Communications Policy

ECS Technology Solutions

Version 1.0 – Effective: 17 April 2025

1. Purpose

This policy outlines how ECS Technology Solutions ("ECS", "we", "us", or "our") handles business communications conducted through our systems and services. It aims to ensure clarity, security, compliance, and the effective delivery of our Managed Services.

2. Scope

This policy applies to all forms of business communication facilitated, transmitted, or stored via ECS-managed systems or accounts, including but not limited to:

  • Emails sent to or from @ecs.rocks domain or managed client domains.
  • Phone calls handled through ECS-provided or managed telephony systems.
  • Messages sent via company communication platforms (e.g., Microsoft Teams chats/meetings, ticketing system comments).
  • Video conferencing sessions hosted or joined using company accounts/systems.
  • Support tickets and associated notes/attachments within HaloPSA.

This policy applies to all employees, contractors, clients, and end-users interacting through these channels.

3. Recording, Logging, and Analysis

To ensure service quality, provide support, meet compliance obligations, enhance security, facilitate training, and improve our services, ECS Technology Solutions may engage in the following activities:

  • Recording: Phone calls and video conferencing sessions (e.g., Microsoft Teams meetings) involving client support or project delivery may be recorded. Participants will typically be notified at the start of a recording where feasible or legally required.
  • Logging: Metadata and content of communications (emails, messages, system logs, ticket history) are logged automatically by the relevant systems (e.g., Microsoft 365, HaloPSA, SIEM).
  • Analysis: Logged and recorded communications may be subject to review and analysis, including automated analysis by security tools or AI platforms (configured according to our AI Usage Policy – see Security Overview), for purposes including:
    • Troubleshooting technical issues.
    • Verifying service delivery and adherence to Service Level Agreements (SLAs).
    • Security monitoring, incident investigation, and threat detection.
    • Training and quality assurance for ECS staff.
    • Generating documentation or knowledge base articles (potentially anonymized).
    • Improving service efficiency and effectiveness.
    • Compliance auditing and reporting.

4. Use of Communications Data

  • Communications data are treated as Confidential or Highly Confidential according to our Data Protection Policy, depending on the content.
  • Access to recordings and detailed logs is restricted based on role and need-to-know.
  • Information derived from analysis is used primarily for the stated purposes (service provision, security, training, improvement).
  • Personal data within communications are handled according to our main Privacy Policy.

5. Consent and Notification

  • By using ECS communication channels (e.g., calling our support line, emailing support@ecs.rocks, using our ticketing portal, joining Teams meetings hosted by ECS), users acknowledge and consent to the practices described in this policy.
  • Explicit notifications regarding recording may be provided verbally or visually at the start of calls or meetings where appropriate or required.
  • This policy serves as general notification regarding logging and analysis practices.

6. Policy Enforcement

Violation of this policy by employees or contractors may result in disciplinary action. Misuse of communication systems may lead to suspension or termination of access.

7. Related Policies

8. Contact

For questions regarding this policy, please contact support@ecs.rocks.