This Privacy Policy explains how Earney IT ("Earney IT," "we," "us," "our") collects, uses, and protects information when you use the Earney IT platform — including the customer Support Portal, the helpdesk, appointment booking, the Virtual Technician assistant, our text-message (SMS) program, and related web applications and services (the "Services"). Where we process data on behalf of a business customer, our handling is also governed by the service agreement with that customer.
Earney IT does not sell, rent, trade, or otherwise distribute any customer information to third parties.
Mobile opt-in and SMS consent information is not shared with third parties for marketing or any other purpose.
1. Information We Collect
- Contact & identity: your name, work email, organization, role, and — where you provide it — your mobile phone number, typically supplied through your organization, your identity provider (e.g., Microsoft Entra ID), an intake form, or when you contact us.
- Support content: the tickets, messages, attachments, device and configuration details, and diagnostic information you submit or that are generated while we provide support.
- Appointment information: the times, locations, and details needed to schedule remote sessions and on-site visits.
- SMS / texting data: your mobile number, your opt-in and opt-out status, and the content and delivery status of the service messages we exchange with you.
- Usage & technical data: log data such as IP address, browser type, pages accessed, and timestamps, collected to operate and secure the Services.
- Cookies & sessions: strictly necessary cookies/tokens to keep you signed in and protect your session. We do not use advertising cookies.
2. How We Use Information
- To authenticate you and to provide, maintain, and improve the Services and our support;
- To respond to and resolve your support requests, including AI-assisted triage by the Virtual Technician;
- To schedule and manage appointments and on-site visits;
- To send you service and support text messages where you have opted in (see our SMS / Texting Terms);
- To secure the Services — to detect, prevent, and investigate abuse, fraud, and security incidents;
- To comply with legal obligations and enforce our Terms of Service.
We use your information only to deliver and support the Services. We do not use your support content or your mobile information to sell you unrelated products, and we do not use it to train third-party advertising models.
3. We Do Not Sell or Share Your Information
Earney IT does not sell, rent, trade, or otherwise distribute any customer information to third parties. We share information only as needed to deliver the Services, and only in these limited ways:
- Service providers / sub-processors: vendors who help us operate the Services under confidentiality and data-protection obligations, and only to deliver the Services on our behalf — for example our PSA / ticketing system (Autotask), our text-messaging / telecommunications provider, cloud infrastructure and hosting, and identity and email providers. They may use your information only to provide their service to us, never to sell it or for their own marketing.
- Your organization: where you access the Services through an employer or customer account, authorized administrators of that organization may access related records.
- Legal: when required by law, regulation, or valid legal process, or to protect the rights, safety, and security of Earney IT, our customers, and the public.
Mobile opt-in and SMS consent information is not shared with third parties for marketing or any other purpose. Your mobile number is used only to send the service messages you have opted in to and to support the Services; where a messaging provider transmits those messages for us, it may process your number solely to deliver our messages.
4. How We Protect Information
We apply commercially reasonable administrative, technical, and physical safeguards to protect your information against unauthorized access, alteration, or loss, including:
- encryption of sensitive data at rest (AES-256-GCM) and encryption in transit (TLS);
- role-based access controls and least-privilege access, so staff see only what they need to support you;
- network segmentation, logging, and monitoring; and
- prompt investigation of, and response to, suspected incidents.
No system is perfectly secure, but we work to protect your data and to respond quickly if something goes wrong.
5. Data Retention
We retain personal and support data for as long as needed to provide the Services, to meet the terms of the applicable service agreement, and to comply with legal, accounting, and security requirements. SMS opt-in and opt-out records are kept as needed to honor your messaging preferences and to demonstrate consent. When information is no longer needed, it is deleted or anonymized.
6. Your Choices & Rights
- Text messages: reply STOP to any message to opt out, or HELP for help. See the SMS / Texting Terms.
- Access, correction, and deletion: depending on your location and the applicable service agreement, you may have rights to access, correct, or delete your personal information, or to object to or restrict certain processing.
Because much of the data we hold is processed on behalf of a business customer, please direct such requests to your organization's administrator or to us at support@earneyit.com; we will support the request as required by law and the relevant agreement.
7. International & Children
The Services are operated for business use in the United States. They are not directed to children under 13, and we do not knowingly collect their personal information. If data is transferred across borders, we take steps to protect it consistent with applicable law.
8. Changes to this Policy
We may update this Privacy Policy from time to time. Material changes will be reflected by the "Effective date" above; continued use of the Services after changes constitutes acceptance.
9. Contact
Questions or privacy requests? Contact Earney IT at support@earneyit.com, by phone at (910) 386-4444, or by mail at 700 Military Cutoff Rd, Suite 200, Wilmington, NC 28405. See also our Terms of Service and SMS / Texting Terms.