Privacy and security policy and advice

Stroud Computers recognises that building trust with our clients is absolutely essential, also that we remain worthy of that trust. With that in mind we have set out some basic advice below along with our policies on privacy and security. I hope you see that we take these things seriously and that you can have confidence in us to provide you the right advice and that we respect how we handle your machines and data.

Much of it sounds scary, however you should not be intimidated, using your computer is fun and will bring fantastic benefits, you just have to follow a few sensible precautions, much as you would in making sure you have insurance, locking your house and closing windows before going to bed.

We are here to help you, so if you need advice or support don’t hesitate to call.

Privacy policy

• We collate and handle customer data required to provide our services and to establish warranty claims only, the data would include: Name, Address, Phone numbers and Email.
• We do not pass any of your personal information or data to any 3^rd parties, unless required for the provision of our service
• In certain circumstances where a client requests password resets or sells us equipment, we will require and will keep for our records a proof of identity in form of photo ID with an address (driving licence).
• Our website uses no cookies to track you or collate your information.
• We will not view, access, copy or distribute your personal files or email except where necessary to provide support (i.e. completing backups or diagnosing email or file specific problems).
• We recommend that you encrypt or password protect sensitive information.
• We do not divulge any information about you or your business unless required to by law.

Security Advice

• Backups – Please ensure you have a backup of your computer! We can’t stress this strongly enough, you should always ensure you have appropriate independent backups at all times, but particularly before sending your computer for repair. Hardware failure or the repair process can mean that data is lost please don’t get caught out, ensure you have a backup either on a separate physical device or on the cloud. If necessary, we can offer help on the best way to achieve this. It is not always practical or cost effective for us to backup data ahead of undertaking work, however on request we can in most cases make a backup on your behalf; we will make a charge for this service. Backup is ultimately your responsibility we cannot be held responsible for damages or losses.
• Virus and Malware – You absolutely should have and maintain computer security software guarding against virus and malware, definitions should be kept up to date; real time scanning should be enabled and regular scans performed. And yes, that does include Apple Mac’s these days. We can supply and install virus and malware detection software if you need it, we will make a charge for this, there may also be a subscription to pay after initial period. Security is ultimately your responsibility we cannot be held responsible for damages or losses
• Operating System – Ensure your Operating System (Windows or Mac) updates are completed regularly.
• Applications – Ensure you keep all applications up to date.
• Passwords – Ensure you keep different passwords for every account you hold, a password should be a minimum 8 characters (preferably longer) of mixed case, contain numbers and special characters avoid using familiar words, names of family or pets or keyboard sequences, also avoid using the same password with just the first of last characters changed.
• Home Wi-Fi – Ensure you are using WAPA2 AES or WAPA3 encryption, ensure your network is password protected, consider changing the default and not sharing passwords to widely. Also consider setting up guest access for friends and acquaintances.
• Router – Ensure your router is secure and that you change the default admin password.
• Public / hotel / guest house / restaurant / pub Wi-Fi hotspots – Avoid using these, they are very often not secure, use your mobile data if possible or consider using a VPN connection on public access Wi-Fi (many Security subscriptions are now offering this as an additional service).
• Internet of things (IoT) – There is a proliferation of lovely exiting new gadgets and gismos that make our lives easier; IP cameras, heating system controllers etc.  Most of them have very questionable security – consider carefully before adding these to your network or at least how best to do so without exposing yourself to hackers. Even our lovely new Wi-Fi enabled printer may not be a secure as you think….
• Other advice – A little additional advice on staying safe
  • Beware of fake websites, verify you have not been redirected to a fake site, if it does not look quite right – check first by typing the address yourself if in doubt
  • Only share personal information when you are sure you are on a trusted site.
  • Don’t click on links in unsolicited emails (delete them)
  • Hang up on unsolicited phone calls offering IT support (even if they say you have a problem) Seek advice from a trusted or verifiable local support professional.
  • If you think you have a virus or malware (your computer is doing unexpected things, directing you to strange websites, shut it down and switch it off, Seek advice from a trusted or verifiable local support professional.
• Further advice – We will gladly help by providing advice on computer security, we’ll always give basic advice free of charge, however if you need us to support you implementing security or you require more involved help, we will need to make a charge for this service.

Security Policy

• Physical security – We will take reasonable steps to protect your device whilst in our care:
  • Whilst in transit it will be locked out of site in the boot of a car, whilst on occasion we may need to visit other clients, minimal risks will be taken, for example we would not leave a car in a supermarket car park with client machines in transit.
  • Machines will be stored in our locked and secure second floor workshop, only we have access to.
  • Unless we know you, machines in for repair will only be returned on production of a valid receipt.
• Network Security – Should internet access be necessary in diagnosing problems or in downloading or updating software; your machine will only ever be connected to a segregated client network, thereby minimising the risk of any virus or malware propagation.
• Passwords – In the many of cases it will be necessary for you to share a privileged (administration level) password with us for us to perform diagnosis, support or repair, below is advice on preparing for this and how we will manage your password.
  • Ensure you have a backup!!
  • We will never keep your passwords alongside your equipment, they will be temporarily stored in an electronic encrypted password safe and deleted once our work is completed.
  • Many repairs will require administrative access (check with your technician), however simpler job may only require guest access, so consider setting up a guest account and password instead.
  • Consider encrypting sensitive data or whole drive (this could make it harder to recover though in the event of a failure) and impossible if you forget the password.
  • Delete your browsing history.
  • Remove any auto login passwords from your browsers.
  • Change your password after we return the machine to you.
  • We will never ever ask for online banking or purchase account passwords.
  • Of course, we can provide support to you where you are present and you type the password each time it’s required, however this could vastly increase the cost of repair / maintenance.
• Remote access – We will only ever remotely access your computer, when authorised by you to do so and only when necessary to provide support to you.
  • We ask that you log out of all purchase or banking accounts.
  • That you close all private or confidential documents.
  • Remain on hand to type in passwords for access as required.