Support

Receive remote assistance support from WatchCom Security

Remote assistance support from WatchCom allows a WatchCom support professional in another location to view your computer screen and work on your computer over a secure connection.

1. Introduction

This policy sets out how WatchCom Security (“WatchCom”, “the Company”, “we”) handles personal data when providing remote assistance support, and the rights of the people whose data we process. It reflects the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 in the United Kingdom, and the Personal Data Protection Law of the Sultanate of Oman (Royal Decree 6/2022) and its Executive Regulations. Where both apply, we follow the higher standard.

2. What remote assistance support is

Remote assistance support lets a WatchCom engineer, with your permission, view your screen and control your device over a secure connection to diagnose and resolve a technical issue. A session only starts when you enter a one-time code that an engineer gives you directly.

3. Consent and what you are agreeing to

By entering the code and accepting this policy you consent to a WatchCom engineer connecting to your device for the duration of the session. You can end the session at any time by closing the support application. Please close any confidential material not related to the issue before the session begins, and remain at the device while it is in progress.

4. The data protection principles

We process all personal data in line with the following principles. Personal data must be processed lawfully, fairly and transparently; collected only for specified, explicit and legitimate purposes; adequate, relevant and limited to what is necessary; accurate and kept up to date; kept no longer than necessary; and processed securely using appropriate technical and organisational measures. We are accountable for compliance and can demonstrate it. Under Oman law, processing is carried out on the basis of your express consent and only for the purpose we have told you about.

5. Personal data and special categories

Personal data means information relating to an identified or identifiable living individual. Special category (sensitive) data includes data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, and data concerning health, sex life or sexual orientation, together with genetic and biometric data. Oman law additionally restricts data relating to a criminal record. We do not seek this data during a support session, and process it only where the law allows and, in Oman, where the MTCIT has permitted it.

6. Data we process during a session

During a session an engineer may see information shown on your screen. We process this only to provide support. We do not copy, retain or transmit your files beyond what is necessary to resolve the issue, and any temporary diagnostic information is deleted when it is no longer needed.

7. Security measures

We apply appropriate technical and organisational measures to protect personal data, including encrypted connections, access on a need-to-know basis, and staff trained in their responsibilities. Sessions run over a secure, encrypted channel provided by our remote support platform.

8. Your rights

You have the right to be informed about how your data is used, to access the data we hold about you, to have inaccurate data corrected, to have data erased, to restrict or object to processing, to data portability, and to withdraw consent at any time. Under Oman law you may withdraw consent, request correction, request a copy of your data for portability, request erasure, and be notified of a breach affecting your data. Withdrawing consent does not affect processing already carried out.

9. Making a request

You can make a request by contacting us at the address in section 13. In the UK we respond within one month and there is normally no fee. Under Oman law we respond within 45 days. We may ask you to verify your identity, and may decline requests that are manifestly unfounded, excessive or repetitive, explaining why.

10. International transfers

Where personal data is transferred outside the UK or Oman, we ensure an adequate level of protection through an adequacy decision or appropriate safeguards such as standard contractual clauses or the UK International Data Transfer Agreement. Transfers of data subject to Oman law are made only where adequate protection exists, with your express consent, and where the transfer does not conflict with national interests.

11. Personal data breaches

If a breach occurs that is likely to result in a risk to your rights, we will notify the relevant regulator and, where required, the affected individuals without undue delay. In the UK this is the Information Commissioner’s Office; in Oman this is the MTCIT.

12. Regulators

In the United Kingdom, data protection is overseen by the Information Commissioner’s Office (ICO), and WatchCom pays the required data protection fee and is registered where applicable. In the Sultanate of Oman, data protection is overseen by the Ministry of Transport, Communications and Information Technology (MTCIT). You have the right to lodge a complaint with the relevant authority.

13. Contact and Data Protection Officer

Questions about this policy, or requests about your personal data, can be sent to our Data Protection Officer at [privacy@watchcom.example]. [Insert postal address and phone.]

14. Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, or as required by law, after which it is securely deleted.

15. Effective date

This policy is effective from [insert date] and replaces earlier versions. It has no retroactive effect and applies to support sessions on or after that date.