01 Before a session
- Only help people who asked you, or who know you and expect you. Never contact strangers to offer help.
- Say who you are and, if you help for an organization, which one. Your Arcnode Account name must be your own name or your organization’s.
- Explain what you will do and roughly how long it takes, before you send a code.
- Send the code yourself, through a channel the person knows is you, and tell them it works once and for 10 minutes.
- Read out the 6-digit Verification Code when they ask, and tell them not to allow the session if it differs.
- Ask only for what you need. View first; control and clipboard only when needed.
02 During a session
- Ask before you do more. Request control, clipboard, files, privacy mode or the camera only when needed, and say why. Accept a “no”.
- Tell them what you are doing, especially before you install, delete or change something.
- Explain privacy mode before you use it: their screen is covered and their keyboard and mouse pause for the time they agree to; they can always disconnect or ask to see the screen, and Ctrl + Alt + Del always works. Keep it as short as possible and never use it to hide what you do.
- Stay out of private things. Don’t open files, mail, photos or accounts you don’t need. If they need to type a password, look away or let them use privacy mode at their own request.
- Never ask them to log in to their bank, read out bank codes or passwords, or make a payment while you are connected.
- Only send files they expect and you trust. Never send programs you can’t vouch for.
03 After a session
- End the session when the job is done, and tell them it has ended. Don’t leave a session open in the background.
- If you have any-time access you no longer need, tell them and ask them to remove you in Settings.
- Summarize what you changed, and how to undo it where possible.
- Don’t keep anything you saw. Delete files you received once they are no longer needed, unless the person or your organization agreed otherwise.
04 Any-time access
- Ask for it only for a computer you look after regularly, explain what it means and how to turn it off (tray icon or Settings), and accept a no.
- Respect the limits and end date they choose, and stop when they ask, even if you could still connect.
- Connect only for the agreed purpose. Where possible, let them know when you connect.
- Protect your Arcnode Account with two-step verification: any device signed in to it can reach every computer that trusts you.
05 Never
Grounds for removing helper access
- Connect, or ask someone to allow a session, under false pretenses.
- Pose as Arcnode, Microsoft, a bank, an authority or anyone else, or say that Arcnode sent you.
- Ask for or take payment, gift cards, crypto or bank details through a session, or have the person pay anything while you are connected. If you charge for your help, agree on it and invoice it outside the session.
- Monitor someone, read their messages or track them, with any-time access or otherwise.
- Install software that hides itself or gives anyone else access.
- Pressure, rush or frighten someone into allowing more access.
06 Helping for an organization
If you help customers for an organization, follow its instructions and its privacy notice too. The organization is responsible for what its helpers do and for the personal data they see; Arcnode Network offers it a Data Processing Agreement. Tell the person which organization you help for and how they can reach it afterwards.
07 Reporting and questions
If you see a helper break this code, or someone used Arcnode Remote against you, report it as described in the Acceptable Use Policy:
Arcnode Network, Netherlands
legal@arcnode.dev