Privacy Policy

1. Introduction

EdgeLink ("we," "us," "our") operates as a telecommunications and infrastructure service provider offering fibre connectivity, wireless solutions, CCTV surveillance, access control, managed IT services, and remote hands services at data centres.

This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you:

• Visit our website
• Use our services
• Contact us for inquiries or support
• Enter into service agreements with us

2. Information We Collect

2.1 Personal Information

We may collect the following types of personal information:

• Contact Information: Name, email address, phone number, physical address
• Business Information: Company name, job title, business address
• Identification Information: ID number, tax number (for business clients)
• Financial Information: Billing address, payment details, banking information
• Technical Information: IP address, device information, browser type, operating system
• Service Usage Information: Internet usage, service preferences, support tickets
• CCTV Footage: Video surveillance data (for clients using our CCTV services)
• Access Control Data: Biometric data, access logs, time and attendance records

2.2 How We Collect Information

We collect personal information through:

1. Direct Interactions: When you fill out forms, contact us, or sign service agreements
2. Automated Technologies: Website cookies, server logs, analytics tools
3. Third Parties: Credit bureaus, payment processors, business partners (with your consent)
4. Service Provision: Network equipment, surveillance systems, access control systems

3. How We Use Your Information

We process your personal information for the following lawful purposes:

3.1 Service Delivery

• Provision of internet connectivity, wireless services, and telecommunications
• Installation and maintenance of CCTV systems and access control
• Remote hands services at data centre facilities
• Network management and optimization
• Technical support and troubleshooting

3.2 Business Operations

• Processing payments and managing accounts
• Billing and invoicing
• Credit checks and fraud prevention
• Contract management and administration

3.3 Communication

• Responding to inquiries and support requests
• Service notifications and updates
• Marketing communications (with your consent)
• Customer satisfaction surveys

3.4 Legal Compliance

• Compliance with POPIA, ICASA regulations, and other legal obligations
• Law enforcement requests and legal proceedings
• Protection of our rights and property

4. Information Sharing and Disclosure

We may share your personal information with:

4.1 Service Providers

• Network Infrastructure Providers: Openserve, fibre network operators
• Payment Processors: Banks and payment gateways
• IT Service Providers: Cloud hosting, data storage, technical support
• Equipment Suppliers: Hardware vendors and manufacturers

4.2 Business Partners

• Teraco Data Centres (for remote hands services)
• Subcontractors for installation and maintenance
• Security monitoring centres (for CCTV services)

4.3 Legal Requirements

• Regulatory authorities (ICASA, Information Regulator)
• Law enforcement agencies (with valid legal requests)
• Courts and legal proceedings

4.4 Business Transfers

In the event of a merger, acquisition, or sale of assets, your personal information may be transferred to the new entity, subject to the same privacy protections.

5. Data Security

We implement comprehensive security measures to protect your personal information:

5.1 Technical Safeguards

• Encryption of data in transit and at rest (SSL/TLS, AES-256)
• Secure network infrastructure with firewalls and intrusion detection
• Regular security assessments and penetration testing
• Secure data centre facilities with physical access controls
• Multi-factor authentication for system access

5.2 Organizational Safeguards

• Staff training on data protection and POPIA compliance
• Access controls and role-based permissions
• Confidentiality agreements with employees and contractors
• Incident response and data breach procedures
• Regular audits and compliance reviews

5.3 Data Breach Notification

In the event of a data breach that poses a risk to your rights and freedoms, we will:

1. Notify the Information Regulator within 72 hours
2. Notify affected individuals without undue delay
3. Take immediate remedial action to mitigate harm
4. Conduct a thorough investigation and implement preventive measures

6. Your Rights Under POPIA

As a data subject under POPIA, you have the following rights:

6.1 Right to Access

You have the right to request access to your personal information we hold and obtain a copy of such information.

6.2 Right to Correction

You may request correction of inaccurate, incomplete, or outdated personal information.

6.3 Right to Deletion

You may request deletion of your personal information where:

• It is no longer necessary for the purpose collected
• You withdraw consent (where consent was the basis for processing)
• You object to processing and there are no overriding legitimate grounds
• Processing was unlawful

6.4 Right to Object

You may object to processing of your personal information for direct marketing purposes or where processing is based on legitimate interests.

6.5 Right to Restrict Processing

You may request restriction of processing where you contest accuracy, processing is unlawful, or you need the information for legal claims.

6.6 Right to Data Portability

You have the right to receive your personal information in a structured, commonly used, and machine-readable format.

6.7 Right to Withdraw Consent

Where processing is based on your consent, you may withdraw consent at any time.

6.8 Right to Lodge a Complaint

You have the right to lodge a complaint with the Information Regulator if you believe your privacy rights have been violated.

7. Cookies and Tracking Technologies

7.1 What Are Cookies?

Cookies are small text files stored on your device when you visit our website. They help us provide you with a better experience.

7.2 Types of Cookies We Use

• Essential Cookies: Required for website functionality and security
• Analytics Cookies: Help us understand how visitors use our website (Google Analytics)
• Preference Cookies: Remember your settings and preferences
• Marketing Cookies: Track visits across websites for advertising purposes (with your consent)

7.3 Managing Cookies

You can control and manage cookies through your browser settings. Note that disabling cookies may affect website functionality.

8. Data Retention

We retain personal information for as long as necessary to fulfill the purposes outlined in this policy, unless a longer retention period is required by law.

8.1 Retention Periods

• Active Service Agreements: Duration of service plus 7 years (for legal compliance)
• Financial Records: 7 years from end of financial year (tax regulations)
• CCTV Footage: 30-90 days (unless required for investigations)
• Access Control Logs: 12 months (unless required for security investigations)
• Marketing Consent: Until consent is withdrawn or 2 years of inactivity
• Website Analytics: 26 months (Google Analytics default)

8.2 Secure Disposal

Upon expiry of retention periods, we securely delete or anonymize personal information using industry-standard methods.

9. Children's Privacy

Our services are not directed at children under the age of 18. We do not knowingly collect personal information from children.

If we become aware that we have collected personal information from a child without parental consent, we will take steps to delete such information immediately.

Parents or guardians who believe their child has provided us with personal information should contact us immediately.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors.

When we make material changes, we will:

• Update the "Last Updated" date at the top of this policy
• Notify you via email (if you have provided contact details)
• Display a prominent notice on our website
• Obtain your consent where required by law

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

11. Contact Information

11.1 Information Officer

11.2 General Inquiries

For general inquiries about our services or this Privacy Policy:

• Email: [email protected]
• WhatsApp: +27 XX XXX XXXX
• Website: www.edgelink.co.za

11.3 Information Regulator

If you are not satisfied with our response to your privacy concerns, you may contact the Information Regulator:

11.4 Response Times

We aim to respond to all privacy-related inquiries within:

• General Inquiries: 5 business days
• Data Subject Access Requests: 30 days (may be extended to 60 days for complex requests)
• Data Breach Notifications: Within 72 hours of discovery

Acknowledgment

By using EdgeLink's services or website, you acknowledge that you have read, understood, and agree to this Privacy Policy.

If you do not agree with any part of this policy, please do not use our services or provide us with your personal information.