1. Purpose

For the purpose of investigating, reproducing, and resolving reported support issues, Boyum IT Solutions may request a copy of the customer’s system database or related backup files.

2. Submission Requirements

Customers are required to comply with Boyum’s prescribed naming conventions and submission requirements when providing a Customer Backup.
Boyum reserves the right to automatically delete any backup files that do not conform to these requirements.

3. Processing and Use

Customer Backups are processed solely for the purpose of providing support services, including troubleshooting, issue analysis, and reproduction of reported problems. Upon receipt, the Customer Backup will be securely transferred, stored, and associated with the relevant support case within Boyum’s support systems.

4. Access Control

Access to Customer Backups is strictly limited to authorised Boyum personnel engaged in the support and investigation process. Where necessary to resolve the reported issue, access may be temporarily extended to authorised development personnel. Such access is granted on a need-to-know basis and limited to the duration required to complete the investigation.

5. Data Handling

Customer Backups may contain sensitive data. Any such data is handled securely and is processed strictly for the purpose of fulfilling Boyum’s support obligations.

6. Retention and Deletion

Customer Backups will be retained only for as long as necessary to complete the relevant support and investigation activities. Following completion, such backups will be deleted in accordance with Boyum’s data retention and security policies. Boyum does not intentionally retain Customer Backups beyond the conclusion of the support case and related investigation activities, except where retention is required for legal, security, or operational reasons.

7. Post-Closure Requests

In cases where additional investigation is required following case closure, customers may be requested to provide a new Customer Backup.