Eva Suite is the device management and support service that looks after your organisation's devices. Eva Help is the app on your work iPhone, iPad or computer that lets you ask us for help. This notice explains what the app and Eva collect, why, and what you can do about it.
The short version. Eva Help is for work devices your organisation manages. We use what it collects to support you and look after your organisation's equipment. We never sell it, never use it for advertising, and never track you across other apps or websites. Eva Suite never sees your messages, photos or personal files.
Who is responsible
Your organisation (your employer) decides how its devices are managed and is the data controller. Eva Suite processes data on your organisation's behalf. Questions about your organisation's device policy go to your manager; questions about Eva Suite can come straight to us at help@thatmacchap.com.
What we collect, and why
- Device details: name, model, serial number, software version, storage, battery level and which work apps are installed. These come from your organisation's device management and are shown to you in the app so you can see your device is set up and up to date.
- Your name and email address, when you send us a request, so we can reply. The app remembers them for next time and shows your email partly hidden.
- What you write to us: your requests, and messages in a support chat. These are kept with your request. Messages marked private (for passwords and codes) are deleted when the session ends and never saved to your request.
- Screen sharing, only when you tap Share my screen and start it yourself. We see your screen live while you share; it is not recorded. An engineer may save a screenshot to your request to help fix the problem. You can stop sharing at any time.
- Show us: if you choose to, your camera shows us something live, such as a cable or an error on another screen. It is not recorded.
- Location, only if you allow it. Eva Help shares the device's location when it moves a significant distance (a few hundred metres or more), not your route, and at most every 15 minutes. It is used to help find the device if it is lost or stolen and to keep your organisation's equipment records up to date. It can be seen by the Eva Suite support team and by your organisation's IT administrators. You can turn it off in Settings at any time.
What we don't collect
Eva Help does not read your messages, email, photos, contacts, browsing or personal files, and it does not use any advertising or analytics trackers.
How long we keep it
Requests and their messages are kept for as long as your organisation uses our service, so we can see the history of a device. Device details and location history are kept only for as long as they are needed for the purposes above and your organisation's equipment records, and are deleted when your organisation stops using Eva Suite.
Where it is kept
Everything is kept in secure storage, encrypted in transit, and only the Eva Suite support team and your organisation's administrators can see it.
Your rights
Under UK data protection law you can ask to see the information held about you, ask for it to be corrected or deleted, or object to how it is used. Ask your organisation, or email help@thatmacchap.com and we will help. You can also complain to the Information Commissioner's Office (ico.org.uk).
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