Last Updated: 25th April, 2018

Virtuoso is committed to safeguarding and preserving the privacy of your data, and every day we help protect our customers most valuable information assets. We hold ourselves to the very highest standards when it comes to protecting personal data we control or process about our customers, people, and partners.  The prime purpose of collecting data is to deliver services to our existing customers and provide marketing information to our existing and prospective customers.

This Privacy Notice (‘Notice’) explains the personal information we collect, either directly or indirectly, and how we will use it. Personal Information is any information that can be used to identify an individual, or that we can link to an individual.
The terms 'we', 'us', or ‘Virtuoso’ are each intended as reference to Virtuoso IT Limited.

The Types of Personal Information We Collect

Information you provide to us

We collect information that you or your organisation provides to us, such as your name, phone number and email address; for instance, our customer support team may need to contact you by phone to troubleshoot an issue which we cannot resolve using our management tools.

Information we collect automatically

We automatically collect information about you, such as information collected by cookies and similar technologies when you use, access or interact with us via our websites or services. We may, for example, collect information about the type of device you use to access our websites, the operating system and version, your IP address, your general geographic location, as indicated by your IP address, your browser type, the webpages you view on our websites, whether you interact with content available on our websites and how.

Information obtained from other sources

We may receive information about you from other sources, including third parties, such as marketing partners and vendor partners for whom we offer value-added services. We may also receive information about you from social media platforms, for instance, when you interact with us on those platforms. We protect data obtained from third parties according to the practices described in this Notice and we also apply any additional restrictions imposed by the source of data.

Information of children

Virtuoso does not target and is not intended to attract children under the age of sixteen. Although visitors of all ages may navigate through our websites, we do not knowingly collect or request personal information from those under the age of sixteen. If, following a notification from a parent, guardian or discovery by other means, a child under sixteen has been improperly registered on our site by using false information, we will delete the child's personal information from our records.

How We Use Personal Information

Virtuoso uses the data we collect to provide you with the products and services we offer, and to communicate with you about your account, systems, security and other types of updates.

Providing our services

We use data to provide, operate, support and improve the products and services we offer to ensure our customers’ needs are met. This processing is necessary to meet our commitments to you and is governed by the terms in the relevant agreement or statement of work.

Business Intelligence

We use data to develop aggregate analysis and business intelligence that enable us to operate, protect, make informed decisions, and report on the performance of our business. This processing is necessary to serve our legitimate interest.

Quality Improvement

We continually use data for research purposes and to develop and improve our products and services, such as analysing service ticket data to our customer service, reviewing call log performance data, and website clicks to improve the relevance of content. This processing is necessary to serve our legitimate interest.

Security and Dispute Resolution

We use data to protect the security and integrity of our products and services, to detect and prevent fraud, to resolve disputes and enforce our agreements. This processing is necessary to serve our legitimate interest.

Communication, Marketing and Advertising

We use the data we collect to deliver and personalise our communications with you. For example, we may contact you by email or other means of electronic communication to inform you about new products or services, security or software updates, update you on a support issue, invite you to take part in a survey. This processing is necessary to serve our legitimate interest. We also use cookies and similar technologies to provide the most relevant advertising to you.

How We May Share Personal Information

Virtuoso does not and will not sell personal information about our customers. We only disclose your data as described in this Privacy Notice. We may share information with the following types of third parties:

Third Party Vendors

Virtuoso uses a variety of third-party vendors to carry out services like website management and hosting, application hosting, purchasing and shipping, payment processing and email communications. We only share your personal data as necessary. To complete a transaction, provide a product or service you have requested or authorised and only with vendors or agents working on our behalf for the purposes described in this Privacy Notice. In this case, your personal information will be shared with these agents or contractors but only for the purpose of performing services on behalf of Virtuoso and in accordance with this Privacy Notice. It is our legitimate interest to process your personal data for these purposes.

