1. About This Policy
DBA Services Pty Ltd (ACN 166 301 999) ("DBA Services", "we", "us", "our") is committed to protecting the privacy of personal information collected through our website, forms, and services. This policy explains how we collect, use, store, and protect your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
2. Information We Collect
We may collect the following personal information:
- Contact details - name, email address, phone number, company name, job title
- Technical details - SQL Server environment details provided through health check or support forms
- Payment information - processed securely via Stripe; we do not store credit card numbers
- Usage data - how you use our website, such as pages visited, links clicked, device and browser type and approximate location, collected by the analytics, session recording and advertising tools described in section 8
- Enquiry attribution - when you submit a form, the page you first landed on, the site that referred you and, if you arrived from an online ad, the ad click identifier and campaign details
- Call details - if you call us on a Google forwarding number shown to visitors who arrived from one of our Google ads, Google records the area code you called from and the time and duration of the call
- Communication records - emails, support requests, and form submissions
3. How We Collect Information
We collect personal information through:
- Health check booking forms on our website
- Contact and inquiry forms
- Newsletter subscription forms
- Emergency support checkout
- Proposal and engagement agreements
- Direct communication (email, phone)
- Cookies, analytics, session recording and advertising tools (see section 8)
4. How We Use Your Information
We use your personal information to:
- Provide SQL Server database administration services
- Respond to inquiries and support requests
- Process payments for services
- Send service-related communications and reports
- Send our newsletter (with your consent; you can unsubscribe at any time)
- Improve our website and services through analytics
- Generate proposals and service agreements
- Measure which advertising and marketing brings enquiries, and show our ads to people who have previously visited our website (remarketing)
- Add publicly available details about your organisation to our customer records, using an AI service (see section 7)
- Comply with legal and regulatory obligations
5. Disclosure of Information
We may disclose personal information to:
- Service providers who help us run our business, including:
- email delivery (SendGrid) and payment processing (Stripe)
- customer relationship management and help desk (Zoho), team messaging for enquiry alerts (Slack), accounting and invoicing (Xero), and on-call alerting for urgent support tickets (PagerDuty)
- website security and hosting services (Cloudflare)
- website analytics and session recording (Google Analytics, Microsoft Clarity, Ahrefs, Cloudflare Web Analytics)
- online advertising and measurement (Google Ads, Microsoft Advertising)
- AI services that extract publicly available company details from an organisation's website for our customer records (Anthropic)
- Professional advisors - accountants, lawyers, insurers as required
- Regulatory authorities - where required by law
Some of these providers store or process information outside Australia, mainly in the United States, and may also use facilities in the European Union and other countries where they operate. We choose established providers with recognised security controls, but by using our website or submitting your details you acknowledge that your information may be handled overseas.
We do not sell, rent, or trade your personal information to third parties for marketing purposes.
6. Data Security
We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. Our security measures include:
- SSL/TLS encryption for all website traffic
- Secure payment processing via Stripe (PCI-DSS compliant)
- Access controls limiting data access to authorised personnel
- Regular security reviews of our systems
DBA Services is ISO 27001 certified and PCI-DSS SAQ-D Service Provider compliant.
7. Use of Artificial Intelligence
DBA Services uses AI technologies to enhance the quality, speed, and accuracy of our SQL Server database administration services. Our use of AI is governed by the following principles:
What AI is used for
- Telemetry analysis - AI models analyse SQL Server performance telemetry (wait statistics, performance counters, configuration metadata, resource utilisation patterns) to detect anomalies and identify potential issues before they impact your business
- Root cause analysis - When incidents occur, AI correlates patterns across performance baselines, recent changes, and historical incidents to accelerate diagnosis
- Business intelligence - AI translates infrastructure telemetry into capacity forecasts, cost optimisation recommendations, and workload trend analysis
- Internal knowledge systems - AI enhances our internal knowledge base to improve time-to-resolution for common SQL Server issues
- Content generation - AI assists in generating technical blog content and documentation, with all output reviewed and validated by our senior DBAs
Customer records
When you contact us from a business email address, we may use an AI service (Anthropic) to read your organisation's public website and extract its company details, such as its name, address, phone number and industry, for our customer records. Only the domain name of your email address and that public website content are sent to the AI service. Your name, email address, phone number and message are not. We do not do this for personal email addresses such as Gmail or Outlook.
The automatic acknowledgement you receive after submitting an enquiry is a standard template and is not generated by AI. A member of our team reviews every enquiry personally.
What AI is never used for
- We never process your database contents through AI systems - in our service delivery, AI only analyses SQL Server infrastructure telemetry (performance counters, wait stats, configuration metadata). The contents of your databases, application data, and business information are never accessed, transmitted, or processed by any AI system.
- We never use client data to train AI models - Your environment telemetry is not used to train external AI models. Only anonymised, aggregated infrastructure metrics may be used to improve our internal diagnostic systems.
- AI never takes autonomous action on your systems - Every AI-assisted insight is validated by our senior DBAs before any action is taken on your SQL Server environment. AI informs our decisions; it does not make them.
AI transparency
We are committed to transparency about how AI is used in our service delivery. If you have questions about our AI practices or wish to opt out of AI-assisted analysis for your environment, please contact us.
8. Cookies, Analytics & Advertising
Our website uses cookies and similar technologies, loaded through Google Tag Manager and our advertising tags, for the following purposes.
- Analytics - Google Analytics 4, Ahrefs Web Analytics and Cloudflare Web Analytics tell us which pages are visited, for how long, from what type of device and from where traffic arrives. We do not send your name, email address or phone number to these services.
- Session recording - Microsoft Clarity records how visitors interact with our pages (clicks, scrolling and mouse movement) so we can find and fix problems with the site. Clarity masks the text you type into form fields, and we do not use recordings to identify individual visitors.
- Call measurement - if you arrive from one of our Google ads, the phone number shown on the site may be a Google forwarding number. Calls to it are forwarded to us, and Google records the caller's area code and the time and length of the call so we can see which ads lead to calls.
- Advertising and remarketing - Google Ads and Microsoft Advertising measure which of our ads lead to enquiries and calls, and may show our ads to people who have previously visited our website as they browse other sites. These providers use cookies and identifiers in line with their own privacy policies.
Your choices. You can block or delete cookies in your browser settings; the website will continue to work. You can opt out of Google Analytics with the Google Analytics Opt-out Browser Add-on, control personalised Google ads at adssettings.google.com and Microsoft ads at account.microsoft.com/privacy/ad-settings, and use the industry opt-out at youronlinechoices.com.au.
9. Your Rights
Under the Australian Privacy Principles, you have the right to:
- Access the personal information we hold about you
- Request correction of inaccurate information
- Request deletion of your information (where we are not required to retain it)
- Unsubscribe from marketing communications at any time
- Lodge a complaint with the Office of the Australian Information Commissioner (OAIC)
10. Data Retention
We retain personal information for as long as necessary to provide our services and comply with legal obligations. Support records and service documentation are retained for a minimum of 7 years. You may request deletion of your information at any time by contacting us.
11. Contact Us
If you have questions about this privacy policy or wish to exercise your rights, contact us: