Your privacy matters.
Here's our commitment.

Our Privacy Philosophy

Allen IT Home Services operates on a foundation of trust. You are inviting us into your home's digital life — that is not something we take lightly. We access your devices only to help you, we store only what's necessary to provide good service, and we never sell or share your information with third parties.

We use professional-grade tools for monitoring and remote access — the same tools used by corporate IT departments — but configured with homeowner privacy in mind. Every action we take is driven by one goal: keeping your devices secure and running well.

Remote Access — What We Do and Don't Do

Remote access is the core of what makes our service work. When you request support, we connect to your device using secure remote access software to see your screen and control your computer to fix the problem.

Information We Collect

We collect the minimum information required to deliver our service effectively. Here's exactly what we store and why:

• Contact information — your name, email address, and phone number, used to communicate with you about your service
• Device inventory — a list of your devices (make, model, operating system) so we can support them effectively and track warranty information
• Network information — your router model, ISP, and home network configuration, stored so we don't have to ask you every time there's a network issue
• Support ticket history — a record of issues we've resolved, including notes from each session, so we can identify recurring problems
• Monitoring data — system health metrics from your devices: disk space, update status, antivirus health, and backup status. This is non-personal technical data
• Billing information — handled securely through our payment processor. We do not store full credit card numbers

Information We Do Not Collect

We want to be explicit about what we are not doing:

• We do not read, copy, or store your personal files, photos, videos, or documents
• We do not monitor your browsing history or internet activity
• We do not access your email, messages, or social media accounts
• We do not install keyloggers or any software that records what you type
• We do not track your location
• We do not sell your information to advertisers, data brokers, or any third party

How We Store and Protect Your Data

The information we collect is stored in professional MSP documentation software (Hudu) with the following protections:

• All stored data is encrypted at rest and in transit
• Access is restricted to Allen IT technicians only — never shared externally
• Passwords related to your accounts are stored in Bitwarden, our encrypted password manager, and are never stored in plain text
• We follow industry best practices for data security — the same standards used by corporate IT departments

Monitoring Software on Your Devices

As part of our service, we install a lightweight monitoring agent on your computers (such as Action1 or NinjaOne). Here is exactly what these agents can and cannot do:

Your Rights and Control

You are always in control of your service. You have the right to:

• Request removal of any monitoring software from your devices at any time — we will uninstall it and confirm it's gone
• Ask us what data we have stored about you — we will provide a complete summary on request
• Request deletion of your account and all associated data — we will remove your records within 30 days of cancellation
• Deny a remote session — you can always say no to a support connection, and we will work with you to find another path forward
• Cancel your service at any time with no cancellation fee and no penalty

Third-Party Tools We Use

We use several third-party tools to deliver our service. Here is how each one relates to your privacy:

• Backblaze / Carbonite (backup) — your files are encrypted before being sent to their servers. Only you control the encryption keys. Backup providers cannot read your files
• Bitwarden (passwords) — open-source, end-to-end encrypted. Your passwords are never readable by Bitwarden or by us without your master password
• Action1 / NinjaOne (monitoring) — these services only receive device health metrics, not personal data. We review their privacy policies before use and only partner with vendors who meet our standards
• Freshdesk (support tickets) — stores ticket content and our correspondence with you. Subject to Freshdesk's privacy policy. Ticket data is not shared outside our team
• RustDesk (remote access) — open-source remote access tool. Sessions are end-to-end encrypted. We may self-host this for maximum privacy

Changes to This Policy

If we ever make meaningful changes to how we collect or handle your data, we will notify you by email at least 30 days before those changes take effect. We will never retroactively change what we do with data you've already shared without your explicit consent.

Contact Us About Privacy

If you have any questions about our privacy practices, want to request your data, or want to report a concern, please contact us directly. We take every inquiry seriously and respond within one business day.