Privacy Policy

1. Introduction

Avalon IT Services Incorporated ("Avalon IT", "we", "us", or "our") operates the Hamlin Place IT Service Desk portal on behalf of Hamlin Place. This Privacy Policy explains how we collect, use, and protect information submitted through or in connection with this portal, including information provided by staff members, residents, family contacts, and any other individuals who submit support requests.

By using this portal or submitting a support ticket, you acknowledge that you have read and understood this Privacy Policy.

2. Information We Collect

When you submit a support request or create an account, we may collect the following categories of information:

• Full name and contact information (email address, phone number, mobile number)
• Department, unit, or room number (as applicable)
• Description of the reported issue or service request
• Device information, service tags, and related technical details
• Communication records related to the support ticket (including email and SMS replies)
• SMS consent status and opt-in timestamp

We do not intentionally collect protected health information (PHI). Please do not include unnecessary PHI in support submissions.

3. SMS Messaging - Opt-In Disclosure

The Hamlin Place IT Service Desk may send SMS (text message) notifications to any individual who provides a mobile phone number through this portal, including but not limited to:

• Staff members and IT technicians with portal accounts
• Residents and their authorized family contacts or responsible parties
• Any person who submits a facility, rehabilitation, or resident technology support request

SMS notifications may include ticket status updates, assignment notifications, resolution confirmations, and follow-up requests. By providing your mobile phone number and checking the SMS consent checkbox, you expressly consent to receive these SMS messages.

Message and data rates may apply. Message frequency varies based on ticket activity.

To opt out at any time: Reply STOP to any SMS message, contact your IT administrator directly, or submit a support ticket requesting removal of your mobile number from our notification system.

For help, reply HELP or contact us at itservicedesk@hamlinplace.com.

4. How We Use Your Information

Information collected through this portal is used solely for the purpose of providing IT support services, including:

• Creating and managing support tickets
• Assigning and routing tickets to appropriate IT staff
• Sending ticket status and resolution notifications via email and SMS
• Maintaining an audit trail of IT support activities
• Improving service delivery and response times

We do not sell, rent, or share your personal information with third parties for marketing purposes.

5. Data Retention

Support ticket records are retained for a minimum of three (3) years in accordance with standard IT operations recordkeeping practices. SMS consent records are retained for the duration of your account or relationship with Hamlin Place, plus three (3) years thereafter. You may request deletion of your account data by contacting the IT Service Desk directly.

6. Security

We implement reasonable administrative, technical, and physical safeguards to protect the information collected through this portal. Access to the portal and its data is restricted to authorized Hamlin Place and Avalon IT personnel only. Passwords are stored using industry-standard one-way hashing.

7. Your Rights

You may request access to, correction of, or deletion of your personal information at any time by contacting the IT Service Desk at itservicedesk@hamlinplace.com. We will respond to such requests within a reasonable timeframe.

8. Changes to This Policy

We may update this Privacy Policy from time to time. The effective date at the top of this page will reflect when the most recent changes were made. Continued use of the portal following any changes constitutes acceptance of the updated policy.

9. Contact Information

For questions regarding this Privacy Policy or our data practices, please contact: