At MSP we are committed to ensuring that your personal information is protected and never misused. To make better software and experiences, we collect information through the MSP website and our software. We protect this information carefully and handle it with discretion, we are open about its use and will always make you aware of the information you are sharing.
For your peace of mind, we have explained precisely what information we collect, why we collect it, how we protect it, and the controls you have to change or delete it.
Your trust is important to us. And as our software becomes more advanced, we will continue to put your privacy first.
Our Privacy Principles
Your privacy is engineered into everything we do.
Privacy policies can be complicated. We've tried to make ours as clear as possible and summarised how MSP handles your personal information in our privacy principles below.
Products and Services
We will only ask for or collect the personal information we need to provide and improve the service, products and experiences our customers expect.
Giving you control
We give you control over the personal information we hold about you to ensure it is accurate and reflects your preferences.
Safe and Secure
We make sure your personal information is always secure and protected.
Open and Honest
We are fair and transparent about how we use the personal information we hold.
Respecting your Trust
We only ever use your personal information for the purpose that you trusted us to use it for.
We will never sell your data
Keeping you informed
We respect your choices and will inform you if there are important changes that affect your personal information or how we use it.
MSP's Responsibility to you
We take responsibility for the personal information we hold about you.
What personal information do we hold?
We are not interested in collecting personal detail about you. Our main reason for collecting your personal information is to provide and improve the service, products and experiences that you and our customers expect from us.
Personal information is defined slightly differently all across the world. To guarantee your privacy and the protection of your information, we define it as any information that could be used to identify you or another individual.
We collect personal information from you in a number of different ways; you may share that information with us, or we may collect it using other means. In this section, we explain the different ways we collect personal information from you and some ways in which that information will be used. For more detail on how we use your personal information, please see the section titled "How do we use your personal information?".
Information you share with us
We collect personal information that you share with us when you contact us or interact with us through our website, email, phone or otherwise. We may also collect your personal data through face to face sales interactions. You can decide not to provide certain information, or ask that any information you have previously shared is removed. If you do so, you may not be able to take full advantage of our products, technology and service.
For example, you may provide information to us when you contact our customer service teams, place an order, invoke your warranty, complete a survey or questionnaire, update your preferences or visit our website.
Information from your online interactions
We collect and handle information from all visitors to our website, whether you actively provide us with that information or merely browse our website. The information we collect includes the internet protocol (IP) address of the device you are using, the browser software you use, your operating system, the date and time of access, the internet address of the website from which you link through to our website and information on how you use our website.
We use this information so that we can see how long our website takes to load, how they are used, the number of visitors to the different sections of our website, and what information visitors look at most.
We also collect and handle information about how you engage with our promotional campaigns and advertising online, outside of our own website (for example, on Google, YouTube or on social media).
When you use our website we may also use information collected by cookies. "Cookies" are small text files that websites save onto your device via your web browser. They’ve been around since the mid-1990’s and are one of the most widely used technologies on the internet.
For further information, including the types of cookies that we use and how to manage cookies placed on our website, please refer to our cookies policy.
How We Communicate With You
As a user of our products or services, we will send you support communications by e-mail.
As long as you are happy for us to do so, we would also like to keep you posted on anything that's happening at MSP which we think you might like to know about; whether it’s our latest product announcements or upcoming events, we want to make sure you’re happy with the communications you receive from us. You can find out how to update or change whether you would like to hear from us, or stop us contacting you, in the section below titled ‘How can you change the way that we contact you?'
We collect information about how you engage with our e-mails; including whether they are delivered to you, whether you open them, whether you choose to learn more about what's happening at MSP (for example, by clicking on a link in our e-mail) and if you ask us not to contact you any more (by clicking on the unsubscribe option included in all our e-mail correspondence).
We use that information by itself and in combination with our customer record (the information you share with us) to make sure that we stop sending you support or marketing communications when you ask us to. We also use it to make our e-mails as interesting as possible by providing you with content and experiences that we think you may be interested in based on how you have engaged with our previous e-mails; you have the right to object to our use of your information for this purpose (see the section below titled 'Your controls and choices').
We love interacting with you on social media. You may use social media to contact us about our MSP products, or to let people know what you think about your MSP product. We review publicly available social media and online sites to get a better understanding of what people are saying about us, and our products, technology and services and to assist consumers who prefer to contact us through social media.
The information we collect from social media and online sites sometimes includes personal information that has been put online and is publicly available. We make sure any information we use is properly credited to its source or is made anonymous.
These online and social media sites may have their own privacy policies explaining how they use and share your personal information. You should carefully review those privacy policies before you use these sites to make sure that you are happy with how your personal information is being collected and shared.
How do we use your personal information?
Our main reason for collecting and using your personal information is to provide and improve the service, products and experiences that you expect from us.
