1. Introduction

Safe Fleet is committed to protecting your privacy while delivering support services. Visual Remote Assistance (VRA) enables our support team to provide real-time guidance while maintaining privacy, security, and data protection standards.

This policy outlines how VRA sessions work, what information may be shared during a session, and how Safe Fleet protects customer privacy.

2. Purpose of VRA

VRA is used to:

  • Diagnose technical issues more efficiently
  • Provide guided troubleshooting and configuration assistance
  • Improve issue resolution times
  • Reduce the need for on-site support visits
  • Enhance the overall customer support experience

Participation in a VRA session is voluntary and requires customer consent through a “check-the-box” link.

3. Consent and Control

A VRA session begins only when you join using a secure session link provided by Safe Fleet Support representatives.

Before a session begins, you may be asked to grant permission for:

  • Camera access
  • Screen sharing
  • Image sharing
  • Desktop assistance features

You remain in control throughout the session and may:

  • End the session at any time
  • Revoke permissions at any time
  • Disconnect from the session without affecting your device security

Safe Fleet Support representatives cannot access your device without your participation and consent.

4. Information Shared During a Session

Depending on the nature of the support request, a VRA session may involve viewing information voluntarily shared by the customer, including:

  • Device screens
  • Product configuration settings
  • Images or videos related to the issue
  • Diagnostic information
  • Safe Fleet product status indicators and logs

Safe Fleet Support personnel will only access information necessary to investigate and resolve the reported issue.

Customers should avoid displaying sensitive information unrelated to the support request whenever possible.

5. Data Privacy and Security

Safe Fleet respects customer privacy and requires customer participation and consent before initiating a VRA session. A VRA session begins only after the customer joins the session using a secure link and grants any required permissions, such as camera, screen-sharing, or desktop assistance access. Customers maintain control throughout the session and may revoke permissions or end the session at any time. VRA sessions are protected using secure communication methods and access controls designed to safeguard customer information.

Unless otherwise communicated by Safe Fleet and consented to by Customer:

  • Sessions are not recorded
  • Information is not retained beyond what is reasonably necessary for support case documentation and issue resolution
  • Access is limited to authorized Safe Fleet personnel involved in providing support services

Any information shared during a VRA session is used solely for the purposes of supporting case management, troubleshooting, diagnosing, and resolving customer-reported issues. Safe Fleet does not access customer devices, screens, cameras, or information unless the customer has voluntarily joined a VRA session and granted the necessary permissions. Access is limited to authorized Safe Fleet personnel and is not used for any other business, marketing, or customer profiling activities.

6. Annotation & Desktop Assistance (Plugin Disclosure)

Certain desktop assistance and annotation features may require the installation of a lightweight application or plugin to enable screen highlighting, annotations, and guided assistance.

Important Information

The annotation/highlight tool:

  • Does not require administrator privileges
  • Installs within the user’s profile folder
  • Remains installed on the device after installation
  • Is active only during Visual Remote Assistance sessions
  • Does not monitor, collect, or transmit information outside an active VRA session
  • Can be removed by the customer at any time

Customers will be informed of this functionality and consent to its use before installation.

7. Scope of Support

VRA is a support tool used by Safe Fleet to assist customers with product troubleshooting, diagnostics, configuration assistance, and product usage guidance.

The use of VRA does not modify, extend, or replace any applicable Safe Fleet warranty, support agreement, maintenance agreement, or service entitlement.

Applicable warranty terms are available at:

Participation in a VRA session does not create additional support obligations beyond the services otherwise available under Safe Fleet’s applicable warranty, support agreement, or service entitlement.

8. Engineering Escalation

In some circumstances, information collected during a support session may be reviewed by Safe Fleet engineering, product, quality, or technical support teams to assist with issue resolution.

Such information will be used only for:

  • Troubleshooting
  • Defect investigation
  • Root cause analysis
  • Product improvement
  • Resolution of customer-reported issues

9. Customer Responsibilities

Customers are responsible for:

  • Participating only in authorized support sessions
  • Providing information necessary to resolve the reported issue
  • Ensuring they have authorization to share any device, system, or information displayed during the session
  • Following guidance provided by Safe Fleet support personnel

10. Session Termination

Customers may terminate a VRA session at any time without impacting the security or functionality of their device.

Safe Fleet Support representatives may also terminate a session once support activities have been completed or if the session is no longer required.

11. Compliance

Safe Fleet is committed to maintaining appropriate privacy, security, and operational controls when providing Visual Remote Assistance services.

Support personnel are authorized to use VRA tools only for legitimate customer support purposes and in accordance with Safe Fleet policies and procedures.

Consent Statement

By joining a Visual Remote Assistance (VRA) session, you acknowledge that you have read and understood this Privacy Policy and consent to participate in a Safe Fleet Visual Remote Assistance session.