We will only ever start a remote support session with your permission. Remote sessions are established to help resolve your issue. During the session, the system will collect the following personal information:

· Your name.

· The name of your computer or your device.

· The IP address of your computer or device.

· Information about the hardware and configuration of your computer or device.

· Information about our performance - including the amount of time you had to wait before we answered each live chat, and how long each live chat lasted.

· At the end of your session you will be presented with an optional survey, asking you to rate your experience.

For further information about the lawful basis upon which your data is processed please see: (Staff and guests) or (Students)

Information gathered is automatically deleted after 90 days.

Contact with the support representative should be maintained at all times during the session, either by telephone or live chat. If you are unable to maintain telephone or chat contact then the session will be ended and all screen sharing and access will stop.

Please follow the acceptable use policy whilst using remote support: (Acceptable Use Policy)