1. Account Deletion Timeline (Non-Payment)

In the event of non-payment or subscription cancellation, we follow a structured, defensible account deletion process that balances data protection obligations with legitimate business interests. This timeline ensures you have adequate opportunity to export your data while maintaining compliance with data protection regulations.

2. Data Retention Policy

Even after account deletion, certain business records must be retained to comply with legal obligations, tax regulations, and legitimate business interests. This section outlines what data we retain, for how long, and why retention is necessary.

Legally Required Retention

The following data is retained beyond account deletion to comply with UK tax law, accounting standards, and regulatory requirements. This retention is legally defensible and necessary for business operations.

Data Permanently Deleted

The following data is permanently deleted during the account deletion process and is not retained:

• Customer Personal Data: All customer names, email addresses, phone numbers, and addresses stored in your CRM
• Communication Content: Email content, message history, notes, and communication logs
• Uploaded Files: Documents, images, attachments, and business files uploaded to the platform
• User Personal Data: Account user names, email addresses, and profile information (except as required for invoices)
• Custom Templates: Email templates, custom fields, and personalized configurations
• Activity Logs: Detailed user activity logs and session histories

3. Customer GDPR Compliance (Your Responsibilities)

As a business customer using our CRM platform to manage your own customers' data, you act as a Data Controller under GDPR. LTC Software Ltd acts as a Data Processor on your behalf. This section outlines your GDPR obligations when using our Services.

Your GDPR Obligations as Data Controller

• Lawful Basis for Processing: Ensure you have a lawful basis (consent, contract, legitimate interest, etc.) for collecting and processing your customers' personal data
• Privacy Notices: Provide clear privacy notices to your customers explaining how their data will be used, including that it will be processed using LTC Software Ltd's CRM platform
• Consent Management: Obtain and manage appropriate consents for marketing communications, data processing, and third-party sharing
• Data Minimization: Only collect and store customer data that is necessary for your business purposes
• Data Accuracy: Keep customer data accurate and up-to-date, and provide mechanisms for customers to update their information
• Customer Rights: Honor your customers' GDPR rights including access, rectification, erasure, restriction, portability, and objection
• Data Breach Notification: Notify affected customers and supervisory authorities within 72 hours of discovering a data breach
• Data Protection Impact Assessments: Conduct DPIAs for high-risk processing activities

Tools We Provide for GDPR Compliance

LTC Software Ltd provides features and tools to help you meet your GDPR obligations:

• Data Export: Export customer data in machine-readable formats (CSV, JSON) to fulfill data portability requests
• Data Deletion: Delete individual customer records or entire datasets to honor erasure requests
• Consent Tracking: Record and manage customer consents for marketing and data processing
• Communication Logs: Maintain audit trails of customer communications for accountability
• Unsubscribe Management: Automated unsubscribe handling for email campaigns
• Data Encryption: All customer data is encrypted in transit and at rest
• Access Controls: Role-based permissions to limit data access to authorized personnel only

Recommended GDPR Best Practices

4. Account Data Access Requests

You have the right to request a copy of your account data at any time. While standard data exports are available free of charge through your account settings, comprehensive data access requests that require manual processing and additional resources are subject to administrative fees.

Self-Service Data Export (Free)

You can export your data at any time through your account settings at no cost:

• Customer Records: Export all customer contact information in CSV or Excel format
• Communication Logs: Download email history and communication records
• Email Templates: Export custom email templates and campaigns
• Business Documents: Download uploaded files and attachments
• Account Settings: Export configuration and preference data

How to Export: Navigate to Account Settings > Data Export and select the data categories you wish to download. Exports are typically generated within minutes for standard datasets.

Comprehensive Data Access Requests (Chargeable)

If you require a comprehensive data access request that goes beyond standard exports, we may charge an administrative fee to cover the costs of manual processing, data compilation, and delivery. This applies to requests that require:

• Historical Data Retrieval: Accessing archived or backup data from previous periods
• Custom Data Formats: Data delivery in specialized formats or structures not available through standard exports
• Deleted Account Data: Retrieving data from recently deleted accounts (within backup retention period)
• Forensic Analysis: Detailed audit trails, system logs, or technical metadata requiring manual extraction
• Large-Scale Requests: Requests involving extensive data volumes requiring significant processing resources
• Legal/Regulatory Requests: Data requests related to legal proceedings or regulatory investigations requiring certified copies

How to Submit a Data Access Request

To submit a comprehensive data access request:

1. Email Request: Send your request to data@ltcsoftware.co.uk
2. Include Details: Specify the data categories, time periods, and format requirements
3. Identity Verification: We will verify your identity and account ownership
4. Quote Provision: We will assess the request and provide a detailed quote (if chargeable)
5. Payment (if applicable): Pay the quoted fee via invoice
6. Data Delivery: Receive your data via secure download link or encrypted email

Response Time: We will acknowledge your request within 2 business days and provide an estimated completion timeline. Standard GDPR access requests (free self-service exports) are fulfilled immediately. Comprehensive requests may take 5-20 business days depending on complexity.

5. Contact Information

For questions about data retention, account deletion, GDPR compliance, or data access requests, please contact us using the details below.

• Company Name: LTC Software Ltd
• Data Protection & GDPR Requests: data@ltcsoftware.co.uk
• Website: www.ltcsoftware.co.uk
• Registered Location: United Kingdom

Response Times: We aim to respond to all data protection inquiries within 5 business days. Formal GDPR requests will be processed within the legally required timeframes (typically 30 days).