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Default Collection

Troubleshooting Tool (AirSupport) v6.0 automatically collects and transmits the following data, some of which may be considered personal data in certain jurisdictions, after installing/enabling the product. It is necessary to collect this data to provide the security functions on this product. Therefore, you cannot disable these features. If you do not want Trend Micro to access this data, you should uninstall and stop using the product.

To see where the collected data is processed, refer to our list of data centers and authorized data subprocessors and their locations.

Problem Information

DESCRIPTION

Premium Support customers may contact Technical Support by submitting problem-related information.

Trend Micro Technical Support uses the information provided by customers to better understand the issue and provide assistance.

DATA COLLECTED
  • Screenshots
  • Problem Description
  • Chat messages describing the user’s problem

    Troubleshooting Tool (AirSupport) v6.0 Data Collection Disclosure

FEATURE LOCATION

This feature cannot be configured because this information is submitted by the customer.

If you do not want this information collected, please do not use AirSupport to submit an issue.

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Customer Entitlement Information

DESCRIPTION

Trend Micro Technical Support uses this information to check for customer’s support entitlement.

DATA COLLECTED
  • Product Serial Number
    (if registered)
FEATURE LOCATION

This feature cannot be configured because this information is submitted by the customer.

If you do not want this information collected, please do not use AirSupport to submit an issue.

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Support Session Identification

DESCRIPTION

Trend Micro Technical Support uses this information to identify a unique support troubleshooting session.

DATA COLLECTED
  • GUID
  • Token ID
  • Session ID
FEATURE LOCATION

Support session identification data cannot be configured.

If you do not want this information collected, please do not use AirSupport to submit an issue or to connect to a support session by inputting the token ID provided by Trend Micro Support.

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Usage Feedback

DESCRIPTION

Trend Micro uses usage data to improve the customer support experience.

DATA COLLECTED
  • AirSupport Usage data, including which buttons are clicked and where AirSupport is launched from.
FEATURE LOCATION

This feature cannot be configured.

If you do not want AirSupport to collect usage data, uninstall AirSupport from your device.

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Troubleshooting Data

DESCRIPTION

During a troubleshooting session, Trend Micro Technical Support collects relevant information to quickly identify and resolve issues.

DATA COLLECTED

Any of the following information may be collected by Trend Micro Technical Support during a troubleshooting session:

  • Basic information about the machine
  • Installed Microsoft security updates
  • Installed applications, browsers and add-ons
  • Network connection information (IP address, connection speed, status)
  • Disk usage
  • Status of the device's security settings such as firewall, UAC, Windows Update, etc
  • Services registered
  • AutoStartUp Info
  • Registry information
  • Files (for sample collection)
  • Active URLs (from the active pages of all opened browsers)
  • Trend Micro product debug logs
FEATURE LOCATION

This feature cannot be configured because this information is submitted by the customer.

If you do not want this information collected, please do not use AirSupport to submit an issue.

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