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MortgageBrain Technical Team Support Software - Usage Agreement
Before agreeing to a member of the Mortgage Brain Technical Support Team to establish a remote support session with you, please read and agree to the following usage agreement:
All support sessions are recorded for the purpose of future analysis and provision of resolution to issues, maintaining knowledge bases and training. These recordings will be retained by MortgageBrain for a maximum of three months. If you require your support session recording(s) to be deleted earlier please submit a request this in writing to gdpr@mortgage-brain.co.uk
At the point the remote support session with the Mortgage Brain Technical Support Agent is established, all documents, applications and on screen data will be visible by the support agent. If this information is not relevant to the issue and you do not wish the support agent to see it, please ensure it is closed before allowing the support agent to connect to your device.
In some circumstances it might be required for a Mortgage Brain support agent to transfer files either from your device or to your device for further diagnostic analysis. You will be prompted to consent to agree to allow file transfer at the point the file transfer is initiated by the support agent and at the point the file(s) have been selected for transfer. If you do not wish these file transfers to happen please "Deny" the request for file transfer when prompted. Please note that this may impact the level of service that can be provided.
Any information retained for knowledge base purposes will be anonymised to only contain the following information:
  1. Error Code, Error Message or unexpected application behaviour
  2. Steps to replicate Error Code, Error Message, or unexpected application behaviour
  3. Steps to resolve the cause of the error code, error message or unexpected application behaviour
Any information personally identifiable to either the Mortgage Brain customer or the Mortgage Brain customer's client data will not be retained.
If you have read, understood and agree to the above terms of the Mortgage Brain Technical Team Support Software usage agreement, please tick this box to continue, otherwise please inform the support agent that you do not wish to establish a remote support session.
Support Software