Remote Support

What happens when you let a HiTek technician connect

This is the full text. The short version the installer shows on your screen says the same things — this page adds the detail, and keeps every earlier version on file so you can always read exactly what you agreed to.

Version consent-v4-2026-08-14 (Ubuntu, macOS) · Effective 14 August 2026
Version consent-v4-win-2026-08-15 (Windows) · Effective 15 August 2026
Applies to: HiTek Remote Support for TestPod stations

The two versions are the same text. They differ in one place only — section 7, because turning support off is a command on Ubuntu and macOS and a Start-menu shortcut on Windows. Both are written out below.

1. What Remote Support is

Remote Support lets a HiTek technician log in to one TestPod station — the one you install it on — over a private, encrypted connection, so they can diagnose and repair it without you describing the problem down a phone line.

2. What access the technician has

The installer creates a dedicated support account on the station. A technician who is granted access logs in to that account with administrator rights — enough to read and change anything on that station. That level of access is what makes a repair possible; we would rather say so plainly than imply a boundary that does not exist.

3. What it cannot reach

Only this station. The private network is configured to deny this station any route to the rest of your network, so it cannot be used as a way in to your other computers, phones or devices.
Nothing at all while Remote Support is switched off.

These are enforced by the network configuration, not only by policy.

4. What data this station holds

A TestPod station holds data about the phones you test: IMEI and serial numbers, test and erase records, and the email address of the staff member who ran each test. While supporting you, HiTek Nova Co., Ltd. uses that data only to provide the support you asked for, and acts as a data processor on your behalf. You remain the controller of it.

5. What we record, and for how long

We record every time one of our technicians is granted access — who they are and when, and keep that for 24 months.

Two things we want to be exact about, because they are limits rather than features:

We do not record which station a technician then connected to. The access we grant is to the support account, and our records show the grant, not the destination.
We do not record or replay what is typed or shown during a support session.

6. Where it runs, and who else is involved

The coordination servers for the private network — the part that lets your station and a technician find each other, and the service that issues technicians their short-lived access certificates — run on Google Cloud Platform (region us-central1, United States). Google is a subprocessor for that hosting.

Connections are encrypted end to end between the technician's computer and your station. Where a direct connection is not possible — for example when your internet provider uses carrier-grade NAT — the encrypted traffic is relayed through that same server. Relayed traffic stays encrypted; the relay passes it on and cannot read it.

7. Turning it off, and removing it

To end access immediately, on the station.

Ubuntu and macOS — in a terminal:

sudo hitekconnect-off

Windows:

Start menu > HiTek Remote Support > Turn Off

The connection drops at once and no technician can reach the station. The support account stays installed so that you can switch support back on when you next need help — which also means turning it off is not the same as removing it.

To remove Remote Support completely, including that account:

Ubuntu and macOS:

curl -fsSL https://hiteknova.com/remove.txt | sudo bash

Windows — in PowerShell, run as administrator:

powershell -ExecutionPolicy Bypass -File "C:\Program Files\HitekConnect\uninstall-remote-support.ps1"

8. Legal basis

Your consent (Article 6(1)(a) GDPR) and, where support forms part of an agreement between us, performance of that contract (Article 6(1)(b) GDPR). You can withdraw consent at any time by turning Remote Support off; that does not affect processing already carried out.

9. Your rights, and how to reach us

You may ask us for a copy of the personal data we hold about you, ask us to correct it, ask us to erase or restrict it, or object to processing (Articles 15 to 21 GDPR). You may also complain to your data protection supervisory authority.

Write to support@hiteknova.com. Please say which station you mean, so we can find the right records.

Earlier versions

If you accepted Remote Support before 14 August 2026, you accepted one of these. They are kept here word for word, because a version number nobody can read back is not a record of anything.

consent-v3-2026-08-13 — corrected the record we describe; published 13–14 August 2026

### Allow HiTek to connect to this station?

You're about to turn on **Remote Support**. This lets a HiTek technician connect to
**this TestPod station** over a secure private connection so they can help you fix a
problem.

