STATEMENT REGARDING DATA PROCESSING WHEN CONTACTING TECHNICAL SUPPORT (“TECHNICAL

SUPPORT STATEMENT”)

All terms used in this Technical Support Statement have the same meaning defined in
the End User License Agreement (EULA) under the clause ''Definitions''.

Please carefully read the terms of this Technical Support Statement, as well as all
documents referred to in this Technical Support Statement, before accepting it. If
the Software is used within a legal entity or on a Computer used by several
individuals, You must ensure that they have understood and accepted the conditions
of this Technical Support Statement before data is provided.

Data Protection and Processing

Technical Support is provided in accordance with the rules located at:
support.kaspersky.com.
The Rightholder handles the data it receives from the End User under this Technical
Support Statement in accordance with the Rightholder’s Privacy Policy published at:
https://www.kaspersky.com/Products-and-Services-Privacy-Policy.

Purposes of Data Processing

If a technical problem occurs during the use of the Software, You may prepare and
send files with diagnostic information under this Technical Support Statement to
the Rightholder’s Technical Support in order for Technical Support to process Your
request. This information helps (1) during analysis of errors that occurred in the
product and to modify it accordingly so that it will function more effectively
moving forward, and (2) in the investigation of infection of a user’s computer in
order to mitigate threats to a user’s system.

Preparing and Providing Files with Diagnostic Information

Files with diagnostic information should be prepared in accordance with the
instructions in the User Manual and only under the guidance of and after receiving
instructions to do so from a Technical Support specialist. After the diagnostic
information is prepared, it will be saved on Your Computer. The files with
diagnostic information are not sent to the Rightholder automatically. While the
files with diagnostic information are stored on Your Computer, You are responsible
for monitoring and limiting access to them.
You may open the files with diagnostic information and view their contents before
You make the decision to send them to the Rightholder.
With Your consent, the files with diagnostic information will be transmitted to the
Rightholder. The transmission is performed using a secure channel.

Processed Data
Certain data in the files with diagnostic information may be considered personal
data according to laws of some countries. Depending on Your Software settings, the
files may contain the following data:
• Operating system information
The files contain information about Your Computer hardware and the state of the
operating system: operating system and service packs installed, kernel objects,
drivers, services, extensions of the browsers, printing extensions, Windows
Explorer extensions, downloaded program files, active setup elements, control panel
applets, hosts file and registry records, version of browsers and email clients,
information about open ports and established connections at the time the data was
prepared.
• Trace files
– Information about the status of Your Computer's antivirus protection and about
any objects or activities suspected of being malware (e.g., name of the detected
object, date/time of detection, names/paths and size of infected files, part or
checksum of an IP address and port of a network attack, malware activity and
potentially malicious URLs) and application’s and user’s decisions about them.
– Information about the applications downloaded by the End User: URL, attributes,
file size, information about the process that initiated the download.
– Information about the applications and their modules run by the End User: size,
attributes, date created, information about PE headers, region, name, location, and
compression utilities used, hash sums and information about the signature.
– Information about errors and use of the user interface of the Rightholder’s
Software installed on Your Computer.
– Information about network connections: IP address of the remote computer and the
Computer, connection port numbers, and network protocol.
– Information about sent and received email messages and IM messages.
– Information about URLs visited: login and password data, cookie files.
– Public certificate of the server.
• Memory dump files
The contents of memory used by the Software processes at the time the files are
generated.
• Other files
In addition to the information above, in order to increase the processing speed of
the request associated with the technical problems, You may need to provide
Technical Support with additional files upon request by a Technical Support
specialist. These files may contain information which is necessary for Software
operation: settings, reports, internal databases, configuration files. You may
receive detailed information about the data in these files from Technical Support
specialists.

Your Choice to Participate

Saving files with diagnostic information is disabled in the Software settings by
default and can only be enabled by You. It is entirely Your choice to send data to
the Rightholder under this Technical Support Statement.

© 2019 AO Kaspersky Lab.