Privacy Policy for Remote Desktop Support

 

Document Imaging Partners
130 Goddard Cr.
Cambridge, ON
N3E 0A9

 

Effective Date: March 1, 2026
Last Updated: March 10, 2026

 

Who We Are & What This Policy Covers

Document Imaging Partners (“we,” “us,” or “our”) provides remote technical support to our clients. This website hosts our remote‑support client application used to facilitate a one‑time, user‑approved remote connection by our helpdesk. This policy explains how we collect, use, disclose, retain, and protect personal information during those services, and the choices and rights available to you under Canadian law (primarily PIPEDA).

 

Our Remote‑Support Client

  • Application used: RustDesk (remote desktop software).

  • Purpose: Remote support only for Document Imaging Partners and our clients.

  • Scope: One‑time connection per explicit approval. Not for personal use outside our support context and not to be reused beyond the support session.

  • Approval: Use must be approved by the end user and/or their IT (where applicable).

  • Verification: Clients must ensure they are communicating with a Document Imaging Partners representative before granting access.

  • We will never ask you to share personal or confidential information (e.g., passwords, banking information, health records). If anyone asks, do not proceed and contact us at the details above.

 

Security of the Site and Downloads

  • Secure site: Our site enforces HTTPS (TLS/SSL) to encrypt traffic between your browser and our server.

  • Secure downloads: All downloads are served over SSL/TLS.

  • Safe & verified files: We distribute official, verified installer files for the remote‑support client. We scan files using industry‑standard tools and maintain integrity checks.

  • Your responsibility: Use up‑to‑date antivirus/EDR and only download from our official website or links we provide directly.

  • We authenticate sessions with a session code/ID provided by you and obtain your active permission to view/control your screen. You can end the session at any time.

 

Information We Collect (Minimal & Purpose‑Limited)

We design our support process to avoid collecting personal information where possible. Depending on your interaction, we may process:
 

  • Basic technical data such as IP addresses, device/OS type, browser type/version, and timestamps for security, troubleshooting, and performance.

  • Download & installation signals such as file downloaded, version, and success/failure information to maintain service integrity and support.

  • Session metadata such as support ticket number, representative ID, and connection start/end times to document the session and ensure accountability.

  • Voluntary support details you choose to provide to resolve your issue such as error messages and system configuration(s) relevant to the issue.

 

We follow PIPEDA’s principles of identifying purposes and limiting collection and collect only what is necessary to deliver support and fulfil legal obligations. Please do not provide sensitive personal data (financial, health, government ID numbers, etc.) as this is not required for us to provide remote support.

 

How We Use Information

  • To deliver remote support requested by you or your organization.

  • To authenticate that you are engaging with our Helpdesk.

  • To maintain security, prevent fraud/abuse, and protect against malicious activity.

  • To improve our support process (e.g., debugging installer issues, compatibility).

  • To meet legal, regulatory, and audit obligations.

 

Consent & Lawful Basis

  • We provide support only with your informed permission and, where relevant, your IT’s authorization.

  • By downloading/launching the client and approving the session, you consent to the limited processing necessary to establish and maintain the connection and resolve your issue.

  • Where required by applicable law, our lawful bases include consent, legitimate interests (to provide requested support and secure our services), and compliance with legal obligations.

  • You can withdraw consent at any time, subject to legal or contractual limits as we may need certain data to complete a ticket or keep required records.

 

No Unnecessary Access During Remote Sessions

  • Our representatives will only access systems/applications necessary to diagnose and resolve the issue.

  • We will not search for or collect personal files or data beyond what is necessary for support.

  • You may end the session at any time.

 

Data Retention

  • Session metadata/tickets: Retained for a limited period necessary for support history, quality assurance, and legal/audit purposes.

  • Diagnostic artifacts (if any): Only if strictly needed to resolve the case and deleted once no longer required.

  • We apply data minimization and secure deletion practices.

 

Sharing & Transfers

  • We do not sell your personal information.

  • We may share limited information with:

    • Your organization (e.g., ticket status) to facilitate support.

    • Service providers (e.g., secure hosting, ticketing) under contract and only for support/operations.

    • Legal authorities if required by law or to protect rights, security, and integrity.

  • If data is stored or accessed outside your province/country, it may be subject to foreign laws. We implement appropriate contractual and technical safeguards.

 

Cookies & Similar Technologies

  • We may use strictly necessary cookies to serve downloads securely, prevent abuse.

  • We avoid analytics/tracking unless necessary. If analytics are used, we will disclose the provider, type of data, and provide opt‑out controls.

  • You can manage cookies via your browser; blocking strictly necessary cookies may limit site functionality.

 

Your Choices & Rights

Depending on your location and applicable law, you may have rights to:

  • Access, correct, or delete personal information we hold about you.

  • Withdraw consent for future processing where consent is the basis.

  • Complain to a privacy regulator (e.g., the Office of the Privacy Commissioner of Canada) if you believe your rights are infringed.

To exercise these rights, feel free to contact us directly. We will verify your request and respond within applicable timelines.

 

Children’s Privacy

Our site and remote‑support services are not directed to children. We do not knowingly collect personal information from children.

 

Security Measures

We use administrative, technical, and physical safeguards designed to protect information, including:

  • TLS/SSL encryption in transit.

  • Access controls for support tools and session logs.

  • Least‑privilege access for staff.

  • Logging and monitoring for security.

  • No method is 100% secure; please report any suspected security issues to us immediately.

 

Third‑Party Software Notice (RustDesk)

Our client leverages RustDesk to establish a remote connection. RustDesk may process data necessary to set up and maintain the session (e.g., relay/ID services depending on configuration). Their software is governed by their own terms/privacy documentation. We select and configure tools with security and privacy in mind and restrict use to support purposes only.

 

Prohibited Use

This client application is provided solely for Document Imaging Partners to connect with our clients for one‑time, authorized remote support. Any other use is prohibited.

 

Changes to This Policy

We may update this policy periodically to reflect changes to our practices or legal requirements. We will post updates with a new effective date. Material changes will be highlighted or communicated directly where appropriate.

 

For More Information on choices and rights available to you under Canadian law (primarily PIPEDA) – Please visit [https://laws-lois.justice.gc.ca/eng/acts/P-8.6/index.html]