vScope users can request online support directly from vScope through the Online Support option. The online support feature can automatically submit additional information from the vScope installation for faster trouble shooting. When this option is enabled vScope sends additional data from the vScope installation to our technicians. This way they are better served to answer questions fast and to find and correct potential bugs which otherwise may be hard to reproduce in our own environment. Debug data is only used for technical support purposes.
The additional data is not sent to InfraSight Labs in the support email itself. Instead it is encrypted and sent though a secure connection to InfraSight Labs log servers at the same time as the support email is sent.