Kaneva Software Data Collection Policy
Kaneva Reporting Software and Kaneva Support Representatives ask users of Kaneva software products to send report data to Kaneva using the internet. This web page explains the nature of the data, why it is collected, and what is done with it.
Why Kaneva Collects Reporting Data
Kaneva uses this data to locate and address issues present in Kaneva software, often proactively fixing issues or improving performance before you notice a problem. The data that is collected is subject to the
Kaneva Privacy Policy and is not used for marketing purposes.
What Data Kaneva Collects
To address issues and improve performance in the Kaneva software you use, Kaneva may request information about what the Kaneva software or your system was doing prior to and leading up to the issue, the data and files that may have contributed to the issue, and configuration details about your system. For a description of the categories of data we collect, see 'Types of Data Kaneva Collects'.
When Kaneva collects information, it is possible for personal or confidential information to be present in the information you provide. For example, a game server's saved data may contain players' details, your scripting code, or modeling data. It is also possible for personal information to be included in a log file, a portion of the binary files, or other Kaneva-specific files needed to determine the cause of the issue. If you are concerned that the data returned by any report or requested by a Kaneva Support Representative may contain personal or confidential information, please do not send the report or data.
You may be asked for contact information while reporting an issue to Kaneva. Responding with this information is optional. If you send a report without sending contact information, your information remains anonymous and we cannot reply personally to you. If you choose to provide an email address, then we may contact you to ask for additional data that may help us identify and solve the issue.
How Kaneva Stores Data
When you submit a report to Kaneva using the Kaneva Reporting Software, we protect it through the use of encryption, such as the Secure Socket Layer (SSL) protocol. When we receive a report, we use a variety of security technologies and procedures to help protect your personal information from unauthorized access, use, or disclosure. For example, we store the reports and correspondence you provide on computer servers with limited access.
When you submit a report to Kaneva using other communication methods, such as email, mailing list, instant messaging, chat, or phone, then your privacy may not be guaranteed dependent on the operating parameters or limitations of the communication method. To avoid your email address or other personal information from being gathered and used by others for inappropriate or harmful purposes, Kaneva advises that you should be cautious about posting a real email address or other personal information to any public forums.
Who Has Access to Kaneva Report Data
Kaneva employees, contractors, and vendors who have a business need to use the report data are provided access. If the report data indicates that a third-party product is involved, Kaneva with your permission may send the data to the vendor of that product, who may in turn send the data to subvendors and partners.
Types of Data Kaneva Collects
Kaneva Reporting Software is integrated into Kaneva software products and is used to automatically compile a report for a wide variety of issues. In addition, Kaneva Support Representatives may ask you to provide descriptions, data files, or other report data as part of an issue's investigation. This section lists many of the potential pieces of data that may be collected as part of the report, but it is not an exhaustive list. The type of data and amount of data we request is dependent on the nature of the issue and relevance of the data to troubleshooting the problem.
Recent Actions
Descriptions about recent actions you, the software, or the system performed, such as:
- The task you were working on at the time
- Menus or toolbars you used or selected
- Dialogs that were displayed at the time of the error
- Applications that are present on your system
- Applications that were active on your system
Network
Data related to your network connections, such as:
- IP address (identifies your computer on the internet)
- Information you submitted to Kaneva-related web sites
- Web page(s) or links you were visiting or using when the issue occurred
- Your Kaneva user name (Kaneva Support never requests your password!)
System Configuration
Data about your physical computer system, such as:
- Devices and components installed on your system
- Machine name
- System name, type, model and manufacturer
- Amount of RAM, hard disk size, swap disk size, number of processors
- BIOS version and data
- Registry data
Files
Names, versions, and copies of actual files, such as:
- Application files
- Configuration files
- Setup and Diagnostic logs
- Networking report summary
Memory
Data contained in specific areas of memory, such as:
- Application instructions being executed at the time of a crash
- Data values stored temporarily by the application
- Program files and drivers that have been loaded into memory
- Full memory dump (dependent on type of error encountered)
Software Configuration
Data about the configuration and settings of software on your computer system, such as:
- Operating system name, version, revision/patch level, and language
- File names and versions installed in the affected application's folder
- Installed drivers, fonts, templates, add-ins, codecs, and other subsystems
- Video card and driver software details (as reported by dxdiag utility)
- Registry settings
Types of Data Kaneva Does Not Collect
During Kaneva's investigation process, Kaneva Reporting Software and Kaneva Support Representatives will never send an unsolicited email, instant messaging, chat message, or other communication requesting passwords, personal, or financial information. If you receive a request you believe falls in this category, you should view the request as suspicious, decline to provide the information, and report the encounter to your Kaneva Support Representative (email the details using Kaneva's
Feedback and Suggestions form).
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