HMS Customer Privacy Policy

Information types and reason for collection

• Q: To deliver products or services you order

  Processing of personal data is necessary to handle orders and deliver products or services to the company where you are employed, as well as handle warranty and payments.

  We process your information about which company you represent and your contact information, payment information and information about the products ordered. If you use our on-line services related to this, your IP number will also be stored.

  The data collected during order handling can also be used to contact you regarding products updates and advisories, HMS customer surveys and marketing of new products and services.

  If you do not want to receive such information you can ask us to block delivery by contacting us. We will store your data for seven years after your last contact with us, it will then be erased at the end of that year.

  In addition, economic transaction data will be archived according to the legal requirements for bookkeeping and taxes, in general for maximum ten years + current year.

• Q: HMS cloud services

  When using our cloud services, we are responsible data controller for processing information in the following categories:

  • Identification data (name, address, telephone, phone number, email address, company name and company identification)

  • Account data (user name, account name)

  • List of connected hardware devices.

  • Traffic metadata (including: the time and duration of the connection, number of bytes transferred, device identification and similar metadata)

  • Credentials (password, hint password)

  We process your data as long as you have an active service account. If there has not been any traffic associated to the account for seven years, the account and any associated data will be permanently deleted.

  We process this information to be able to provide the services as defined in the terms of usage and to develop and maintain our cloud services.

  This processing is based on our legitimate interest. The processing of personal data is necessary to ensure that only authorized individuals access the cloud services and to ensure that the cloud services are fully functioning and continuously developed, which we also believe is beneficial for you as a customer representative or user. In light of the above we have come to the conclusion that our legitimate interest outweighs your interest of not having your personal data processed for these purposes. You may object to this assessment, please read more about your rights below.

  If you do not provide your personal data to us we may not be able to provide you with access to the cloud services.

  Personally Identifiable Information in customer data / log data

  Traffic data generated to/from connected devices (log data) is owned by the HMS customer responsible for the current account. In case there is personal identifiable information processed in this data, the account owner (HMS Customer) is the responsible data controller and HMS will act as data processor in regards of this data.

   
• Q: Customer relationship management

  To deliver excellent services and provide you with quotations etc. we use a customer relationship management system. In this system we process your contact information, our activities (phone calls, emails, visits etc.) and what kind of information you want to receive.

  In case we have received your explicit consent, we may also process information about your visits on our webpages, see section “when you visit our web pages”.

  We base this process on legitimate interest and keep this information for seven years from the last activity.

• Q: Technical support and RMA handling

  To provide you with customer support we process your contact details, information about the product or service supported and other information you may submit related to the support case.

  To be able to follow up on your cases we keep this data for seven years after last contact, after this period we may keep general support information to improve our products and solutions but will remove any information that can be linked to an individual.

  We base this process on legitimate interest.

• Q: Marketing communication from HMS

  We will send you marketing information in the following cases:

  • You are a customer of us. In this case we will send you information based on legitimated interest.
  • You have actively signed up to receive email marketing, submitted a web form, or otherwise showed clear interest in HMS and our products and services, for example, at tradeshow fairs, trainings/seminars or via online webinar events. In this case we will send you information based on your consent.

  When sending you E-mail Marketing, we use legitimate interest the basis to send you marketing information on our products and services within in B2B environment. You will always have an option to “unsubscribe” in all commercial (non-transactional) emails that we send. Subscribing and unsubscribing from our Marketing Emails will require a double opt-in /opt-out process to verify your email address is valid. In some countries where it is appropriate, we will ask you to confirm your email address via a “double opt-in” process even with a form submission.
  

  In the case of industry lists from external marketing partners that provide GDPR-compliant addresses to relevant companies, we send your e-mail marketing on the basis of “legitimate interest”.

• Q: Customer surveys

  To enhance our offering, check trends and your overall satisfaction with HMS and our product and services, we do customer surveys from time to time.

  If not otherwise mentioned, we will store your contact information together with your answers to be able to follow up on you if necessary.

  We will send you surveys based on our legitimate interest, as described in the beginning of this section. The processing of your answers is based on your consent to participate in the survey.

• Q: Attendance to events (seminars, trainings etc.)

  If you attend our seminars, presentations or training workshops arranged by HMS, on-line or at location, we will store your contact information for follow up and for marketing activities.

  Recordings of presentations may occur, if we record questions etc from participants, we will inform you about this.

  In case food is provided we may ask for specific food preferences, this information can be sensitive and is only processed if required for the arrangement of the event and is then deleted.

• Q: On-line forums and social media activities

  If you submit information to our on-line forums or social media accounts managed by HMS, you provide this information based on your consent for us to process it. We ask you to not post any information that can be related to any third person.

• Q: When you visit our webpages

  Analytics
  When you visit our websites we gather GDPR-compliant web analytics. These analytics provide us with information about how our websites and web content is used. We use this data to improve the customer visiting experience on our websites. No Personal Identifiable (PI) information is obtained data is obtained. The data is stored in accordance with GDPR and remains the property of HMS Networks and is not shared with any outside party. HMS stores and uses this analytical data for 3 years.
  
  
  

  
  
  

   

  Server related data
  For all visits we automatically collect some technical information on the web server:
  Name of the file accessed, date and time of access, amount of data transmitted, notification of successful access, web browser, requesting domain and the public IP addresses of the requesting computer.

  We store this information based on legitimate interest only to be able to detect misuse or technical problems. The server logs are stored for six months.

  Marketing Automation
  We are using a Marketing Automation System that can track web visitor page history and web form submissions, which in turn links this data to our Customer CRM/Marketing System. 

  Whenever a contact visits a marketing-tracked key page, the marketing Automation system correlates the behavior-analysis cookie ID with the incoming contact data submitted with the marketing page form. In this way the cookie ID becomes mapped to a CRM/Marketing contact ID, so we can determine who has been browsing the site. The system applies its configured duplicated-detection method to determine whether incoming landing page data should be mapped to an existing contact or to a new contact.

  By deactivating “functional cookies” on our websites using the cookie consent tool, you will trigger an “anonymize script “ in our marketing automation system which intern tells the system not to set non-essential cookies. This will mean that although we can process your form submission data, we would not be able to correlate your website activities on our sites with your contact data in our system. 

• Q: When you use our LiveChat feature

  When using our live chat service, we store such data as name, email address, IP number, browser information, operating system, geolocation, previous visited pages on our website and a copy of the chat text transcript.

  We process this information based on your consent, given before you start the chat service.

  To allow both HMS and yourselves to continue an existing chat thread. Data will be kept for a maximum of 45 days, within a European data center subject to GDPR regulations.