SoLo Support Privacy

Data We Process

SoLo Support processes account identity, tenant workspace details, technician and customer profile records, support requests, device enrollment metadata, session status, audit events, installer issuance records, and optional recording or transfer metadata.

Remote Support Sessions

Remote control starts only through an attended session, a tenant-approved unattended device enrollment, or a customer-authorized support flow. Session recordings, file transfer logs, and audit events follow tenant retention settings.

Connected AI Desktop Access

When you connect an AI service, you sign in through SoLoSupport and choose which supported Windows, Linux and macOS computers it may access. Each computer also needs owner-approved AI access. The connection can receive screenshots and send mouse, keyboard and text input. Desktop applications may display personal information or send data to their own services when operated.

During an agent session, SoLoSupport's gateway receives and decodes a live screen stream in memory. It sends requested screenshots and tool results to the AI service you connected. When your workspace enables or requires AI recording, SoLoSupport stores desktop video for authorized playback and download in session history until its configured recording retention expires. This video can include text and other information visible on the desktop. Without recording enabled, the gateway processes the stream in memory. The connected AI service handles information it receives under its own privacy and retention policies.

Account identity, selected computer IDs, connection permissions and session audit metadata support authentication and access control. Authentication credentials remain outside AI tools and are encrypted in the private gateway database; the agent does not receive your password or upstream access credentials. Gateway sign-in and refresh credentials expire after at most 30 days and must then be renewed. Short-lived sign-in tickets expire after three minutes. Revoking a connection immediately blocks its further tool calls; disable AI access or end the session to stop remote control.

Close sensitive windows before connecting. Do not use the AI connection to collect or process passwords, authentication codes, API keys, payment-card data, government identification or private health information. General screen access can expose sensitive content; these instructions do not provide automatic redaction.

Subprocessors

SoLo Support uses shared SoLoVision Supabase for authentication and application data, Chatwoot for support conversations, Sentry for reliability monitoring, UptimeRobot for uptime checks, Netdata for infrastructure metrics, and Coolify for deployment operations.

Deletion

Workspace owners can request tenant, user, support, analytics, and device metadata deletion through support. Some audit, billing, security, and legal records may be retained when required. See terms and the master SoLoVision deletion instructions.