Remote Access Policy

This Remote Access Policy explains how and when SmartSignage ("we", "us", or "our") may remotely access screens and media players connected to your account in order to provide support. It supplements our Terms of Service and Privacy Policy.

1. Purpose

Remote access exists so our team can diagnose and resolve issues with your screens and players quickly, without an on-site visit. Typical uses include troubleshooting playback, confirming device health, and applying configuration fixes.

2. When remote access is used

We use remote access only to support your account, and generally only in response to a support request or an identified issue affecting your devices. We do not use remote access to browse, collect, or interact with systems on your network beyond the SmartSignage player and the device it runs on.

3. Authorization and consent

Remote support is provided with your authorization. By requesting support or enabling remote assistance for a device, you authorize our team to connect to that device for the purpose of providing support. Where practical, sessions are initiated or confirmed on a per-session basis, and you may decline or end a session.

4. What we access

During a session we access only the SmartSignage player and the device hosting it, as needed to resolve the issue. We do not intentionally access unrelated files, applications, or networks. You remain responsible for separating any sensitive systems from the devices running the Service.

5. Logging and audit

Remote support sessions are logged, including who connected, when, and the device involved. These records support accountability and security review. We retain session logs for a reasonable period consistent with our Privacy Policy.

6. Security

Remote sessions use encrypted connections and are limited to authorized SmartSignage personnel. Access is controlled and monitored, and we work to ensure that support is delivered safely and only by people who need it to do their job.

7. Data handling

Information observed during a support session is used only to provide support and is handled in accordance with our Privacy Policy. We do not copy your content or data except where necessary to diagnose or resolve the specific issue, and only with appropriate care.

8. Your responsibilities

To keep remote support safe, please request support through approved channels, keep your account credentials confidential, and avoid storing unrelated sensitive information on devices running the Service.

9. Changes to this policy

We may update this Policy from time to time. If we make material changes, we will provide reasonable notice. The "last updated" date above reflects the latest revision.

10. Contact

Questions about remote access can be sent to hello@mysmartsignage.com.