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Privacy Policy for r5i.support

Last Updated: October 8, 2025

r5i.support ("we," "us," or "our") provides residential and small-business computer and IT support, basic system administration, cybersecurity guidance, and device repair services. We respect your privacy and are committed to protecting the personal and device data you entrust to us. This Privacy Policy explains what information we collect, how we use it, when we may share it, and your rights.

Scope

This policy applies to personal information collected through our website, over the phone, by email, and during provision of our services (remote support, on-site visits, and device intake). It covers information about individuals (clients, prospective clients, visitors) and information contained on client devices where we have access to that data as part of diagnostics or repair.

Information We Collect

We collect several types of information to deliver, improve, and secure our services:

  • Contact & Account Information: Name, email, postal address, phone number, billing and shipping address, and other contact details you provide when requesting services or creating an account.
  • Service & Device Information: Device make/model, serial numbers, operating system and software versions, logs, system configuration, screenshots, and error reports necessary to diagnose and repair issues. This may include documents, photos, or other files on the device—but we only access these when required to perform the requested work.
  • Payment & Billing Information: Payment method, transaction details, and billing records. We do not store full credit card details on our systems—payment processing is handled by third-party processors when applicable.
  • Usage & Analytics: Information about your use of our website and services, including IP address, browser type, pages visited, referral data, and interactions with marketing communications. We use analytics services and server logs to monitor, secure, and improve our site.
  • Communications: Records of communications you send to us (email, phone calls, support chats) and any notes created by our technicians in relation to your service request.

How We Use Your Information

We use personal and device information for purposes including:

  • Providing, maintaining, and improving our services (diagnostics, repair, configuration, security hardening, and system administration).
  • Processing payments, invoices, quotes, and service confirmations.
  • Communicating about appointments, service status, and support follow-ups.
  • Protecting our systems and clients from fraud, abuse, or security incidents.
  • Complying with legal obligations and responding to lawful requests from government or law enforcement.
  • Aggregating and anonymizing data for internal reporting and service improvement.

Privacy-first Analytics

We use privacy-focused, cookie-less analytics (for example, Cloudflare Web Analytics when hosted on Cloudflare Pages) to collect aggregated, non-identifying usage information about how visitors interact with our website. These analytics do not set tracking cookies, do not store personal data, and are used only to improve the site and measure general traffic patterns.

Lawful Basis

When required by law, our lawful bases for processing include performance of a contract (providing services you request), legitimate interests (improving services, fraud prevention), and your consent (marketing communications). For any sensitive processing we will obtain explicit consent where required.

Device Data and Client Files

When performing on-site or remote repair, we may view files stored on your device if they are relevant to the diagnosis or repair. Technicians are instructed to access only what is necessary. We do not copy or retain personal files without your explicit written consent unless you have requested data recovery, backup, or transfer services and have authorized us to do so. Our staff are bound by strict confidentiality agreements and ethical conduct policies that prohibit accessing any personal data (photos, documents, browsing history) unrelated to the specific technical issue.

Sharing and Third-Party Services

We strictly do not sell your personal data to data brokers, marketing agencies, or any other third parties. We maintain confidentiality and only use your information for necessary business purposes. We share information only with:

  • Infrastructure & Security Providers: We use Cloudflare (including Pages, Workers, CDN, DNS, and Turnstile) to deliver our website securely, protect against attacks, and optimize performance. Cloudflare may process traffic data (like IP addresses) at the edge to detect security threats.
  • Business & Communication Tools: We use Google Workspace (Gmail, Calendar) to manage email communications, scheduling, and booking confirmations. When you email us or book an appointment, that data is processed securely within Google's enterprise infrastructure.
  • Service Providers: Other vendors who perform services strictly on our behalf (payment processors). They are contractually bound to protect your data.
  • Professional partners and suppliers when necessary to obtain parts, warranty services, or specialized diagnostics.
  • Law enforcement or regulators when required by law or to protect our rights, property, or safety.

Data Retention

We retain personal and service records for as long as necessary to provide services, comply with legal obligations, resolve disputes, and enforce agreements. Device images, backups, or recovered files are retained only when you request those services; otherwise we securely delete such data after service completion within a reasonable timeframe.

Security

We apply administrative, technical, and physical safeguards to protect your personal data and devices while they are in our care. This includes restricted access to devices in our possession, encrypted backups when applicable, secure disposal of storage media, and staff training on privacy and confidentiality. We have implemented strict internal controls to ensure that technician access to client devices is monitored and limited to the scope of the requested work. However, no method of transmission or storage is 100% secure—clients should maintain their own backups of critical data.

Your Rights

Depending on your jurisdiction, you may have rights to access, correct, delete, or restrict processing of your personal data, and to object to processing for direct marketing. To exercise these rights, contact us at [email protected]. We will respond within the timeframes required by applicable law.

International Transfers

If we transfer your information to service providers outside your jurisdiction, we will take steps to ensure appropriate safeguards are in place, such as standard contractual clauses or other lawful transfer mechanisms.

Children

Our services are not directed to children under 13. We do not knowingly collect personal information from children without parental consent. If you believe we have collected information from a child, please contact us so we can remove it.

Links to Other Sites

Our website may contain links to other websites. We are not responsible for the privacy practices of other sites. We encourage you to read the privacy policies of any linked websites.

Changes to This Policy

We may update this Privacy Policy from time to time. We will post any changes on this page with an updated "Last Updated" date. Significant changes will be communicated via email or prominent notices on our site.

Contact Us

If you have questions or comments about this Privacy Policy, please contact us at [email protected].