Privacy charter

As we are aware of the importance of respecting the private sphere and of protecting data we have revised this document which describes the rules we apply to the data that are entrusted to us and defines what part of the staff has access to which information, under what conditions and how we manage these rules.

1. What data is collected?

When someone registers on our site for one of our services, we have to ask you to provide us with personal details (last name, first name, phone number, mobile number, email address etc). They are stored in our databases and serve to identify you as the contract holder when you contact our support and in the event the contract is transferred between two entities for instance.

2. Protecting our databases

We implement any measures needed to prevent access to this data and to prevent it being changed or disclosed. Audit systems have been set up specifically for all the sensitive material.

3. Use of data

This information is treated with the utmost respect and is neither sold nor distributed, for whatever purpose.

It is not passed on to anyone requesting it under any circumstances whatsoever, unless this is subject to a Swiss court order.

We never carry out mass mailings on behalf of third parties and we never commission third parties to carry out mailings on our behalf.

We reserve the right to use the contents of the file for our own internal communications, destined for our customers directly in the event of technical incidents concerning them, to notify them of new services or of amendments to our terms and conditions, for example.

4. Processing of data stored by our customers on our infrastructure

4.1. Website (public space)

Other than public access via the Internet and using a normal browser, and access for updates via FTP at the discretion of our customers and at their own responsibility, only our system administrators and our support team have technical access to this data in order to guarantee smooth operation of our servers and to provide any advice and assistance our customers may require.

Space for private backups (private space)

The space for backups via FTP that is available to our customers is strictly private and no member of the staff at Infomaniak Network SA has authorized access to it without the explicit consent of the customer in question (for troubleshooting for example). If access is needed, the customer has to give us authorization (at least verbally), once they have been clearly identified, so that one of our staff can take care of it.

5. Processing of our customers' email

The email service is considered as strictly confidential in its entirety and no access of any kind is authorized, other than by the email account holder themself using their access details and usual software.

Our teams require express, specific, one-off permission from the customer in question when access to their email is necessary (e.g. if a customer contacts support to explain that access to their email is difficult or slow, and there is nothing to report on our servers, it may be necessary to log in to the email service in order to get a picture of the problem. In this case the customer must provide their permission prior to any access). This permission only applies to the current case being handled by support and ceases to apply as soon as the problem has been resolved.

We require that all the staff comply with these rules in full.

Our support team has an interface for monitoring email services that allow it to establish the size of a mailbox at any time and without restriction (as to the number of emails and space used) as well as the name of the folders there and the number of messages in each folder. No details about the contents of messages (individual size, senders, recipients, subjects, contents, dates) are visible or accessible. This interface is accessible to the team without restriction so that their work in providing support for our customers is made simpler. Access to this tool is protected, checked and audited to a high level.

6. Backups of websites and email

We make backup copies of everything we host, for the obvious reasons of data continuity. This data is subjected to the exactly the same rules, except that only our system administrators have access to it; this data is not available to our support team.

All backups are destroyed after one week, also the case of contracts that have been cancelled, ahead of time or upon the regular due date.

7. Amendments to this privacy charter

This document is likely to be amended over the course of time and the current version is always available on our website. It can be consulted without restriction at any time.