Privacy Policy

We only collect what we need to provide support and keep your accounts protected.

• Your account details. Your name, email address and password when you create a member portal account, plus the plan you are on and whether you are the main contact for a family or business account.
• Billing information. Your billing email, your plan, and the customer and subscription reference numbers held by our payment providers. We do not store your card number. Card details are entered directly with our payment provider and we never see the full number.
• Support requests. Anything you send us in a support request or reply, including the subject, the message, and any details you choose to include about your situation. We also record when a technician worked on your account, how long it took, and a short description of the work.
• Your devices. The devices you add or that we manage for you, including type, brand, model, nickname, operating system, notes you write, and technical identifiers reported by our management software such as machine name, operating system version and protection status.
• Dark web monitoring. The email addresses you ask us to monitor, and the results we find, which can include the name of the breached company, the date, and the kinds of information exposed in that breach, for example passwords or physical addresses.
• Free breach check. If you use the free breach check on our website, we do not keep the email address you entered or the result. The result is shown to you and then discarded. To stop the tool from being abused, we keep a scrambled one way code of the address and of your internet connection, with the time of the check, and we delete those codes after 24 hours. They cannot be turned back into your email address.
• Website contact form. Your name, email, phone number if you provide one, and your message. See the section below on the contact form for detail on what is kept where.
• Ask KeepConnected chat. The messages you send to our assistant and the replies it gives, saved so you and our team can look back at the conversation.
• Emails we send you. A record that a message was sent to your address, so we can tell whether an alert or a password reset actually reached you, and so we can honour unsubscribe requests.
• Staff activity records. A log of actions our staff take on your account, so we can answer questions about who changed what.

• To answer your support requests and keep track of ongoing work.
• To protect your devices and let you know when something needs attention.
• To tell you when one of your monitored email addresses turns up in a breach.
• To manage your membership, seats and billing.
• To send you service messages such as sign in links, password resets and alerts.
• To send occasional security tips, only if you asked for them. You can unsubscribe at any time.

We do not sell your personal information, and we do not share it for advertising.

We use a small number of trusted service providers to run our business. Each one receives only the information it needs to do its job.

• Freshdesk runs our support ticket system. It receives your name, email address, and the content of your support requests, replies and contact form messages.
• Atera is the software we use to look after managed devices. It receives your email address for account matching, and information about your devices such as machine name, operating system and status.
• ThreatDown, from Malwarebytes, provides the security protection on managed devices. It receives your email address for account matching and reports back protection and detection status.
• Have I Been Pwned powers our dark web and breach monitoring. When we run a check, the email address being checked is sent to their service, which tells us whether it appears in a known breach.
• Stripe processes card payments and subscriptions. It receives your billing email and holds your payment details.
• Square is used for billing on some longer standing accounts. For those accounts we store only a customer reference number so we can match your billing record.
• Resend delivers our emails. It receives your email address and the content of the message being sent to you.
• Supabase hosts our database, sign in system and member portal data.
• Lovable provides the platform our website and member portal are built and hosted on.
• OpenRouter provides the artificial intelligence features described in the next section.

We may also disclose information if we are legally required to do so, for example in response to a valid court order.

Three parts of our service use an AI model, reached through a provider called OpenRouter. The model currently used is Claude, made by Anthropic.

• Ask KeepConnected. Your chat messages are sent, along with a short summary of your account so the assistant can answer usefully. That summary can include your first name, your email address, your plan and billing status, how many breach findings you have, the subject lines of your open support requests, and the list of devices on your account.
• Technician briefings. When a technician prepares for work on your account, your support ticket history, including subjects and message content, along with your name, email, plan and account type, is sent to generate a summary for them.
• Device lookup. When we check whether a device model is still supported, only the device type, brand and model are sent. No personal information is included.

We do not use your information to train AI models. How OpenRouter and the underlying model provider handle the requests we send them is governed by their own privacy and data handling terms, which we do not control.

When you send us a message through the contact form, your name, email, phone number if given, and your message are sent to our support ticket system, Freshdesk, and handled there like any other enquiry.

Separately, our own database keeps a short record of the submission so we can stop automated spam. That record contains only your email address, the date and time, and a scrambled one way version of your network address. The scrambled version cannot be turned back into your network address. Your name, phone number and message are not stored in our database.

KeepConnected is based in Ottawa, but several of the providers listed above are based in the United States or operate infrastructure in the United States and Europe. This includes our support ticket system, device management, security protection, payment, email delivery, hosting and AI providers.

That means some of your information is stored or processed outside Canada, and while it is there it may be accessible to the courts and law enforcement agencies of those countries under their own laws.

• Information travels to and from our systems over encrypted connections.
• Access to member information in the portal is controlled by database rules, so you see your own account, a main contact sees their family or business account, and staff access is limited to what their role requires.
• Sensitive credentials for our service providers are held in a secured store and are never shown in the portal.
• Staff actions on member accounts are logged.

No system can be guaranteed completely secure, but we take reasonable steps to protect the information we hold.

We keep member account, support, device and monitoring records for as long as you are a member, and for a period afterwards so we can answer questions about past work and meet our business and tax obligations.

Some records have a set lifespan. Records deleted by staff are held in a recovery area for 60 days and then permanently removed. Unused prepaid support hours expire one year after purchase.

Free breach checks made on our website are not retained at all. The anti abuse codes described above are deleted after 24 hours.

Other records, including chat transcripts, breach findings, contact form spam records and staff activity logs, do not currently have an automatic deletion schedule. If you would like your information removed, please contact us using the details below and we will remove what we are not required to keep.

You can see and update much of your information yourself by signing in to the member portal. Your name, monitored email addresses and device list can all be changed there.

You can also ask us for a copy of the personal information we hold about you, ask us to correct anything that is wrong, or ask us to delete your information. Contact our privacy officer using the details below. We may need to confirm your identity before we act on a request, and we will respond within a reasonable time.

Some information may need to be kept even after a deletion request, for example billing records we are required to hold. If that applies, we will tell you.

Christian Ste-Marie is responsible for privacy at KeepConnected.

• Phone: 613-445-1500
• Email: support@keepconnected.ca
• 2720 Queensview Drive, Ottawa, Ontario, K2B 1A5

If you have raised a privacy concern with us and you are not satisfied with how we handled it, you can make a complaint to the Office of the Privacy Commissioner of Canada at priv.gc.ca or by calling 1-800-282-1376.

If we change how we handle personal information, we will update this page and change the date at the top.