Compelled Disclosure

When legally required, strictly necessary for the performance of the services or to protect our rights, or the rights of our affiliates or users, we disclose your personal information to law enforcement authorities, investigative organisations, our affiliates or in legal proceedings.

Sale or Merger

We may share your personal information in the event of a merger, acquisition, or sale of all or a portion of our assets. Of course, we shall notify you via email and/or a prominent notice on our website and inform you of your rights.

Sharing and Disclosure of Aggregate Data

We share data in aggregate form and/or in a form which does not enable the recipient of such data to identify you, with third parties, for example, for industry analysis. Please note, our products and services include links to products or applications of third parties whose privacy practices may differ from Virtuoso. If you provide personal data to any of those third parties or their products, your data is governed by their privacy statements, and we encourage you to read these privacy statements carefully.

When sharing data with third parties, your personal information may be transferred to countries where data protection laws may provide a lower standard of protection for your personal information than your country. We take great care in protecting your personal information and have put in place adequate mechanisms to protect it when it is transferred internationally. We will transfer your personal information in compliance with applicable data protection laws and will implement suitable safeguards to ensure that your personal information is adequately secured by any third party that will access your information (for instance, by using the Standard Contractual Clauses as approved by the European Commission).

The Legal Bases for Using Personal Information

There are different legal bases that we rely on to use your personal information, namely:

Performance of a contract

The use of your personal information may be necessary to perform the agreement you have with us. For example, our services require us to receive information about your staff, and to contact them to provide support.

Legitimate interests

We may use your personal information for our legitimate interests. For example, we rely on our legitimate interest to analyse and improve our products and services, and to send you notifications about service updates or information about our products and services, or to use your personal information for administrative, fraud detection or legal purposes.

Security, Storage and Retention of Personal Information We Collect

Security

Virtuoso is committed to protecting the security of your personal information. However, while we take reasonable precautions to guard the personal information we collect, no security system is impenetrable.
While no service is completely secure, Virtuoso takes precautionary measures to help prevent information about you from loss, theft, misuse and unauthorised access, disclosure, alteration and destruction. For example, we store the personal data you provide on computer systems that have limited access and that are in controlled facilities. We also ensure that our third-party vendors provide adequate security measures. Additionally, your data is protected with encryption during transition over the Internet.

Storage

Unless subject to an additional agreement, personal data collected by Virtuoso may be stored and processed in your region, or in any other country where Virtuoso or its affiliates, subsidiaries or service providers are located or maintain facilities. Virtuoso has put in place adequate mechanisms to protect personal information when it is transferred internationally, for example by using the Standard Contractual Clauses as approved by the European Commission.

Retention

Virtuoso will retain your personal information for as long as we deem it necessary to provide services to you, to comply with applicable laws (including those regarding document retention), resolve disputes with any parties and otherwise as necessary to allow us to conduct our business. All personal information we retain will be subject to this Privacy Notice and our internal retention guidelines.

Your Rights and Choices

Your Rights

We want you to be in control of how your personal information is used by us. Subject to local law, you can do this in the following ways:

  • you can ask us for a copy of the personal information we hold about you;
  • you can inform us of any changes to your personal information, or if you want us to correct any of the personal information we hold about you;
  • in certain situations, you can ask us to erase, block or restrict the personal information we hold about you, or object to particular ways in which we are using your personal information; and
  • in certain situations, you can also ask us to send the personal information you have given us to a third party.

Where we are using your personal information on the basis of your consent, you are entitled to withdraw that consent at any time. Moreover, where we process your personal information based on legitimate interest or the public interest, you have the right to object at any time to that use of your personal information.

We rely on you to ensure that your personal information is complete, accurate and up to date. Please do inform us promptly of any changes to or inaccuracies in your personal information by contacting privacy@virtuoso-uk.com.  We will respond to your request as soon as possible but certainly within 30 days.

We are committed to working with you to obtain a fair resolution of any complaint or concern you may have about our use of your personal information. If, however, you believe that we have not been able to assist with your complaint or concern, you may have the right to file a complaint with the data protection authority in your country (if one exists in your country) or supervisory authority.

