How do we gather information?
Third Party Support AVG provides Email Solution services to consumers by employing online tools and software, and through telephone support of users. The tools facilitate remote access and control of user computer. Support AVG will access user computer only with his/her (user) consent. To provide technical support services, we would need certain technical or personal information and permissions from the user. Other technical information may be accessed by diagnostic tools as our computers will have access to user computer in order to provide our services.
What kind of information do we need?
Personal Information: We will need user personal information such as First Name, Last Name, Phone No., E-mail address, Postal Address, so that we can identify the user and/or contact the user whenever required.
Payment Information: We will require user credit card or debit card information at the time of purchase of our services, to facilitate transactions online or on phone, whichever way the user chooses the transaction to take place. Support AVG will use third party payment processing and payment gateways to verify user credit or debit card information, and to process the transaction.
Technical Information: Support AVG may ask the user for the technical information pertaining to the computer, so that we can resolve technical issues that exist or may arise in your computer system anytime during the service period. This information may include:
- Date of purchase of the computer
- Type, make and model of computer hardware
- Software installed and hardware configured
- Peripherals attached to the computer
- What do we use your information for?
Any information gathered from the user of our services may be used in any of the following ways:
To process transactions: We will ask user to provide his/her required personal information that enables the user buy our services online. This information is required to verify and process transactions through payment gateways and merchant account.
To send e-mails: We may use the e-mail address provided by the user, at the time of registration and purchase of our services, to send to the user the information and updates related to the order placed.
If at all the user agrees to subscribe to our newsletter services, we may also use the e-mail address to send to user the company news, updates, products or service, promotional offers and other such information. Please note that the user can unsubscribe from receiving company newsletters anytime. The instructions to unsubscribe from newsletters are mentioned in detail at the end of each such e-mail.
Use of Remote Access: Support AVG provides online-based subscription technical support, for which our technicians would need access to and control of the subscriber (user) computer system. We use software and tools that enable us take control of user computer remotely. This process of remote access to the user computer allows us identify and rectify technical problems without having to come physically to resolve technical issues.
Third Party Support AVG does not access user computer without prior consent. We also request users to remain present in front of the computer while our support technicians are fixing technical issues.
Our support technicians are thoroughly trained to use remote access software. To avoid any event of access to the user confidential information stored on computer or computer network, Support AVG ensures limited access of the technicians to the data stored on the subscriber computer or network.
Tools Used To Diagnose Technical Problems
Some useful information about user computer system and applications is collected by using online diagnostic tools. Support AVG uses this gathered information to analyse and solve technical problems in the user computer system. We do not collect and use any sensitive information such as history of websites visited, e-mail messages and addresses, passwords, profiles etc.
Do we use any cookies?
Support AVG may use IP addresses of the subscribers of its services. It may help us in tracking user movement, manage the website, analyze trends and collect demographic information for collective use.
Addendum of Information
To ensure protection against frauds, Support AVG may append personal information provided by the user with the information we may get from other sources. To determine credibility, we may use your (user) personal name and associated information to obtain a credit report in accord with the laws.
How do we share and disclose information?
The following discloses the information dissemination practices of Support AVG:
We may share aggregate and de-identified information developed from personal information provided by the users with our business partners. We do not share any personal information that helps determine identity of any individual. However, we may share information required for using certain technical applications within our services.
We may share information of users with business affiliates and subsidiaries to support business functions such as sales, marketing and other operations.
We may share information of users with third party service suppliers for providing authorized services on our behalf to the user.
Is your information passed over to others? No. Your information is not passed over to others. Support AVG is committed to protecting your privacy. We strictly discourage any trade of personal information of users in any way. Any information collected to provide our users technical support, will in no way be traded, rented or sold to any third party and will be only used by Support AVG to be able to communicate with the users of our services.
We safeguard personal information and other data of our users that we receive from unpermitted access, use or disclosure. We protect the information provided to us by using various security technologies. However, data transmissions and physical transfer of information cannot be guaranteed. The information that a user transfers to us is subjected to security risks, particularly in the event of any technical mistake.
Notification Of Changes
For providing technical support and other services to business clients, other than the above-mentioned privacy policies will also be applicable. These policies will be detailed in writing to our business clients at the time of agreement.