Privacy Policy

Last updated: April 2026

Introduction

The IT Experience ("we," "us," or "our") is a managed service provider based in Southern New Hampshire. We are committed to protecting the privacy of our clients and website visitors. This Privacy Policy describes how we collect, use, disclose, and safeguard information when you use our services or visit our website.

Information We Collect

Information You Provide

We collect information you voluntarily provide, including:

• Contact information (name, email address, phone number, business name, mailing address)
• Account credentials for services we manage on your behalf
• Support request details and communication history
• Billing and payment information
• Information submitted through forms on our website

Information Collected Through Managed Services

When you subscribe to our managed services, we may collect:

• System hardware and software inventory data from managed endpoints
• Network configuration and performance data
• System event logs and security alerts
• Remote session connection logs and screen recordings (for quality assurance and accountability)
• Backup metadata and status reports
• Endpoint health, patch status, and compliance data

Information Collected Automatically

When you visit our website, we may automatically collect:

• IP address and browser type
• Pages visited and time spent on pages
• Referring website or search terms
• Device type and operating system

How We Use Your Information

We use the information we collect to:

• Provide, maintain, and improve our IT services
• Monitor and manage your systems, networks, and endpoints
• Respond to support requests and communicate about your account
• Process payments and send invoices
• Detect, prevent, and respond to security threats on managed systems
• Generate reports on system health, compliance, and performance
• Comply with legal obligations and enforce our terms of service
• Send service-related communications, updates, and maintenance notices

Remote Access and System Monitoring

As a managed service provider, we may remotely access your systems to provide support, apply updates, and perform maintenance. We want you to know:

• We will never access your systems without your knowledge and authorization
• All remote connections are logged with timestamps and technician identification
• Remote sessions may be screen-recorded for quality assurance and accountability
• Connection logs and session recordings can be requested by the account owner at any time through our Contact Us page
• Monitoring agents installed on managed endpoints collect system health data only — we do not monitor personal browsing activity, keystrokes, or personal communications

Information Sharing and Disclosure

We do not sell, rent, or trade your personal information. We may share information only in the following circumstances:

• Service providers: We work with third-party vendors (such as Huntress for security monitoring, ConnectWise for remote support, and NinjaRMM for endpoint management) who require limited access to provide their services. These vendors are bound by their own privacy policies and contractual obligations.
• Legal requirements: We may disclose information when required by law, subpoena, or court order, or to protect our rights, property, or safety.
• Business transfers: In the event of a merger, acquisition, or sale of assets, client data may be transferred as part of the transaction. You will be notified of any such change.
• With your consent: We may share information with third parties when you have given us explicit permission to do so.

Data Security

We implement industry-standard security measures to protect your information, including:

• Encrypted remote connections for all support sessions
• Secure, access-controlled storage for client data and credentials
• Regular security assessments of our own infrastructure
• Employee training on data handling and privacy practices
• Multi-factor authentication on internal systems

While we take reasonable measures to protect your information, no method of transmission or storage is 100% secure. We cannot guarantee absolute security.

Data Retention

We retain client information for the duration of the service relationship and for a reasonable period afterward as needed to fulfill legal obligations, resolve disputes, and enforce our agreements. Support logs and session recordings are retained for a minimum of 12 months. When data is no longer needed, it is securely deleted or anonymized.

New Hampshire Data Breach Notification

In compliance with New Hampshire RSA 359-C:20, if we become aware of a security breach involving your personal information, we will notify affected individuals as required by law. Notification will be made in the most expedient time possible and without unreasonable delay, consistent with the legitimate needs of law enforcement and any measures necessary to determine the scope of the breach.

Your Rights

You have the right to:

• Request access to the personal information we hold about you
• Request correction of inaccurate information
• Request deletion of your personal information (subject to legal retention requirements)
• Request copies of remote session logs and recordings associated with your account
• Opt out of non-essential communications
• Withdraw consent for data processing where consent is the basis for processing

To exercise any of these rights, please reach out through our Contact Us page or call (603) 505-4290.

Third-Party Websites

Our website may contain links to third-party sites. We are not responsible for the privacy practices of these external sites. We encourage you to review the privacy policies of any third-party sites you visit.

Children’s Privacy

Our services are not directed to individuals under the age of 13. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us immediately.

Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated revision date. Continued use of our services after changes constitutes acceptance of the revised policy.

Contact Us

If you have questions about this Privacy Policy or our data practices, please reach out through our Contact Us page, or get in touch using the information below:

• Phone: (603) 505-4290
• Hours: Monday – Friday, 9:00AM – 5:00PM