Hero highlight: AI capabilities

TeamViewer AI security, privacy, and customer control

TeamViewer AI helps support teams work smarter by automating documentation, guiding troubleshooting, and accelerating scripting, all while maintaining built-in security and privacy.

Analyse data with Tia

Security and data-handling at a glance

  • Tia is strictly read-only: it cannot take actions on devices; it only retrieves defined, clearly constrained data points and user-triggered screenshots.
  • TeamViewer protects data with client-side encryption and HSM-protected key handling with audited operations.
  • Data is encrypted in transit (HTTPS/TLS) and at rest (AES-256).
  • Admins control rollout and access via settings, permissions, and policies.
  • EU-27 data storage on Microsoft Azure.

Built for enterprise environments

TeamViewer AI follows clear principles designed for security, governance, and practical adoption.

  • Data privacy

    We minimize data processed per workflow and anonymize where applicable. Data handling is designed to support privacy requirements in enterprise environments.

  • Customer control

    Admins manage rollout and access via settings, permissions, and policies. Tia is strictly read-only and cannot apply changes on devices.

  • Secure by design

    Data is encrypted in transit (HTTPS/TLS) and at rest (AES-256). Any data from TeamViewer client comes with client-side encryption (CSE) with HSM-protected key handling.

  • Transparency and auditability

    Clear boundaries on what AI can access and produce. Outputs and logs support oversight, reviews, and compliance processes.

AI data handling at a glance

Explore how each AI workflow saves you time, handles your data, and gives you clear control over how it operates.

Session documentation

(Session Insights)
In-session troubleshooting

(Tia)
AI-assisted scripting

(Session Insights and Tia)

What it does

Creates structured session summaries and action steps.

Guides troubleshooting during a live session.

Helps draft automation scripts faster, including from past Session Insights.

Inputs

Session interactions captured during the remote session, with on-device anonymization.

Technical device data snapshot, user-triggered screenshots, in-session conversation context, and permission-based Session Insights.

User prompts and optional Session Insights context.

Outputs

Session summary, action steps, and labels.

Recommendations and guided steps.

Script drafts stored for review.

Key controls

Admin rollout, user permissions, policies.

Strictly read-only design, defined technical data scope, admin permissions, and policy-based access boundaries.

Remote Scripting permissions.
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How each AI workflow handles data

Explore how each AI workflow saves you time, handles your data, and gives you clear control over how it operates.

Session Insights

Session documentation

Session documentation protected with client-side encryption
 
  • Session data is anonymized on the client before leaving the endpoint (rule-based masking).
  • Session data is protected using client-side encryption (CSE).
  • The public key is obtained over HTTPS, and the private key is protected and unwrapped in a certified HSM with audited operations.
  • Additional anonymization is applied through cloud-based services (non-public details available under NDA).
  • Data is encrypted in transit (HTTPS/TLS) and at rest (AES-256).

Policy-controlled session summaries, protected end to end with anonymization and encryption.
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Tia

In-session troubleshooting

Tia is strictly read-only by design
 

  • Tia is strictly read-only. It cannot execute code, install software, or modify systems.
  • At the start of the session, Tia receives a limited technical device data snapshot to support troubleshooting.
  • Screenshots are only retrieved when explicitly triggered by the user.
  • Tia can also use in-session conversation context and permission-based Session Insights visibility.
  • Tia does not collect user content, personal documents, communication data, keystrokes, or activity data.

Tia's approach to troubleshooting is focused on the technical system data, not on user content or personal activity.
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Session Insights and Tia

AI-assisted scripting

Scripts are drafted faster, execution stays permission-controlled
 

  • AI helps generate script drafts from prompts and optionally from prior Session Insights.
  • Scripts are stored in the tenant cloud Script Database for review and reuse.
  • Execution is not performed by Tia—scripts are run by authorized users through Remote Scripting.
  • Access is governed by Remote Scripting and Session Insights permissions.

Script drafts are generated, stored, and executed through permission-controlled workflows.
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Frequently asked questions

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): Uses a limited technical device data snapshot taken at session start, screenshots taken only when explicitly triggered by the user, Tia conversation history, and permission-based Session Insights. It does not collect user content, personal documents, communication data, keystrokes, or activity data.
  • AI-assisted scripting: Uses user prompts and optional context from prior Session Insights to generate script drafts.

