CareAR takes the management of our customers’ information seriously. We have software, configurations, processes, and guidelines for managing data internally to keep your data safe and secure.
- What permissions will the app request after it is installed and launched on my mobile device?
- The CareAR app will request permission of the user to access the mobile device’s camera and microphone upon launch of the CareAR app
- To utilize all features of the CareAR app, permission to access the camera and microphone is necessary.
- When joining a session, the camera and microphone’s default setting is off. The mobile device user must activate the camera tools to begin sharing the video feed from their rear facing camera; similarly, the mobile device user must unmute the microphone to share audio.
- Other hosts or guests do not have control over other users’ cameras on their mobile devices (i.e., the host cannot turn on a participant user’s camera).
- Both the camera and microphone can be turned off during a session by a user at any time
- If sharing a file or image via the screen share tool, the app will request permission to access photos or files on your mobile device
- Permission to access location can be denied if desired. Location information will not affect the performance of the CareAR app.
- To utilize all features of the CareAR app, permission to access the camera and microphone is necessary.
- Will my phone number or email address be stored and shared if I provide it to join a session?
- While the data is stored in the back end of the app, it is not utilized for any purpose unless an authorized CareAR or Xerox staff is acting with your permission as a surrogate for you (e.g., debugging on your behalf) or for some other legitimate business need
- This type of personal information is not sold, shared or used for any purpose outside of the delivery of CareAR services.
- Will images taken during a CareAR session be shared?
- No, images taken during a CareAR session will not be shared with other users. Note that if ServiceNow integration is enabled, then images captured during a session (that is launched via a ServiceNow integration) will be attached to the ServiceNow workorder/service ticket. Similarly, images captured during a CareAR session will be saved for future reference by you or the organization admin.
- Does CareAR do anything with my data?
- The minimum amount of data is collected, and that information is not distributed or sold for any purpose.
- Will I receive marketing materials/ads/emails if I use the CareAR app?
- No, you will not receive any promotional emails or ads if you install and use the app. CareAR may send you email occasionally to inform you of product updates, maintenance activities, and other service-related notifications.
- Is my data secure?
- Yes - CareAR implements appropriate technical and organizational security controls for the risk associated with that data. For example, data is not accessible to CareAR’s employees unless they are acting as a surrogate for you (e.g., debugging on your behalf) or have some other legitimate businesses need to access it. Learn more about Security and Privacy Measures implemented here.
- Will the front-facing camera ever be activated on a user or guest's mobile device?
- Only the user’s rear-facing camera will be shown through the CareAR app when it is activated by the collaborator. By default, the camera is off when the app is launched. The camera must be activated by the user using the camera tool to share video from the rear facing camera. The microphone is also off until activated by the user as well. Other session hosts or guests will not be on camera during the session.
- Will the host be able to access my phone during a CareAR session?
- No - the host nor any guest will have access to your phone during a CareAR session. The host can mute the microphones of participants in a live meeting (especially helpful in noisy conditions) and can turn on/off the phone’s flashlight (Apple products only) to assist remote solves in low-light settings, but does not have access to any files, storage or features on your phone.
- Where is the media (audio and video) sent?
- The administrative portal allows for configuring regions as follows:
- Global
- Asia
- Europe
- India
- Japan
- North America
- This is currently used to restrict the servers used by the media streams (voice and video). It requires client version 21.04 and newer.
- Our main database servers are currently hosted in the U.S.
- The administrative portal allows for configuring regions as follows:
- The CareAR app will request permission of the user to access the mobile device’s camera and microphone upon launch of the CareAR app