GNL Solutions (“we,” “us,” “our,” or “Provider”) is committed to protecting your privacy and ensuring transparent data handling practices.
This Privacy Notice explains:
What data we collect
How we use it
How long we keep it
Your rights regarding your data
This Privacy Notice applies to all IT support and related services provided by GNL Solutions and complies with UK data protection law, including the Data Protection Act 2018 and General Data Protection Regulation (GDPR).
2. Who We Are
Data Controller: GNL Solutions
Controller Details:
Graham Long
Unit 6a, Hammonds Green Farm
Hammonds Green, Framfield
Uckfield, East Sussex TN22 5QH
Email: support@gnlsolutions.co.uk
We are responsible for deciding how your data is collected and used.
3. What Data We Collect
Account & Contact Information
Your name, email address, and phone number
Business name and address
Billing address
Payment information (processed securely via GoCardless)
Technical & Device Data
Device names, operating system versions, IP addresses
Hardware specifications (RAM, disk space, processor type)
Antivirus status and security threat detections
Software installed on your devices
Network configuration information
Device online/offline status and uptime logs
Support & Session Data
Support ticket details (issue descriptions, resolutions)
Ticket Reference — Which support issue was being addressed
Session Activity — General description of actions taken
What We Do NOT Log
Screen Content — We do not record screenshots or video of your screen
Keyboard Input — We do not capture what you type
File Content — We do not store or backup your files (except logs of file names accessed during support)
Personal Data Accessed — We do not log the content of sensitive data visible on screen
Why We Log
To provide audit trails for disputes
To ensure accountability and transparency
To allow you to verify who accessed your devices and when
To demonstrate compliance with professional standards
Your Access to Logs
You may request an audit report of all sessions on your account at any time. We will provide this within 5 business days at no charge.
7. Data Retention
Session & Support Data
Remote session logs are retained for 24 months
Support tickets are retained for 24 months
After 24 months, logs are automatically deleted
You may request earlier deletion of your logs
Billing & Invoice Data
Invoices and payment records are retained for 7 years (UK tax requirement)
Payment card details are not stored by us (processed by GoCardless)
Account Data
Your account information is retained while you are a subscriber
Upon cancellation, account data is retained for 12 months for dispute resolution
After 12 months, account data is deleted or anonymised
Device & Technical Data
Monitoring data (health, security status) is retained for 24 months
Historical device information is deleted after 24 months
We do not backup or archive your device data after service ends
Communications
Email and ticket messages are retained for 24 months
Deleted messages may be recoverable from backups for up to 90 days
8. Who We Share Your Data With
Third-Party Service Providers
ESET (Antivirus & Security Monitoring)
We share device security data with ESET to provide threat detection and antivirus updates
ESET processes data under their own privacy policy
Data shared: device name, OS version, security event logs, threat detections
MeshCentral (Remote Access Platform)
We share device availability data with MeshCentral to provide remote support
MeshCentral is self-hosted by GNL Solutions (we control the infrastructure)
Data shared: device online/offline status, device identifiers, session timestamps
GoCardless (Payment Processing)
We share your name, email, and payment authorisation with GoCardless
GoCardless processes data under their privacy policy
Data shared: name, email, payment authorisation (not full card details)
Other Disclosures
Legal Requirements
We may disclose data if required by law, court order, or government request
We will notify you of such requests unless legally prohibited
Data Breach
If your data is involved in a security breach, we will notify you within 72 hours as required by GDPR
Service Providers & Contractors
We do not hire external contractors for support services
If we do in the future, we will enter data processing agreements ensuring equivalent protection
No Selling of Data
We do not sell, rent, or trade your personal data to marketing companies or other third parties.
