IMsupporting live chat privacy policy

How your data is protected and used by IMsupporting

Updated : 25/02/2018

How we use your information

This privacy notice tells you what to expect when IMsupporting LTD (UK Based Business) collects your personal identifiable information.
This notice will cover general Data protection information and GDPR related information.

It applies to information we collect about:

Visitors to our website(s)
People who contact us via various methods
People who use our live chat platform


Visitors to our website

When someone visits or one of our websites we use third party services such as Google Analytics to collect standard internet log information and details of visitor behavior patterns.
We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. If we do want to collect personally identifiable information through our website, we will be up front about this (Such as when starting a live chat or registering for an account with us). We will make it clear when we collect personal information and will explain what we intend to do with it.

For information related to the use of cookies on our platform, Please see our cookie policy

Your IP information is also gathered when you visit our website and/or use our chat platform. This information is not personally identifiable.


People who use our live chat platform

When someone uses our live chat platform we gather basic information about the end user automatically via the users IP address.
Personally identifiable information is requested at the start of a chat. Information such as your real name and email address. This however is not required to use our platform.
You are free to use non personally identifiable information such as an anonymous name and a fake or temporary email address (or leave all details blank)

When using the system via a 3rd party website not controlled by IMsupporting, Your data may be used differently and you should consult with the respective websites privacy policy.

Your name and email (given at the start of a chat) will also be used when sending you a copy of the chat transcript via email.

If you have chosen to not enter your email or any other contact information, you will not receive a copy of the chat session and we will not be able to provide this at a later date as we have no legal identifiers to use when searching for your chat transcript (such as your name or email address to match against)


People who contact us via social media

All information shared with us via social media is stored and retained by the respective social media platform (Eg: Facebook, Twitter Etc)
Please refer to the social media sites privacy policy for more information.


People who call us

Details given to us over the phone may be stored for use with your query.
Sometimes the details may need to be placed in emails between us and the caller for further communication.

Your information may also be stored on a support portal used by us.

Your details and personal information will be retained for archive and communication evidence and never shared with 3rd parties apart from law enforcement as requested and required by law.


People who email us

Your emails are stored for historical communication evidence for two years.

Depending on the request sent to us, your personal information and information relating top the request may be stored in a support system to assist with your query.

Your details and personal information will be retained for archive and communication evidence and never shared with 3rd parties apart from law enforcement as requested and required by law.


Your Rights

Under the Data Protection Act 1998, you have rights as an individual which you can exercise in relation to the information we hold about you.

You can read more about these rights here –


Access to personal information

IMsupporting LTD tries to be as open as it can be in terms of giving people access to their personal information. Individuals can find out if we hold any personal information by making a ‘subject access request’ under the Data Protection Act 1998. If we do hold information about you we will:

  • Give you a description of it;
  • Tell you why we are holding it;
  • Tell you who it could be disclosed to; and
  • Let you have a copy of the information in an intelligible form.

To make a request to IMsupporting LTD for any personal information we may hold you need to send a ‘subject access request’ to

You will need to supply information such as your name or email address so we can locate your data. You must also include proof of identity.
Without proof of identity, We cannot provide you information about a subject (you).

If we do hold information about you, you can ask us to correct any mistakes by, once again, contacting our data protection team.


Disclosure of personal information

In many circumstances we will not disclose your personal information. However when we are working with law enforcement and are required by law to disclose information we will make every effort to comply.

Personal information is NEVER sold or given to 3rd parties. Your information is NOT used for targeted advertising of any sorts, you are also never automatically added to any mailing lists by us or otherwise.


How long do we keep your personal data?

Personally identifiable data (Typically your name, telephone number and email address and the chat transcript)  is retained on our chat platform for no longer than 12 months for archiving and evidence purposes. Information such as your name (given at the start of the chat) and email address (also given at the start of the chat) are stored until this date. Chat transcript text is also stored up to 12 months.

After 12 months or earlier at request by you or the operator of a chat account, the chat data (transcript) is deleted in its entirety.
Your name and email address will also deleted from system logs after 12 months (no sooner as this is required for evidence of use)

Meta data about your chat is retained for statistical purposes and is anonymous. (no longer containing personally identifiable data such as your name, chat transcript or email address)

If you have purchased one of our chat packages, your name, address and other information relating to the purchase for financial regulation will be retained as outlined by HMRC and required for business operation. We do NOT keep any credit card information on our platform.
Purchase information and financial information about a transaction with IMsupporting cannot be removed as this is required by Law.
Purchases are handled either by HSBC UK or PayPal INC. Please see their privacy policies relating to your purchase information and how they retain and use your personal information.


Links to other websites

This privacy notice does not cover the links withing this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.


How to contact us

Please visit our contact page HERE

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