Who we are
First Line Academy Ltd, trading as First-Line IT, provides technology support and practical IT training. It is registered in England and Wales under company number 15963751. Its registered office is 1112A High Road, Romford, RM6 4AH. For privacy questions, requests or complaints, email faiz@first-lineit.co.uk.
Information we collect
Depending on how you use the website, we may collect:
- Your name and email address.
- Your customer type, postcode and preferred contact time.
- Details about an IT issue, its urgency and impact.
- Files you choose to upload, such as a screenshot, PDF or text file.
- Academy waitlist details, including your learning stage and goals.
- Payment amount, status and transaction or invoice reference.
- Basic technical and security information needed to operate the website.
Please never submit passwords, verification codes, payment-card details or other information that is not needed to assess your request.
How and why we use it
We use personal information to:
- Assess, prioritise and respond to support requests.
- Prepare estimates, arrange appointments and deliver agreed services.
- Manage Academy pilot interest where you have asked to hear from us.
- Keep appropriate business, service and security records.
- Prevent misuse and maintain the reliability of the website.
The relevant lawful basis will usually be taking steps at your request before a contract, performing a contract, complying with a legal obligation, or our legitimate interests in operating and protecting the service. Where we rely on consent, you can withdraw it at any time.
Sharing and storage
We do not sell your personal information. It may be processed by trusted providers that help us host the website, store requests, communicate with you or deliver an agreed service. We only share what is reasonably necessary and may also disclose information where required by law.
Information may be processed outside the UK where a service provider operates internationally. Where this happens, appropriate contractual or legal safeguards are used.
When you join an arranged remote-support session, Zoho Assist provides the secure connection and may process your name, email address, device and connection details, session metadata and information visible during the support session. Zoho's own privacy policy also applies to its service.
When you pay through a private payment link, Stripe processes your billing details, payment method, transaction and fraud-prevention information. First-Line IT receives the payment status and transaction reference but does not receive or store your full card number. Stripe's own privacy policy also applies to its checkout service.
If you choose Klarna at checkout, Klarna may process identity, contact, payment, transaction, credit-assessment and fraud-prevention information to decide whether its payment option is available and to administer the agreement. Klarna's own privacy notice also applies.
How long we keep it
Enquiry and support records are normally retained for no longer than 24 months after the last meaningful contact, unless a longer period is needed for an active service, accounting, legal or dispute-resolution purpose. Uploaded files are reviewed and deleted when they are no longer needed. Academy waitlist details are kept until you unsubscribe, the pilot concludes or the record is no longer useful.
Your rights
Depending on the circumstances, you may ask to access, correct, delete or restrict the use of your information, object to processing, request data portability, or withdraw consent. Contact us using the email above. You also have the right to complain to the Information Commissioner’s Office.
Changes to this notice
We may update this notice when our services or legal obligations change. The latest version and update date will always appear on this page.