newuserofsims Posted January 19, 2020 Posted January 19, 2020 Hello A fellow data manager at another school part of our trust tells me CAPITA SIMS has a new remote tool.. I have been told this records the screen whilst you are on remote and saves the data to an unknown location.. offsite and possibly in Holland?! How can this be allowed to happen, we are now hugely worried children's names.. contact details have been recorded on Thursday and Friday on remote sessions and sent across to Europe! Please can someone advise further, because the analyst on 1st line support also confirmed they do not know where the screen recordings (which are automatic worth every session) are saved too! Concerning.. anyone else had remote sessions with Capita last week?
dapaulio Posted January 19, 2020 Posted January 19, 2020 Why would they record it? Unless it is for training purposes. If they want your data they already have it as most of the time they ask you to back up your database and upload it to them to resolve any issue you raise with them. These are only my opinions I have no evidence or factual basis behind this but I doubt they are doing anything which breaks the law and you will probably find some disclaimer in the contract you sign agreeing that your data could be used for training purposes. If you have genuine concerns then contact an account manager. Can’t get hold of one then? Withhold your payment and they will call you. [emoji106]
vikpaw Posted January 20, 2020 Posted January 20, 2020 Hello A fellow data manager at another school part of our trust tells me CAPITA SIMS has a new remote tool.. I have been told this records the screen whilst you are on remote and saves the data to an unknown location.. offsite and possibly in Holland?! How can this be allowed to happen, we are now hugely worried children's names.. contact details have been recorded on Thursday and Friday on remote sessions and sent across to Europe! Please can someone advise further, because the analyst on 1st line support also confirmed they do not know where the screen recordings (which are automatic worth every session) are saved too! Concerning.. anyone else had remote sessions with Capita last week? Definitely, create a case with them to query this officially. If you have an account manager / contact, reach out to them separately as well. They should be telling you if they do this, get your permission and let you opt out. Perhaps you can get more details from your colleague, what tool they are using, what they were told... Although this may have happened, there's no reason to think that your data is at risk, or something untoward has happened, so I wouldn't worry; but you should investigate. Why would they record it? Unless it is for training purposes. If they want your data they already have it as most of the time they ask you to back up your database and upload it to them to resolve any issue you raise with them. These are only my opinions I have no evidence or factual basis behind this but I doubt they are doing anything which breaks the law and you will probably find some disclaimer in the contract you sign agreeing that your data could be used for training purposes. If you have genuine concerns then contact an account manager. Can’t get hold of one then? Withhold your payment and they will call you. [emoji106] Having access to data for one purpose, doesn't automatically grant them the right to use it for another purpose. They should have a policy around usage, and a deletion schedule which the customer is aware of. Also, the data, if stored by them should not be inspected unduly, it's just part of a dataset that may need troubleshooting potentially in the backend. Having screenshots/videos of front end usage containing sensitive / personal data is a totally different thing. I use Engage and each support case specifically requests for an opt-in to give them permission to use and temporarily store data - though the purpose is to fix an issue, not inspect the data. A disclaimer as you describe, I hope would be illegal and therefore not the case. Recording phone calls, perhaps is useful for service training, but I can't imagine screenshots would help them much. If anything I would want to do it in reverse and record the support they give to show how useful / efficient it is. Before we conjecture too much, let's try and find out some more, and get an official view. Perhaps @David_Grashoff can help.
David_Grashoff Posted January 20, 2020 Posted January 20, 2020 Before we conjecture too much, let's try and find out some more, and get an official view. Perhaps @David_Grashoff can help. Thanks Vik. Happy to confirm there is no data breech.
vikpaw Posted January 21, 2020 Posted January 21, 2020 Thanks Vik. Happy to confirm there is no data breech. Care to elaborate ? 4
DODICT Posted January 21, 2020 Posted January 21, 2020 Even if this isnt but they have emailed out 100's of email address to people today. amazing product, amazing company. 2
willtech Posted January 21, 2020 Posted January 21, 2020 Even if this isnt but they have emailed out 100's of email address to people today. amazing product, amazing company. Same here just been emailed with quite a few people in the list. Great... 1
Meldrew Posted January 21, 2020 Posted January 21, 2020 @David_Grashoff is Capita aware they've just instigated a data breach? Sending an email to lots of people in the 'to' box? Looks like some testing or training thing that's been emailed to lots of people...
DODICT Posted January 21, 2020 Posted January 21, 2020 And people still trust this company to provide them with an MIS. 1
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