9. Data Security
How We Protect Your Data
Technical Safeguards
Encrypted connections (HTTPS/SSL) for all web services
Password-protected accounts with multi-factor authentication available
Firewalls and intrusion detection on our servers
Regular security updates and patches
Secure storage of session logs
Administrative Safeguards
Limited access to data (only Graham has access)
Confidentiality agreements for any contractors
Regular security audits
Incident response procedures
Physical Safeguards
Secure facility with access controls
Backup systems to prevent data loss
Your Responsibility
You are responsible for:
Maintaining strong passwords
Not sharing login credentials
Reporting suspected security breaches
Keeping your devices updated
10. International Data Transfers
Your data is stored and processed within the United Kingdom. We do not transfer your data outside the UK or EU unless:
You explicitly consent
It is necessary to provide the service
It is required by law
11. Your Rights Under Data Protection Law
You have the following rights regarding your data:
Right of Access
Request a copy of all data we hold about you
Request must be submitted in writing to support@gnlsolutions.co.uk
We will provide your data within 30 days at no charge
Right to Rectification
Request correction of inaccurate data
We will correct errors within 14 days where feasible
Right to Erasure (“Right to be Forgotten”)
Request deletion of your data (subject to legal retention requirements)
We may be unable to comply if data is needed for legal, contractual, or regulatory reasons
Billing and invoice data must be retained for 7 years
Right to Restrict Processing
Request that we limit how we use your data
We may continue to store data but will limit active processing
Right to Data Portability
Request your data in a structured, portable format (e.g., CSV)
We will provide this within 30 days at no charge
Right to Object
Object to processing of your data for legitimate interest purposes
We will cease processing unless we have a compelling reason to continue
Rights Related to Automated Decision-Making
We do not use automated decision-making to make decisions about your service
All significant decisions are made following manual review
How to Exercise Your Rights
To exercise any of these rights, please contact:
Email: support@gnlsolutions.co.uk
Mail: Graham Long, Unit 6a Hammonds Green Farm, Framfield, Uckfield, East Sussex TN22 5QH
We will respond within 30 days.
12. Data Retention Schedule
Data Type
Retention Period
Reason
Session Logs
24 months
Audit trail & dispute resolution
Support Tickets
24 months
Service history & support quality
Device Monitoring Data
24 months
Historical device health & security
Account Information
12 months after cancellation
Dispute resolution & compliance
Billing & Invoices
7 years
UK tax & financial regulations
Email Communications
24 months
Service documentation
Payment Information
Not stored by us
Processed by GoCardless only
13. Automated Decision-Making & Profiling
We do not use automated decision-making or profiling to:
Determine eligibility for service
Adjust pricing
Make service changes
Suspend or terminate your account
All significant decisions are made following manual review.
14. Third-Party Links & Services
This Privacy Notice applies only to GNL Solutions. If you access third-party websites or services linked from our portal (e.g., ESET, MeshCentral), their privacy policies apply. We are not responsible for their data practices.
15. Cookies & Tracking
Our Website
Our website does not use analytics, advertising cookies, or tracking technologies.
We use local storage only to remember your theme preference (light/dark mode). This does not track users or collect personal data.
Support Portal
Our support portal uses session cookies to:
Maintain your login
Remember your preferences
Protect against CSRF attacks
Third-Party Services
ESET and MeshCentral may use their own cookies. Refer to their privacy policies.
16. Data Processing Agreement (for Business Customers)
If you are a business customer and require a formal Data Processing Agreement (DPA) under GDPR Article 28, please contact us at support@gnlsolutions.co.uk.
We can provide a standard DPA for clients who act as data controllers and have personal data processed by us.
17. Data Breach Notification
Our Commitment
If a security breach occurs that compromises your data, we will:
Investigate the breach immediately
Notify you within 72 hours (as required by GDPR)
Provide details of what data was affected
Explain steps we’re taking to remedy the breach
Advise you on protective measures you should take
Your Responsibility
Where applicable, business customers may have separate legal obligations to notify affected individuals.
18. Complaints & Regulatory Authority
If You’re Not Satisfied
If you believe we have violated your data privacy rights, you may:
Contact Us First
Email: support@gnlsolutions.co.uk
We will investigate and respond within 30 days
Escalate to the ICO
Information Commissioner’s Office (ICO)
Phone: 0303 123 1113
Address: Water Lane, Wilmslow, Cheshire SK9 5AF
The ICO is the UK’s independent regulatory authority for data protection.
19. Changes to This Privacy Notice
We may update this Privacy Notice at any time. Significant changes will be announced via email at least 30 days in advance.
Continued use of our services after changes take effect indicates acknowledgment of the updated Privacy Notice.
20. Contact Information
Data Controller: GNL Solutions Contact Person: Graham Long
For Data Privacy Questions:
Email: support@gnlsolutions.co.uk
Mail: Unit 6a Hammonds Green Farm, Framfield, Uckfield, East Sussex TN22 5QH
Response time: Within 30 days
21. Acknowledgment
By subscribing to GNL Protect, you acknowledge that you have read and understood this Privacy Notice.
If you have any questions about how your data is handled, please contact us immediately.