Data Security Policy
Data Security Policy
Data Security Policy
Introduction
All clients are required to give consent for e-Learn Design to store, process and, where obligated, share the data necessary to facilitate their services using the following systems:
Moodle HQ reporting systems
As a Certified Moodle Partner, e-Learn Design has a contractual obligation to share the following information about our clients with Moodle HQ in order to track required contributions to the Moodle Project based on a percentage of our paid-for Moodle/IOMAD services:
- Company/Organisation Name
- Main client contact name
- Main contact email address
- Company/Organisation Moodle site URL
The server on which these records reside is outside the European Economic Area (EEA) on a secure system maintained by Moodle HQ. Access is restricted to Certified Moodle Partners and agents acting for Moodle HQ.
Accounting system
ELD’s accounting software (Xero) allows us to maintain records of the services you have with us and invoice your account for these services. From time to time, we require our Accountant to access this system to compile and file our accounts with HMRC. The following information is kept for accounting purposes:
- Company account name
- Company address
- The telephone numbers of the company
- Client contact name/s
- Client contact email/s
- Company billing/invoicing emails
- Invoices sent and payments received
Xero’s security policy can be found here.
Document storage system
ELD’s document storage software (Dropbox for Business) allows us to store important files, share documents within our team, and share documentation with clients if necessary for the delivery of our services.
For the most part, this information is specific to our business and does not include client personal data. Exceptions to this are signed Service Agreements and NDAs or documentation in relation to SLAs or Development projects, where a client may be personally named as a contact.
The Dropbox Business security whitepaper can be found here.
How long are documents retained for?
After termination of services, document data is archived for one year in order to be able to answer questions about historic activities (should it be required for compliance purposes). After that, all client-specific data (where not required for ELD compliance purposes) is deleted from the systems. Should a shorter retention period be preferred, written instruction will be required.
Helpdesk system
The e-Learn Design Helpdesk (Freshdesk) may hold information on companies and individuals who are clients and/or those who choose to submit a ticket through the Helpdesk system.
Only ELD agents have access to the system. All information is used for the purpose of support, project or custom development management and/or reporting on support services internally. FreshWorks support agents may briefly require access to the system with ELD’s express permission should a support issue arise with the Helpdesk software itself.
What data will the Helpdesk system keep, and how will it be used?
Individual contact information
Full Name: will be used to identify you in communications.
Title: will be used to identify you in communications.
Email address: will be used to allow for the delivery of communications with you via the system. If your domain is associated with a company, this will also tie you as an individual to the company entry.
Phone number: will be used in cases where telephone support is requested or considered advantageous by ELD support agents.
Company: will be used to tie individuals to companies for purposes of support and reporting on support time used.
Language: will be set to default English for all individuals, as we are only capable of supporting clients through the English Language.
Tags: may be added to your contact information. Tags are associated with tickets, knowledge base articles (for help), and reporting within the system.
Company information
Company Name: will be used to identify the company for communications and for reporting on services used.
Domains for the company: will be used for reporting purposes to tie in with any employees of your company using our help service.
Renewal Date: will be used to identify when your services renew or expire.
Industry: will be used to help us support you by providing information/support specific to your industry’s e-learning needs.
Notes: where we may populate information about the paid-for services you currently have with ELD.
Is information from the Helpdesk shared with other systems?
Yes. The Helpdesk software is capable of sharing information with other products that plug into it, and the ELD Helpdesk is currently linked to our accounting software for the purposes of time tracking. The ELD Helpdesk is not currently linked to any other systems. If this changes, we will update this policy and notify clients that a change has occurred via the ELD forums within the Helpdesk.
How long is Helpdesk information retained for?
After the termination of services, Helpdesk data is archived for one year in order to be able to answer questions about historic activities (should it be required for compliance purposes). After that, all client-specific data (where not required for ELD compliance purposes) is deleted from the system. Should a shorter retention period be preferred, written instruction will be required.
How can you request to see your data, remove it or alter it in this system?
If you require confirmation of, access to, or wish to request deletion of your data from the Helpdesk, please contact mydata@e-learndesign.co.uk
Policy changes
e-Learn Design reserves the right to change this policy at any time. While clients will be notified in writing of substantive changes, we encourage you to check this page frequently for any amendments. Your acceptance of this policy during the sign-up process and continued use of our services constitutes your acceptance of the policy terms as detailed above.