An overview of support privacy and data protection

This page explains what information is collected when you use DataSolved’s support tools, including our Helpdesk Button powered by Tier2Tickets, and how that information is used to help resolve your issue quickly.

Information We Collect

When you submit a ticket through our Helpdesk Button, the following diagnostic information may be gathered:

User and device details – your logged-in username, computer name, and hardware identifiers.
Instant Replay screenshots – a short sequence of screenshots (up to ~20 steps) showing activity immediately before the button press.
Network diagnostics – connection status, IP address, Wi-Fi details, and connectivity test results.
System health data – hardware status, running processes, and recent Windows Event Viewer logs.
Optional data – such as recent website history or additional details collected through custom scripts we configure.
Offline submission data – if your PC can’t send the ticket, a QR code allows submission via mobile, which includes your form details and network diagnostics.

Why We Collect This Information

We use this data to:

Reproduce and understand the problem you’re experiencing.
Identify the root cause more quickly.
Reduce the need for repeated back-and-forth questions.

This information is only collected when you initiate a support request.

How We Handle Your Data

Ticket information and attachments are transmitted securely to our ticketing system. Access is restricted to authorized DataSolved technicians. We retain diagnostic information in accordance with our internal IT service records policy.

Your Choices

You can choose not to include optional items like screenshot history when submitting a ticket.

DataSolved Support Privacy Notice