Privacy Policy

1. About this Privacy Policy

This Privacy Policy explains how RemoteViewer collects and uses personal information when you visit our website, create or use a RemoteViewer account, use the customer portal, use RemoteViewer applications, connect to supported devices, purchase a subscription or contact our support team.

For the personal information described in this policy, RemoteViewer acts as the data controller where we determine why and how that information is processed. Where a business customer uses RemoteViewer to provide remote support to its own employees or customers, that organisation may also have its own responsibilities under data protection law.

2. Contacting us about privacy

If you have a question about this Privacy Policy, your personal information or your data protection rights, contact RemoteViewer at:

Email:
contact@remoteviewer.co.uk

3. Information we collect

Account information

When you create or use a RemoteViewer account, we may process your first name, surname, email address, company name, company identifier, account role, account status, email-verification status and registration information.

Authentication and security information

We process information required to authenticate and protect RemoteViewer accounts. This may include password hashes and salts, authentication session identifiers, hashed application session tokens, two-factor authentication information, hashed recovery codes, password-reset records, login timestamps, IP addresses, authentication method and security-related audit information.

Device information

When a device is registered with or connected to RemoteViewer, we may process information such as its RemoteViewer client identifier, device nickname, hostname or machine name, operating system, operating-system version, processor architecture, internal IP address, external IP address, device type, device identity information, public-key information and device key fingerprints.

Remote-session and audit information

RemoteViewer maintains connection audit information relating to remote support sessions. This may include a session identifier, company identifier, RemoteViewer client identifier, device name and type, technician name, technician email address, technician display name, authentication method, identity-verification status, technician IP address, session start time, session end time and the reason a session ended.

Support information

If you contact RemoteViewer Support, we may process your name, email address, company, support-ticket subject, support category, messages, ticket status and any files you choose to attach. For uploaded support attachments we also store technical information such as the original filename, file type, file size and file hash.

Subscription, trial and billing information

We process information concerning your RemoteViewer plan, subscription status, concurrent-session entitlement, trial status and subscription dates. Where Stripe is used for billing, RemoteViewer stores relevant Stripe identifiers and subscription information such as customer, subscription, subscription-item, price and invoice identifiers together with payment or subscription status information.

Payment-card details are processed through Stripe’s payment systems. RemoteViewer’s application database is designed to store billing references and subscription status rather than full payment-card numbers.

Single sign-on information

If you choose to sign in or register using Microsoft or Google, RemoteViewer processes information supplied through the relevant identity service. This can include your provider identifier, provider tenant or account identifier, name, email address or login hint, account-linking information, login timestamp and IP address. RemoteViewer requests identity information required for sign-in, including OpenID profile and email information.

4. How we use your information

We use personal information where necessary to:

• Create and administer RemoteViewer accounts.
• Authenticate users and technicians.
• Provide attended and unattended remote support functionality.
• Associate authorised technicians with supported devices.
• Operate RemoteViewer remote sessions.
• Maintain session and security audit records.
• Detect, prevent and investigate unauthorised access or misuse.
• Enforce account, trial and subscription limits.
• Operate free trials and prevent repeated abuse of trial eligibility.
• Provide customer and technical support.
• Process subscriptions and maintain billing status.
• Send account, verification, security, support and service-related emails.
• Manage company users, invitations and account permissions.
• Comply with legal, regulatory and accounting obligations where applicable.

5. Remote-session content

RemoteViewer allows authorised technicians to perform functions such as viewing remote screens, controlling supported devices, transferring files, running supported remote commands and communicating through supported session features.

Because a remote support session may expose information displayed or stored on the supported device, customers and technicians are responsible for ensuring they have appropriate authority to access that device and any personal or confidential information visible during the session.

6. Our lawful bases for processing

Depending on the circumstances, RemoteViewer may rely on one or more of the following lawful bases:

Contract:
where processing is necessary to create your account, provide the RemoteViewer service, manage your subscription or provide requested support.

Legitimate interests:
where processing is necessary to secure RemoteViewer, prevent fraud and abuse, maintain audit records, protect users and devices, manage business operations or establish, exercise or defend legal claims, provided those interests are not overridden by your rights and interests.

Legal obligation:
where we are required to retain or disclose information to comply with applicable law.

Consent:
where applicable law requires consent and we specifically ask you for it. Where processing is based on consent, you may withdraw that consent at any time.

