Privacy Policy

1. Who we are

19 Six Software is the data controller for the personal data covered by this Privacy Policy. Throughout this policy, “we”, “us” and “our” refer to 19 Six Software. If you have any questions about this policy or how we handle your personal data, please contact us at support@19sixsoftware.com.

2. The information we collect

We may collect and process the following categories of personal data:

• Identity data, such as your name, company name, job title and account holder details.
• Contact data, such as email address, telephone number, billing details and correspondence records.
• Account data, such as login details, portal access information, support history and account preferences.
• Technical data, such as IP address, browser type, device information, pages visited, session identifiers, cookie choices, tracking identifiers and approximate location data derived from IP address.
• Usage data, such as how you use our website, client portal, support features and communications.
• Support data, such as tickets, attachments, messages, screenshots, diagnostic information and technical details you provide so we can support your business.
• Payment and subscription data, such as plan selection, billing status, Stripe customer and subscription references, and payment event information. We do not store full card details on our own systems.
• Marketing and communication preferences, where you choose to receive updates from us.

3. How we collect your information

• Directly from you when you fill in forms, contact us, sign up, subscribe, submit tickets or communicate with us.
• Automatically when you use our website or client portal through cookies, server logs and analytics-style data.
• From payment and infrastructure providers where needed to process subscriptions, maintain security and deliver support services.
• From authorised users within your company who add account details, team members, support notes or system access information into the portal.

4. How we use personal data

We use personal data to:

• Provide, manage and improve our website, support portal and software support services.
• Create and manage accounts, authenticate users and control access to portal features.
• Provide support, troubleshoot issues, respond to enquiries and resolve tickets.
• Manage subscriptions, billing, renewals, cancellations and account administration.
• Send service messages, transactional emails, support updates and important account notifications.
• Monitor platform performance, security, misuse and fraud risks.
• Maintain internal records, reporting, audit trails and legal compliance.
• Send marketing communications where you have asked for them or where we are otherwise permitted to do so by law.

5. Our legal bases for processing

Where UK GDPR applies, we rely on one or more of the following lawful bases:

• Contract — where processing is necessary to provide our services, manage subscriptions or fulfil our obligations to you.
• Legitimate interests — where processing is reasonably necessary to run and improve our business, support clients, keep systems secure and communicate about our services, provided those interests are not overridden by your rights.
• Legal obligation — where we must process data to comply with laws, regulations, fraud prevention or record-keeping requirements.
• Consent — where we ask for your consent, such as for certain marketing or optional cookies, and you may withdraw that consent at any time.

6. Support credentials and sensitive access data

Our portal may allow clients to store credentials or system access information so our support team can assist with technical issues. We treat this information as confidential and restrict access to authorised staff who need it for support purposes. Where credentials are stored, we use appropriate technical and organisational measures designed to reduce risk. You should only upload credentials that are necessary for support, and you remain responsible for ensuring you have authority to share them with us.

7. Payments and Stripe

We use third-party payment providers, including Stripe, to process subscription payments and manage recurring billing. Payment card details are processed by those providers and are not stored in full on our own systems. We may store limited payment-related data such as customer IDs, subscription IDs, billing status and payment event information so we can manage your account and subscription properly.

8. Who we share data with

We may share personal data with trusted third parties where necessary, including:

• Hosting, infrastructure, analytics, behavioural analytics, advertising measurement, email delivery and customer support providers.
• Payment processors and subscription management providers.
• Professional advisers, insurers, accountants or legal advisers where reasonably necessary.
• Regulators, law enforcement bodies, courts or public authorities where required by law or to protect our legal rights.
• Buyers, investors or advisers in connection with a merger, acquisition, financing, restructure or sale of business assets, subject to appropriate safeguards.

9. International transfers

Some of our service providers may process personal data outside the UK. Where this happens, we take steps to ensure appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent lawful transfer mechanisms.

10. Data retention

We keep personal data only for as long as reasonably necessary for the purposes set out in this policy, including for legal, regulatory, tax, accounting, dispute resolution and support record-keeping purposes. Retention periods may vary depending on the type of data, the nature of the service provided and our legal obligations. When data is no longer required, we will delete it or anonymise it where appropriate.

11. Security

We use reasonable technical and organisational measures to protect personal data against accidental loss, unauthorised access, misuse, alteration and disclosure. However, no online platform or transmission method is completely secure, so we cannot guarantee absolute security.

12. Your rights

Depending on your location and applicable law, you may have rights to:

• request access to the personal data we hold about you;
• request correction of inaccurate or incomplete data;
• request deletion of your personal data in certain circumstances;
• object to or restrict certain types of processing;
• request transfer of certain personal data to you or another provider;
• withdraw consent where we rely on consent; and
• complain to the Information Commissioner's Office if you believe your data has been handled unlawfully.

13. Cookies, analytics and similar technologies

Our website and portal use cookies and similar technologies to keep the site functioning, remember preferences, improve performance and understand how visitors interact with our pages. We use a consent banner to manage optional cookies and tracking where consent is legally required.

• Essential cookies help with core website and portal functions such as sessions, login state, form handling and security.
• Google Analytics may be used to measure website traffic, engagement and page performance.
• Meta Pixel may be used to understand website activity, campaign performance and conversion behaviour connected to our Meta advertising.
• Microsoft Clarity may be used to understand how visitors use our website through behavioural analytics such as click, scroll and session interaction data.
• You can manage optional cookies through our consent banner and through your browser settings. For more detail, please see our Cookie Policy.

14. Third-party links and services

Our website or portal may contain links to third-party websites, tools or services. We are not responsible for the privacy practices of those third parties, and you should review their own privacy notices before providing personal data to them.

15. Children

Our services are intended for business users and are not directed at children. We do not knowingly collect personal data from children.

16. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our services, operations, technology or legal requirements. The latest version will always be posted on this page with the updated revision date.