PRIVACY POLICY

At iSupport – a service by Bliss s.à r.l., protecting your privacy is not simply a legal obligation; it is an essential part of the trust our customers place in us every day. Whether we provide technical support, Apple and Microsoft consulting, cloud services, managed IT services, training, or product advice, our customers entrust us with access to their computers, devices, cloud platforms and, in some cases, personal information. We recognise the responsibility that comes with that trust and are committed to handling all personal data responsibly, securely and transparently. This Privacy Policy explains how iSupport collects, uses, stores and protects personal data in accordance with the General Data Protection Regulation (EU) 2016/679 (“GDPR”) and other applicable Luxembourg data protection legislation. Our objective is simple: to collect only the information necessary to deliver our services professionally while maintaining the highest possible standards of confidentiality and security.

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1. WHO WE ARE

This Privacy Policy applies to:

iSupport – a service by Bliss s.à r.l.
39, rue de Bonnevoie
L-1260 Luxembourg
Luxembourg

Telephone: +352 20 40 20 20
Email: info@isupport.lu
Website: www.isupport.lu

RCS Luxembourg: B194152
VAT Number: LU27519103

Throughout this Privacy Policy, the terms “iSupport”, “we”, “our” and “us” refer to Bliss s.à r.l., operating under the commercial name iSupport.

For the purposes of applicable data protection legislation, iSupport may act either as:

  • Data Controller, where we determine how and why personal data is processed (for example when managing customer accounts, invoices, quotations, newsletters or our website); or
  • Data Processor, where we process personal data exclusively on behalf of our customers while delivering IT services. In these situations, the applicable Data Processing Agreement (DPA) forms part of our contractual relationship.

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2. SCOPE OF THIS PRIVACY POLICY

This Privacy Policy applies to:

  • visitors to the iSupport website;
  • prospective customers;
  • existing customers;
  • individuals contacting us by telephone, email, contact forms or other communication channels;
  • customers purchasing products or services through iSupport, including via the Apple Boutique section of our website;
  • customers receiving technical support, consultancy, managed services or training;
  • visitors to our offices.

This Privacy Policy applies regardless of whether you interact with us as an individual, sole trader, company representative or other authorised person acting on behalf of an organisation.

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3. PERSONAL DATA WE COLLECT

The categories of personal data we collect depend upon the services you request.

3.1 Customer Information

When establishing or maintaining a business relationship, we may collect:

  • full name;
  • company name;
  • postal address;
  • billing address;
  • email address(es);
  • telephone number(s);
  • VAT number where applicable.

We only collect information necessary to identify our customers, communicate effectively and provide the requested services.

3.2 Technical Information

As an IT service provider, we may process technical information relating to the systems we support, including:

  • computer and device models;
  • serial numbers;
  • operating system versions;
  • installed software;
  • software licences;
  • Microsoft 365 tenant information;
  • Microsoft user accounts;
  • Apple ID information where necessary;
  • domain names;
  • DNS configuration;
  • network configuration;
  • backup configuration;
  • cloud storage configuration.

Where required to investigate or resolve technical issues, we may also process diagnostic information or technical logs or share such information with authorised technology providers assisting in resolving those issues.

We do not routinely retain remote support session logs.

3.3 Credentials

Some customers request that iSupport securely retain credentials required to administer their systems.

Where this service is requested:

  • credentials are stored using an encrypted enterprise-grade password management solution;
  • access is restricted to authorised iSupport personnel who require such access to provide the requested services;
  • credentials are retained only for as long as necessary or until their removal is requested or they are no longer required.

3.4 Billing Information

To administer our business relationship we may process:

  • quotations;
  • orders;
  • invoices;
  • payment status;
  • purchase history;
  • subscription information;
  • software licences;
  • product serial numbers;
  • bank account information where required for SEPA Direct Debit or refunds.

Customers using the secure iSupport Dashboard may also access certain billing and payment information through that platform.

3.5 Data Minimisation

iSupport follows the principle of data minimisation.

We only collect, access and retain personal information that is necessary to provide the requested services, comply with legal obligations or protect the legitimate interests of our customers and our business.

We do not intentionally collect unnecessary personal information.

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4. HOW WE COLLECT PERSONAL DATA

In most cases, personal data is collected directly from you when you:

  • contact iSupport by telephone, email or through our website;
  • request information about our products or services;
  • request technical support;
  • purchase products or services;
  • attend meetings, consultations or training sessions;
  • visit our offices.

