1. Introduction
HL Service Manager ("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 premium done-for-you IT service management platform.
This policy applies to our DFY service platform and any related services we provide. As a premium service, we maintain the highest standards of data protection and privacy for our enterprise clients.
2. Information We Collect
2.1 Account Information
When you use our premium DFY service, we collect:
- Contact information (name, email, company details)
- Account credentials and authentication data
- Service preferences and configuration settings
- Billing and payment information
2.2 Service Usage Data
To provide our premium service, we may collect:
- Service desk tickets and communications
- Usage analytics and performance metrics
- Support interactions and service requests
- System logs and technical diagnostics
2.3 Website Information
When you visit our website:
- Browser and device information
- IP address and location data
- Cookies and tracking technologies
- Contact form submissions
3. How We Use Your Information
3.1 Service Delivery
We use your information to:
- Provide and maintain our DFY service
- Configure and customize your service desk
- Process support requests and tickets
- Monitor service performance and uptime
- Deliver expert management and support
3.2 Business Operations
We also use information for:
- Billing and payment processing
- Account management and administration
- Service improvements and optimization
- Communication about service updates
- Compliance with legal obligations
4. Data Security
4.1 Security Measures
We implement comprehensive security measures including:
- End-to-end encryption for data transmission
- Secure cloud infrastructure with enterprise-grade protection
- Regular security audits and vulnerability assessments
- Multi-factor authentication and access controls
- Employee security training and background checks
4.2 Data Protection
Your data is protected through:
- Encrypted storage with industry-standard protocols
- Regular automated backups and disaster recovery
- Strict access policies and role-based permissions
- Compliance with SOC 2 and ISO 27001 standards
5. Data Sharing and Disclosure
5.1 Limited Sharing
We do not sell or rent your personal information. We may share data only in these circumstances:
- With your explicit written consent
- To comply with legal requirements or court orders
- To protect our rights, property, or safety
- With trusted service providers under strict confidentiality agreements
- In connection with business transfers (with notice to you)
5.2 Service Providers
We work with carefully vetted service providers for:
- Cloud hosting and infrastructure
- Payment processing and billing
- Email and communication services
- Analytics and monitoring tools
6. Your Rights and Control
6.1 Data Rights
As a premium client, you have the right to:
- Access all your personal data and service information
- Correct any inaccurate or incomplete information
- Request deletion of your data (subject to legal requirements)
- Export your data in standard formats
- Object to certain types of data processing
- Withdraw consent where processing is based on consent
6.2 Exercise Your Rights
To exercise these rights, contact us at updates@hlservicemanager.com. We will respond within 30 days and provide dedicated support throughout the process.
7. Data Retention
We retain your information for as long as necessary to:
- Provide our premium DFY services
- Comply with legal and regulatory requirements
- Resolve disputes and enforce agreements
- Maintain service continuity and support
Upon service termination, we will securely delete your data within 90 days, unless legally required to retain it longer.
8. International Transfers
As a premium service provider, we may transfer your data internationally to provide our services. We ensure appropriate safeguards through:
- Standard contractual clauses approved by data protection authorities
- Adequacy decisions for countries with equivalent protection
- Binding corporate rules and privacy frameworks
- Your explicit consent where required
9. Cookies and Tracking
We use cookies and similar technologies to:
- Maintain your login sessions and preferences
- Analyze website usage and performance
- Provide personalized experiences
- Ensure security and prevent fraud
You can control cookie settings through your browser preferences or contact us for assistance.
10. Children's Privacy
Our premium DFY service is designed for enterprise and business use. We do not knowingly collect information from individuals under 16 years of age. If we discover such information has been collected, we will delete it immediately.
11. Changes to This Policy
We may update this Privacy Policy to reflect changes in our services or legal requirements. We will:
- Notify you at least 30 days before any material changes
- Update the "Last updated" date at the top of this policy
- Provide clear explanations of what has changed
- Offer you choices where your consent is required
12. Contact Us
For any questions about this Privacy Policy or our data practices, please contact us:
As a premium DFY service client, you also have access to dedicated privacy support through your account manager.
13. Regulatory Compliance
Our premium service complies with major privacy regulations including:
- General Data Protection Regulation (GDPR)
- California Consumer Privacy Act (CCPA)
- Health Insurance Portability and Accountability Act (HIPAA) where applicable
- Sarbanes-Oxley Act (SOX) requirements
- Industry-specific data protection standards