Your Choices

You can opt out of receiving direct marketing communications from Virtuoso by following the instructions included in every email sent to you via the “Unsubscribe” tab. We respect your choice, and we will stop sending you promotional emails once you unsubscribe.

Please note, regardless of your marketing communication preferences, if your organisation has an active agreement with Virtuoso, we will continue to communicate with you regarding the delivery of your services, changes to terms and conditions, policy updates, routine customer service messages such as information about current or past purchase, delivery of products, service interruptions, data breaches or other significant information about a service you receive.

Our Use of Cookies and Other Similar Technologies

We use cookies and similar technologies like pixels, tags, web beacons, and other identifiers to help us personalise our website for you, remember your preferences, understand how users are using our website or app, and help customise our marketing offerings.
Cookies

A cookie is a small data file containing a string of characters that is sent to your computer when you visit a website. When you visit the website again, the cookie allows that site to recognise your browser. The length of time a cookie will stay on your computer or mobile device depends on whether it is a "persistent" or "session" cookie. Virtuoso uses both types of cookies. Session cookies will only stay on your device until you stop browsing. Persistent cookies stay on your computer or mobile device until they expire or are deleted. We use the following types of cookies on our website.

  • Strictly necessary cookies. These cookies are essential for you to browse our website and use its features. Without these cookies, services like shopping baskets cannot be provided.
  • Performance cookies. These cookies collect information about how you use our websites. This data may be used to help optimise our website and make it easier for you to navigate.
  • Functional cookies. These cookies allow our websites to remember choices you make while browsing and personalise your experience. We may store your geographic location in a cookie for instance, to ensure that we show you the website relevant to your area.
  • Third Party cookies. Third party cookies are those placed by websites and/or parties other than Virtuoso. These cookies may be used on our website to improve our products or services or to help us provide more relevant marketing. These cookies are subject to the respective privacy policies for these external services.
  • Analytics cookies. We use analytics cookies, like those offered by Google Analytics, to help us understand things like how long a visitor stays on our website, what pages they find most useful, and how they arrived at our site.

How to control Cookie settings

Most web browsers allow you to control cookies through their settings preferences. However, if you limit the ability of websites to set cookies, you may impair your overall user experience, as it will no longer be personalised to you. Some browsers offer a “Do Not Track” (“DNT”) signal where you can indicate your preference regarding tracking and cross-site tracking. Although we do not currently employ technology that recognises DNT signals, we will only process your personal data in accordance with this Notice. Below you can learn about how to control cookie settings on popular web browsers:
  • Google Chrome
  • Internet explorer
  • Safari
  • Firefox

Pixels

In addition to cookies, we sometimes use small graphic images known as 'pixels' (also known as web beacons, clear GIFs, or pixel tags). We use pixels in our email communications to you (if you have selected to receive such communications) to help us to understand whether our email communication has been viewed. We may also use third party pixels (such as those from Google, Hubspot, and other marketing networks) to help us provide content that is relevant to your interests.

How to Contact Us

If you have any questions about the use of your personal information, please email privacy@virtuoso-uk.com.

Unless otherwise stated, Virtuoso IT Limited is a data controller for personal data we collect through the products and services subject to this Privacy Notice. Our address is 4 Harbour Exchange Square, London E14 9GE.

Virtuoso IT Limited is our data protection representative for the European Economic Area and United Kingdom. The data protection officer of Virtuoso IT Limited can be contacted at the following address: 4 Harbour Exchange Square, London E14 9GE, or via email at privacy@virtuoso-uk.com

Changes to Our Privacy Notice

Virtuoso may modify or update this Privacy Notice when necessary, to reflect customer feedback and changes in our products and services. Please review it regularly. When we update this Notice, we will revise the 'Last Updated' date at the top of the Notice. We encourage you to regularly review this Notice to learn more how Virtuoso is using and protecting your information.