Privacy Policy
Last updated October 26, 2026
This page describes how the DRS software handles data. It is pending review by your organization's legal team; the organization that operates this portal may publish its own version, which then takes precedence.
This policy explains what information the DRS remote support and device management service collects, why, and the choices you have. It applies to technicians and administrators who use this portal and to people whose devices are enrolled in DRS.
1. Who is responsible
DRS is operated by the organization that runs this portal (your IT provider or employer). That organization decides which devices are enrolled, who may connect to them and how long records are kept, and is responsible for the personal data processed through DRS.
2. What we collect
Accounts. For technicians and administrators: name, work email, workspace, role and permissions, an optional phone number for sign-in codes, a password hash (never the password itself), sign-in history and the browsers you chose to trust.
Enrolled devices. The DRS agent reports the device's name, operating system and version, the signed-in user, network adapters and local addresses (used for Wake-on-LAN), hardware and installed-software inventory, and health figures such as CPU, memory and free disk space. It may also send a periodic screen thumbnail for the device list.
Remote sessions. Who connected to which device, when, from which IP address, with which permissions, and whether the person at the device approved the connection.
Messages. Chat sent to and from a device outside a session is stored so the conversation can be continued. Chat inside a session is end-to-end encrypted and only stored when an administrator turns on chat transcripts.
Activity records. An audit log of security-relevant actions (sign-ins, sessions, consent decisions, administrative changes), with the time and IP address.
3. Screen content and recordings
A live screen is streamed directly between the device and the technician (or through an encrypted relay when a direct connection is not possible). DRS servers do not store the live picture.
Sessions are recorded only where an administrator has enabled recording. Recordings are kept until the retention period your organization configured, then deleted.
Where your organization requires it, the person at the device is asked to approve each connection and sees a notice while a session is active.
4. How the data is used
- To provide remote support and device management: connecting, showing device status, sending messages and running requested actions.
- To keep the service secure: signing you in, verifying devices, enforcing permissions, and investigating misuse through the audit log.
- To alert administrators about device problems such as low disk space or a device going offline.
- For billing, where your organization pays for DRS: the number of devices and technicians.
7. How long it is kept
Account and device records are kept while the account or device is active and removed when it is deleted. Recordings follow the retention period your organization set. Audit records are kept for security and compliance as your organization requires. Database backups are kept for a limited period (14 days by default) and then overwritten.
8. Security
Connections to DRS use TLS. Live sessions are encrypted end to end between the device and the viewer, and each device proves its identity with its own key before a picture is shown. Stored credentials are encrypted, passwords are hashed, and access is limited by role and device group.
9. Your choices and rights
You can update your name, email and phone number in your profile, and remove trusted browsers. To access, correct, export or delete other personal data, or to object to its use, contact your organization's administrator, or us at the address below, and we will pass your request on.
10. Changes
When this policy changes, the date at the top of this page is updated.