Below are the types of information we collect about Peak Scientific customers, partners and suppliers and the ways in which we may collect, store, use and share that information.
Ways we may collect your personal information
We only collect information about you if we have a reason to do so – for example, to effectively deliver our product and services, to communicate with you, or to help us improve customer experience, develop better products or better serve our partners.
These are the main ways in which we may collect information about you:
• If you contact us directly via our websites or via our sales office telephone numbers to request information about our products and services.
• If you buy a product or service directly from us.
• If you participate or respond to our direct marketing promotions or activities (e.g. filling out a response card or survey at an exhibition or via social media).
• Your contact details are passed to us from a third-party partner/reseller with your prior permission.
• If your generator serial number and contact information is transferred to Peak Scientific while you are having your generator serviced, repaired or replaced.
• If, with your permission, other Peak Scientific business entities or partners transfer your personal data to us.
• If we acquired your personal data from a third party media company or event organizer (eg. Magazine or exhibition) with your prior permission.
Now let’s go over the information that we collect and what we may need it for and do with it.
What information may be collected about you
It’s probably no surprise that we collect and securely store information that you provide directly or indirectly to us. The amount and type of information depends on the context and how we use the information. Here are some examples:
Basic Account Information
We ask for basic information from you in order to give you a localized response or service. For example, we require to know your location to put you in contact with your nearest Peak office or partner representative and we ask for other information like your application and serial number (if looking for technical support or service contracts) but we do not require this information if you would not like to provide it. If you prefer to withhold information, please note our ability to adequately respond to your request or support you may be limited.
Transaction and Billing Information
If you buy something from us–a gas generator, service plan or spare part for example–you will provide additional personal and payment information that is required to process the transaction and your payment, such as your name, bank details or other financial information, place of work and personal contact information including telephone number and email address.
We will use only relevant information supplied to us when you complete any contact forms, or use the live chat service on our website, to help us respond to your inquiry and monitor service quality. Also, if you write a comment on our blog and include personally identifying information (like your name or email address), we will have that information, and so will anyone with access to the Internet. This might be obvious to you…but it’s not to everyone!
Other Online Services
When you register details to access other Peak online services (eg. our ResourceSpace portal) we will hold information on your email address, name, company and the country you are in.
We value our interactions with you on our social media channels. You may wish to use social media to tell us about your experience with Peak Scientific products, or contact us with a query or problem. We review all publically available social media and online sites to stay aware of what customers are saying about us, and our products, and to help resolve queries wherever possible,
The information we collect from social media and online sites, including Facebook, YouTube, Twitter and Linkedin sometimes includes personal information that has been put online and is publically available.
Please be sure to review relevant privacy policies of respective social media platforms before you use them to make sure that you are happy with how your personal information is being collected and shared.
As an existing customer, we may send you communications by e-mail that we believe to be important to you. Provided you are happy for us to do so, we’d also like to keep you up to date on relevant news about Peak Scientific and our products and services which we think you may find interesting; whether it’s latest product updates or developments, upcoming events or technical advice, we want to make sure you’re happy with the communications you receive from us. You can find out how to update or change your mailing preferences HERE.
We collect information about how you engage with our e-mails; including whether they are delivered to you, whether you open them, whether you choose to learn more about what's happening at Peak Scientific (for example, by clicking on a link in our e-mail) and if you ask us not to contact you anymore (by clicking on the unsubscribe option included in all our e-mail correspondence or on our website HERE).
We use that information by itself and in combination with your customer record (the information you share with us) to make sure that we stop sending you support or marketing communications when you ask us to.
Information We Collect Automatically
We also collect some information automatically:
• Log Information: Like most companies with a web presence, we collect information that web browsers, mobile devices, and servers typically make available, such as the browser type, IP address, unique device identifiers, language preference, referring site, the date and time of access, operating system, and mobile network information. We collect log information when you use our online support services–for example, when you use our ResourceSpace portal or when you interact with one of our support desks or when you submit a form on our website.
• Usage Information: We collect information about your usage of our website. We use this information get insights on how people use our website, so we can make improvements to make information easier to find.