Session data is first captured and anonymized on the TeamViewer client using a rule‑based anonymization layer. Sensitive elements (including emails, URLs, passwords, credit card numbers, and IPs) are removed before leaving the endpoint. Additional anonymization occurs in cloud‑based services.

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://teamviewer.scene7.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 Tia data is protected by client-side encryption (CSE).  

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.  

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.

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.

Expand FAQs?

Prompts and outputs are processed only within the TeamViewer service environment and are not shared with other customers. They are not used to train or improve external AI models. TeamViewer may use fully anonymized data to monitor the performance and reliability of its services, always with appropriate safeguards in place.

Tia uses information from within the TeamViewer environment, including:

  • A device data snapshot automatically taken at the start of the session
  • Screenshots only when explicitly triggered by the user
  • In-session conversation context
  • Past Session Insights, where the user has permission to access them  

This is because system resource information is part of the device data snapshot that is supplied to Tia during a session.

Tia receives a limited technical device data snapshot automatically at the start of the session to support troubleshooting. This snapshot may include:

  • Hardware information such as device model, manufacturer, serial number, CPU, RAM, storage, graphics, monitors, network adapters, and BIOS version
  • Operating system information such as OS name, version, build, language, locale, time zone, and system uptime
  • Installed software and drivers, including application and driver names, versions, publishers, and install dates
  • System services, including service name, type, and state
  • Network and security state, such as adapter type/model, local IP/subnet, and firewall active state
  • Battery and device status, such as battery charge level and device uptime
  • Non-personal user environment settings, such as language and time zone
  • It does not include user content, personal documents, communication data, keystrokes, or activity data.  

At the start of the session, Tia automatically receives a limited device data snapshot containing technical system and configuration information needed for troubleshooting. Additional context, such as screenshots, is only retrieved when explicitly triggered by the user.

None of the AI features take automatic action on the device. Tia does not have real-time access to the device, neither in read-only nor in write form. It operates on a limited technical device data snapshot taken at the start of the session and on screenshots only when explicitly triggered by the user. Tia can provide guidance and recommendations, but it cannot execute code, install software, or modify systems.

In the scripting workflow, AI can generate script drafts, but execution remains under user control and approved workflows. Scripts are stored for review and can only be executed through permission-controlled Remote Scripting.  

Admins can switch AI functionalities on/off via AI Admin Settings.

Yes. Administrators can control AI usage through Admin Settings with granular access boundaries, including:

  • By user or role: Manage who can access AI features and AI-generated outputs via User Permissions.
  • By device or group: Define where features are enabled using Policies (for example, exclude specific devices or device groups from Session Insights data collection).
  • By feature: Switch AI capabilities on or off via AI Admin Settings.

This allows customers to roll out TeamViewer AI in a least-privilege way and align usage with internal governance requirements.  

You can validate outcomes through controlled artifacts:

  • Session Insights summaries/action steps (permission-controlled).
  • Generated scripts stored in the tenant script database (reviewable/reusable).
  • Tia context sources are limited to the defined inputs (chat context, device data snapshot, user-triggered screenshots, permissioned Session Insights).  

Tia is limited to a defined set of technical device data, user-triggered screenshots, in-session conversation context, and permission-based Session Insights. It does not collect user content, personal documents, communication data, keystrokes, or activity data. The technical device data it uses is information that a support agent could also view during a standard remote support session.

Through layered anonymization (on-device and additional cloud-based anonymization), data minimization, and admin controls that govern rollout and access to AI outputs.

Request via TeamViewer’s Trust Center: compliance.teamviewer.com.

Request via TeamViewer’s Trust Center: compliance.teamviewer.com.

Yes. TeamViewer has established an AI Management System (AIMS) aligned with IEC 42001. Certification is in progress (not yet completed as of the date of this document).

In addition, TeamViewer follows recognized security best practices as part of our secure development lifecycle, including relevant guidance from OWASP (including LLM security guidance where applicable), NIST, and CIS benchmarks, as well as recommendations from the Cloud Security Alliance (CSA) for AI security and governance.  

TeamViewer uses a layered defence approach to reduce the risk of misuse and abuse of AI capabilities. Depending on the workflow, protections may include:

  • Prompt injection protections and jailbreak resistance measures
  • Hallucination mitigation (for example, guardrails and constrained tool access)
  • Rate limiting, abuse detection, and monitoring
  • Logging to support investigation and governance
  • Human override and approval controls, for example permission-controlled script execution