Privacy Policy

1. Information we process and why

• Support connection: support code, PC name, internal and external IP addresses — to connect support sessions and establish communication paths.
• Support staff account: email address, encrypted password data, email verification code and verification time, consent version, language and time, device identifier and name, and login token — for identity verification, sign-in, and device management.
• Public preview: access and usage time, number and duration of connections, and feature-use counts — for usage limits and service improvement statistics.
• Error reports: support code, support staff ID, PC name, notes, and program or server diagnostic logs — to identify and resolve errors.
• Website analytics: IP address, access time, request path without query strings, browser and operating system information (User-Agent), and referring domain — for visit and download statistics, crawler classification, and abnormal-access response.

2. Consent to collection and use

• Purpose: support staff registration, email verification, sign-in, password reset, and account security.
• Items: email address, encrypted password data, verification records, and Terms consent records.
• Retention: retained while the account is active and deleted without undue delay when the account is deleted, except where law or security requirements require separate retention for a stated period.
• Right to refuse: you may refuse consent, but registration and support staff sign-in will not be available because these items are required for an account.

3. Retention periods

• Error reports: 30 days from submission
• Server diagnostic and access logs: 30-day rolling retention
• Raw website access records: 30 days; only non-identifying daily totals are retained afterward
• Preview usage records by PC: 90 days from the last use
• Expired preview records: converted to monthly totals after removing device identifiers and access times
• Login tokens: deleted on expiration or during daily cleanup
• Support staff accounts and registered devices: retained while the account is active and deleted with the account

Where law requires separate retention, information may be stored separately for the required period.

4. Data transmitted during remote support

Screen, input, chat, clipboard, and file data are transmitted while connected to provide remote support and are not stored persistently on the server. Screen recording starts only with the customer’s explicit approval and is saved on the support staff PC in the Videos\KnockKnock folder, not on the server.

5. Information stored on the device

Encrypted reconnection information and diagnostic logs may be stored on the device running the app. Diagnostic logs older than 30 days are automatically deleted when the app starts. A copy is sent to the server only when the user submits an error report.

6. Deletion

Server files and records are deleted using methods intended to make recovery difficult after their retention period ends. After 90 days, preview statistics retain only monthly totals without identifiers that distinguish individual PCs.

7. Third parties and safeguards

We do not sell personal information or provide it to third parties for advertising. Passwords are stored as one-way encrypted data rather than plain text. Reconnection and server session data are encrypted, access is restricted, and automatic deletion is applied according to the stated retention periods.

8. Your rights and contact

You may request access, correction, deletion, or restriction of processing by email. Material changes to this policy will be announced on the website.

Privacy contact

KNOCK KNOCK Service Operator

Email

sayhellohi@naver.com