Legitimate Interest Policy

We may process your personal information for carefully considered and specific purposes which are in our Legitimate Interests and enable us to enhance the products and services we provide, but which we believe also benefit our customers. Legitimate Interests means the interests of our company in conducting and managing our business to enable us to give you the best service/products and the best and most secure experience.

For example, we have an interest in making sure our marketing is relevant for you, so we may process your information to send you marketing that is tailored to your interests. When we process your personal information for our Legitimate Interests, we make sure to consider and balance any potential impact on you (both positive and negative), and your rights under data protection laws. Our legitimate business interests do not automatically override your interests - we will not use your Personal Data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law).

If you have any concerns about the processing of your personal data, you have the right to object to processing that is based on our Legitimate Interests. For more information on your rights, please see our full privacy policy here.

BackUp Policy

We retain 1 week of nightly backups. These are taken automatically and stored on the highly reliable Amazon RDS service. Data is backed up more frequently than this and may be available at points during the day. If you require to restore data then please get in touch to see what we can arrange.

Support Policy

Velresco Technical Support applies only to Velresco's licensed software products. Where users have received recognised training.

To help you successfully use our software, Velresco may provide:

• Initial training to ensure vFlow competence (usually a paid for service at the start of a vFlow subscription)
• Phone call or Email support to answer technical or usage questions
• Remote connection to devices where possible to provide direct user support

Software Maintenance and Bug Fixes

On the rare occasions that these occur, we will inform vFlow Administrators of any bugs found and associated fixes as soon as we become aware of these and all necessary corrective actions will be advised and / or taken by Velresco Technical Support.

Support Hours

Support is provided in English and between 09:00 and 18:00 GMT Monday to Friday (normal UK business working hours).

Problem Handling

For usage problems, please refer to the relevant Help page on the system before trying to contact support. Initial contact for technical support should be via info@velresco.com.

• Once Velresco have any relevant information to understand the issue (e.g. any error messages, or conditions to cause an error) an assessment will be made of the problem severity and the user will be informed of the likely time to fix. (This response should be received within 4 working hours of the the issue being raised)
• The majority of technical issues will normally be resolved within 1 working day. However, where this is not possible, we will provide an update to the user stating an estimated resolution time.