Legal

Privacy Policy

Last updated: September 7, 2026

This Privacy Policy explains how SRM Systems, LLC ("SRM Systems", "we", "us", or "our") handles information in connection with the VisualSupport mobile app and the VisualSupport platform (together, the "Service"). By using the Service, you agree to the practices described here.

How VisualSupport works

VisualSupport is a remote support tool. A support technician or their organization ("Technician") starts a support session and gives you a short session code or a QR code. When you enter that code in the app, you can share your live screen, a photo, or a file with the Technician so they can help you. You choose what to share, and you can stop at any time.

Technicians are typically our business customers. When you join a session, the Technician and the organization they work for also receive the content you share, and they handle that content under their own privacy practices. This policy covers what we do with information.

Information we collect

Information you provide

• Session content. When you choose to share, we transmit your screen, a photo, or a file so it reaches your Technician in real time. You control what is shared and when.
• Account information. If you are a Technician, we collect the details you provide to create and use an account, such as name, email address, and workspace information.
• Communications. If you contact us, we keep the information you send, such as your email address and message.

Information collected automatically

• Device and technical data. Basic device and app information, such as device model, operating system version, app version, and general connection details, used to establish and maintain a session.
• Network information. Your IP address, which is used to route the real-time connection and for security and diagnostics.
• Diagnostic and log data. Limited logs about session activity (for example, that a session started or ended) used to operate, secure, and troubleshoot the Service.

Device permissions

• Camera and photos. The app requests access to your camera or photo library only when you take or choose a photo or video to share. Nothing is captured without your action.
• Screen recording. Screen sharing uses your device's built-in screen broadcast, which you start yourself and can stop at any time.
• Microphone. The VisualSupport app does not use the microphone and does not request microphone access.

How we use information

• To provide the Service, including connecting you to your Technician and delivering the content you choose to share.
• To maintain, secure, and improve the Service, and to diagnose technical problems.
• To communicate with you about the Service, including responding to support requests.
• To comply with legal obligations and enforce our terms.

We do not sell your personal information, and we do not use it for third-party advertising.

How information is shared

• With your Technician. Content you share in a session is delivered to the Technician and their organization. That is the purpose of the Service.
• With service providers. We use trusted vendors (for example, cloud hosting and infrastructure) that process information on our behalf to run the Service.
• For legal and safety reasons. We may disclose information if required by law, or to protect the rights, safety, and security of our users, the public, or SRM Systems.
• In a business transfer. Information may be transferred as part of a merger, acquisition, or sale of assets, subject to this policy.

Data retention

Support sessions are short lived and the live connection ends when the session ends. Content that a Technician saves, such as shared files or recordings where a workspace has enabled them, is retained according to that workspace's settings and then deleted. Account and log information is kept only as long as needed for the purposes described above or as required by law.

Security

We use technical and organizational measures designed to protect information, including encryption of data in transit and access controls. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

Your choices and rights

• You decide what to share and can stop sharing at any time with one tap.
• You can manage camera and photo permissions in your device settings.
• Depending on where you live, you may have rights to access, correct, or delete personal information we hold about you. To make a request, contact us using the details below.

Children's privacy

The Service is not directed to children and is intended for use in a support relationship arranged by an adult. We do not knowingly collect personal information from children. If you believe a child has provided us information, please contact us and we will take appropriate steps.

International users

We operate in the United States. If you use the Service from outside the United States, you understand that information may be processed in the United States and other locations, where data protection laws may differ from those in your country.

Changes to this policy

We may update this Privacy Policy from time to time. When we do, we will revise the "Last updated" date above. Your continued use of the Service after an update means you accept the revised policy.

Contact us

If you have questions about this Privacy Policy or our privacy practices, contact us at [email protected].

SRM Systems, LLC