privacy-policy |

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Summary

ShellRack is committed to protecting your personal information. We collect only what we need, use it only for the purpose stated, never sell it, and store it securely. This policy explains everything in plain language.

1. Who We Are

ShellRack ("we", "us", "our") is an IT managed services and software development company based in Delhi, India. We operate the website at ShellRack.com and provide IT support, cloud services, and custom software development to businesses across Delhi/NCR and beyond.

For the purposes of the Information Technology Act, 2000 and the Information Technology (Amendment) Act, 2008, ShellRack is the data controller for personal information collected through this website.

2. Information We Collect

Information you provide directly:

Contact form submissions — name, email address, phone number, company name, message content
Support ticket submissions — name, email, company, issue description, priority level
Service enquiries — details about your IT requirements and business
Newsletter subscriptions — email address only

Information collected automatically:

IP address and browser type (via server logs)
Pages visited and time spent on each page
Referral source (how you arrived at our site)
Cookie data (see our Cookie Policy)

3. How We Use Your Information

Purpose	Legal Basis	Data Used
Respond to enquiries and support tickets	Legitimate interest / Contract	Name, email, phone, message
Provide managed IT services	Contract performance	All contact details
Send IT tips newsletter (if subscribed)	Consent	Email address only
Improve our website and services	Legitimate interest	Anonymous usage data
Legal compliance and fraud prevention	Legal obligation	As required by law

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We never sell your data

ShellRack does not sell, rent, trade or otherwise share your personal information with third parties for their marketing purposes under any circumstances.

4. Data Sharing

We may share your information with the following categories of third parties, only to the extent necessary to provide our services:

Email service providers — to send you responses and updates (e.g., Google Workspace)
Cloud hosting providers — our website and data are hosted on servers in India
Analytics services — anonymised usage data only (e.g., Google Analytics)
Legal authorities — if required by law, court order, or to protect our rights

5. Data Retention

We retain your personal data for as long as necessary to fulfil the purpose for which it was collected:

Contact enquiries — 3 years from last contact
Support tickets — 5 years (for audit and reference purposes)
Newsletter subscriptions — until you unsubscribe
Client service data — duration of contract + 7 years

6. Your Rights

Under applicable Indian data protection laws, and where applicable the GDPR for EEA residents, you have the right to:

Access the personal data we hold about you
Request correction of inaccurate data
Request deletion of your data (subject to legal obligations)
Withdraw consent at any time (where processing is based on consent)
Object to processing for legitimate interests
Lodge a complaint with the relevant data protection authority

To exercise any of these rights, contact us at privacy@ShellRack.com. We will respond within 30 days.

7. Security

We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, alteration, disclosure or destruction. These include SSL/TLS encryption, access controls, and regular security audits. However, no internet transmission is 100% secure, and we cannot guarantee absolute security.

8. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by posting a notice on our website. The "Last updated" date at the top of this page indicates when the policy was last revised.

Privacy Questions?

Contact our privacy team — we respond within 2 business days.

📧 privacy@ShellRack.com

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Please Read Carefully

These Terms of Service govern your use of ShellRack's website and services. By using our services, you agree to these terms. If you do not agree, please do not use our services.

1. Acceptance of Terms

By accessing ShellRack.com or engaging ShellRack for services, you confirm that you have read, understood and agree to be bound by these Terms of Service and all applicable laws and regulations. These terms form a legally binding agreement.

2. Our Services

ShellRack provides the following categories of services, subject to separate service agreements:

Managed IT services and helpdesk support
Managed cloud services (AWS, Azure, Google Cloud)
Backup and disaster recovery
Server and network infrastructure
Endpoint and email security services
IT procurement and consulting
Custom software development

The specific scope, SLA terms, pricing and responsibilities for managed services are defined in your individual Master Service Agreement (MSA) and associated Statement of Work (SOW).

