GDPR Compliance

The General Data Protection Regulation gives people in the European Economic Area rights over their personal data. We apply the same standards to every customer, wherever they live, because it is simpler and fairer than running two policies.

Who is responsible for what

For the data you give us when buying hosting — name, email, address, phone, billing details — TetraHost is the data controller.

For the data your website stores about your visitors, you are the controller and we are the processor. We hold that data on your behalf, act on your instructions, and do not use it for our own purposes.

What we process, and why

• Account details — to provide the service and contact you about it. Legal basis: performance of a contract.
• Billing records — to take payment and meet tax obligations. Legal basis: contract and legal obligation.
• Support tickets and chat transcripts — to answer you, and to refer back if the issue recurs. Legal basis: contract and legitimate interest.
• Server and access logs — to keep the platform secure and diagnose faults. Legal basis: legitimate interest.
• Daily visit counts — we record how many people visited the site each day and how many pages were read. This is stored as a total against a date and holds no personal data; it cannot be linked to any individual. A random reference is held in your browser for the visit and deleted from our records after 48 hours, purely to avoid counting one person twice. Legal basis: legitimate interest in knowing whether our own website is working.
• IP addresses and page views in the chat system — while a support agent is signed in, the chat system records the IP address, the page being viewed and the referring site of people browsing tetrahostbd.com, so an agent can see who is on the site and offer help. The IP address is sent to a third-party lookup service to obtain an approximate city and network operator. Nothing is recorded when no agent is signed in, and records are deleted automatically after 24 hours. Legal basis: legitimate interest in offering support.

Where your data lives

Our servers are in Bangladesh, the USA, Singapore and Germany. You choose the location for your own hosting at checkout, and European customers can choose Germany for VPS and dedicated servers. Billing records are held in our own systems.

Bangladesh is not covered by an EU adequacy decision. Where personal data reaches us here, it is handled under contractual safeguards and the protections described in this page.

Sub-processors

We use a small number of providers who may process data on our behalf:

• Datacenter operators — Hivelocity (USA), OVHcloud (Singapore, Germany) and our Dhaka facility, providing the physical infrastructure.
• MailChannels — relays outbound email so it is not sent from shared server addresses.
• Payment providers — bKash, Nagad, SSLCommerz, banks and PayPal. Card details are handled by them; we never store card numbers.
• Google — where you purchase Google Workspace licenses through us.
• IP lookup service — receives the IP address of visitors to this website while a support agent is signed in, and returns an approximate location and network operator so the agent has context before offering help.

How long we keep things

Account and billing records are kept while your account is active and afterwards for the period tax law requires. Support tickets and chat transcripts are kept while useful for support history. Server logs are rotated regularly. Live chat visitor records — IP address, pages viewed and referring site — are deleted automatically 24 hours after the visit. When you close an account and the retention period expires, the data is deleted.

Your rights

• Access — a copy of the personal data we hold about you.
• Rectification — correction of anything inaccurate.
• Erasure — deletion, where no legal obligation requires us to keep it.
• Restriction and objection — limits on how we process it.
• Portability — your data in a machine-readable format. For hosting accounts this is normally a standard cPanel backup, which you can generate yourself at any time.
• Complaint — to your local supervisory authority, if you believe we have handled your data improperly.

Making a request

Write to support@tetrahostbd.com from the email address on the account, or open a ticket from the client area. We respond within 30 days, usually far sooner. We may ask you to verify your identity first — that check protects you, not us.

Data breaches

If a breach occurs that is likely to affect your rights, we will notify affected customers and the relevant authority without undue delay, and tell you what happened and what to do about it.

Data processing agreement

Business customers who need a signed DPA can request one at support@tetrahostbd.com.