Privacy policy.

Who we are

This website is run by J Draper Pty Ltd ATF The JLD Family Trust, trading as Interwise IT, ABN 51 867 561 592 ("we", "us").

This policy covers personal information collected through this website (interwiseit.com.au), its forms and chat, and through chat in the Interwise IT Agent on our clients' computers. Other personal information we handle while providing IT services to clients is covered by the client agreement.

We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988. We follow them voluntarily, as good practice.

What we collect and why

We only collect what you type into a form or choose to send us, plus the technical details set out below.

Instant quote

• Your answers to the quote questions (such as the kind of business, team size, how fast you need support, and security and backup choices), and any optional context you add. We use them to build your quote.
• Your details at the last step: business name, your name, postcode (optional), and a mobile number or email address (one is required). We use them to send your quote and to follow it up.
• Technical details recorded when you send the quote: your IP address, your browser type, the page you came from and the page you sent it from. We use them to stop abuse and to see where enquiries come from.

Your quote link. We send a private link to your quote by SMS, by email, or both, depending on the details you gave. The link is unique to you and expires within 30 days. If you change your quote on that page, the changes are saved so the link reopens as you left it. If you click Book a meeting on your quote, we record the click.

Right-fit form

Your answers to the right-fit questions, used to show whether we suit each other. Finishing the form does not ask for your name or contact details. If you click Book a meeting from the result, we record the click and a reference code that lets us match it to your booking.

Call-me request

If you ask us to call you from the right-fit result: your name, business (optional), phone number, email (optional) and the best time to call. We use them to call you back, together with your right-fit answers.

Contact form

Your name, company, email address, phone number, whether you are an existing client, and your message. We use them to reply to you.

Booking a meeting

Book a meeting takes you to Calendly, a scheduling service. The details you enter there are collected by Calendly under its own privacy policy and shared with us so we can hold the meeting.

Unfinished forms

When you use the instant quote or right-fit forms, we save your answers as you go, so we can see where our forms could be clearer. This is anonymous:

• We save your answers and how far through the form you got.
• We also save how you arrived: the page you came from, the page you landed on, any campaign tags in the link, and whether you are on a mobile or desktop.
• We never save your name, contact details, anything you type in free text, or your IP address before you press send.
• To limit abuse, we keep a one-way, salted scramble (hash) of your IP address. It cannot be turned back into the address and is used only for rate limits.
• Unfinished form records are deleted after 90 days.

Chat and calls

You can chat with us in two places: the chat on this website, and the Interwise IT Agent on computers we manage for our clients. Both go through the same system.

Please do not put health information, patient details or other sensitive information into chat unless we ask for it to fix your problem.

Website chat

• What we collect: what you type, plus your name, email address and phone number if you choose to give them. You cannot send files in website chat.
• Why: to answer your enquiry. A technician may open a support ticket from your chat.
• A chat is not linked to a client account automatically. A technician links it to one if it is relevant.
• Our website uses your IP address for the bot check and to limit abuse. It is not kept with your chat.

Interwise IT Agent chat (existing clients)

• The Interwise IT Agent on computers we manage lets staff chat with our service desk.
• What we collect: your messages, files you choose to send (documents and images, with a size limit), and details of the computer: its name, the Windows username, the domain, the operating system and the Agent version. We use the computer details to identify the device and route your request.

Where chat is held

Chats are held in Australia, on our own systems and in our ticketing system. The exceptions are the AI service and call transcription, below.

AI (Anthropic)

We use Anthropic's Claude AI service, in the United States, for three things:

• After-hours replies in the Interwise IT Agent. Outside business hours, replies to Agent chat may come from AIex, our AI assistant, which introduces itself as an AI. To write a reply, it sends your latest message and up to eight earlier messages of that chat, each shortened. Nothing else about you or your device is sent. A technician follows up. AIex never replies in website chat.
• Ticket descriptions. When a technician closes a chat, including a website chat, the transcript is sent to Anthropic to draft the description of the support ticket.
• Call summaries. Transcripts of calls to our service desk are sent to Anthropic to summarise and categorise them.

Anthropic deletes this information within 30 days and does not use it to train its AI models. It may keep it longer only where needed to enforce its usage policy or to comply with the law.

