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Not sure whether to allow IT support access to our

IT support access to data files

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I've been asked by our IT support company for a Dropbox login to collect stats and data counts. I feel uneasy about giving a third party access of this type. They do occasionally login to our sytems remotely for problem solving but generally we can see what they are doing. Am I being over-cautious ? How much access do others allow their IT support ?

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By Mr_awol
10th Jun 2021 21:46

How can you see what they are doing? If they are managing your server etc then they could log in undetected whenever they want, surely?

Aside from that - what is the purpose of this activity? I’m lost. Diagnostics? Why do they need Dropbox?

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Replying to Mr_awol:
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By Paul Crowley
10th Jun 2021 22:24

Totally convinced our IT people could do anything they wanted without me knowing. Good IT people should know how to cover their tracks.
The prior people were less good and got annoyed at our use of complicated passwords.

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Replying to Mr_awol:
By gerrysims
11th Jun 2021 15:02

We don't use a server. All our data sits on Dropbox but they are carrying out a proposal to move to another system. I guess they need to analyse our usage.

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Elliott Chandler Picture
By elliottchandler
11th Jun 2021 00:40

Find a business partner that you trust and you will never think twice. It's time to be different.

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Replying to elliottchandler:
By gerrysims
11th Jun 2021 15:01

I don't not trust them and they are very professional. I was just concerned we would breach some ethical rule. They have never had this level of access before.

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Stepurhan
By stepurhan
11th Jun 2021 08:36

To properly provide IT support, your IT providers need a level of access that will allow them to access customer data. Good IT support will not look at any data unless asked to as part of an IT query.

Presumably your contract with them covers this. If not, sign up with an IT company whose contract does cover this.

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Replying to stepurhan:
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By tom123
11th Jun 2021 09:05

I can't imagine arranging IT support where they didn't have access to data. After all, it is when the data goes 'wrong' that you need the support to fix it.

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By gerrysims
11th Jun 2021 09:22

Thanks everyone, that has put my mind at rest. I couldn't square giving access to a third party with allowing them to do their job.
We don't have a server. It's all in the cloud (dropbox) so they only usually access via remote login when we can sit and see the mouse movements etc.

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Replying to gerrysims:
By Duggimon
11th Jun 2021 14:24

Under the terms of the GDPR, you do need to have read and agreed to the I.T. provider's data protection policies and ensure that their policy isn't incompatable with your own as regards your clients' data.

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Replying to gerrysims:
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By tom123
11th Jun 2021 14:54

So, not traditional IT support where they dig into software and servers behind the scenes then?

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By DavidWatson
14th Jun 2021 10:52

Bit late to this, but it is normal that your IT provider will have access to your data if they are managing your systems. However, you should have a contract in place with them to limit what they can do and what responsibilities they have in relation to your data. They are a sub processor of your data. Take a look at what the ICO expects you to have in place here https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-t...

At least these elements:

1. Processing only on the documented instructions of the controller.
2. Duty of confidence.
3. Appropriate security measures.
4. Their use of sub-processors.
5. Data subjects’ rights.
6. Assisting the controller.
7. End-of-contract provisions.
8. Audits and inspections.

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Replying to DavidWatson:
By gerrysims
15th Jun 2021 08:07

Thanks, that is useful for me and others. I've checked our contract and it does cover those areas so that's good.

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