**While Remote Support is ON, HiTek can:**
- Connect to **this station only**
- Read its logs, settings and files
- Run commands on it to diagnose and repair it

**HiTek cannot:**
- Reach any other computer, phone or device on your network
- Connect while Remote Support is off
- See your screen (screen sharing is not part of this)

These limits are enforced by the network itself, not just by policy — this station is
not permitted to reach anything else, and the connection ends when you switch it off.

**Your data.** This station may contain personal data (for example device owner
details, IMEI numbers, or test records). While supporting you, HiTek Nova Co., Ltd.
handles that data **only to provide the support you asked for**, and acts as a data
processor on your behalf. We keep a record of **every time one of our technicians is
granted access — who they are and when** — for **24 months**. We do **not**
record which machine they then connected to, and we do **not** record or replay what is
typed or shown during a support session.

**Turning it off.** Open the TestPod menu and choose **Disable Remote Support**. The
connection ends immediately and no technician can reach this station. A support account
stays installed on this computer so you can switch support back on when you need it — to
remove it completely, uninstall Remote Support (`sudo uninstall-remote-support.sh`).

**Questions or want your records removed?** Contact support@hiteknova.com.

By choosing **I Accept**, you confirm you are authorised to allow access to this
computer, and you consent to HiTek Nova Co., Ltd. connecting to it as described
above.

consent-v2-2026-08-13 — in force 13–14 August 2026

### Allow HiTek to connect to this station?

You're about to turn on **Remote Support**. This lets a HiTek technician connect to
**this TestPod station** over a secure private connection so they can help you fix a
problem.

**While Remote Support is ON, HiTek can:**
- Connect to **this station only**
- Read its logs, settings and files
- Run commands on it to diagnose and repair it

**HiTek cannot:**
- Reach any other computer, phone or device on your network
- Connect after you turn Remote Support off
- See your screen (screen sharing is not part of this)

These limits are enforced by the network itself, not just by policy — this station is
not permitted to reach anything else, and access ends when you switch it off.

**Your data.** This station may contain personal data (for example device owner
details, IMEI numbers, or test records). While supporting you, HiTek Nova Co., Ltd.
handles that data **only to provide the support you asked for**, and acts as a data
processor on your behalf. We keep a record of **every connection — which technician,
which station, and when** — for **24 months**, so that you can always ask us
who accessed this station and when. We do **not** record or replay what is typed or
shown during a support session.

**Questions or want your records removed?** Contact support@hiteknova.com.

By choosing **I Accept**, you confirm you are authorised to allow access to this
computer, and you consent to HiTek Nova Co., Ltd. connecting to it as described
above.

consent-v1-2026-07-12 — in force 12 July to 13 August 2026

### Allow HiTek to connect to this station?

You're about to turn on **Remote Support**. This lets a HiTek technician connect to
**this TestPod station** over a secure private connection so they can help you fix a
problem.

**While Remote Support is ON, HiTek can:**
- Connect to **this station only**
- Read its logs, settings and files
- Run commands on it to diagnose and repair it

**HiTek cannot:**
- Reach any other computer, phone or device on your network
- Connect after you turn Remote Support off
- See your screen (screen sharing is not part of this)

These limits are enforced by the network itself, not just by policy — this station is
not permitted to reach anything else, and access ends when you switch it off.

**Your data.** This station may contain personal data (for example device owner
details, IMEI numbers, or test records). While supporting you, HiTek Nova Co., Ltd.
handles that data **only to provide the support you asked for**, and acts as a data
processor on your behalf. We keep a record of every connection and every action our
technicians take, for **24 months**, so that you can always ask us who
accessed this station and when.

**Turning it off.** Open the TestPod menu and choose **Disable Remote Support**.
Access ends immediately. You can turn it on again whenever you need help.

**Questions or want your records removed?** Contact support@hiteknova.com.

By choosing **I Accept**, you confirm you are authorised to allow access to this
computer, and you consent to HiTek Nova Co., Ltd. connecting to it as described
above.

Two of those earlier texts described records and controls that the system did not actually produce — a menu item that does not exist, and a per-station record we never kept. We corrected the words rather than leave the claim standing. That is why the versions are here rather than quietly replaced.