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. |
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DATA COLLECTED |
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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. |
Customer Entitlement Information
DESCRIPTION |
Trend Micro Technical Support uses this information to check for customer’s support entitlement. |
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DATA COLLECTED |
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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. |
Support Session Identification
DESCRIPTION |
Trend Micro Technical Support uses this information to identify a unique support troubleshooting session. |
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DATA COLLECTED |
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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. |
Usage Feedback
DESCRIPTION |
Trend Micro uses usage data to improve the customer support experience. |
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DATA COLLECTED |
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FEATURE LOCATION |
This feature cannot be configured. If you do not want AirSupport to collect usage data, uninstall AirSupport from your device. |
Troubleshooting Data
DESCRIPTION |
During a troubleshooting session, Trend Micro Technical Support collects relevant information to quickly identify and resolve issues. |
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DATA COLLECTED |
Any of the following information may be collected by Trend Micro Technical Support during a troubleshooting session:
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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. |