Using the App
Privacy and Data
This page summarises what Remotle sends to Computle. The full privacy notice for the app is in the app under Settings, About, Read the full privacy notice. The privacy policy at https://remotle.com/privacy covers the website and the service as a whole, including how long each kind of data is kept.
Remotle is provided by Computle Limited, registered in England and Wales with company number 12450580.
Where data goes
Section titled “Where data goes”What is not recorded
Section titled “What is not recorded”| Data | Handling |
|---|---|
| Screen, sound, keyboard, mouse and pen | Travel encrypted between your device and your workstation. Computle does not record them. |
| Copied text and files | Travel inside the encrypted session. A file is transferred only when you paste it. Computle does not keep any of it. |
| Microphone and camera | Used while you have them switched on, or while an app on your workstation is using them if automatic start is on. They go to your workstation inside the session. Computle does not keep any of it. |
| What you type | App and host logs record which modifier keys are held and how many input events were sent. They never record which keys were pressed. |
| Files on the workstation | Stay on the workstation and your own storage. Nothing is synchronised to the user’s device, and Computle has no access to the workstation beyond the host software’s own connections. |
What is sent to Computle
Section titled “What is sent to Computle”From the app
Section titled “From the app”| Data | Why |
|---|---|
| Your account: name, email address, organisation and how you signed in (Microsoft Entra ID or Apple) | To confirm who you are and show the workstations your organisation has given you |
| Connection records: which workstation you connected to, when, from which device and from which network address | To start and secure the connection and to diagnose connection faults |
| Logs and telemetry: what the app is doing, such as sign-in, connections, settings, connection quality, performance and faults, with technical details of the device such as hardware, operating system and software versions, linked to your account and organisation | To find faults without asking you for files. Sent while the app runs, on Windows, Mac, iPad and Linux, compressed and within a small bandwidth allowance. |
| Crash reports: if the app stops unexpectedly, a report about the software at that moment | To find the cause |
| USB device reports: when you share a USB device, its make and model, its USB identifiers, a one-way code made from its serial number, whether sharing worked, the app and driver versions, your email address and your organisation. If sharing fails, a short extract of the USB log. | To know which devices work and to follow up when one does not. Only Computle staff can see it. |
| Problem reports you send: what you write, the app version, your support code, the workstation it concerns and, unless you turn it off, the app’s recent logs, plus any screenshots or files you attach | To answer your report |
| Update checks: the app version and update channel | To offer the right update |
From the workstation
Section titled “From the workstation”| Data | Why |
|---|---|
| Host logs and telemetry: sessions, connections, the encoder in use, settings changes, connection quality, performance and faults, with the workstation’s hardware, operating system and software versions, identified by the workstation and organisation | To find faults without asking for files |
| Crash reports: if a host component stops unexpectedly, a minidump about the software at that moment | To find the cause. A full memory dump, which could hold session keys, is never taken. |
| Registration state and a heartbeat every 30 seconds | So the connection service knows the workstation is reachable |
| Licence check, hourly: the workstation’s licence identifier | To confirm the licence |
| Update check, every 30 minutes: the installed version, update channel and operating system build | To offer the right update |
| Update results: which version was installed, rolled back or refused | To see how a release is going |
The host never sends the picture, sound, clipboard or input. See Host Logs for what the logs contain.
At the connection service
Section titled “At the connection service”The connection service records each session’s user, workstation, customer, start and end time, the path taken and the bytes carried, and records every refused connection with a reason code. It never carries the session itself.
Where it is kept and for how long
Section titled “Where it is kept and for how long”Customer identity data, session records, logs and backups are held in the United Kingdom and the European Union. Some service providers named in the privacy policy may process data outside the United Kingdom, with the safeguards data protection law requires for such transfers.
How long each kind of data is kept is set out in the privacy policy at https://remotle.com/privacy.
Your rights
Section titled “Your rights”You can ask to see, correct or delete your information, or object to how it is used, by raising a support ticket from the Computle Portal (see Raising a Support Ticket). If your organisation provides Remotle to you, it may also handle these requests. You can complain to the Information Commissioner’s Office at ico.org.uk.
On iPad and iPhone you can request deletion from the app: Settings, Account, Delete account. The request goes to Computle and to your organisation’s administrators, and you are signed out once it is sent.
Questions
Section titled “Questions”Does Computle record sessions?
Section titled “Does Computle record sessions?”No. Nothing in the session is recorded or stored by Computle. The connection service never carries it and the relay cannot decrypt it. See Security.
Can my administrator see what I do in a session?
Section titled “Can my administrator see what I do in a session?”Not through Remotle. Administrators see which workstations are assigned, who connected and when. They do not see the screen, the input or the clipboard.
Can I turn off the logs the app sends?
Section titled “Can I turn off the logs the app sends?”No. Logs are how support finds a fault without asking you for files. They record what the app is doing and never what you type or see. You can turn off attaching recent logs to a problem report when you send one.
What does a problem report include?
Section titled “What does a problem report include?”What you write, the app version, your support code, the workstation it concerns, any screenshots or files you attach and, unless you turn it off, the app’s recent logs.
Who are the sub-processors?
Section titled “Who are the sub-processors?”They are listed by name in the privacy policy, with what each one does. See Terms and Policies.