In certain circumstances, personal information may also be provided by authorised representatives acting on behalf of an individual or organisation. Examples include:

  • employers requesting the creation of user accounts for employees;
  • company directors providing details of new staff members;
  • colleagues introducing another colleague requiring support;
  • family members requesting assistance on behalf of another family member;
  • other persons authorised to act on behalf of an individual or organisation.

Where appropriate, we assume that the person providing such information has the necessary authority to do so.

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5. WHY WE PROCESS PERSONAL DATA

We process personal data only where there is a legitimate business purpose or legal obligation to do so.

Depending on the services provided, personal data may be processed in order to:

  • provide technical support and assistance;
  • deliver products and services;
  • administer Microsoft 365, Apple and other cloud platforms;
  • configure and maintain customer IT environments;
  • communicate with customers regarding support requests, quotations, projects and orders;
  • prepare quotations and contracts;
  • manage customer accounts;
  • process payments and maintain accounting records;
  • comply with applicable legal and regulatory obligations;
  • improve the quality and continuity of our services;
  • maintain the security of customer systems and services;
  • respond to technical incidents;
  • provide training and consultancy services;
  • send service-related communications such as maintenance notifications, licence renewals or security recommendations;
  • send newsletters, product updates and marketing communications where permitted by law or where consent has been obtained.

We never sell personal data to third parties.

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6. LEGAL BASIS FOR PROCESSING

Depending on the circumstances, iSupport relies upon one or more of the following legal bases under the GDPR.

6.1 Performance of a Contract

Most processing activities are necessary to fulfil our contractual obligations, including:

  • providing IT support;
  • delivering managed services;
  • supplying products;
  • administering Microsoft 365 environments;
  • configuring Apple devices;
  • performing cloud migrations;
  • providing consultancy and training.

Without processing the relevant personal data, we would be unable to provide these services.

6.2 Compliance with Legal Obligations

Certain information must be processed to comply with applicable legislation, including accounting, taxation and other statutory obligations.

Examples include:

  • invoices;
  • accounting records;
  • VAT information;
  • legally required correspondence.

6.3 Legitimate Interests

We may process personal data where necessary for our legitimate business interests, provided those interests do not override your rights and freedoms.

Examples include:

  • managing customer relationships;
  • improving service quality;
  • maintaining technical documentation;
  • protecting our systems against fraud or misuse;
  • maintaining network and information security;
  • responding to customer enquiries;
  • preventing unauthorised access.

6.4 Consent

In certain situations, processing is based upon your consent.

Examples include:

  • newsletter subscriptions where consent is required;
  • non-essential cookies;
  • optional marketing communications.

Where processing is based upon consent, you may withdraw that consent at any time without affecting the lawfulness of processing carried out before its withdrawal.

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7. SHARING PERSONAL DATA

We treat all customer information as confidential.

Personal data is only shared where necessary to deliver our services or where required by law.

Depending on the services provided, personal data may be shared with carefully selected service providers.

Cloud Platforms

  • Apple
  • Microsoft

Backup and Cloud Storage Providers

  • Veeam
  • Dropbox
  • IDrive

Remote Support Providers

  • TeamViewer
  • Apple Remote Desktop
  • AnyDesk

Communication Providers

  • Brevo
  • Letsignit
  • MIXvoip

Accounting and Business Management

  • Exact Online

Domain, DNS and Hosting Providers

Personal data may also be shared with:

  • domain registrars;
  • DNS providers;
  • website hosting providers;

where necessary to register, administer or maintain customer services.

Banking and Payment Providers

Where required, payment information may be shared with:

  • banking institutions;
  • SEPA Direct Debit providers;
  • payment service providers.

Technology Suppliers

Where necessary to fulfil customer orders or provide requested services, information may be shared with authorised technology distributors and suppliers.

Government Authorities

Personal data may be disclosed where required by applicable law, judicial order or requests from competent public authorities.

We require our service providers to process personal data only for the purposes for which it has been shared and to implement appropriate security measures to protect such information.

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8. INTERNATIONAL TRANSFERS

Some of the service providers used by iSupport may process personal data outside the European Economic Area (EEA).

Where such transfers occur, we ensure that appropriate safeguards are implemented in accordance with applicable data protection legislation.

These safeguards may include contractual, organisational and technical measures designed to provide an adequate level of protection for personal data.

Where possible, we work with providers that demonstrate a strong commitment to data protection and information security.

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9. DATA RETENTION

iSupport retains personal data only for as long as necessary to fulfil the purposes for which it was collected, comply with legal obligations or protect our legitimate business interests.

9.1 Customer Files

As part of certain support services, migrations or data transfers, customer files may be temporarily stored on iSupport systems or secure storage media.