• Location Information: We will determine the approximate location of the device you are using from your IP address. We collect and use this information to, for example, direct your enquiry to the appropriate geographic Peak office or representative. We may also collect information about your precise location via our mobile apps, for example when registering a product’s warranty, if you allow us to do so through your mobile device operating system’s permissions.
How is your information used?
We will use the information you submit to us to provide you with information you have requested in relation to our services and products.
To communicate with you
If you purchase a Peak Scientific product we may use the information you have provided to contact you about related products and services. For example, should you purchase a gas generator we may contact you in future about the service contracts available for your generator. Also, if you have given your permission, you will be placed onto our mailing list, as explained above.
To improve our products and services
We may also use your information to improve our products and services based on feedback you provide or based on information we collect of Peak Scientific website usage.
To protect the rights of Peak Scientific
We may use your information to protect the rights, property or safety of Peak Scientific. For example, we may use your information if we need to enforce our Terms of Service.
Sharing your information with relevant Third Parties
In a number of territories around the world Peak Scientific is represented via third party distributors. If you request product pricing or require service/maintenance on an existing product and have indicated that you reside in one of these territories, we will pass your details onto our third party distributor for that area, to allow them to contact you directly to provide your quote or service as you require.
OEMs (Original Equipment Manufacturers)
Peak Scientific Instruments Ltd works very closely with many of the world’s leading analytical instrument manufacturers (makers of mass-spectrometers, gas chromatographs and other laboratory devices), as an approved supplier of gas generators. These “OEM” purchase goods and services from us and sell on to their customers
In some instances, we may share your information with them in instances where you require service on one of their products or if they are providing you a service contract which includes one of our products. Where an OEM has been involved in selling a Peak Scientific product to you as part of a package/bundle with their product, your personal information may be received by us to help us provide you with service and product maintenance support.
How to access or delete your information
Upon request, we will provide you with a copy of the personal information which we hold about you, we will not charge you for this information unless a request is manifestly unfounded or excessive, particularly if it is repetitive. At your request, we will use reasonable efforts to update / correct personal information previously submitted by you. You may also request that we cease processing the personal information we have about you and that we delete your personal information from our database or records. Please address requests to firstname.lastname@example.org and insert "data request" as the subject heading, or write to us at the Peak Scientific Instruments Ltd address, stating your name and email address for identification purposes.
How we keep your personal information safe
Peak Scientific uses a variety of security measures to help protect and maintain security, integrity and availability of your information.
Although data transmission online cannot be guaranteed to be secure, we and our partners work hard to maintain physical, electronic and procedural safeguards to protect your information in accordance with data protection requirements. Our main security measures are:
• tightly restricted personal access to your data on a 'need to know' basis and for the communicated purpose only
• transfer collected data only in encrypted form
• firewalled IT systems to prohibit unauthorised access e.g. from hackers
• permanently monitored access to IT systems to detect and stop misuse of personal data.
If you have a personal password which enables you to access our web or app (such as ResourceSpace or Peak Genius App), please note it is your responsibility to keep this password confidential. We ask you not to share your password with anyone.
How long we retain your personal information
We retain your information only as long as is necessary for the purpose for which we obtained it and any other relevant and permitted linked purpose. If information is used for more than one purpose we will retain it until the purpose with the latest period expires; but we will stop using it for the purpose with a shorter period once that period expires.
We restrict access to your information to only those persons who need to use it for the relevant purpose.
Our retention periods are based on business needs and your information that is no longer needed is either irreversibly anonymised or destroyed securely.
Use for marketing
We retain your personal information for as long as is necessary, but only for the relevant purpose that we collected it for. You retain the right to remove this consent at any point.
Use for product and market analysis
We will retain information on generator location and relevant personal information relating to owner (where known) for as long as the generator is known to be in operation, to help us with managing install base and ensure after-market support (spare parts etc).
Use to deliver and uphold service contract liabilities
In relation to your information used to perform any service contractual obligation with you we may retain that data whilst the contract remains in force plus one year to deal with any queries or claims thereafter.
More information you should know
Peak Scientific Instruments Ltd is a worldwide organization. By interacting or otherwise providing information to us, you consent to the processing, transfer, and storage of information in and to the U.S. and other countries, which may have rights and protections that are different from those in your home country.