Privacy Policy

Core IT Services is committed to protecting the privacy, security, and confidentiality of the personal information we handle. This Privacy Policy explains how we collect, use, store, and protect information when providing managed IT services, support, AI automation, and related solutions to our clients, and applies to visitors of coreitservices.co.nz.

This policy is prepared in accordance with the New Zealand Privacy Act 2020.

1. Information We Collect

1.1 Personal Information

• Names, email addresses, phone numbers, and job titles

• Login credentials or authentication details (where required for service delivery)

• Billing and account information

1.2 Technical & System Information

• Device identifiers, IP addresses, and network logs

• System performance data and diagnostic information

• Security event logs and monitoring data

1.3 AI & Voice Interaction Data

Where a client engages our AI automation services (such as our AI Receptionist), we may collect and process:

• Call audio, recordings, and transcripts of interactions handled by our AI voice assistant

• Caller name, phone number, and the substance of the enquiry

• Email content and attachments processed by AI-driven automations (e.g. invoice data read for automated bill processing)

• Data submitted through AI-powered chat or workflow tools

This data is processed using a combination of automated systems (including third-party AI language models and voice platforms) and, where applicable, review by our staff.

1.4 Client Data

As an MSP, we may access or process data stored on client systems strictly for the purpose of delivering contracted services. This may include:

• Files, databases, and application data

• Backup data

• System configurations and infrastructure information

We do not access client data unless required for support, maintenance, monitoring, security, or automation purposes agreed with the client.

2. How We Use Information

We use collected information to:

• Deliver managed IT services and technical support

• Operate AI automation services on behalf of clients (e.g. answering calls, processing invoices, following up reviews)

• Monitor, maintain, and secure client systems

• Improve service performance and reliability

• Communicate about service updates, incidents, or scheduled maintenance

• Meet legal, regulatory, or contractual obligations

• Manage billing, invoicing, and account administration

We do not sell or trade personal information.

3. Information Sharing

3.1 Service Providers & Partners

We share information with trusted third-party vendors who assist in delivering our services, including cloud hosting providers, security vendors, backup platforms, telephony providers, and AI processing platforms (for example, voice AI, automation, and large language model providers used to power our AI Receptionist and automation tools). These parties are bound by confidentiality and data-protection obligations.

3.2 Overseas Disclosure

Some of the third-party providers we use to deliver AI automation and cloud services (including AI/voice processing platforms) may store or process data on servers located outside New Zealand. Where this occurs, we take reasonable steps to ensure these providers apply privacy and security standards comparable to those required under the Privacy Act 2020 before personal information is disclosed to them.

3.3 Legal Requirements

If required by law, regulation, court order, or government authority.

3.4 Client Authorisation

When a client explicitly requests or authorises us to share information.

4. Automated Processing & AI Tools

Some of our services use artificial intelligence and automated systems to process information, including:

• Answering and triaging phone calls (AI Receptionist)

• Reading and classifying incoming invoices for accounting automation

• Following up customers for review requests

These systems assist with, but do not replace, human oversight of client accounts. Automated outputs (such as call summaries or draft invoice entries) may be reviewed by our staff or the client before action is taken. Clients using these services can request more detail on how a specific automation processes their data by contacting us.

5. Data Security

We take data protection seriously and implement industry-standard security measures, including:

• Encryption of data in transit and at rest (where applicable)

• Multi-factor authentication and access controls

• Network monitoring and threat detection

• Regular security audits and patching

• Staff confidentiality agreements and security training

Despite our efforts, no system is completely immune to risk, but we work continuously to minimise threats.

6. Data Retention

We retain information only for as long as necessary to:

• Provide services

• Meet legal or contractual obligations

• Resolve disputes

• Maintain accurate business records

Backup data, call recordings/transcripts, and logs may be retained according to client agreements or regulatory requirements, and are deleted or anonymised once no longer required.

7. Your Rights

Under the Privacy Act 2020, you may have rights to:

• Access your personal information

• Request corrections or updates

• Request deletion (where legally permissible)

• Restrict or object to certain processing

• Request a copy of your data

|If you believe your privacy rights have not been respected, you may also contact the Office of the Privacy Commissioner (privacy.org.nz) after raising the matter with us.

Requests can be made using the contact details below.

8. Cookies & Website Data

If you use our website, we may collect:

• Basic analytics data

• Cookies for functionality and performance

• Form submissions (e.g., contact forms)

You can manage cookie preferences through your browser settings.

9. Third-Party Services

Our services may integrate with third-party platforms, including AI and automation providers. We are not responsible for the privacy practices of external providers. We encourage clients to review their policies.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, including new AI automation offerings. Any changes will be posted on our website with an updated revision date.

11. Contact Us

If you have questions about this Privacy Policy or how we handle data, please contact:

Core IT Services
Email: support@coreitservices.co.nz
Phone: 03 281 8920