Effective Date: July 1st, 2024
At Hills Connect (Hills Business Group Pty Ltd), we utilize advanced monitoring tools, including Remote Monitoring and Management (RMM) software and Microsoft Tenant access, to proactively manage and secure our clients’ IT environments. This policy outlines how we monitor client accounts and devices, ensuring data security, privacy, and compliance with legal obligations. By engaging our IT services, clients consent to the monitoring practices described in this policy.
1. Purpose of Monitoring
The purpose of monitoring client accounts and machines is to:
- Provide timely support and troubleshooting.
- Detect, prevent, and respond to potential security threats.
- Optimize system performance and functionality.
- Ensure compliance with regulatory standards where applicable.
Our monitoring practices aim to ensure the stability, security, and performance of client IT systems.
2. Scope of Monitoring
We monitor client environments through the use of various tools and software provided by clients to assist with IT management. This may include:
- Remote Monitoring and Management (RMM) Software: This software allows us to continuously monitor system health, performance, and potential security threats, enabling remote troubleshooting and timely issue resolution.
- Microsoft Tenant Access and Other Authorized Platforms: For clients using Microsoft 365 or similar platforms, we utilize tenant or account access to manage and secure accounts, facilitate software updates, and provide support for cloud-based resources.
- Other Authorized Software and Systems: Any additional software or systems to which we have been granted access by the client will be monitored as necessary to deliver our IT services, including applications for data management, network security, and support.
Each software or platform access is used strictly for IT service delivery, troubleshooting, and maintenance, and is monitored in compliance with our data privacy commitments and security standards.
3. Information Collected
Through our RMM and Microsoft Tenant monitoring, we may collect:
- Device and System Information: Including IP addresses, device IDs, system logs, and hardware/software configurations.
- Usage Data: Performance metrics, application usage, system uptime, and error reports.
- User Account Information: Account names, permissions, activity logs, and email data when necessary for troubleshooting.
- Security Alerts and Incidents: Data on potential security threats, login attempts, and virus/malware detections.
We do not access or monitor content without explicit client authorization unless it is directly relevant to the technical support or security issue at hand.
4. Use of Collected Information
We use the information collected from RMM and Microsoft Tenant monitoring for the following purposes:
- Preventive Maintenance: To monitor system health and preemptively address issues.
- Troubleshooting: To identify and resolve technical issues swiftly, minimizing client downtime.
- Security Monitoring: To detect and respond to potential threats, unauthorized access, or other security incidents.
- Reporting and Optimization: To assess usage patterns, enhance system performance, and improve service delivery.
5. Data Security and Access Control
We implement strict security measures to protect all client data collected through monitoring:
- Encryption: All data transmitted to and from our RMM platform and Microsoft Tenant and other software providers is encrypted.
- Access Control: Only authorized Hills Connect personnel have access to monitoring tools and data, based on their roles and responsibilities.
- Audit Logs: We maintain logs of access to client environments and accounts to ensure accountability and transparency.
6. Client Rights and Privacy
Clients retain ownership of their data and have rights regarding its access, usage, and retention:
- Access Requests: Clients may request access to logs or reports generated by our monitoring tools.
- Correction and Deletion: Clients may request corrections to any inaccuracies or deletion of data where feasible, except where retention is required by law or essential to service continuity.
- Monitoring Opt-Out: While monitoring is essential to providing our services, clients may discuss limitations or opt-outs with us. However, opting out of monitoring may limit our ability to provide effective support and security measures.
7. Data Retention and Disposal
We retain monitoring data only as long as necessary to fulfill our service obligations, comply with legal requirements, or support ongoing troubleshooting. When data is no longer required, we securely delete or anonymize it according to industry standards.
8. Third-Party Access
Hills Connect does not share monitoring data with third parties, except:
- Service Partners: In cases where our trusted service partners assist with support, monitoring, or threat resolution.
- Legal Requirements: If required by law or in response to valid legal processes. All third-party access is governed by contractual agreements to ensure data protection and compliance with this policy.
9. Changes to the Monitoring Policy
We may update this policy as our monitoring practices evolve or in response to legal requirements. We will notify clients of any significant changes by posting the updated policy on our website or by direct communication.
10. Contact Information
If you have questions about this Monitoring and Remote Management Policy or wish to exercise your rights regarding monitored data, please contact us at:
Hills Business Group Pty Ltd
Unit 1, 195-197 William St, St Albans, VIC Australia, 3021
Email: hello@hillsconnect.com.au
Phone: 03 4063 5063