Respondus Technical Support is available to users of our Services, such as from support.respondus.com.
When you interact with our customer support representatives via email, telephone, or online, we collect personal data, such as your name, phone number, and email address. We also gather information about the Respondus products you use, such as product ID numbers or the institution name through which the application is licensed. We may also have you send us event logs that are useful in diagnosing performance-related issues, and we may capture information relating to the support or service issue. To improve customer service, subject to applicable laws, we may also review correspondence with customer support representatives, and analyze any feedback provided to us through voluntary customer surveys.
We use this information to provide you with customer and product support and to monitor the quality and types of customer and product support we provide to our customers. The legal ground for processing this information for these purposes is Respondus' legitimate interest in providing quality product support.
With your consent, our customer support representatives may sign in to your account, if appropriate, to help troubleshoot and resolve your issue. The legal ground for signing in to your account, if appropriate, to help troubleshoot and resolve your issue is consent, which you may withdraw.
Respondus may also tally, analyze, and aggregate data related to our product support. Data is made anonymous for this purpose. The legal ground for processing this analytical information is our legitimate interest in understanding how our customers interact with our Services so we can enhance the user experience and functionality of our products, apps and websites.