Solid ITSM (“we”, “us”, or “our”) is committed to protecting your privacy and ensuring that your personal data is handled safely, securely, and in line with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR).

This Privacy Policy explains how we collect, use, store, and protect personal information when you visit our website or contact us.

1. Who We Are

Business name: Solid ITSM
Website: https://soliditsm.co.uk
Contact page: https://soliditsm.co.uk/contact
Email: info@soliditsm.co.uk
Business address: [To be added]

2. Information We Collect

We may collect and process the following types of personal data:

• Name

• Email address

• Phone number

• Company name

• Enquiry details submitted via contact forms

• Support or ticketing information submitted through our website or CMS

• Newsletter subscription details

• Website usage data, including IP address, browser type, pages visited, and time spent on the site

We only collect personal data that is relevant and necessary for providing our services or responding to enquiries.

3. How We Collect Your Data

We collect personal data through:

• Contact and enquiry forms on our website

• Newsletter sign-up forms

• Support or ticketing submissions via our CMS

• Direct contact by email or phone

• Cookies and analytics tools such as Google Analytics

4. How We Use Your Information

We use your personal data for the following purposes:

• To respond to enquiries and contact requests

• To provide IT support services and manage support tickets

• To communicate with clients and prospective clients

• To send newsletters, service updates, and marketing communications

• To analyse website usage and improve our website and services

• To meet legal, regulatory, and contractual obligations

We will only use your data where we have a lawful basis to do so.

5. Marketing Communications

We may use your contact details to send marketing emails, newsletters, or service-related updates where you have opted in or where we have a legitimate business interest.

You can opt out of marketing communications at any time by:

• Clicking the unsubscribe link in our emails, or

• Contacting us at info@soliditsm.co.uk

We will never sell your personal data to third parties.

6. Cookies and Analytics

Our website uses cookies and similar technologies to improve user experience and analyse website performance.

This includes the use of Google Analytics, which collects anonymised data such as:

• Pages visited

• Time spent on the site

• Device and browser information

We use a cookie banner to allow users to manage cookie preferences. You can also control cookies through your browser settings.

For more information, please refer to our Cookie Policy.

7. Support and Ticketing Data

If you submit support requests or tickets through our website or CMS, we may collect and store relevant information to manage and resolve your request. This data is used solely for service delivery, support, reporting, and service improvement purposes.

Support data is only accessible to authorised personnel and is handled securely.

8. Legal Basis for Processing

We process personal data under one or more of the following lawful bases:

• Consent

• Contractual necessity

• Legal obligation

• Legitimate business interests

9. Data Storage and Security

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, misuse, or disclosure.

Access to personal data is restricted to authorised individuals only, and systems are protected using appropriate security controls.

10. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected.

Typical retention periods include:

• Enquiry data: up to 24 months

• Marketing data: until consent is withdrawn

• Support and ticketing data: retained for service history and reporting purposes

Data is securely deleted when no longer required.

11. Sharing Your Data

We may share your data with trusted third parties where necessary to deliver our services, such as:

• Website hosting providers

• Email and communication platforms

• Analytics providers

All third parties are required to handle data in accordance with data protection laws.

12. Your Data Protection Rights

Under UK GDPR, you have the right to:

• Access your personal data

• Request correction of inaccurate data

• Request deletion of your data

• Restrict or object to processing

• Request data portability

• Withdraw consent at any time

To exercise your rights, please contact us at info@soliditsm.co.uk.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect legal, technical, or business changes. Any updates will be published on this page with a revised date.

14. Contact Us

If you have any questions about this Privacy Policy or how we handle your data, please contact:

Email: info@soliditsm.co.uk