Privacy Policy

Most privacy policies begin with what a company collects. With remote desktop software the more useful place to start is what we do not, so that is first.

What we never receive

• What is on your screens. Screen contents are encrypted on the machine being viewed and decrypted only on the machine viewing it. Where a session passes through a relay we operate, that relay carries encrypted bytes and holds no key that would let it read them.
• What you type, click, copy or transfer. Keystrokes, mouse movement, clipboard contents and files moved between machines travel inside the same encryption.
• Your access passwords. A machine’s access password never leaves it in a form we could read, and we have no way to recover one or to use it.
• The detail of what was done in a session. Nelkira writes that record — the files moved, the clipboard transfers, the screen switches — on the machine that was accessed, where its owner controls it. That detailed record is not sent to us.

This is how the software is built rather than a policy we could quietly change: a future version that sent us any of the above would be a different product, and saying so here is meant to be relied on. Two gaps remain for a relay changed to attack sessions, and the Security Statement explains both. It could sit in the middle of a connection let in by clicking Allow with no password typed. And with a viewer older than release 0.4.0 (from 0.4.0 the password is proved, not sent), it could pose as the machine being reached and learn a password typed through it; from 1 May 2027 a PC on 0.4.0 or newer accepts a password only from 0.4.0 or newer viewers.

Who is responsible for your data

Nelkira Technology Ltd., [REGISTERED OFFICE ADDRESS], Dhaka, Bangladesh, is the controller of the personal data described below. For questions, or to exercise any of the rights further down, write to privacy@nelkira.com.

What we do handle, and why

If you use a relay we operate

A relay introduces two machines that cannot reach each other directly, and to do that it must know a little. For each connection it handles:

• the nine-digit machine numbers of the two ends;
• the network (IP) addresses they connected from;
• when the connection started and ended, and how many bytes passed;
• the port and local addresses a machine reports, so that two machines in the same building can be told to connect directly instead of through us.

An IP address can identify a person indirectly, so we treat this as personal data. We use it to run the service, to detect abuse such as one machine being dialled by thousands of others, and to size capacity. Our lawful basis is legitimate interests — operating and protecting a service people rely on. We keep it for 30 days, then delete it.

If you run your own relay, none of this reaches us at all, and the same data is yours to keep or discard as you choose.

If you use an Nelkira account

Registering your machines with an account gives you a history of your own sessions and a way to manage devices centrally. That means the service records, for each session:

• which of your devices connected to which, by their nine-digit numbers;
• when it started and ended, and how long it lasted;
• whether it went directly or through a relay, and how many bytes were carried;
• why it ended.

For each registered device we hold the name you gave it, its operating system, the version of Nelkira it runs, whether unattended access is enabled, and when it was last seen.

A phone or browser signed in to Nelkira Go is a registered device too: it is recorded as a phone (operating system “web-android”, “web-ios” or “web”), its sessions are reported exactly like a PC’s, and a device token that identifies it to this website is kept on the phone itself. “Forget this phone” in its Settings retires the device here and deletes that token from the phone.

The Nelkira Viewer for Linux and Mac is a registered device when you sign in to it: it is recorded as “viewer-linux” or “viewer-macos” with the same details as above, and it only connects out to Windows PCs. Its device token is kept in a file on that computer that only your user account can read; unlike on Windows, that file is not encrypted. Signing out in the viewer retires the device here and deletes the file. The viewer uses the same session code as the Windows app, but it has had only limited internal testing, and no real session from Linux or Mac has been tested yet.

This is the history you came for, so we keep it for 30 days by default and then delete it; an account can be set to keep it for longer or shorter. Our lawful basis is performance of our contract with you, and legitimate interests in preventing abuse. None of it includes what was on the screen, what was typed, or what any transferred file contained.

If you use Nelkira without an account, none of this exists: the software works with no registration at all, and the only record is the one on your own machines.

