Hello edun.
Privacy Policy
Last Updated: 09/10/2025
Edun operates the https://www.helloedun.co.uk website, which provides the SERVICE.
This page is used to inform website visitors regarding our policies with the collection, use, and disclosure of Personal Information if anyone decided to use our Service, the helloedun.co.uk website.
If you choose to use our Service, then you agree to the collection and use of information in relation to this policy. The Personal Information that we collect is used for providing and improving the Service. We will not use or share your information with anyone except as described in this Privacy Policy.
Information Collection and Use
For a better experience while using our Service, we may require you to provide us with certain personally identifiable information, including but not limited to your name, phone number, and email address. The information that we collect will be used to contact or identify you.
Log Data
All errors are logged and stored securely. We do not log any identifiable personal data.
Cookies
Cookies are files with a small amount of data that is commonly used as an anonymous unique identifier. These are sent to your browser from the website that you visit and are stored on your computer's hard drive.
Our website uses these "cookies" to provide key functionality and to improve our Service. Please refer to our Cookie Policy for more information. https://www.helloedun.co.uk/about/cookies.
Service Providers
We may employ third-party companies and individuals due to the following reasons:
- To facilitate our Service;
- To provide the Service on our behalf;
- To perform Service-related services; or
- To assist us in analyzing how our Service is used.
We want to inform our Service users that these third parties may have access to your Personal Information. The reason is to perform the tasks assigned to them on our behalf. However, they are obligated not to disclose or use the information for any other purpose.
Security
We value your trust in providing us your Personal Information, thus we are striving to use commercially acceptable means of protecting it. But remember that no method of transmission over the internet, or method of electronic storage is 100% secure and reliable, and we cannot guarantee its absolute security.
Links to Other Sites
Our Service may contain links to other sites. If you click on a third-party link, you will be directed to that site. Note that these external sites are not operated by us. Therefore, we strongly advise you to review the Privacy Policy of these websites. We have no control over, and assume no responsibility for the content, privacy policies, or practices of any third-party sites or services.
Children's Privacy
Our Services do not address anyone under the age of 13. We do not knowingly collect personal identifiable information from children under 13. In the case we discover that a child under 13 has provided us with personal information, we immediately delete this from our servers. If you are a parent or guardian and you are aware that your child has provided us with personal information, please contact us so that we will be able to do necessary actions.
Changes to This Privacy Policy
We may update our Privacy Policy from time to time. Thus, we advise you to review this page periodically for any changes. We will notify you of any changes by posting the new Privacy Policy on this page. These changes are effective immediately, after they are posted on this page.
Our Privacy Policy was created with the help of the Privacy Policy Template.
Contact Us
If you have any questions or suggestions about our Privacy Policy, do not hesitate to contact us.
Email: info@helloedun.co.uk
Service Level Agreement
The Agreement is made between the Supplier & the Customer
The SLA is intended to outline the level of service between the Supplier and the Customer in specific relation to customer supper enquiries, technical support enquiries and bespoke developments.
- Definitions
- Customer: the person, firm or company who purchases Services from the Supplier.
- Services: the services to be provided by the Supplier under the Contract.
- Supplier: EDUN LTD with registered company number 13689679.
- Business hours: Hours occurring within a normal business day, 08:00 – 18:00 GMT.
- Bespoke Developments: Services that are not currently available within the Edun product offering which require specific development for the Customer.
- Additional Services: Services that are expressly requested by the Customer to the Supplier that are not currently available from Edun.
- Existing Services: Services that currently exist within Edun that are available for Customers to use.
- Service Level Agreement
- The Supplier shall aim to resolve all support problems for existing services in line with the following conditions.
- Tier 1 - Critical Issues:
- Critical issues cause complete or partial service outage and affect the customer’s ability to conduct business-critical operations.
- Supplier Response Time: 1 business hour from the time of reporting the issue to a representative of the Supplier.
- Resolution Time: 4 business hours from the time of acknowledging the issue by the Supplier.
- Please note that ‘bespoke developments’ are quoted on independent milestones and do not formulate this SLA. Please refer to your contract for the definition of ‘bespoke development’
- Tier 2 - Major Issues:
- Major Issues cause significant impairment of service but do not cause a complete service outage.
- Response Time: 3 business hours from the time of reporting the issue to a representative of the Supplier.
- Resolution Time: 8 business hours from the time of acknowledging the issue by the Supplier.
- Please note that 'bespoke developments' are quoted on independent milestones and do not formulate this SLA. You will refer to your contract for the definition of 'bespoke development'
- Tier 3 - Minor Issues:
- Minor issues do not significantly affect the service but cause minor inconvenience to the customer.
- Response Time: 24 business hours from the time of reporting the issue to the Supplier.
- Resolution Time: Varying and agreed with the customer independently from the time of acknowledging the issue by our support team.
- Please note that 'bespoke developments' are quoted on independent milestones and do not formulate this SLA. You will refer to your contract for the definition of 'bespoke development '
- The Customer acknowledges that the resolution times refer to the time taken by the Supplier to provide a solution or workaround for the reported issue. These times are subject to change depending on the complexity of the issue, the availability of resources, and any other factors that may affect the resolution time. Where a workaround is available the supplier makes no guarantees additional solutions can be sought but will make reasonable efforts to accommodate this.
- The customer acknowledges that data migration complications do not fall within the remit of this service level agreement.
- The customer acknowledges that any complications that arise which require input from a third party will affect resolution times from the supplier & our support team will make reasonable effort to communicate this.
- Bespoke Developments
- The Supplier may (at its sole discretion) offer Bespoke Developments and/or Additional Services to Customers which can be expressly requested by the Customer. The Supplier does not guarantee that all requests will be possible but where they are, these Additional Services will be charged on a pro-rata basis and quoted on individual milestones.
- The Customer acknowledges and accepts that when Bespoke Developments and/or Additional Services are created, technical issues may delay the quoted milestones and could also affect the estimated costs.
- Bespoke developments and/or Additional services are delivered within agreed milestones but do not correlate to the service level agreement for Existing Services