Last updated: 28 October 2026
This policy explains how Drakonim Limited (“Drakonim”, “we”, “us”) collects and uses personal information when you visit our website, contact us, or use our services.
1. Who we are
Drakonim Limited is a company registered in England and Wales (company number 07983032), with its registered office at 7 St James Crescent, Swansea SA1 6DZ. We are the data controller for the personal information described in this policy, except where section 4 says otherwise.
For any privacy question or request, contact us at info@drakonim.com, by phone on 01792 966970, or by post at the address above.
2. Information we collect
- Enquiries and correspondence: your name, company, email address, phone number and the content of your message when you contact us by email, phone or our website.
- Customer account information: contact and billing details for the people we deal with at our customers, plus contract, order and payment records.
- Support and service records: support requests, call logs and notes about work we carry out. Calls to and from our support line may be recorded for quality and training purposes.
- Telephony and connectivity data: where we provide telephone, SIP or internet services, call detail records, numbers, IP addresses and usage data needed to provide, bill and support the service.
- Website usage: technical information such as IP address, browser type and pages visited, collected through server logs and cookies (see section 9).
3. How and why we use it
- To provide and support our services, and to manage your account and billing (lawful basis: performance of a contract).
- To respond to enquiries and provide quotes (lawful basis: legitimate interests, or steps before entering a contract).
- To keep records required by law, such as accounting and tax records, and to meet telecoms regulatory obligations (lawful basis: legal obligation).
- To keep our systems and our customers’ systems secure, and to prevent fraud and misuse (lawful basis: legitimate interests).
- To tell existing customers about service changes and related services we think are relevant. You can opt out at any time (lawful basis: legitimate interests).
We do not sell personal information, and we do not use it for automated decision-making.
4. Data we handle on behalf of our customers
When we manage IT systems, email, backups, servers or telephone systems for a customer, we may have access to personal data belonging to that customer, its staff and its own clients. In that role we act as a data processor on the customer’s behalf: we process that data only on their instructions and under our agreement with them. Questions about that data should go first to the organisation concerned.
5. Who we share it with
We share personal information only where necessary, with:
- suppliers who help us run our business and deliver our services, such as hosting and data centre providers, Microsoft 365, accounting software, backup providers, and telecoms carriers and network operators (including Twilio for telephone number and SIP trunk services);
- professional advisers, such as accountants and lawyers;
- regulators, law enforcement or other authorities, where the law requires it.
Our suppliers may only use the data to provide services to us, and are bound by contract to protect it.
6. Mobile numbers and SMS
Mobile telephone numbers and any SMS consent or opt-in data you give us will not be shared with, sold to or rented to third parties or affiliates for their marketing or promotional purposes. If we send you text messages, you can opt out at any time by replying STOP, or get help by replying HELP. Message frequency varies, and message and data rates may apply.
7. International transfers
Most of the data we hold is stored in the UK. Some suppliers, such as Microsoft and Twilio, may process data outside the UK. Where they do, we rely on the safeguards UK data protection law requires, such as UK adequacy regulations or the International Data Transfer Agreement or Addendum.
8. How long we keep it
- Customer, contract and financial records: six years after the end of the relevant financial year, as required for tax purposes.
- Enquiries that don’t lead to work: up to two years.
- Call detail records and service logs: as long as needed to provide, bill and support the service, and to meet regulatory requirements.
9. Cookies
Our website uses cookies that are essential for it to work. We also use analytics cookies to understand how visitors use the site. These are only set with your consent, which you can change at any time. You can block or delete cookies through your browser settings.
10. Security
We use appropriate technical and organisational measures to protect personal information. These include encryption, access controls, monitoring and secure backups, and access is limited to the staff who need it.
11. Your rights
Under UK data protection law, you have the right to:
- access a copy of your personal information;
- have inaccurate information corrected;
- have information deleted, or its use restricted, in certain circumstances;
- object to processing based on legitimate interests, and to direct marketing at any time;
- data portability, where it applies.
To exercise any of these rights, contact us using the details in section 1. We will respond within one month.
If you are unhappy with how we have handled your information, you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113. We would appreciate the chance to put things right first.
12. Changes to this policy
We may update this policy from time to time. The latest version will always be on this page.
