ThreeB IT GmbH is a German company, and we process all personal data in accordance with the General Data Protection Regulation (GDPR). This article answers the questions people most often ask about privacy and security during a remote support session. It complements — and does not replace — the remote support terms you accept before downloading the client, and our privacy policy.
Do you need my permission to connect?
Always. A remote support session only ever happens at your request, or under an existing maintenance or support contract. Nothing happens on your device until you start the client, share your connection ID, and accept the incoming request. There is no hidden or automatic access.
What can your technicians see?
During an active session, our technician can see whatever is shown on your screen, and — if you grant control — operate your mouse and keyboard. We can only see what is on screen while the session is live. We access your system solely to carry out the support, maintenance, configuration, or troubleshooting work you have asked for.
We recommend closing any documents or applications that are confidential or unrelated to the issue before you accept the connection, so that only what is needed for the task is on screen.
Can you reconnect later, on your own?
No. Each ad-hoc support session needs a fresh acceptance from you. When the session ends, our access ends with it — we cannot reconnect silently. Permanent ("unattended") access is only ever set up under a separate, explicit agreement with you, and is never enabled without your knowledge.
Is the connection secure?
Yes. The remote support client establishes an encrypted, end-to-end connection between your device and the technician, so the session cannot be read in transit. You see a live indicator while a session is active, and you can end it at any time.
Is the session recorded or logged?
The client keeps a connection log (such as the time and the connecting parties) that helps us provide an auditable trail of who connected and when. We do not routinely record the contents of your screen. If a recording would ever be helpful — for example, to document a complex fix — we will ask for your agreement first.
Where is my data processed?
The work happens on your own device; your data stays where it is. We do not copy data off your system except where it is necessary for the task you have asked us to perform, and we do so with your knowledge. ThreeB IT GmbH is based in Germany and works within the GDPR framework.
What are my responsibilities?
Before a session, our remote support terms ask you to:
- ensure a current backup of your business-critical data exists — technical faults or unforeseeable events can always occur, even when work is carried out with the greatest care;
- make sure the session is requested or approved by an authorised person;
- ensure the necessary usage and access rights are in place, and that nothing legal or contractual prevents the session.
These steps protect both you and us, and keep the session clean and focused.
How do I find out more?
The full liability and consent text is shown to you in the dialog before any download begins, and our privacy policy sets out how we handle personal data across all of our services. If you have a specific question, open a support ticket and we will answer it.