SupportCALL-Wiki

Last updated: 2026/01/05

SupportCALL (PTY) Ltd. Reg No:2013/102719/07
David Maree ( t/a SupportCALL ) ABN 21 498 105 915
(“SupportCALL”, “we”, “us”, “our”)

This Privacy Policy applies to personal information we collect and handle through:

• Our websites (including supportcall.com.au, supportcall.co.za, sc-uscs.com, wanip.io and related SupportCALL domains)
• Our SupportCALL Ticket System: tickets.supportcall-isp.co.za
• Any SupportCALL signup / service application / debit order / survey / feedback forms (online or PDF)
• Communications linked to a SupportCALL service request (email, phone, WhatsApp) where the information is used to deliver or support a service request

“Personal information” means information that identifies you or could reasonably identify you (for example: your name, email address, phone number, physical address, or identifiers linked to your account, ticket, device, or service).

We collect information you choose to provide, including:

• Contact details (name, email address, phone number)
• Company details (company name, role, business registration details if provided)
• Address details (physical address and/or postal address) where relevant to service delivery
• Service request details (problem description, booking/timing preferences, notes you include)
• Ticket content (messages, internal notes, attachments such as screenshots/photos/documents you submit)
• Billing and account administration information (where required for invoicing and service administration)

Some SupportCALL signup forms may include fields that could be sensitive depending on what you enter (for example health-related information and/or support needs) to tailor assistance for specific client categories (such as seniors/pensioners). Where you provide sensitive information:

• we treat it as higher-risk information
• we use it only for the purpose you provided it for (service suitability, support planning, and service delivery)
• you must not provide sensitive information unless it is necessary for the specific support outcome you want

When delivering ICT services (including remote support, monitoring, security, and compliance-related services), we may handle technical information needed to diagnose issues and deliver the service, which can include:

• device and system information you provide or authorize us to access for troubleshooting
• service logs, ticket workflow metadata, and service outcome notes
• information needed to verify work completion and support quality (for example, before/after photos where physical work is done)

We collect information:

• when you submit a ticket or booking request
• when you contact us and we log your request for service delivery
• when you complete and send us SupportCALL forms
• when our systems automatically record basic operational/security logs (for example for maintaining service availability and preventing abuse)

We use personal information only for legitimate business purposes connected to delivering and managing SupportCALL services, including:

• creating and managing tickets, bookings, and service delivery workflows
• communicating with you about your requests, scheduling, and outcomes
• providing remote and onsite ICT services, including troubleshooting and implementation
• quality control, internal reporting, and service improvement
• billing, invoicing, and account administration
• protecting our systems, staff, subcontractors, clients, and the public from misuse, fraud, or security threats
• meeting legal and regulatory obligations (where applicable)

• We do not sell personal information to third parties.
• We do not authorize bypassing SupportCALL processes by dealing directly with subcontractors/local technicians outside the SupportCALL Ticket System process.

We share personal information only when necessary for service delivery or legal compliance, including:

• Within SupportCALL: staff/contractors who need the information to perform their role.
• With subcontractors/local technicians (where required): only the minimum information necessary to perform the specific job, and only under confidentiality obligations and SupportCALL ticketing/reporting rules.
• With service providers that host or operate our systems (for example, ticketing/hosting/email platforms) only as needed to operate the service.
• If required by law or to protect rights, safety, and security (for example responding to lawful requests).

SupportCALL operates and coordinates services across Australia and South Africa. Where a request or service involves cross-border operations, your information may be accessed/handled in the country needed to provide the service (Australia and/or South Africa). We limit cross-border access to what is required for service delivery and operational support.

We apply reasonable safeguards appropriate to the type of information and the service context, including access controls and operational security measures. No method of transmission or storage is risk-free. You must also protect your own information.

Security rule (mandatory): Do not send passwords or highly sensitive authentication details by email or general contact forms. Use a secure method agreed during service delivery.

• We keep information only for as long as needed to deliver services, manage accounts, comply with legal obligations, and resolve disputes.
• Where subcontractors/local technicians handle client information to complete a job, they are required to delete client data from their systems after completion or within a limited timeframe per SupportCALL subcontractor rules.

You can request:

• access to the personal information we hold about you (where lawful and practicable)
• correction of inaccurate or outdated personal information
• removal from non-essential communications (where applicable)

Requests must be submitted via the SupportCALL Ticket System so we can verify identity and track outcomes.

Our websites and platforms may use cookies or similar technologies for basic operation and security. You can control cookies in your browser settings. Disabling cookies may reduce functionality.

Our sites, ticket system, and wiki pages may link to third-party websites. We are not responsible for third-party privacy practices. Review third-party policies before providing personal information.

We may update this policy to reflect operational, security, or legal changes. The current version is the version published on this page. Check the “Last modified” date shown at the bottom of the page.

Your privacy, trust, and data protection are a priority.

We make use of AI-assisted tools in various parts of our business to improve speed, consistency, and service quality. This may include:

• drafting and improving written communications (quotes, summaries, reports, ticket replies)
• summarising ticket threads and attachments into work-ready notes
• categorising, prioritising, and routing support requests
• analysing technical information (for example logs and configuration notes) to support troubleshooting

Accuracy and human oversight

• AI can produce errors or incomplete outputs, especially as AI technology changes over time.
• Where AI-assisted content is used, we apply human review and practical validation appropriate to the service and risk level.
• If you believe any information we provided is incorrect or unclear, submit a correction request via the SupportCALL Ticket System and we will verify and rectify it.

Data minimisation

• We limit the information used in AI-assisted workflows to what is required for the specific task and service outcome.
• Do not include passwords, banking credentials, or other highly sensitive secrets in tickets, emails, or forms.