What you type in chat is not written to our system logs.

Calls to our service desk

• Calls to our service desk are recorded.
• The call audio is sent to AssemblyAI, in the United States, to be transcribed. AssemblyAI works under a signed data processing agreement. It deletes the audio and transcripts within 3 days and does not use them to train its AI models.
• We discard the full transcript once the call is summarised. We keep the call recording and its summary with our service records.

How long we keep chat

Chat transcripts (website chat and the Interwise IT Agent) are deleted from our chat system 60 days after the conversation closes. If a chat becomes a support ticket, the transcript is kept in the ticket under our normal records retention.

Services that handle your information

• Cloudflare sits in front of this website for security and caching, and its Turnstile check on our forms and website chat helps tell people from bots. Cloudflare processes your IP address and browser details to do this.
• Our SMS provider and our Microsoft 365 email deliver your quote link.
• Calendly handles meeting bookings (see above).
• Our ticketing system, hosted in Australia, holds chat transcripts that become support tickets.
• Anthropic (Claude AI service) writes after-hours Agent replies, drafts ticket descriptions from chats and summarises calls (see Chat and calls).
• AssemblyAI transcribes calls to our service desk (see Chat and calls).
• Google reviews on some pages are loaded from Google by our server, so Google sees our server, not you. Reviewers' profile photos load from Google, which then receives your IP address and browser details.
• Google Maps shows our office on the Contact page. When the map loads, Google receives your IP address and browser details, and may set cookies, under its own privacy policy.
• An offsite backup service holds encrypted backups of this website and its form records.

Analytics and advertising

We use these tools on this website to understand how it is used and to measure our advertising.

• Google Analytics 4, to count visits and see which pages are used.
• Google Ads conversion tracking, to see which ads lead to enquiries. With enhanced conversions, when you complete a quote or contact form, a hashed (scrambled, one-way) copy of the email address or phone number you gave is sent to Google to match the enquiry to an ad.
• Microsoft Advertising (UET), to see which Microsoft and Bing ads lead to enquiries.
• Microsoft Clarity, to see how pages are used, such as where people click and scroll. Clarity is set to strict masking: everything typed into a form, and page text, is hidden from it.
• Meta Pixel, to see which Facebook and Instagram ads lead to enquiries and bookings. It is sent page visits and the fact that a form was completed or a meeting booked, never what you typed.

We do not put your name, email address, phone number or other personal information into analytics events or page addresses.

Consent. Visitors from the European Economic Area, the United Kingdom and Switzerland see a consent banner, and these tools stay off unless they agree. For visitors in Australia and elsewhere, these tools run without a banner.

Information held overseas

Some of the services above store or process information outside Australia, such as encrypted backups, website security and delivery, meeting bookings, analytics and advertising.

For chat and calls, these recipients may hold or process your information outside Australia:

• Cloudflare, whose global edge network sits in front of this website and our chat service, and may route traffic through other countries.
• Anthropic (United States), for after-hours Agent replies, ticket descriptions and call summaries.
• AssemblyAI (United States), for call transcription.

Our ticketing system is hosted in Australia.

How we use and share information

• We use your information for the purpose you gave it: to send a quote, call you back, reply, answer your chat or meet.
• We do not sell personal information.
• We share it only with the services listed above, so they can do their part, or when the law requires it.
• We contact you only about your enquiry, or when you ask us for more information. We do not send you marketing you have not asked for.

How we protect information is described on our security and privacy page.

How long we keep it

• Unfinished form records: 90 days.
• Quotes, call-back requests and messages sent through this website: 24 months from when you send them, then deleted automatically.
• Chat transcripts: deleted from our chat system 60 days after the conversation closes; kept in the ticket if one is created (see Chat and calls).

Access and correction

You can ask to see the personal information we hold about you, and ask us to correct it. Call 1800 468 379 or send us a message through our contact form. We will respond within 30 days. We may need to confirm who you are first.

Complaints

If you think we have mishandled your personal information, please tell us first, on 1800 468 379 or through our contact form. We will look into it and reply in writing within 30 days.

If you are not satisfied with our reply, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Changes to this policy

We will update this policy when what the website does changes, and show the date here. Last updated: 29 October 2026. Questions: see our contact page.