Privacy policy

Who we are

Solnyxus (“we”, “us”) provides managed IT services. We run this website, the client portal, and the Hub our team uses to look after our clients’ systems. This policy explains what personal information we collect through them, why, who helps us handle it, and the choices you have.

Questions about it, or about your information, go to hello@solnyxus.com.

What we collect, and why

When you contact us. The contact form asks for your name, your organisation, your email address, the plan you are interested in and your message. We use them to answer you and, if you become a client, to set up your account. We keep the enquiry as a sales record until you ask us to delete it or we no longer need it.

Live chat. When you chat with us on this site we receive your messages, the name and email address if you choose to give them, the page you were on and the page that brought you there, your browser’s description of itself, and a one-way scrambled version of your network address that we use only to stop abuse. Your messages are passed to our team’s Google Chat so whoever is on duty can answer. A finished chat, with everything in it, is deleted from our systems 90 days after it ends; the copy in our team’s Google Chat follows our Google Workspace retention settings, and a chat that becomes a support ticket or an enquiry is kept with that record. The chat sets no cookies: after your first message your browser keeps a chat key in its own storage so you can come back to the conversation, and clearing this site’s data removes it.

Client portal accounts. If your organisation is a client, your account holds your name, email address, organisation and role, and a password stored only as a one-way hash (we cannot read it). The portal keeps what you do there: the tickets you open, your comments and attachments, and your answers to our satisfaction surveys. Signing in sets one cookie that keeps you signed in; it is needed for the portal to work.

The systems we look after. When your organisation hires us, our tools collect what is needed to run its IT: machine inventory, health readings, alerts and logs, the people and devices we support, and passwords you ask us to keep (stored encrypted). We handle that information on your organisation’s behalf and on its instructions, under its service agreement with us.

Counting visits. We count page views ourselves, without cookies. For each view we keep the page address, the page that linked to it, and a short code made from your network address, browser and the date. The code cannot be turned back into any of those, and it changes every day, so it tells us roughly how many people visited on a day and nothing about who they were. We do not keep your network address for this.

Google Analytics, only if you say yes. This site does not use Google Analytics at the moment. If we switch it on, it will load only after you choose Accept in a cookie banner, advertising features will stay off, and you will be able to change your mind at any time.

Running the service. Like every website, our servers record technical details of each request, such as the network address, the time and the address requested, to keep the service secure and working. We keep them only as long as that needs.

Google accounts and Google user data

Some features use Google accounts. Each one asks for your permission on Google’s own screen first, and asks only for what that feature needs.

Sign in with Google. Staff and client portal users can sign in with a Google account. We receive your name, email address and Google account identifier, and use them only to recognise you and sign you in.

Our staff’s own Google accounts. A member of our team can connect their Google account to the Hub and choose which of these features to allow:

• Calendar: see their calendars and when they are free or busy, and add or update events for work booked in the Hub, such as appointments, maintenance and on-call shifts, including on a calendar the Hub creates for itself.
• Contacts: read and update their Google contacts, so the people we support are the same in the Hub and in their address book.
• Directory: read their organisation’s Google Workspace directory (names, email addresses and phone numbers of colleagues) to find the right person.
• Drive: only files the Hub creates, such as reports, invoices and documents saved to Drive. The Hub cannot see any other file.
• Meet: create Google Meet meetings for calls booked in the Hub.

Our clients’ Google Workspace. If a client’s Google Workspace administrator connects their Workspace through a link we send, the Hub uses only the features they approve on Google’s screen, and only to support that client.

How we use it. We use information from Google only to provide the features the person turned on, where they can see it in the Hub. We do not sell it, use it for advertising, or use it to train artificial intelligence or machine learning models. Our staff do not read it unless the person asks us to, or it is needed for security or to comply with the law. The access Google gives us is stored encrypted. Anyone can disconnect their Google account at any time from their profile in the Hub or in their Google account’s security settings; when they disconnect in the Hub, we ask Google to revoke the access and delete what we stored to use it.

Solnyxus’s use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Text message alerts

Members of our staff can choose to receive text message (SMS) alerts from the Hub, such as on-call pages and updates about incidents they are handling. Nobody receives them without having agreed to, and a mobile number is added to a staff profile only with its owner’s consent. Message frequency varies with what is happening. Message and data rates may apply. Reply STOP to stop receiving them, or HELP for help; you can also ask us to stop at hello@solnyxus.com.

We share mobile numbers only with the provider that delivers the messages (Twilio), and only to deliver them. No mobile information is shared with third parties or affiliates for marketing or promotional purposes. Text messaging opt-in data and consent are not shared with any third party.

Cookies and browser storage

• Signed in: one cookie keeps you signed in to the portal or the Hub. It is only set when you sign in.
• Signing in with Google: a short-lived cookie protects the sign-in round trip and is removed when it finishes.
• Chat: after your first message, a chat key in your browser’s storage (not a cookie) lets you return to the conversation.
• Your analytics choice: kept in your browser’s storage, so we do not ask again on every page.
• Google Analytics: not used on this site at the moment.

Who helps us, and who we share with

We do not sell personal information. These companies handle it on our behalf:

• Google (Google Workspace): our email, team chat, calendars and file storage.
• DigitalOcean: hosting for this website, the portal, the Hub and their database.
• Stripe: card and bank payments. Your card details go straight to Stripe; we never see the full number.
• Twilio: delivery of text message alerts to our staff.

We may also disclose information when the law requires it, to protect people or our services from harm, or to a company that takes over our business, which would remain bound by this policy.

How long we keep it, and how we protect it

We keep information for as long as we need it for the purpose we collected it for: chats for 90 days after they end (see above); enquiries until they are no longer useful or you ask us to delete them; client records for as long as we work together and afterwards as long as accounting, tax and legal duties require.

Everything travels encrypted (HTTPS). Stored passwords and access keys are encrypted, account passwords are hashed, staff see only what their role needs, and administrative actions are recorded in an audit log.

Your choices and rights

You can ask us for a copy of the information we hold about you, to correct it, to delete it, to receive it in a portable form, or to stop using it for a particular purpose. Write to hello@solnyxus.com; we answer within 30 days and may need to confirm who you are first. If we hold your information because your employer is our client, we may pass your request to them, since they decide what happens to it. You can also complain to your local data protection authority.

This site and our services are meant for organisations and adults, not for children under 16, and we do not knowingly collect their information.

Changes and contact

When this policy changes, the date at the top changes too, and we tell clients about changes that matter by email before they take effect. Our terms of service cover the use of the site and our services.

Solnyxus · hello@solnyxus.com