Handling personal information responsibly.
WHAT SUPPORT HANDLES
Names, addresses and contact details Account contents Sometimes payment information Occasionally sensitive material
WHAT TO MINIMISE
What you collect and what you retain.
WHAT TO NEVER ASK FOR
Passwords Full payment card numbers More than the task requires
WHAT TO BE CAREFUL WITH
Screenshots containing other people's data Customer data pasted into external tools Attachments forwarded without checking
WHY SCREENSHOTS SPECIFICALLY
They frequently contain far more than intended.
WHAT TO DO ABOUT TICKET RETENTION
Define how long tickets are kept, and enforce it.
WHY
Indefinite retention creates obligations and risk.
WHAT TO DO WITH DELETION REQUESTS
Follow the defined process, including support records.
WHY SUPPORT RECORDS SPECIFICALLY
They are frequently forgotten, and they contain a great deal.
WHAT TO RESTRICT
Who can see what.
WHY
Not everyone in support needs access to everything.
WHAT TO LOG
Access to customer data by staff.
WHAT TO TRAIN ON
What may be shared, and with whom.
WHAT TO DO ABOUT A REQUEST FROM SOMEONE OTHER THAN THE CUSTOMER
Verify authority before disclosing anything.
WHAT TO TAKE ADVICE ON
Your obligations, which vary by jurisdiction.