Information you share with us
We use the personal information you share with us in the following ways:
- To respond to your queries and requests;
- To communicate with you;
- To provide services and support for our products;
- For customer satisfaction surveys and to allow us to improve your experience should you need support from one of our technical experts;
- To provide updates to you about any changes to MSP policies, terms and conditions and any other matters which we may need to tell you;
- As long as you are happy for us to do so, to tell you about our other products and services;
- To provide you with essential service updates about your MSP products;
Information from your online interactions
We use the personal information from your online interactions, by itself and in combination with your customer record (the information you share with us), in the following ways:
- To identify any part of our website that isn’t working as well as it should - so we can fix things and make our website better for you and other users; and
- For profiling and statistical analysis of product popularity, and of our customers' behaviour when using our website.
Other potential uses of your personal information
We also use your personal information:
- To assist in any disputes, claims or investigations relating to your MSP product or warranty matters;
- To comply with our legal obligations.
MSP contact promise
We love to keep you posted, whether it’s on our latest product announcements, or upcoming events.
We do this in various ways, including e-mail, post, via social media platforms and by phone, but only if you are happy for us to do so.
Ultimately, we want to make sure you’re happy with the communications you receive from us.
We therefore promise to:
- Only send you marketing communications when you have told us it is OK to do so;
- Never pass your personal information to anyone outside MSP for them to use for their own marketing purposes; and
- Give you the option to stop receiving support or marketing communications at any time.
As a user of our products or services, we will send you the following support communications:
- Helpful information about your MSP product or the MSP service you use;
- Alerts for recommended software upgrades that may improve the performance of your product;
- Information about how and where to get help from MSP experts should you need support;
- Information about your MSP warranty;
- Alerts regarding any important product service announcements;
- Requests for your feedback on how we perform after you have had a MSP product or service.
We will send you support communications unless you change your preferences, or tell us that you want to stop receiving support communications from us. Please see the section below for more information about how to do this.
If your details change, please let us know so that we can continue to stay in touch.
How can you change the way that we contact you about our products, services and support?
We will only send you marketing communications when you have told us that you are happy for us to do so.
You can change the way that we contact you in the following ways;
Opt-In/Start Contacting Me
If you hadn’t previously asked us to send you marketing communications, you can ask us to start contacting you (sometimes called an "opt-in") by:
- Contacting MSP customer service and stating that you would like to receive communications from us.
Changing your preferences
If you have previously said that you would like us to contact you ("opted-in") but would like to change or update the way that we do so, you can update your preferences by:
- Contacting MSP customer service and stating that you would like to change or update the way that we contact you
- Using the update your preferences option included in all our marketing e-mail correspondence
Opt-Out/Stop Contacting Me
If you want to stop receiving marketing or support communications from us (sometimes called "opting out"), you can do so at any time by:
- Contacting MSP customer service stating that you no longer wish to receive such communications;
- Using the unsubscribe option included in all our marketing e-mail correspondence, or
- Emailing the MSP team at firstname.lastname@example.org
What personal information does MSP share with third parties?
Third parties who provide services on our behalf
The third parties who provide services on our behalf fall into the following categories:
- Our associate company Renishaw who act as a distributor, who help us to sell our products in certain countries;
- Those helping us to deliver products to you;
- Third parties that help us to provide services and responses to you.
We will also share your personal information if we are required to do so by law, including in response to a legal process, such as a court order or subpoena, or to comply with other national, state, provincial or local laws.
If you would like more information on how we share your personal information, please email us at email@example.com.
How long do we keep your personal information?
Your controls and choices
We give you control over the personal information we collect about you, to ensure it is accurate and reflects your preferences. For more information on how to change the way that we contact you, see the section above titled 'How can you change the way that we contact you about our products, services and support?'.
You have the right to access, update and amend personal information that we hold about you. If the law in your country allows us to impose a fee for giving you access, we will communicate this to you in response to your request.
In certain circumstances, you can also:
- object to our use of your personal information for certain purposes;
- ask us to limit or restrict our use of your personal information;
- ask us to remove or delete personal information about you; or
- provide your personal information to a third party provider of services.
If you would like to exercise any of your rights in relation to your personal information, please e-mail firstname.lastname@example.org.
How do we protect your personal information?
We are committed to protecting your personal information. We use appropriate technical and organisational measures, including encryption, to protect your personal information and privacy, and review those regularly. We protect your personal information using a combination of physical and IT security controls, including access controls that restrict and manage the way in which your personal information and data is processed, managed and handled. We also ensure that our staff are adequately trained in protecting your personal information. Our procedures mean that we may occasionally request proof of identity before we share your personal information with you.
In the unlikely event that we do suffer a security breach which compromises our protection of your personal information and we need to let you know about it, we will do so.
Data transfers, storage and the global handling of your personal information
We collect personal information in the country in which you live. We then host and store that information in the European Economic Area (EEA).
By submitting your personal information to us, and by using our website, or connected products, you agree to us transferring, storing and handling your personal information in this way.
We stand behind the commitments we have made. We will never change our policies and practices in a way that will offer less protection for personal information that we already have about you without your consent.
Policy last updated: 14/05/2021
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