Privacy policy

Effective 30 July 2026. Covers remotedeskportal.com and the remote support service operated by Ashford Technical Services Ltd.

Who is responsible

Ashford Technical Services Ltd., Unit 6, Naas Road Business Park, Dublin 12, D12 X4F2, Ireland, registered in Ireland No. 512884. For support work done for a client organisation, that organisation decides what is done and we act as its processor; our service agreement includes a data processing agreement. Questions and rights requests: privacy@remotedeskportal.com.

What we collect

• Contact details of client staff and of end users who raise or receive support tickets: name, work email, phone number, organisation and department.
• Ticket content: the description of the fault, correspondence, and any attachment sent to us.
• Session records: technician account, start and end time, the confirmation given by the person at the computer, files transferred, and administrator actions taken.
• Connection metadata: device name, operating system, portal sign-in IP address and time.
• Account and billing data for the client organisation.

Why we process it

• To deliver the support service and keep the session record that the client is entitled to.
• To keep client systems secure and to investigate incidents.
• To meet contractual, tax and accounting obligations.

Session content

Sessions are not recorded by default: no screen capture, no keystroke log, no audio. Where a client has asked for recording in writing and the person at the computer is told before the session begins, the recording is stored for the period the client specifies and then deleted. Screen content seen during a session is not retained, and files are transferred only with the approval of the person at the computer.

Who receives it

Our technicians and service desk staff, and the client organisation for its own tickets and session records. Sub-processors: Amazon Web Services (hosting in eu-west-1, Ireland), Mailgun Technologies (session codes and service notices) and our ticketing platform provider. We do not sell personal data and do not use it for marketing.

How long we keep it

• Session records: 12 months.
• Ticket history and correspondence: 24 months after the ticket closes.
• Files transferred during a session: 30 days after the ticket closes, unless the client asks for them to be kept.
• Billing records: as required by tax law.

Your rights

You may ask for access to your data, correction of it, deletion, restriction of processing, or a portable copy. Requests relating to a client’s systems go to that client first, which holds the record; you may also write to privacy@remotedeskportal.com and we will pass the request on and confirm that we did. If you are in the European Union or the United Kingdom you may complain to the Data Protection Commission in Ireland or to your local supervisory authority. We answer within one month.

International transfers

Session and ticket data stay in the European Economic Area. Where a supplier support contact outside the EEA is involved in a specific incident, access is granted per incident, logged, and covered by the Standard Contractual Clauses in the supplier agreement.

Changes

The effective date changes when this policy changes. Material changes affecting client organisations are notified to their IT contact at least 30 days in advance.