Remote support privacy information

When you use our remote-support service, you allow a K&K Networks employee to access your computer in your presence to assist you with hardware or software problems. The following information explains, in accordance with Article 13 GDPR, how we process your personal data in this context.

1. Controller within the meaning of the General Data Protection Regulation (GDPR)

K&K Networks GmbH
Otto-Hahn-Str. 44
59423 Unna
Germany

Phone: +49 2303 25400-0
Fax: +49 2303 25400-29
Email: info@kuk-networks.de
Website: www.kuk-networks.de

2. Data protection officer

We have appointed a data protection officer for our company. You can contact him as follows:

Guido Wirtz
K&K Networks GmbH
Otto-Hahn-Str. 44
59423 Unna
Germany

Phone: +49 2303 25400-0
Email: datenschutz@kuk-networks.de

3. Purposes and legal bases of processing

During a remote-support session, we process personal data to analyze and resolve the hardware or software problem you reported.

• The legal basis is Article 6(1)(b) GDPR because the processing is necessary to perform a contract with you or to take pre-contractual steps at your request, as you actively request the remote-support session.
• Where we also process technical connection data to establish a stable and secure session and prevent misuse, we rely on our legitimate interest (Article 6(1)(f) GDPR) in providing functional and secure support operations.

4. What data do we process?

• screen content and system information from your computer, to the extent that employees can see it during the active session you have authorized or that it is required for troubleshooting
• files or configuration data that we may need to access while resolving the problem
• technical connection data (for example, session ID, time and duration of the connection, and potentially the IP address)
• contact and case details you provided in advance (name, contact details, and problem description), where recorded for the support case

We do not make a video recording of the remote-support session. Where necessary to resolve the problem or for documentation purposes, we may create and store individual screenshots with your knowledge. These screenshots should contain as little personal data as necessary.

5. Recipients and processors

We use the relevant software from NinjaOne, LLC, Suite 200, 3687 Tampa Road, Oldsmar, Florida 34677, USA (referred to below as “NinjaOne”) to provide remote support. We have entered into a data processing agreement with NinjaOne in accordance with Article 28 GDPR. As a rule, the provider does not access the content of the transmitted data. However, limited access for technical reasons (for example, encrypted relaying of the connection through relay servers) cannot be completely ruled out in individual cases.

6. Transfers to third countries

NinjaOne transfers personal data to third countries outside the European Economic Area, particularly the United States. Transfers to the United States take place under Article 45(1) GDPR on the basis of the European Commission’s adequacy decision because NinjaOne is certified under the EU-U.S. Data Privacy Framework (EU-U.S. DPF). Independently of this, the data processing agreement with NinjaOne is based on the standard contractual clauses approved by the European Commission in accordance with Article 46 GDPR.

7. Retention period

We delete or anonymize connection and case data from the remote-support session once it is no longer required to process your request, and no later than twelve months after the case is closed, unless statutory retention obligations (for example, commercial or tax-law retention periods) require otherwise.

8. Your rights

You have the right to obtain information about the personal data we hold about you at any time. You also have the right to rectification, restriction of processing or, except where storage is required for business transactions, deletion of your personal data. To exercise these rights, contact our data protection officer by email at datenschutz@kuk-networks.de.

To ensure that a restriction can be observed at all times, the relevant data must be kept in a restricted file for control purposes. You may also request deletion where no statutory archiving obligation applies. Where such an obligation applies, we will restrict your data at your request.

You have the right to withdraw consent previously given for the processing of personal data at any time with effect for the future. Withdrawal does not affect the lawfulness of processing based on consent before its withdrawal. You can notify us of changes or withdraw consent with effect for the future by emailing datenschutz@kuk-networks.de.

We have a statutory period of one month to respond to your request, which may be extended by a further two months in exceptional cases. We aim to process your request fully within the first month after receiving your request. Please note that statutory retention periods may still require us to store certain personal data after you have requested its deletion.

If you believe that the processing of your personal data infringes the GDPR, you have the right to lodge a complaint with a supervisory authority, without prejudice to any other administrative or judicial remedy. In particular, you may contact a supervisory authority in the EU member state of your habitual residence, your place of work, or the place of the alleged infringement.

The data protection supervisory authority responsible for us is:

State Commissioner for Data Protection and Freedom of Information North Rhine-Westphalia
P.O. Box 20 04 44
40102 Düsseldorf
Germany

Phone: +49 211 38424-0
Fax: +49 211 38424-10
Email: poststelle@ldi.nrw.de

9. Provision of data and remote access

We access your computer only after you actively authorize access in each individual case and only while you are present. You may end the session at any time without giving a reason. If you do not provide the data required for remote support, we cannot provide the support you requested.