Support tool logs - what information do they provide about my computer?

Whatandwhy

I have been asked by Bitdefender Support to provide a support tool log so that a question I have raised can be dealt with.

Before I do so I would like to know just how much information about my computer will be provided to Bitdefender staff in that log? For example, do I need to be concerned that any private information or passwords will be passed on via the log?

Thanks for any advice.

Whatandwhy

Thanks very much @Alexandru_BD for your comprehensive response. I really appreciate it.

Flexx

https://community.bitdefender.com/en/discussion/94744/support-tool-logs-what-information-do-they-provide-about-my-computer

The Bitdefender Support Tool utility is used by the Bitdefender support team to diagnose and troubleshoot Bitdefender installation failures or product issues on Windows computers. The tool gathers logs and product usage information, necessary for further investigation.

More information as to what is collected in support tool logs can be provided by @Alexandru_BD or @Mike_BD

Regards

Whatandwhy

Thank you Flexx. I will await a response from @Alexandru_BD or @Mike_BD.

Alexandru_BD

Hello @Whatandwhy,

When you use Bitdefender products it is possible to share with us some technical details, such as data for identifying the device (UUID), the infected URL you reported or IP addresses. If you use a Bitdefender product that integrates with your email server, some technical data of the infected files could be send to us, including data such as sender, recipient, subject or attachment. The BDsysLog for example, is a malware analysis tool created by Bitdefender Labs. It performs a deep scan of critical system areas to enable security experts to identify evasive and unknown malware threats on your PC.

When you contact Bitdefender support claiming suspicious malware-like behavior, a representative may ask you to provide detailed information about the computer behavior and may request additional logs for troubleshooting purposes. If you use one of our mobile Bitdefender Solution, we may collect installed application information whenever scans are performed, to check against the latest threat information available and warn you if alleged malicious apps are found. In most cases, all these technical data may not lead to your direct or indirect identification, but in some very specific cases, computer specialists might be able to identify a specific user. Therefore, we treat all such information as personal data and protect it as such.

This technical data is solely used for the purpose of information and network security by correct and efficient operation of the products and services, according to the technical specifications, and their improvement, including by analyzing the reported security issues. This includes delivering and customizing related services. In addition, we may use this information for statistical purposes and improving the quality of our products.

The legal basis for processing these data is performance of a contract to which the data subject is part of.

No passwords are being collected via the support tool.

Regards