TeamViewer AI security, privacy, and customer control

Administrators control AI rollout and access through settings, permissions, and policies. Data collected and processed depends on the AI workflow:

• Session Insights (documentation): Captures session interactions needed to generate summaries and action steps, with anonymization applied before broader processing.
• Tia (troubleshooting): Depending on the assigned mode, user permissions, and endpoint eligibility, Tia may use device context, a limited technical device data snapshot taken at session start, screenshots only when explicitly triggered by the user, in-session conversation context, permission-based Session Insights, and system responses from permitted diagnostic or remediation actions. Tia does not collect user content, personal documents, communication data, keystrokes, or activity data as part of the device data snapshot.
• AI-assisted scripting: Uses user prompts and optional context from prior Session Insights to generate script drafts.

AI data is processed according to the workflow. Session Insights data is first captured and anonymized on the TeamViewer client using a rule-based anonymization layer, with additional anonymization in cloud-based services. Tia troubleshooting uses controlled inputs based on assigned mode, user permissions, and endpoint eligibility. Advanced troubleshooting actions run locally through the TeamViewer Automation Client on eligible managed endpoints, while remote connectivity continues to use the existing TeamViewer connectivity architecture. AI-assisted scripting uses prompts and optional Session Insights context to generate script drafts.

Yes. TeamViewer uses third-party LLM services (Azure OpenAI and Google Gemini) under defined conditions to deliver AI outputs. For Session Insights, data is anonymized before broader processing, and the workflow uses encrypted transport (HTTPS/TLS).

TeamViewer third-party sub-processor details and terms are available here: 
https://media.teamviewer.com/is/content/teamviewergmbh/teamviewer/central-image-hub/pdf/en/teamviewer-third-party-terms-en.pdf

Yes.

• In transit: Data is encrypted using HTTPS (TLS) between TeamViewer clients, TeamViewer cloud services, cloud storage, and AI services (as shown in the Session Insights architecture).
• At rest: Cloud storage uses industry-standard AES-256 encryption (as stated).
• Additional protection: Session Insights and relevant Tia tenant data are protected by client-side encryption, where applicable.

Session Insights and Tia use a public key obtained by the client over HTTPS. The corresponding private key is stored in encrypted form and additionally safeguarded by a key held in a certified Hardware Security Module (HSM). Before use, the private key is securely unwrapped within the HSM, and all HSM operations are fully audited.

• Session Insights: Outputs (summaries/action steps) are stored in the tenant cloud and access is governed by user permissions via Admin Settings.
• AI-assisted scripting: Generated scripts are stored in the tenant cloud Script Database for review, reuse, and controlled execution.
• Tia troubleshooting: Tia traces are stored in tenant storage and governed through permissions, including Session Insights access permissions where applicable

We store tenant data for the duration of your contract, unless you choose to delete it beforehand. Customers can delete stored AI-related artifacts, such as Session Insights and scripts, in bulk at any time via administrative controls.

Upon termination of the contract, customers can export or extract their data in accordance with applicable requirements, including the EU Data Act where relevant. After termination, TeamViewer will handle remaining data according to the agreed retention and deletion process, subject to applicable legal and contractual retention requirements.

Data is anonymized on-device before broader processing and undergoes additional anonymization in cloud-based systems. Before and after cloud-based processing services are used, data remains handled in encrypted form. Any decrypted processing is limited to what is technically necessary to generate the requested output, and data is not retained in decrypted form beyond service delivery. For Tia troubleshooting, advanced diagnostic and remediation actions run locally through the TeamViewer Automation Client on eligible managed endpoints. TeamViewer AI Security stance 14 Datasheet System responses are forwarded back into the Tia workflow and recorded through Tia Traces.

No. TeamViewer does not use customer data to train AI models. If we ever consider using fully anonymized data to train our AI models, this would only be done with strict safeguards, clear transparency, and updates to our documentation and applicable terms before any change takes effect.

Any such change would be reflected in our documentation and applicable terms.