Privacy Policy
This policy explains what personal information Greyline Group collects, why we collect it, who we share it with, and what you can do about it. We have tried to write it in plain language rather than legal boilerplate.
It applies to our website, our advertising, our WhatsApp lines, and the systems we use to respond to enquiries and support our clients. We process personal information in line with South Africa's Protection of Personal Information Act, 2013 (POPIA).
1. Who we are
Greyline Group is a managed IT services provider based in Cape Town, South Africa. For the purposes of POPIA we are the responsible party for the personal information described in this policy.
| Registered name | Greyline Group (Pty) Ltd |
|---|---|
| Registration number | 2026/179299/07 |
| Address | 51 Gogosoa Street, Observatory, Cape Town, 7935 |
| Information Officer | Matt Leonard Jacobson |
| Contact | admin@greylinegroup.co.za |
2. What we collect
We collect different information depending on how you reach us. We do not buy personal information from third parties.
When you enquire, via our website form or a social media lead form
If you complete our website enquiry form, or submit one of our lead forms on Facebook or Instagram, we collect:
- Your first and last name
- Your email address
- Your phone number
- Your company name
- Your team size
- Your industry
- What you tell us you need help with, the free-text description of your enquiry
If you submit a lead form on Facebook or Instagram, Meta may pre-fill some of these fields from your profile. Meta also processes that information under its own privacy policy, and for lead forms Meta and Greyline Group each act as a responsible party in our own right. We receive a copy of your submission and the name of the advertising campaign it came from.
When you message us on WhatsApp
We operate two separate WhatsApp numbers:
- A sales and enquiries line, answered by our staff. We collect your phone number, your WhatsApp profile name, and the content of your messages.
- A support line for existing clients, which is answered by an automated assistant. We collect your phone number, your messages, and technical details about the issue and the device concerned so it can be diagnosed and resolved.
WhatsApp is provided by Meta and your use of it is also subject to Meta's own terms and privacy policy.
When you become a client
We collect the billing, contact and technical information needed to deliver the services you have contracted us for, including details of the devices, systems and users we monitor and support.
Automatically, when you visit our website
Our website does not run analytics software, advertising pixels or visitor tracking. Our hosting and network providers keep standard server logs, which include your IP address, browser type and the pages requested. These are generated automatically as part of delivering the site securely, and we use them only for security and troubleshooting.
3. Why we use it
| What we do | Why we're allowed to (POPIA) |
|---|---|
| Reply to your enquiry and prepare a quote | To take steps at your request before entering a contract, and our legitimate interest in responding to people who contact us |
| Deliver and support our services to clients | Performance of our contract with you |
| Keep records, invoice, and meet tax and legal obligations | Compliance with law |
| Secure our systems and prevent abuse | Our legitimate interest in operating safely |
| Send marketing to people who have asked for it | Your consent, which you can withdraw at any time |
You do not have to give us your personal information, but if you do not we may be unable to quote for or provide our services.
4. Automated processing and AI
We want to be straightforward about this, because it is not obvious from the outside.
When you submit an enquiry, we use an artificial intelligence service to help us draft a reply and to gauge how urgent or relevant your enquiry is. To do that, your name, company name, email address and the text of your enquiry are sent to our AI provider, Anthropic.
A human at Greyline reviews and approves every reply before it is sent to you. The AI drafts; a person decides. No decision that affects you is made solely by automated means, and we do not use your information for automated profiling.
Separately, our client support WhatsApp line uses an automated assistant that can diagnose and resolve technical issues without a person being involved. This applies to existing clients contacting that support number, not to sales enquiries.
We do not use your personal information to train AI models, and our AI provider is engaged on commercial terms under which your information is not used to train their models.
5. Who we share it with
We do not sell your personal information. We share it only with service providers who help us operate, and only as far as they need it:
| Provider | What for | Where |
|---|---|---|
| Meta (Facebook, Instagram, WhatsApp) | Advertising, lead forms and messaging | Outside South Africa |
| Anthropic | AI assistance in drafting replies to enquiries | United States |
| GoDaddy | Our email, used to send replies to you | Outside South Africa |
| Netlify | Hosting our website | United States |
| Cloudflare | Processing and delivering website enquiry form submissions to us | United States |
We may also disclose personal information where the law requires it, or to establish or defend a legal claim.
6. Sending data abroad
Some of the providers above are outside South Africa, so your personal information is transferred across borders. Where POPIA requires it, we rely on the fact that the recipient is bound by an agreement or binding rules that give your information a level of protection substantially similar to POPIA, or that the transfer is necessary to perform a contract with you or at your request.
7. How long we keep it
We keep enquiry records for 24 months from your last contact with us, so we can pick up the conversation if you come back to us. Client records are kept for the life of the contract and then for as long as tax and company law requires, generally five years. After that we delete or anonymise the information.
If you submitted a lead form on Facebook or Instagram, Meta separately makes that submission available to us for download for up to 90 days under its own retention rules.
8. Your rights
Under POPIA you have the right to:
- Ask what we hold about you, and get a copy
- Correct or delete information that is wrong, misleading, irrelevant, excessive or out of date
- Object to us processing your information on legitimate-interest grounds
- Withdraw consent where we relied on it, including unsubscribing from marketing at any time
- Complain to the Information Regulator (see below)
To exercise any of these, email us at admin@greylinegroup.co.za. We will respond within a reasonable time and may need to verify your identity first. There is no charge, unless a request is clearly excessive or repetitive.
9. Security
We take reasonable technical and organisational steps to protect your information, including encrypted connections, access controls limiting who can see enquiry and client data, and authentication on our internal systems. No system is perfectly secure, but if a breach affects your personal information we will notify you and the Information Regulator as POPIA requires.
10. Cookies
Our website does not set advertising or analytics cookies, and does not run a tracking pixel. There is nothing to opt out of.
The site stores a single preference in your browser's local storage, remembering whether you chose the light or dark version of the site. It contains no personal information, never leaves your device, and you can clear it at any time through your browser settings.
If we add analytics or advertising technology in future, we will update this section and give visitors a way to refuse non-essential cookies before those tools are switched on.
11. Complaints
If you are unhappy with how we have handled your personal information, please tell us first, we would rather fix it. If you are still not satisfied, you can lodge a complaint with the Information Regulator (South Africa), whose details are at inforegulator.org.za.
12. Contact us
Questions about this policy, or about the information we hold about you:
Greyline Group (Pty) Ltd
Matt Leonard Jacobson, Information Officer
admin@greylinegroup.co.za
51 Gogosoa Street, Observatory, Cape Town, 7935
Changes to this policy
If we change how we use your personal information, we will update this page and change the "last updated" date above. If the change is significant, we will tell people it affects directly.