As a company committed to providing you with an excellent user experience, occasionally we will request the collection and access to specific data, including user documents, annotations, markup, and application settings for diagnostic purposes. This article aims to explain why we sometimes collect this data and how it enables us to address and resolve any issues you may encounter. Additionally, we want to assure you that the data we collect will be treated with utmost care, solely for diagnostic purposes, and will not be accessed or held beyond this essential objective.
1. The Document Itself - Preserving Context for Precise Diagnoses
When you use our application, the document you work on is at the core of your experience. By collecting the document when issues arise, we can examine its content, structure, and elements to gain a comprehensive understanding of the problem. This information is invaluable for our development and support teams as it allows them to reproduce and analyze the issue accurately, leading to faster and more accurate resolutions.
2. Annotations and Markup - Uncovering User Interactions
To facilitate collaborative work and provide enhanced functionality, our application allows you to add annotations and apply markup to your documents. When you report an issue, including this data assists our team in understanding how you interacted with the document and the application's features. This insight allows us to pinpoint specific actions that might have triggered the problem, enabling us to develop tailored solutions for a smoother experience.
3. Application Settings and Configurations - Tailoring Solutions for Your Environment
The configurations and settings you use within the application play a crucial role in how it behaves on your device. Collecting this data when you experience an issue helps us understand the specific conditions that led to the problem. By analyzing your application settings and configurations, we can ensure that our solutions are tailored to your unique environment, maximizing the effectiveness of our support.
Data Handling and Security
As a responsible company, your data privacy and security are paramount to us. Here's how we treat the collected data with utmost care:
- Strict Diagnostic Use: The data we collect, including the document, annotations, markup, and application settings, is used solely for diagnostic purposes. Once we identify and resolve the issue, this data will not be accessed or used for any other purposes.
- Encrypted Transmission and Storage: We employ state-of-the-art encryption techniques to protect your data during transmission and storage. This ensures that your information remains confidential and secure throughout the diagnostic process.
- Anonymization of Personal Information: In case any personal information is inadvertently captured within the data, we employ anonymization techniques to remove any identifiable details, respecting your privacy.
- Transparent Retention Policy: We maintain a transparent data retention policy, strictly adhering to the necessary duration required for diagnostic analysis. Once the data is no longer needed, it will be promptly and securely deleted.
For more information, please see our privacy statement here.