Privacy policy

Who we are

SnakeGrid is provided by The Severn Partnership Limited, a company registered in England and Wales (company number 04492795). Our registered office is Munnelly House, 84-88 Pinner Road, Harrow HA1 4LP, and SnakeGrid is run from Lambda House, Hadley Park East, Telford, Shropshire TF1 6QJ.

The Severn Partnership Limited is the controller of the personal information described in this policy, which means we decide how and why it’s used. We’re registered with the Information Commissioner’s Office (ICO) under registration number ZA221588.

We work with partners on the development and licensing of SnakeGrid. Where a partner handles your information directly, for example when you download software from its website, it does so under its own privacy notice.

You can contact us about anything in this policy at snakegrid@severnpartnership.com, by phone on 01952 676775, or by writing to us at the Telford address above.

The information we collect

If you contact us

When you send an enquiry through our contact form, we collect your name, email address, phone number if you give it, the subject you choose (such as sales, support or partnerships) and your message. If you email or call us, we keep a record of the conversation and your contact details.

If you visit our website

With your consent, Google Analytics records how you use the site, including the pages you visit, roughly where you are and the device and browser you’re using. Our website’s security firewall also checks visitors’ IP addresses so it can block malicious traffic.

If you’re a customer, partner or supplier

We hold the business contact details of the people we deal with at client, partner and supplier organisations: names, job titles, employers, work email addresses and phone numbers. When we design a SnakeGrid for a project, license our software, or provide technical support, we also keep the correspondence, licence records, support requests and invoicing details that go with it.

The route and project information used to build a SnakeGrid is technical data about the project, and we don’t need personal information for that part of the work.

How we use it and why we’re allowed to

Data protection law says we need a lawful basis for each way we use personal information. Ours are set out below.

• Replying to enquiries and preparing quotes: our legitimate interest in responding to people who contact us, or taking steps at your request before entering a contract.
• Designing SnakeGrids, licensing software and providing technical support: performing our contract with you or your organisation, and our legitimate interest in managing work with the people involved in it.
• Invoicing and keeping financial records: performing our contract, and legal obligation under tax law.
• Understanding how the website is used and measuring our advertising: your consent, given through our cookie banner.
• Keeping the website secure: our legitimate interest in protecting the site and the people who use it.
• Defending or bringing legal claims: our legitimate interest in protecting the business.

Where we rely on legitimate interests, we’ve weighed them against your rights and expectations. You can ask us for details of that assessment, and you can object at any time.

We don’t make decisions about you based solely on automated processing.

Who we share it with

We never sell or rent personal information. We only share it where we need to, and with organisations that are bound to protect it. These include:

• Our development and licensing partners, where it’s needed to deal with a licence, a software request or a partnership enquiry.
• Technology partners that support our software, when you need technical help with a product they look after.
• Kootoo Digital Ltd, which builds and maintains our website and can access the enquiries it holds, and Krystal Hosting Ltd, which hosts the website on UK servers.
• Google, which provides Google Analytics and Google Ads.
• The provider of our website security firewall, which checks visitors’ IP addresses to block malicious traffic.
• The providers of our email, document storage and other business software, which hold information on our behalf. We may also use a customer relationship management (CRM) system to manage customer and enquiry records.
• Our accountants, insurers and professional advisers, where they need the information to do their work.
• Regulators, the police or other authorities, where the law requires us to.

Our suppliers act on our instructions under written contracts and can’t use your information for their own purposes.

International transfers

Most of the information we hold stays in the UK. Some of our suppliers, Google in particular, may process it in the United States or elsewhere. Where that happens, the transfer is covered by UK adequacy regulations (including the UK Extension to the EU-US Data Privacy Framework) or by the ICO’s approved international data transfer agreement or addendum.

How long we keep it

We keep personal information only for as long as we need it, then delete or anonymise it.

• Enquiries that don’t lead to work: 2 years from last contact
• Customer, partner and supplier contacts, licence and support records: 6 years after the licence, project or contract ends
• Financial and payment records: 6 years after the end of the financial year they relate to
• Website analytics: 2 months, Google Analytics’ default setting

Keeping your information secure

Our website uses an SSL certificate, so anything you send through the contact form is encrypted on its way to us. It’s also protected by a security firewall, and access to the site’s admin area is limited to named users with their own logins. If something goes wrong and your information is put at risk, we’ll tell you and the ICO where the law requires us to.

Your rights

You have the right to:

• ask for a copy of the personal information we hold about you
• have anything inaccurate corrected
• have your information deleted, where we no longer have a good reason to keep it
• ask us to limit how we use it while a concern is looked into
• object to us using it on the basis of our legitimate interests
• withdraw your consent at any time, where consent is what we rely on
• receive information you’ve given us in a format you can pass to another organisation

Some of these rights have limits. For example, we may need to keep licence or payment records for a set period even if you ask us to delete them, and we’ll explain why if that’s the case.

To use any of these rights, email snakegrid@severnpartnership.com or write to us at the Telford address above. We’ll reply within one month, and won’t charge unless a request is clearly unfounded or excessive. We may ask you to confirm your identity before we release anything.

Complaints

If you’re unhappy with how we’ve handled your personal information, please tell us first at snakegrid@severnpartnership.com. We’ll acknowledge your complaint within 30 days and let you know what we’re doing about it.

You can also complain to the Information Commissioner’s Office:

• online at ico.org.uk/make-a-complaint
• by phone on 0303 123 1113
• by post to Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Cookies

Our website uses cookies for Google Analytics and Google Ads. These only load if you accept them in the cookie banner, and you can change your choice at any time using the cookie settings link.

Our cookies policy lists every cookie the site sets, what each one does and how long it lasts. It’s updated automatically whenever that changes.

Links to other websites

Our site links to other websites, including our partners and our social media pages. We’re not responsible for how those sites handle your information, so please check their own privacy policies.

Changes to this policy

We’ll update this policy when the way we use personal information changes, or when the law does. The date at the top shows when it was last revised.

Contact us

SnakeGrid, Lambda House, Hadley Park East, Telford, Shropshire TF1 6QJ

Email: snakegrid@severnpartnership.com

Phone: 01952 676775