Unless otherwise agreed or required for the completion of the requested service, these temporary copies are normally deleted within approximately 30 days after completion of the work.

iSupport does not routinely retain customers’ personal files beyond the period necessary to provide the requested services.

9.2 Business Correspondence

Business emails and correspondence may be retained for as long as reasonably necessary to:

  • maintain the customer relationship;
  • provide ongoing support;
  • preserve an appropriate service history;
  • comply with legal and contractual obligations.

9.3 Technical Documentation

To ensure continuity of service and improve future support, we may retain:

  • configuration information;
  • technical documentation;
  • support notes;
  • network documentation;
  • licensing information.

These records enable us to provide faster and more effective assistance whenever customers require further support.

9.4 Credentials

Where customers have requested that iSupport securely retain credentials, these are kept only for as long as necessary to provide the requested services.

Credentials are removed when:

  • they are no longer required;
  • the customer requests their removal; or
  • the customer relationship ends and there is no legitimate reason to retain them.

9.5 Backup Services

Where iSupport assists customers in implementing backup solutions, backup data is generally stored by the selected backup provider or within the customer’s own infrastructure.

iSupport does not routinely retain customer backup data on its own systems.

9.6 Accounting Records

Invoices, accounting records and other documentation required for legal or tax purposes are retained for the period prescribed under applicable Luxembourg legislation.

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10. INFORMATION SECURITY

Protecting customer information is fundamental to the services we provide.

Because our customers entrust us with access to their devices, cloud services and business environments, we take appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, disclosure, alteration or destruction.

Depending on the services provided, these measures may include:

  • encryption where appropriate;
  • multi-factor authentication wherever available and appropriate;
  • access restricted to authorised iSupport personnel on a need-to-know basis;
  • encrypted enterprise-grade password management for customer credentials where requested;
  • secure remote support methods;
  • regular review of systems and security procedures;
  • recognised industry security practices.

Access to customer information is strictly limited to authorised iSupport personnel who require such access to provide technical support, administration, billing or other requested services.

All persons authorised to access customer information are subject to appropriate confidentiality obligations.

Although we apply appropriate safeguards, no method of electronic transmission or storage can be guaranteed to be completely secure. We therefore encourage customers to adopt appropriate security practices within their own organisations.

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11. COOKIES AND SIMILAR TECHNOLOGIES

Our website uses cookies and similar technologies to ensure the proper functioning of the website, improve your browsing experience and, where applicable, analyse website usage.

We use Complianz to manage cookie consent.

When you first visit our website, you will be invited to choose your cookie preferences. Non-essential cookies are only placed where you have provided the necessary consent.

You may review or modify your cookie preferences at any time using the “Manage consent” button available on our website.

Further information regarding the cookies used on our website is available through our cookie management platform.

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12. MARKETING COMMUNICATIONS

iSupport may occasionally send newsletters and other communications containing information about:

  • new services;
  • product updates;
  • security recommendations;
  • technical information;
  • events;
  • company news.

Where required by law, such communications will only be sent where appropriate consent has been obtained.

Where permitted by applicable legislation, existing customers may receive communications relating to products or services similar to those previously supplied by iSupport.

Every marketing communication includes a simple and free method of unsubscribing from future communications.

Customers may withdraw their consent or unsubscribe at any time without affecting the services we provide.

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13. YOUR RIGHTS

Under the General Data Protection Regulation (GDPR), you may have the following rights regardingyour personal data:

  • the right of access;
  • the right to rectification;
  • the right to erasure (“right to be forgotten”);
  • the right to restriction of processing;
  • the right to data portability;
  • the right to object to processing;
  • the right to withdraw consent where processing is based on consent;
  • the right to lodge a complaint with the Commission nationale pour la protection des données
  • (CNPD) in Luxembourg.

Where you wish to exercise any of these rights, we will respond as promptly as reasonably possible and in accordance with applicable legal requirements.

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14. CONTACTING US

If you have any questions regarding this Privacy Policy or the way in which iSupport processes personal data, please contact us.

iSupport – a service by Bliss s.à r.l.
39, rue de Bonnevoie
L-1260 Luxembourg
Luxembourg

Telephone: +352 20 40 20 20
Email: info@isupport.lu
Website: www.isupport.lu

We will always endeavour to respond promptly and assist you with any privacy-related enquiry.

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15. CHANGES TO THIS PRIVACY POLICY

We regularly review this Privacy Policy to ensure that it remains accurate and reflects changes in our services, technology, legal obligations and applicable data protection legislation.

Any future amendments will be published on this page together with the date of the latest revision.

We encourage you to review this Privacy Policy periodically to remain informed about how we protect your personal information.

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Last updated: July 2026

 

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