Support privacy policy

What kind of information do you have on customers?

We only have the data you provide yourself when you contact us. Your e-mail address is one, which is essential for us responding. If you need a replacement part, we might also have your full name and address, and occasionally your phone number (for bigger or tracked shipments). The only information we register without you actively supplying it is what browser you are using, what platform you use (PC/mobile) and the support articles you visited before sending us a ticket.


How do you use my data?

We use it to contact you about the support ticket, and to arrange spare parts for you when needed. Knowing the platform you use and the support articles you visited helps us improve our support articles going forward.

We will never share your data without your consent. No one outside of Fractal Design gains access to your information in any way, and if we should ever need to involve a third party (such as a retailer), we will always ask you first. We don’t even share your data to other departments internally, and if you provide any feedback that another department needs, your personal information is intentionally excluded. You also won’t automatically subscribe to our newsletter by giving us your e-mail address. We’re really only trying to help you.


How long do you store my information?

We store all tickets for two years, which is the warranty time we have on our cases. After that, everything gets deleted unless you update your account after that. The only information we keep is the case serial number and what is wrong with that specific case – no e-mails, names, or addresses are saved or linked. We also have easy access to the contacts, so if you would wish to delete your account and information before those two years are up, just send us an e-mail/ticket and we will take care of it. No questions asked.

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