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): 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.

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 based on the assigned mode, user permissions, and endpoint eligibility. This may include 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, and system responses from permitted diagnostic or remediation actions.

This is because system resource information is part of the device data snapshot that is supplied to Tia during a session. In Diagnose mode, Tia may also use permitted read-only actions to collect additional diagnostic information where available.

Tia receives a limited technical device data snapshot automatically at the start of the session and, depending on assigned mode and endpoint eligibility, may use permitted read-only diagnostic actions 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 technical device data snapshot needed for troubleshooting. Additional context, such as screenshots, is only retrieved when explicitly triggered by the user. In Diagnose and Resolve modes, Tia may also receive system responses from permitted diagnostic or remediation actions initiated within the assigned mode and endpoint eligibility controls.

Tia troubleshooting capabilities are mode-dependent. Advise provides contextual guidance, Diagnose performs read-only investigation, and Resolve can perform governed remediation on eligible company-managed endpoints. By default, remediation actions use TeamViewer-reviewed, signed payloads. Administrators can additionally activate a Tia capability to generate system-changing scripts ad hoc. Any system-changing payload requires explicit user approval before execution. Tia activities, approvals, actions, and system responses are recorded through Tia AI Audit Traces integrated with Session Insights.

Separately, in the Tia 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 or off via AI Admin Settings. Where applicable, administrators can also control access to specific Tia modes and capabilities.

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

• By user or role: : Manage who can access AI features, AI-generated outputs, Remote Scripting, Session Insights, and Tia modes.
• By device or group: Define where features are enabled using Policies, including endpoint eligibility for advanced troubleshooting or remediation.
• By feature or mode: Switch AI capabilities on or off via AI Admin Settings and assign Tia modes where applicable TeamViewer AI Security stance 16 Datasheet.
• By Automation Client deployment: Configure deployment logic for eligible managed endpoints through Tia Admin Settings This allows customers to roll out TeamViewer AI in a least-privilege way and align usage with internal governance requirements.

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 Tia Traces. Tia Traces records activities, approvals, actions, and system responses, helping teams review what was recommended, approved, and executed.

Through layered anonymization, data minimization, and admin controls that govern rollout and access to AI outputs. Where AI-supported troubleshooting actions are available, mode-based controls, approval steps, and audit traces support additional oversight.

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 ISO/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

For Tia Resolve, remediation is constrained through administrator configuration, TeamViewer-reviewed signed scripts by default, optional administrator-enabled ad hoc system-changing script generation, explicit user approval for system-changing scripts.