Remote Access

Important: We NEVER access your computer without your explicit permission.

Remote support sessions:

  • Require your approval every time
  • Are initiated only when you request support
  • Allow you to see everything we do on your screen
  • Can be disconnected by you at any time
  • Are logged for quality assurance

We do NOT have "backdoor" access to your devices.

7. Data Retention

We retain your information for as long as necessary to provide our services:

  • Account Information: While your account is active
  • Monitoring Data: 90 days of historical data
  • Support Tickets: 3 years for support history
  • Billing Records: 7 years for tax compliance

After cancellation, your data is deleted within 30 days, except where required by law.

8. Your Rights

You have the right to:

  • Access: Request a copy of your data
  • Correction: Update or correct your information
  • Deletion: Request deletion of your data
  • Export: Receive your data in a portable format
  • Opt-out: Unsubscribe from marketing emails
  • Pause Monitoring: Temporarily disable monitoring
  • Cancel Service: Cancel at any time

To exercise these rights, contact us at [email protected]

9. Children's Privacy

Our services are not directed to children under 13. We do not knowingly collect personal information from children under 13. If you believe we have collected information from a child under 13, please contact us immediately.

10. Cookies

We use cookies and similar technologies:

  • Essential Cookies: Required for login and account functionality
  • Analytics Cookies: Google Analytics to understand website usage
  • Preference Cookies: Remember your settings

You can control cookies through your browser settings. Note that disabling cookies may limit functionality.

11. California Privacy Rights (CCPA)

If you are a California resident, you have additional rights:

  • Right to know what personal information we collect
  • Right to delete personal information
  • Right to opt-out of sale (we don't sell data)
  • Right to non-discrimination for exercising your rights

Contact us at [email protected] to exercise these rights.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by:

  • Email to your registered email address
  • Notice on our website
  • Notice in your customer portal

Continued use of our services after changes constitutes acceptance of the updated policy.

13. Contact Us

Questions about this Privacy Policy? Contact us:

Summary

We believe in transparency: