What we look at, what we send, and what we never touch.
The plain-language version. The formal privacy policy and terms of service are linked at the bottom.
Ten things, watched on a schedule
Each of these runs on its own, in the background. The helper looks at the health of the computer, never the contents of what you keep on it.
What it looks at
- Whether updates and antivirus are current
- Drive health and free space
- Whether OneDrive or Windows File History is switched on
- Whether the drive is encrypted
- Unwanted browser add-ons and hijacked search pages
- What starts with Windows, and key security settings
The one rule
- It checks the computer's health, never the contents of what you keep on it.
- Routine monitoring never sends your documents, photos, email or browsing history. Exactly what is sent, and what never is, is spelled out under Privacy.
What leaves your computer, and what doesn't
The helper sends health information over an encrypted connection to Up Technology's server in a U.S. data center, where Jamie looks after it. Your personal files stay where they are.
What's sent
- Health and performance readings
- Update, antivirus and backup status
- Installed programs and versions
- Security settings
- Windows error and crash summaries
- Account names and network details, like your Wi-Fi network's name
- The names, never the contents, of programs and scripts in your Downloads, Desktop and temporary folders
- Messages you type to Jamie
- Once at setup, and when Jamie asks, a map of your disk space: folder names and sizes, and the names of your biggest files
What monitoring never sends
- Your documents and photos
- Your email
- Your browsing history
During a help session it's different, and we say so: with your approval, Jamie can see your screen and work with files on it, like someone sitting beside you. The session is logged and a recording is kept for 30 days. Jamie also has tools that can copy files to or from your computer, or run commands on it, without a prompt on your screen; our log records each time they're used, though not every command typed. You can ask to see the log.
The formal documents
The page above is the everyday explanation. The documents that govern the service are the privacy policy and the terms of service.