Agreement regarding remote sessions
of a PRTG installation
You are about to establish a joint PC session with an employee of Paessler AG. By using the remote support tool, advice on installing and using PRTG can be made conveniently and efficiently. The remote support tool allows Paessler staff to remotely control the computer with the ability to modify data as part of each remote session.
For your protection, a new password will be used for each session. The connection is made over the Internet and is encrypted.
Having said that, the parties conclude the following agreement:
Remote sessions for PRTG
Remote sessions are only available during Paessler's normal business hours after consultation with Paessler employees. Paessler dials in from a secure environment that is not visible to unauthorized persons.
Paessler Remote Sessions support services are based on PRTG.
The session is for analyzing errors or common problems directly in your environment. The Paessler employee determines the information required for a solution during the session. During the session, you can demonstrate the error image, the crash, the resulting click stream or the problem directly in the system to the Paessler employee.
The remote support tool transfers the screen content of your desktop to the Paessler employee screen. You should ensure that only the data and information necessary for the provision of services is visible on the screen of your desktop before granting access. However, should there be disclosure or other processing of personal information, Paessler will not store that information during or after the session.
Without your explicit consent, the Paessler employee will not be able to access your PC. You must be available to the Paessler employee during the entire connection period for queries and follow the activity of the Paessler employee when the control of the session is handed over. You can end the session at any time.
If you don’t state otherwise, we assume your consent to include performing changes to your PRTG installation. Changes to the operating system or target system must always be carried out by you.
It is your responsibility to have correct legal paperwork with any third party joining the session (e.g. a Paessler partner or your IT service provider).
Unless regulated otherwise, the provisions of the individual license agreement concluded with you for PRTG are the subject of this agreement in their entirety.
Presentation of third-party systems
If you would like to show us solutions in a third-party product to ask for a similar implementation with PRTG, the provisions outlined in the previous section apply to third party systems as well.
The Paessler employee will not make any changes to the system in this case.
We do not provide maintenance to any third parties systems.
Liability
Ensure you have created a backup before starting the session that will allow you to restore the system state prior to the session, if necessary.
Our GENERAL TERMS AND CONDITIONS apply (https://www.paessler.com/company/terms) and we are liable according to § 11 of these conditions.
For US customers, our SPECIAL TERMS AND CONDITIONS OF PAESSLER AG FOR MAINTENANCE OF STANDARD SOFTWARE FOR USA apply (https://www.paessler.com/company/terms) and we are liable in accordance with Sections 7 to 9 of these terms.
Supported remote support tools
- Microsoft Teams
- TeamViewer
- Zoom