Support Connection GDPR compliance

Hi Piotr,

Apologies for the waiting time, please see the answer below.

Should you have any more questions, do not hesitate to let us know.

• Logpoints on-prem products are hosted and operated by the customer.
• Logpoint as a company is not the data processor in relation to the on-prem products.
• Under no circumstances will Logpoint require GDPR-related data to support a customer case.
• Logpoint provides an optional remote support service to paying customers.
• If the customer wants remote Logpoint-support-staff to assist with a support incident, this is possible via the support connection.
• The support connection provides support-staff with deep system level access, as is required to assist with support issues relating to operating system, application and configurational issues.
• The support connection can be discretionarily turned on and off by the customer. 
• The support connection is turned on by default and requires unrestricted outbound network access on UDP/1194 and networking equipment has to be configured to allow this traffic.
• If the support connection is established successfully only the following telemetry will be gathered:
  • Support IP
  • Customer name (as stated in license)
  • Hostname
  • Software version installed
  • SW and HW keys (to uniquely identify the system)
  • Available and used storage
• All actions, including access to data, is logged as part of the regular logging in the system.
• Access to the system will not happen unless:
  • The network permits the traffic
  • The support connection is turned on
  • The customer requests the support ticket
• Any diagnostics data used to reproduce issues in a Logpoint-owned lab will only be transferred after agreeing via a support-ticket, with the customer. 
• It is upon the customer to ensure that any agreement with regards to transferring diagnostics data, will not violate  the customer's GDPR-obligations.