Privacy notice: remote support, Bomgar

How we handle data that is gathered when using the remote support service.

What information is gathered

The service collects this personally identifiable information:

• your name
• the name of the computer or device
• the Internet Address of the computer or device (its IP Address)

Additional data is collected about the hardware and configuration of your computer or device.

With your permission, and only if needed, we can also collect full and detailed computer or device configuration information.

With your permission, you can permit the IT Support person to take remote control of your computer, but only  while you are present and able to see what is happening.

The support service will NOT collect:

• passwords
• your internet browsing history

Retention period

Any and all information gathered is deleted on a rolling 90-day basis.

The reason data is gathered

The information gathered is to enable the IT support person to help fix your computer, and to enable the University to  monitor the number and duration of support calls  to understand and measure the general service usage.

Legal Basis

For  members of staff, the legal basis for this information is under the contract you have as an employee. For students the legal basis is "performance of a task carried in the public interest " in the exercise of official duty of The University:  your teaching, learning or research.

Automated decision-making

Other than automated deletion of data at the end of retention period, this service does not use profiling or automated decision-making processes in relation to you.

Contact

The person responsibile for this remote support service can be contacted at:

Remote support: Bomgar: K.Burns@ed.ac.uk

The general University Privacy Statement is continued at:  edin.ac/privacy.