GDPR and remote video support: what your end customers must know
Updated: 2026-05-22
Remote video support processes personal data — video, audio, and optionally one GPS snapshot. Assistance Leagora is designed for proportionate collection: browser sessions with explicit GPS consent, no video recording by default, strictly necessary cookies only, and hosting in France/EU. Provide end customers clear information via your privacy notice and the platform's end-user terms; avoid filming beyond what diagnosis requires.
Small businesses delay remote video support because legal feels harder than the technology. GDPR does not forbid seeing a customer's boiler on camera — it requires transparency, lawful basis, and minimal data. This guide translates obligations for property managers, rental fleets, and after-sales teams without a in-house DPO.
What personal data a support session processes
Live video and audio may show the customer, their home, and serial numbers. GPS capture — optional on Business+ — adds location once at connection.
Chat text and session metadata (time, equipment ID) also qualify as personal data when linked to an identifiable individual.
Lawful basis and transparency
Contract performance or legitimate interest often applies to after-sales support; document your choice in your privacy policy.
Before the session, customers should know who operates the service, why video is used, and how long logs are kept. Link to your notice from invitation messages.
GPS consent: one capture, no tracking
Assistance Leagora requests explicit consent before reading smartphone GPS. One snapshot supports dispatch; there is no continuous background tracking.
This design supports data minimisation — location only when relevant to the incident.
Recording, cookies, and subprocessors
Video is not stored by default. If you enable recording, obtain additional consent where required and define retention.
Cookies are strictly necessary for session operation — no advertising trackers. Hosting uses EU providers (OVH, Hetzner, Iliad); review `/confidentialite` and end-user CGU templates.
How Assistance Leagora helps
Assistance Leagora embeds privacy-by-design choices:
- No session recording unless explicitly enabled
- Explicit GPS consent — single capture, no continuous tracking
- Hosting in France/EU with Galène open-source engine
- DTLS/SRTP encryption on media streams
- End-user terms templates for customer-facing legal clarity
Expected results
- Cost : Avoid ad hoc use of non-compliant consumer tools that trigger audit rework or fines.
- Field trips : Lawful GPS snapshot supports dispatch without illegal tracking infrastructure.
- Customer satisfaction : Clear information builds trust — customers grant camera access when purpose is explained.
Frequently asked questions
Do we need consent for every video session?
Customers actively join and grant browser camera/microphone permission — document this in your privacy notice alongside your lawful basis.
Can we keep recordings for training?
Only with a valid legal basis and clear consent for recording. Default platform behaviour stores no video.
Is GPS mandatory for customers?
No. GPS is optional and requested separately with explicit consent on supported plans.
Where is data hosted?
France and European Union datacentres via OVH, Hetzner, and Iliad — not US consumer cloud defaults.
What should end-user terms cover?
Session rules, privacy contact, purpose of video/GPS, and customer rights — Assistance Leagora provides adaptable end-user CGU models.
Compliance enables remote video support; it does not block it. Review your privacy notice, then test Assistance Leagora free with end-user terms in place.
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