1. Remote access is permission-based
BACKON does not gain control of a device merely because you visited the website, submitted a form or paid an invoice. A remote-support connection requires a separate action and authorization by the device owner or another person with authority to approve it.
2. Business-device authorization
For small-business support, the person authorizing a session must have appropriate authority over the business device/account/environment. Employees should not authorize access to systems they are not permitted to manage.
3. Remote-support software
If a remote-support application needs to be downloaded, installed or run, BACKON will identify the purpose of the application and the connection step. Canadian customers are given the consent information required for the relevant installation/use context; BACKON does not treat a marketing message or support request as automatic consent to install software.
4. Customer control during a session
For ordinary attended support, customers are encouraged to stay at the device, watch the work, ask questions and end the connection if they are uncomfortable. We do not use scare tactics to discourage a customer from ending a session.
5. Unattended or persistent access
BACKON’s standard home-user support does not require permanent unattended access. If a small-business service ever needs persistent/unattended access, it must be separately scoped, authorized by an appropriate business administrator and governed by additional written controls. It is not silently enabled as part of a one-time session.
6. Sensitive information
Before a session, close banking, tax, health, password-manager, private-message and unrelated personal/business files. Technicians should avoid opening unrelated content. Customers should enter passwords and authentication codes themselves whenever practical.
7. Financial activity is outside normal remote support
A BACKON technician should not take control of online banking, ask you to transfer funds, request gift cards/cryptocurrency or instruct you to move money to a “safe” account. End the session and contact us if anyone claiming to be BACKON does this.
8. File transfer and downloads
Files should only be transferred when reasonably necessary for the agreed task and with the customer’s awareness. Software should come from a legitimate source appropriate to the task. We do not install unrelated programs as a hidden condition of support.
9. Recording and screenshots
BACKON does not record customer screens by default. If a particular service requires recording, screenshots or evidence capture beyond ordinary support notes, the purpose will be explained and consent obtained where required before capture.
10. Ending access
At the end of an attended session, the connection should be closed. Customers may ask what remote-support software remains installed and may remove it if it is no longer needed. If you believe a session remains active without permission, disconnect the device from the internet if safe, close the remote application and contact support@backon.net.
11. Session records
We may keep a limited record of authorization, session timing, technician actions and outcome for service quality, billing, fraud prevention, complaints and legal recordkeeping. See the Privacy Policy.