Privacy Policy

Introduction

• Personal data (e.g., names, contact information) provided by customers or collected during service delivery.
• Customer data stored or processed in our data centers (e.g., business data, application data).
• Data related to support services, including help desk, remote hands, and technical assistance.

1. Definitions

• Personal Data: Information that identifies or relates to an individual, such as name, email address, phone number, or billing details.
• Customer Data: Data provided by customers for storage, processing, or management in Terra’s data centers, including business records, application data, or other proprietary information.
• Services: Terra’s data center offerings, including colocation, cloud storage, managed IT services, network connectivity, and support services (e.g., help desk, remote hands).
• Sensitive Personal Data: Data such as health information, financial details, or biometric data, subject to heightened protection under applicable laws.

2. Information We Collect

2.1 Personal Data

• Provided Directly by You:
  • Contact information (e.g., name, email, phone number, company name) when you register for services, request a quote, or contact support.
  • Billing information (e.g., payment card details, billing address) for processing payments, collected via our trusted payment processor (e.g., Stripe).
  • Account credentials (e.g., usernames, passwords) for accessing Terra’s customer portal or support systems.
  • Correspondence records (e.g., emails, chat logs) when you interact with our support team.
• Collected Automatically:
  • Usage data (e.g., IP address, browser type, device information) when you visit our website or access our services, collected via cookies or similar technologies.
  • Data center access logs (e.g., dates, times, and locations of physical entry) for security purposes.
  • Biometric data (if applicable) for multi-factor authentication at our facilities, with your explicit consent.

2.2 Customer Data

• Data you store or process in our data centers, such as business applications, databases, or backups.
• Metadata about your data (e.g., file names, sizes, or access logs) generated during service delivery.
• Support-related data (e.g., configuration details, troubleshooting logs) collected during technical assistance.

2.3 Non-Personal Data

• Aggregated or anonymized data (e.g., usage statistics) that does not identify individuals, used to improve our services or analyze trends.

3. How We Use Your Information

3.1 To Provide and Manage Services

• Deliver colocation, cloud, and managed services, including provisioning infrastructure and maintaining uptime.
• Process payments and manage billing through secure third-party processors.
• Authenticate access to our customer portal, data centers, and support systems.
• Monitor and optimize data center performance, connectivity, and security.

3.2 To Provide Support Services

• Respond to customer inquiries, troubleshoot issues, and provide technical assistance via help desk or remote hands.
• Maintain records of support interactions to ensure quality and continuity.
• Analyze support data to improve service delivery and resolve recurring issues.

3.3 To Enhance Security and Compliance

• Protect against unauthorized access, cyberattacks, or physical breaches using access logs, biometric authentication, and monitoring tools.
• Comply with legal obligations, such as responding to subpoenas or government requests.
• Maintain compliance with industry standards (e.g., ISO 27001, SOC 2, PCI DSS) for data security and privacy.

3.4 To Improve and Personalize Services

• Analyze usage patterns to optimize data center operations and website functionality.
• Send service-related communications (e.g., maintenance alerts, account updates).
• With your consent, send marketing materials about new services, events, or promotions.

3.5 Other Purposes

• Conduct internal audits and quality assurance.
• Support corporate restructuring (e.g., mergers, acquisitions) where data may be transferred as a business asset.

4. How We Share Your Information

4.1 With Service Providers

• We engage trusted third-party providers to support our operations, such as:
  • Cloud storage and hosting providers for data management.
  • Payment processors (e.g., Stripe) for secure billing.
  • Communication platforms for customer support (e.g., ticketing systems).
  • Security vendors for fraud prevention and cybersecurity.
• These providers are contractually obligated to protect your data, use it only for the purposes we specify, and comply with applicable data protection laws.

4.2 For Legal and Compliance Purposes

• We may disclose data to comply with legal obligations, such as responding to court orders, subpoenas, or regulatory requests.
• We may share data to protect our rights, property, or safety, or that of our customers or third parties.
• In the event of a data breach, we will notify affected customers and relevant authorities as required by law.

4.3 In Corporate Transactions

• If Terra undergoes a merger, acquisition, or bankruptcy, your data may be transferred to the acquiring entity, which will assume the obligations of this Privacy Policy.

4.4 With Your Consent

• We may share data with other parties (e.g., business partners) if you explicitly authorize us to do so.

5. Data Security

• Physical Security: 24/7 security guards, biometric access controls, and video surveillance at our data centers.
• Technical Security: Encryption of data at rest and in transit, firewalls, intrusion detection systems, and regular penetration testing.
• Administrative Security: Employee training on data protection, restricted access to customer data, and compliance with industry standards (e.g., ISO 27001, SOC 2).

6. Data Retention and Deletion

• Personal Data: We retain Personal Data for as long as necessary to provide services, comply with legal obligations (e.g., tax records), or resolve disputes, typically no longer than 7 years after the termination of your account.
• Customer Data: We retain Customer Data as per your service agreement. Upon termination, data is deleted or returned within 30 days, unless required by law to retain longer.
• Support Data: Support-related data (e.g., ticket logs) is retained for up to 2 years to ensure service continuity and quality.
• Automatic Deletion: Temporary data (e.g., logs) is deleted after 90 days, and anonymized data may be retained indefinitely for analytics.

7. International Data Transfers

• Standard Contractual Clauses (SCCs) approved by the European Commission for GDPR compliance.
• Data protection agreements with service providers to ensure equivalent safeguards.

8. Your Rights and Choices

• Access: Request a copy of the Personal Data we hold about you.
• Correction: Update or correct inaccurate data.
• Deletion: Request deletion of your data, subject to legal retention requirements.
• Restriction: Limit how we process your data in certain circumstances.
• Portability: Receive your data in a structured, machine-readable format.
• Objection: Object to processing for marketing or other purposes based on legitimate interests.
• Withdraw Consent: Revoke consent for data processing where applicable.

9. Cookies and Tracking Technologies

• Ensure functionality (e.g., session management).
• Analyze usage (e.g., page visits, traffic sources).
• Personalize content (e.g., remembering preferences).

10. Support Services and Data Handling

• We may access Customer Data (e.g., server logs, configurations) solely to diagnose and resolve issues.
• Support interactions are logged and stored securely to ensure quality and accountability.
• Remote hands services are performed by authorized personnel with strict access controls and are documented for transparency.

11. Third-Party Links and Services

12. Changes to This Privacy Policy

13. Contact Us

Terra Data Centers

14. Compliance with Industry Standards

• ISO 27001: Information security management.
• SOC 2 Type II: Controls for security, availability, and confidentiality.
• PCI DSS: Payment card data security (for applicable services).
• NIST 800-53: Security and privacy controls for federal compliance.