If you download the software or write to us

• Your email address, if you give it to us for a download link, an account or support. Used to answer you and to tell you about security fixes. Basis: your consent, or performance of a contract where you have an account. Kept until you ask us to delete it.
• What you write to us in a support message, and anything you attach. Please do not send us screenshots or log files containing patient data — we do not want them and cannot look after them properly. Kept for two years, then deleted.

If you visit this website

Our web server records requests, including IP address, page, time and browser, to keep the site working and to spot attacks. Kept for 30 days. See the Cookie Policy for what is stored in your browser.

If the app crashes or reports an error

So we can find and fix faults, the app sends us a report when it crashes or records an error. A report holds the app’s version and the Windows version, which part of the app the error came from, the error itself, and up to 200 lines of the app’s own diagnostic log from just before it — which can include the nine-digit numbers and network addresses of machines it connected to, as that log does. Email addresses and Windows user names are blanked out before it leaves the PC. A registered PC’s report carries its nine-digit number so we can tell which machine it came from.

A report never contains what was on the screen, anything typed or copied, a file, or a password. Our lawful basis is legitimate interests in keeping the software working. We keep reports for 90 days, then delete them. You can switch them off in the app’s Advanced tab.

When the app checks for updates

A few times a day the app asks this website whether a newer version exists, saying only which version it is. When there is one it downloads it, checks it is genuinely ours, and installs it while nobody is connected, except that a PC installed for everyone with release 0.4.x moves to 0.5.0 only when someone there chooses to, or an IT rollout does it. You can switch automatic updates off in the Advanced tab (on a PC set up for access when nobody is there, with an administrator’s approval).

What the software stores on your own machines

This is not data we receive, but you should know it exists, because it is yours to manage:

• the machine’s number, on the machine itself; before release 0.4.1 its access password too, encrypted to that machine (from 0.4.1 Nelkira makes a new password each time it starts and keeps it only in memory, unless you set one yourself with the Agent__AccessPassword setting);
• a record of sessions — who connected, when, for how long, and what was transferred — written on the machine that was accessed;
• on a machine you connect from: the list of machines you have connected to and any names you gave them, and the tokens that let you back into machines that chose to remember you, encrypted to your user account;
• a diagnostic log, which never contains the access password.

Where those machines belong to your employer or your customer, that organisation is the controller of what is in them, not us.

Who else sees anything

We do not sell personal data and we do not share it for advertising. We use a small number of suppliers to run the service, listed with what each one does on the Sub-processors page. We will disclose data if the law requires it, and where we are permitted to tell you, we will.

Price, and what it does not cost you

Personal use of Nelkira is free. We do not pay for that by selling your data or by showing you advertising, and using Nelkira free of charge does not give us any more of your data than this policy describes.

Nelkira Technology Ltd. reserves the right to change its pricing policy. Any change will be published on the Pricing page before it takes effect, and section 8 of the Terms of Service sets out what counts as personal use and how much notice you will get. A change to the price does not change how we handle your data; that only changes as described under “Changes” below.

Sending data abroad

Our relays and servers may be in countries other than yours — indeed a relay near your machines is the point of the design. Where personal data moves between countries we rely on appropriate safeguards, including the European Commission’s standard contractual clauses where the GDPR applies. Our Data Processing Agreement covers this for business customers.

Your rights

Depending on where you live you may have the right to ask for a copy of your personal data, to have it corrected or deleted, to object to or restrict how we use it, and to have it sent to another provider. Write to privacy@nelkira.com and we will answer within 30 days.

Two honest limits. We cannot give you session contents, because we never had them. And we often cannot connect a relay record to a person without your help, since what we hold is a machine number and an address, not a name.

If you are in the European Economic Area or the United Kingdom you may also complain to your data protection authority.

Children

Nelkira is for people and organisations supporting their own computers and is not directed at children. We do not knowingly collect data from anyone under 16.

Security

How the product protects a session, and where it does not, is set out plainly in the Security Statement. If you believe you have found a weakness, the disclosure policy says how to tell us.

Changes

If we change this policy we will change the date at the foot of the page and, where the change matters, tell you directly.