SecnetAssist Privacy Policy

Last updated September 4, 2026

SecnetAssist — Powered by Secnetic is an IT support extension provided by Secnetic Solutions. This policy explains how information is handled when SecnetAssist is used on supported customer devices.

Information SecnetAssist may process

SecnetAssist may process information needed to provide technical support, including:

• Support conversations and information voluntarily entered by the user
• Customer, device, operating system, and managed asset information
• Network and endpoint diagnostic information
• IP address and network configuration information
• Troubleshooting steps and remediation results
• Support ticket information
• Screen images explicitly selected and submitted by the user for troubleshooting

SecnetAssist does not ask users to submit passwords, PINs, security answers, or other authentication credentials.

Screen sharing and screenshots

SecnetAssist may allow a user to intentionally share a screen, window, or tab for troubleshooting. Screen capture:

• only occurs after explicit user action
• uses the browser's screen-selection interface
• is not performed silently
• does not continuously monitor the user's screen
• is not used for background recording
• is not stored by default after analysis

Local diagnostics

On managed devices, SecnetAssist may communicate with a locally installed SecnetAssist Helper to perform approved system and network diagnostics.

The helper uses a limited set of allowlisted operations and does not provide unrestricted shell access or arbitrary command execution.

Browser permissions

SecnetAssist requests only the following browser permissions, each for a specific purpose:

• Side panel (sidePanel) — Lets SecnetAssist open as a panel beside your browser window instead of a separate app, so you can follow troubleshooting steps while you work.
• Storage (storage) — Keeps your active support issue and any messages waiting to send on your own device, so a closed panel or restarted browser does not lose the conversation. On managed devices it also reads the device credential and client name that your IT deployment assigned.
• Native messaging (nativeMessaging) — Lets the extension talk to the locally installed SecnetAssist Helper so it can run approved diagnostics on managed devices.
• Site access: assist.secneticsolutions.com — Allows the extension to communicate only with Secnetic's SecnetAssist service. It does not request access to any other website or to your browsing activity.

Screen sharing does not use an extension permission. It uses the browser's standard screen-share prompt, which you must accept each time.

How information is used

Information processed by SecnetAssist is used only to:

• diagnose and troubleshoot IT issues
• provide guided technical support
• perform user-approved remediation actions
• preserve an active support issue across browser or computer restarts
• escalate unresolved issues to Secnetic Solutions
• create and update support tickets
• improve the reliability and security of the support service

Service providers

Secnetic Solutions uses the following service providers to operate SecnetAssist:

• Vercel — hosts the SecnetAssist application and delivers its API.
• Anthropic — provides the AI model that reads support conversations and produces troubleshooting guidance. Support conversations, and any screenshot you choose to share, are sent to Anthropic for analysis for the turn in which they are needed.
• Managed PostgreSQL database hosting — stores active support issue records and device enrollment information. Screenshots are removed before conversation history is stored.
• Syncro — Secnetic's ticketing and asset management system, used for customer, device, and support ticket information and for escalating unresolved issues to a technician.

These providers process information only as necessary to provide SecnetAssist and related support services.

Secnetic Solutions does not sell user data.

Data retention

Support conversations, diagnostic results, and ticket-related information may be retained as reasonably necessary to provide support, maintain service records, prevent duplicate ticketing or billing, meet contractual or legal obligations, and protect the service from misuse.

Temporary screen captures are not retained by default after analysis unless a user or support workflow explicitly chooses to include them with a support case.

Data sharing

Secnetic Solutions does not use or transfer SecnetAssist user data for advertising, creditworthiness, lending, or purposes unrelated to providing IT support.

Data may be shared with service providers only as necessary to operate SecnetAssist and provide the requested support service.

Security

SecnetAssist uses device-specific authentication and server-side authorization to associate enrolled devices with the correct managed customer and asset.

The SecnetAssist local helper is restricted to approved operations and is not designed to provide general-purpose remote control or arbitrary command execution.

Your rights

You may request access to, correction of, or deletion of personal information associated with your SecnetAssist support activity, subject to applicable contractual, legal, security, and recordkeeping requirements.

Contact

For privacy questions or requests, contact info@secneticsolutions.com.

Secnetic Solutions · Wilmington, Delaware · Website privacy policy