Privacy policy
Altitude Cloud Solutions ("ACS", "we", "us") respects your privacy. This policy explains what personal information we collect, why we collect it and how we look after it, in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
Types of personal information we collect
We only collect what we need to provide our IT, phone, mobile, internet, website and AI services. This may include:
- Contact details: your name, business name, email address, phone number and street address.
- Account and service details: the services you have with us, device and user lists, licence details, phone numbers and mobile services.
- Billing information: billing contacts and payment details needed to invoice you. Card details are handled by our payment provider, not stored by us.
- Support information: the details of support requests, and information we see while fixing a problem on your systems.
- Website information: what you type into our contact form or Buzz chat assistant, and basic technical data such as your IP address and browser type.
We collect information directly from you wherever possible: when you call or email us, fill in a form, chat with Buzz, sign up for a service or ask for support.
How we use your information
- To provide, manage and support the services you have with us.
- To answer enquiries and prepare quotes.
- To process orders, set up services with our suppliers and send invoices.
- To contact you about your services, including outages, renewals and security alerts.
- To improve our services and our website.
- To meet our legal and regulatory obligations, including telecommunications rules.
We do not sell your personal information. We will only send you marketing if you have agreed to it, and you can opt out at any time.
Our website, contact form and Buzz
Contact form
When you send our contact form, your details are emailed to our team at acs@altitudecs.tech so we can reply. The form includes spam protection that checks how the form was filled in and may record your IP address for rate limiting.
Buzz, our AI chat assistant
Buzz is an AI assistant that answers questions about our services. Before a chat starts, Buzz asks for your name and a phone number or email (and optionally your business), and these are emailed to our team so we can follow up. Your browser remembers these details for your next visit. Your chat messages and details are sent to our AI provider, Anthropic, to generate replies. If you ask Buzz to pass a request to our team, the conversation is emailed to us as well. Please do not share passwords, card numbers or other sensitive information in the chat. Buzz can make mistakes, so check anything important with our team.
Cookies and browser storage
We do not use advertising or tracking cookies. Our website stores a small amount of information in your own browser (for example, your Buzz conversation for the current visit and the details you entered in the Buzz chat form) so the site works properly. You can clear this at any time in your browser settings.
Remote support
When you ask for remote support, our technicians use remote access tools that you approve. We only access what we need to fix the problem.
Who we share information with
We share personal information only when it is needed to provide our services, or when the law requires it. This may include:
- Telecommunications carriers and wholesalers, to connect and manage phone, mobile and internet services.
- Software and cloud suppliers, such as Microsoft, to set up and license your services.
- Our IT management, remote support and security tools.
- Our website host and email providers.
- Our AI provider, for Buzz chats.
- Our accountants, payment providers and professional advisers.
- Government agencies or law enforcement, where the law requires it.
We expect our suppliers to protect your information and use it only for the purpose we provide it.
Overseas disclosure
Some of our suppliers store or process information outside Australia, including in the United States and Europe. For example, Buzz chat messages are processed by Anthropic in the United States, and some cloud and support tools use overseas data centres. Where we use overseas suppliers, we take reasonable steps to make sure they handle your information in line with the Australian Privacy Principles.
Keeping your information safe
We use reasonable security measures to protect your information from loss, misuse and unauthorised access, including multi-factor authentication, access controls, encryption and secure backups. Only staff who need your information to do their job can access it. When we no longer need information, we delete or de-identify it, unless the law requires us to keep it.
If a data breach is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.
Access and correction
You can ask to see the personal information we hold about you, and ask us to correct it if it is wrong. Contact us using the details below. We will respond within 30 days. If we cannot give you access, we will tell you why.
Complaints
If you are concerned about how we have handled your personal information, please contact us first so we can try to fix it. If you are not satisfied with our response, you can contact the OAIC at oaic.gov.au or on 1300 363 992. For complaints about phone or internet services, you can also contact the Telecommunications Industry Ombudsman at tio.com.au.
Changes to this policy
We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.
Contact us
For privacy questions or requests, contact:
Privacy Officer, Altitude Cloud Solutions
Email: acs@altitudecs.tech
Phone: 1800 965 100