PC Help Hero ("we", "us", or "our") is operated by Wade in Lexington, Tennessee. This page explains what information we collect when you visit pchelphero.com or use our services, how we use it, and your choices.

1. Information We Collect

We collect only what we need to serve you well and run the business.

You give us directly — your name, email address, phone number, street address (for on-site visits), and a description of your computer problem when you contact us, book a session, or sign up for the newsletter.
Payment details — handled entirely by Stripe. We never see or store your full card number, CVV, or bank credentials.
Technical info from your browser — IP address, device and browser type, pages viewed, referring site, and (when you submit a form) that visit tied to your message. Collected automatically via our first-party site analytics and Google Analytics 4.
During a one-time remote session — with your permission, we connect to your computer using reputable remote-support software. You see everything we do and can end the session at any time. Nothing stays installed afterward and we keep no access. We do not access, copy, or transfer personal files unless you specifically ask us to.
On a Home Care or Business Care plan — see section 1a below. This is an ongoing service and collects device information continuously.

1a. Home Care & Business Care Monitoring

If you sign up for a Home Care or Business Care plan, we install — with your written agreement and while you are present — a monitoring agent and a managed antivirus on each covered computer. Here is exactly what that involves:

Information the agent collects: device name and hardware model, operating system version, installed programs and versions, disk space and drive health, update/patch status, antivirus events (what was detected and blocked, including the file name and path of the flagged file), crash and error logs, logged-in user name, public IP address, and whether the device is online.
Information it does not collect: the contents of your documents, photos, email or messages; your passwords; your browsing history; keystrokes; webcam or microphone. The antivirus scans files for threats but does not send your files to us.
Where it goes: to the management console and security platform operated by our vendors (currently Syncro for device management and Bitdefender GravityZone for security; Business Care also uses the vendor's managed detection & response team). Each customer has a separate environment. Vendor privacy policies: Syncro, Bitdefender.
Remote access: by default we ask before every session and you watch. Unattended access (connecting without you present) happens only if you have authorized it in your Care agreement, and you can revoke it at any time. All remote sessions are logged; you may request the log.
Who sees it: Wade, and — on Business Care — the security vendor's analysts for the purpose of investigating and responding to threats.
Retention: monitoring data is kept for the life of the plan plus 90 days, then deleted from the console. Alert and service records may be kept up to 3 years like other service records.
When you cancel: the agent and antivirus are removed from your computers, our access is shut off, and we confirm this in writing.

2. How We Use Your Information

To provide, schedule, and deliver the IT services you request.
To respond to your messages, quotes, and support requests.
To process payments (via Stripe) and send receipts.
To send you tech tips and service updates — only if you opted in.
To improve the website, measure traffic, and understand which services people need most.

3. Who We Share It With

We do not sell your information. Ever. We share only with service providers that help us operate:

Stripe — payment processing (privacy policy).
Postmark — transactional email delivery (receipts, confirmations) (privacy policy).
Google Analytics 4 — anonymized site traffic analytics (privacy policy).
Microsoft Clarity — records how visitors use the public pages (clicks, scrolling, and what the page looked like) so we can find and fix confusing spots. Clarity masks what you type into form fields, and it is turned off on invoice, payment and account pages (privacy statement).
Our own admin analytics — page views, visitor device info, and form submissions so we can respond to customers and see which pages people use. This data stays on our server and is not sold.
Syncro and Bitdefender — device management and security platforms, only for computers enrolled in a Care plan (see section 1a).
Our web host — to serve this website.
Law enforcement — only if required by a valid legal request.

4. Cookies & Tracking

We use a small number of cookies: one to keep forms working (anti-spam / session), first-party cookies so we can recognize a return visit and connect a form submission to the pages you viewed, Google Analytics cookies to count visitors anonymously, and Microsoft Clarity cookies to measure how pages are used. You can block or delete cookies in your browser settings; the site will still work. We do not use advertising or cross-site tracking cookies.

5. How Long We Keep It

Contact / booking records: up to 3 years after your last service, for warranty and tax purposes.
Newsletter email addresses: until you unsubscribe.
Payment records: as required by accounting/tax law (typically 7 years).
Server logs: up to 90 days.

6. Your Rights

You can ask us at any time to:

See what personal information we have about you.
Correct or update it.
Delete it (unless we are legally required to keep it, e.g., tax records).
Unsubscribe from the newsletter — every email has a one-click unsubscribe link.

Just email wade@pchelphero.com or call (731) 798-8625 and we will take care of it within 30 days.

7. Children

Our services are intended for adults. We do not knowingly collect information from children under 13.

8. Security

We protect your information with HTTPS encryption, locked-down server configuration, and limited internal access. No system is perfect — if we ever discover a breach that affects you, we will notify you promptly and explain what to do.

9. Changes to This Policy

If we make material changes, we will update the "Last updated" date at the top of this page. Significant changes may also be announced by email to newsletter subscribers.

10. Contact

Questions, concerns, or requests — we are happy to hear from you.
Wade — PC Help Hero
Lexington, TN 38351
wade@pchelphero.com
(731) 798-8625

Privacy Policy