Remote Support Policy

Remote Support Policy

Outlined below is our remote support policy, you need to agree to this policy if you want us to connect to your system. Alternatively you can submit a support request.

Why do I need to complete a form first?

We ask customers to complete a form for consent to connect to your system and to comply with the General Data Protection Regulation (GDPR) to protect your privacy. The consent is required each time we connect to your system.

How do you connect to our system?

We use a remote desktop support software called “islonline” to securely connect to your desktop over the internet. From our website you initially confirm your acceptance of this policy before connecting using a specific code from one of our technicians. We recommend you close all other applications on your computer before a session starts.

How secure is it?

It uses industry-standard (SSL) security technologies to protect data transfer; RSA 1024/2048/4096 -Bit Public / Private Key Exchange is used to negotiate symmetrical AES 256-Bit end-to-end encryption.

Is there a charge?

There is no charge associated with this support service as long as you have a current support contract in place.

Is anything being stored during the remote session?

No data is stored during the session. Only the IP address of the client and desk sessions are recorded.

Do I have to be present during the session?

We recommend you are present during the entire session. In most cases we will be working together through the query and require your assistance to show us the issue and give you guidance.

Will you need to take a copy of the systems database?

Only with your permission, if after a remote session is made and a solution cannot be found, on some occasions we may need to take a copy of the systems database for further investigation, for example to verify a possible software bug or repair database corruption.

Who will have access to the systems database?

Access is granted to only our support department.

What will happen to the systems database after it is no longer required?

After resolution the data is permanently deleted.

Where is the data stored?

The data will be temporarily stored on secure media in Newcastle Upon Tyne, UK which is within the EEA.

Is the data provided to any third party?

We may pass your information to a third party purely for the purposes of providing final line support. For example identifying a particular software bug where data needs to be passed to vendor specific development for testing purposes. However, we disclose only the personal information that is necessary and we have a contract in place that requires them to keep your information secure and not to use it for their own direct marketing purposes.

Review of this Policy

We keep this Policy under regular review. This Policy was last updated in November 2019.

Changes to our Policy

Any changes we may make to our remote support policy in the future will be posted on this page and we advise that you check this page regularly to keep up to date with any necessary changes.

Contact

Any questions, comments, requests or objections regarding this policy are welcomed and should be addressed to support@autoclocksystems.co.uk, or write to us at: Autoclock Systems Ltd, 93-97 Second Avenue, Heaton, Newcastle Upon Tyne, NE6 5XT. Alternatively, you can telephone 0191 2761611.