3. Service Level Agreements (SLA)

Priority	Definition	Response Time	Resolution Target
🔴 Critical	System down, data loss, breach	15 minutes	4 hours
🟠 High	Major service impaired	1 hour	8 hours
🟡 Medium	Partial service impact	4 hours	2 business days
🟢 Low	General request / query	Next business day	5 business days

4. Client Responsibilities

To enable ShellRack to deliver services effectively, you agree to:

Provide accurate and complete information when requested
Grant necessary access to systems, networks and personnel
Designate a primary point of contact for technical matters
Pay invoices within agreed payment terms (typically 30 days net)
Notify us promptly of any security incidents or changes to your IT environment
Not use our services for any unlawful, abusive or harmful purpose

5. Intellectual Property

All content on this website — including text, graphics, logos, and code — is the property of ShellRack and protected by Indian copyright law. For custom software development engagements, intellectual property ownership is defined in the project-specific SOW. By default, upon full payment, clients receive a perpetual licence to use the developed software.

6. Limitation of Liability

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Important — Please Read

To the maximum extent permitted by law, ShellRack's total liability for any claim arising from our services shall not exceed the total fees paid by you in the three months preceding the claim. We are not liable for indirect, consequential or incidental damages.

7. Confidentiality

Both parties agree to maintain the confidentiality of the other's proprietary information, trade secrets and technical data. This obligation survives termination of the service agreement for a period of 3 years.

8. Governing Law

These Terms of Service are governed by the laws of India, specifically the Information Technology Act 2000, Indian Contract Act 1872, and other applicable legislation. Any disputes shall be subject to the exclusive jurisdiction of the courts of Delhi, India.

9. Termination

Either party may terminate managed service agreements with 30 days written notice. ShellRack reserves the right to terminate immediately for non-payment or breach of these terms. Upon termination, you will retain access to all data for a 30-day transition period.

10. Contact for Legal Matters

Legal Enquiries

For contract questions, disputes or legal notices.

📧 legal@ShellRack.com

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About Cookies

We use cookies to make our website work properly, understand how it's used, and improve your experience. This policy explains what cookies we use and how you can control them.

1. What Are Cookies?

Cookies are small text files placed on your device when you visit a website. They help the website remember your preferences and understand how you use it. Cookies cannot harm your device or access other information on it.

2. Cookies We Use

Cookie Name	Type	Purpose	Duration
`_ga`	Analytics	Google Analytics — tracks unique visitors	2 years
`_ga_XXXXXX`	Analytics	Google Analytics — session tracking	2 years
`cookie_consent`	Essential	Stores your cookie consent preference	1 year
`wp_session`	Essential	WordPress session (client portal only)	Session
`ShellRack_pref`	Functional	Remembers your language / region preference	6 months

3. Cookie Categories

Essential Cookies (always active)

Required for the website to function. They enable core features like security, page navigation and access to secure areas. The website cannot function without these.

Analytics Cookies (opt-in)

Help us understand how visitors interact with our website by collecting anonymous information. We use Google Analytics. You can opt out of Google Analytics at any time.

Functional Cookies (opt-in)

Remember your preferences and personalisation choices to improve your experience, such as your preferred language or region.

4. Managing Cookies

You can control cookies through:

Browser settings — most browsers let you block or delete cookies. See your browser's help section.
Our cookie banner — shown on your first visit, allows you to accept or decline non-essential cookies.
Third-party opt-outs — e.g., Google Analytics Opt-out.

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Note on blocking cookies

Blocking essential cookies may prevent some parts of the website from working correctly, including the client support portal and ticket submission forms.

Cookie Questions?

Contact us if you have questions about how we use cookies.

📧 Contact Us

A complete map of all pages on the ShellRack website — useful for navigation, accessibility and search engine indexing.

🏠 Main Pages

⚙️ Services

📋 Legal & Policy

🆘 Support

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For Search Engines

Our XML sitemap for search engine crawlers is available at /sitemap.xml — automatically generated and updated by our WordPress SEO plugin (Yoast SEO).

Can't Find Something?

If a page is missing or a link is broken, please let us know.

📞 Contact Us