7. Who we share information with

We do not sell your personal information.

We may disclose information to service providers where this is necessary to operate RemoteViewer, including:

• Hosting and infrastructure providers.
• Email-delivery and SMTP service providers.
• Stripe for subscription billing and payment processing.
• Microsoft where you choose Microsoft sign-in.
• Google where you choose Google sign-in.
• Professional advisers where reasonably necessary.
• Regulators, courts, law-enforcement bodies or other authorities where disclosure is required by law.

Service providers are only given the information reasonably necessary for the service they provide and are expected to handle information in accordance with applicable data protection requirements.

8. International transfers

Some technology and payment providers may process information in countries outside the United Kingdom. Where personal information is transferred internationally, we take steps intended to ensure that the transfer is made using a mechanism permitted by applicable data protection law and that appropriate safeguards apply where required.

9. Cookies and local identifiers

RemoteViewer uses cookies and similar identifiers that are required to provide account, authentication and trial functionality.

Customer portal session:
the RemoteViewer portal uses a security-protected session cookie to maintain an authenticated browser session. The current portal configuration uses a 24-hour session lifetime which is refreshed while the authenticated session remains active.

Trial installation identifier:
RemoteViewer creates a random installation identifier used to manage trial eligibility and reduce repeated trial abuse. The current configuration gives this identifier a maximum lifetime of five years.

Application session tokens:
supported RemoteViewer applications may use authentication tokens so an already authenticated installation can resume access. RemoteViewer stores a cryptographic hash of these tokens server-side rather than storing the usable token itself. The current application-session lifetime is 30 days and may be renewed during continued authorised use.

Where RemoteViewer introduces optional cookies or similar technologies that are not strictly necessary, we will provide the controls required by applicable law before using them.

10. How we protect information

RemoteViewer uses technical and organisational safeguards intended to protect accounts, devices and personal information against unauthorised access, loss, misuse or alteration.

Security controls implemented within RemoteViewer include authenticated technician access, device identity controls, protected authentication sessions, hashed password and token data, optional or required two-factor authentication, rate limiting, security auditing and controlled attended or unattended device access.

11. How long we keep information

We keep personal information only for as long as it is reasonably required for the purpose for which it was collected, to operate and secure RemoteViewer, to meet contractual requirements, to maintain appropriate audit records or to comply with legal and accounting obligations.

Different information has different retention requirements. Authentication tokens and temporary security records may expire automatically, while account, subscription, security-audit, support and billing records may need to be retained for longer.

When information is no longer required, it will be deleted, anonymised or otherwise removed in accordance with our retention requirements, subject to any legal obligation or legitimate reason requiring longer retention.

12. RemoteViewer customers and remote-device data

Businesses using RemoteViewer may access personal information belonging to their employees, customers or other individuals while providing remote support. Those businesses are responsible for determining whether they are permitted to access and process that information and for providing any notices required by law.

RemoteViewer must only be used to access devices and information for which the technician and the organisation using the service have appropriate authority.

13. Your data protection rights

Depending on the circumstances and applicable law, you may have rights concerning your personal information, including the right to:

• Be informed about how your information is used.
• Request access to personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of your information in circumstances where the right to erasure applies.
• Request restriction of processing in certain circumstances.
• Object to certain processing based on legitimate interests.
• Receive certain information in a portable format where the right to data portability applies.
• Withdraw consent where processing is based on your consent.
• Complain to the relevant data protection supervisory authority.

These rights are not absolute and may be subject to exemptions or legal requirements. To make a request, contact us at
contact@remoteviewer.co.uk.

14. Complaints

We would appreciate the opportunity to address any privacy concern directly. You can contact us at
contact@remoteviewer.co.uk.

You may also have the right to make a complaint to the Information Commissioner’s Office, the United Kingdom’s data protection supervisory authority.

15. Children’s information

RemoteViewer is a professional remote-support service and is not designed as a consumer service for children. If an organisation uses RemoteViewer to support a device used by a child, that organisation is responsible for ensuring that its use of personal information is lawful and appropriately authorised.

16. Changes to this Privacy Policy

We may update this Privacy Policy when RemoteViewer changes, when we introduce new functionality or when legal or regulatory requirements change. The date shown at the top of this page indicates when the policy was last updated.

Questions about your privacy?

Contact RemoteViewer if you have a privacy question or want to exercise a data protection right.

Contact RemoteViewer