Commissioned Processing Support and Maintenance of IT Software Systems
We are known to offer our customers a remote maintenance option for service and support. This allows us to quickly address existing issues, directly gather all necessary information for resolving them, and provide any service, support, or training services required by the customer.
The ecoDMS support employee offering remote support is able to switch over to the customer's system and control it using the remote window, working jointly with the customer. Reciprocally, ecoDMS can also allow the customer to take a look into their system, for example during training sessions or presentations.
To receive such services, the customer must allow access for ecoDMS via the tool TeamViewer. The software is available for download here:
To run TeamViewer, the customer needs the TeamViewer Quick Support tool. To establish the connection, the customer communicates the required Session ID to ecoDMS. For TeamViewer, the system requirements and instructions of the manufacturer shall apply.
By requesting and accepting a remote support session, the customer assumes responsibility for any modifications made to their existing software and system environment. If the customer/user is not the owner of the computer concerned, they are recommended to acquire authorization from the responsible IT administrator.
ecoDMS employees shall under no circumstances make any changes to the operating system or security settings without the express consent of the customer. All interventions can be followed step by step by the customer and can be stopped by them if necessary.
ecoDMS recommends that customers close all applications containing personal or confidential information before requesting or accepting a remote maintenance session.
However, even if these recommendations are followed, remote maintenance still carries the possibility that the customer’s personal data, or data stored on the system affected by the remote maintenance, may be accessed. In some cases, access to personal data may even be required to carry out maintenance.
In order to comply with data protection regulations, in particular the GDPR, it is compulsory to sign a separate commissioned data processing (CDP) agreement when purchasing a support package. This agreement can be viewed in the following PDF file:
ecoDMS and their employees cannot accept liability for malfunctions or loss of data not caused by them during the remote maintenance session, even if such issues occur immediately after support is provided. In other respects, the statutory regulations of § 10 (see General Terms and Conditions) shall apply.
ecoDMS also cannot guarantee that every issue can be resolved during a remote maintenance session.