Geekee Support — Privacy Policy

Last updated: June 2026

This policy explains how the Geekee Support mobile app (the “App”) collects and uses information. The App is provided by Geekee Limited, Unit 3, Thetford Farm Estate, Baston, PE6 9NU, company no. 6577613 (“Geekee”, “we”, “us”), which is the data controller for the purposes of UK data protection law (UK GDPR and the Data Protection Act 2018).

What the App does

The App lets you raise and track IT requests with Geekee, and — when you choose to start one — take part in a remote support session in which a Geekee technician can view, and optionally control, your device to help resolve a problem.

Information we collect

• Account and contact details — your name, email address and company, used to identify you and respond to your requests. If you sign in with Microsoft, we receive your sign-in identity from Microsoft to authenticate you.
• Request details — the information you enter when raising a request (for example a new starter or leaver), and the status and activity history of that request.
• Remote support session data — described in detail below.
• Basic technical information — such as app version and device type, used to operate the service and diagnose problems.

Remote support sessions

A remote support session only ever runs when you start it and a technician joins. It involves two device capabilities, each of which you control:

Screen sharing

When you tap “Share my screen”, Android shows its own permission prompt. If you accept, the contents of your screen are streamed live to the connected technician for the duration of the session, so they can see the issue. The stream is carried over an encrypted real-time connection (provided by our session transport processor, LiveKit). We do not record or store your screen; it is viewed live and stops the moment the session ends or you stop sharing.

Remote control (Android Accessibility service)

The App uses Android’s AccessibilityService API solely to let the connected technician perform taps, swipes and text entry on your device during a session, so they can carry out steps for you. This is not an accessibility tool for users with disabilities, and we do not declare it as one.

• It is turned on by you, and only after you confirm an in-app notice explaining its use.
• It is active only during a remote support session that you have started.
• The service injects gestures only; it is configured so that it does not read or collect the content of your screen (canRetrieveWindowContent is disabled).
• You can disable it at any time from your device’s Accessibility settings, or simply by ending the session.

We use the data and capabilities above only to provide you with the remote support you have requested. We never use them for advertising, and we do not sell your data or share it with third parties for their own purposes.

How we use your information

• To authenticate you and operate the App.
• To receive, process and track the requests you submit.
• To provide live remote support when you start a session.
• To maintain the security and reliability of the service.

Our lawful bases under UK GDPR are the performance of our support contract with you or your organisation, and our legitimate interest in providing and securing the service. Where the law requires it, we rely on your consent (for example, your in-app consent to remote control).

Who we share it with

We share information only with service providers who process it on our behalf to deliver the App, including: Microsoft (sign-in and Microsoft 365 services), our IT service-management platform (Halo PSA), our remote-session transport provider (LiveKit), and our hosting provider. These providers act on our instructions under appropriate agreements. We may also disclose information where required by law.

Retention

We keep request and account information for as long as needed to provide support and to meet our legal and contractual obligations, after which it is deleted or anonymised. Screen-sharing streams are not retained.

Security

Data in transit is encrypted, access is restricted to authorised Geekee staff, and remote sessions require both your action to start them and your consent to enable control.

Your rights

Subject to UK data protection law, you have the right to access, correct, delete or restrict the use of your personal data, and to object to certain processing. To exercise these rights, contact us using the details below. You also have the right to complain to the UK Information Commissioner’s Office (ICO) at ico.org.uk.

Children

The App is intended for use by business users and is not directed at children.

Changes

We may update this policy from time to time. Material changes will be reflected by the “Last updated” date above.

Contact

Geekee Limited — techsupport@geekee.co.uk