Remote Services Privacy Notice

Lutron respects your privacy and provides you with control of your personal data. This Privacy Notice is intended to assist you in making informed decisions when requesting remote support from the Remote Services team of Lutron Services Co., Inc., a group company of Lutron Electronics Co., Inc. Please take a moment to read and understand this Privacy Notice. This Privacy Notice explains the data we collect and how we use that data. The primary purpose of collecting data is to provide you with the capability to receive remote support via a remote access session.

Lutron is committed to the security and privacy of our customers’ information.

We design with security and privacy in mind.

The information we gather is used to enhance the Lutron brand experience for the customer.

We are transparent about the information we collect and how we use it.

If you use other Lutron products, software, or Apps see the privacy notifications for the product, software, or App you are accessing.

What Data categories do we collect, for what purpose, and who do we share it with?

Category:	Purpose:	Disclosed to:
Business account and building/facility information and identifiers you provide:	To contact you, to access your account, and to send emails to you,	Third-party providers, to include: Cloud service providers if product offers internet connectivity. Service providers that assist us in sending you emails.
	Documenting the location of the project (optional—only utilized with select products).
Lighting and system technical information, which includes electronic and network internet activity:	To monitor the system for its performance and to provide system functionality.	Third-party providers, to include: Cloud service providers, if internet connectivity is available. Third party integrators, if you have requested this functionality. Should you request technical assistance, we may share your system log files with service providers that assist with troubleshooting your issue. Service providers which monitor for up-time reliability and system security.

What Data Do We Collect?

Your data you provided to request remote support services:
In order to receive any remote service, you need to provide your contact information including name, phone number and email address as well as a valid Lutron Job Number. With this information, Lutron will create a Remote Session Security Verification (RSSV) form for your job and send it to you. You need to complete the Remote Session Security Verification form, sign it and return it to Lutron before the session begins.
Lutron may use this data for the following purposes:
1. To contact you via email to ask you to complete a post-session survey regarding the service you were provided and your satisfaction level.
2. To contact you via email for security related communications. As an example of security related notifications, we may send an email containing information about security updates that have been made to your Lighting Control System (LCS) components that you could request to have applied by our service team.
3. To contact you via email regarding warranty information and important service updates, such as warranty expiration dates, upcoming training information, technical support information, etc.
4. To email you marketing communications, such as information about Lutron and third-party products. You may unsubscribe from these marketing emails at any time by clicking “unsubscribe” in the email.
5. For US and Canadian contacts only, to phone or email you regarding additional products and services available that you can purchase.
The legal basis for use of your personal data is to perform our obligations in accordance with any contract that we may have with you, to provide you with the functionality you requested, or to deliver sales and marketing information as consented to by you.
A recording of the remote session:
When using GoTo Rescue, a recording of the remote session is created. Only the video portion of the remote session is recorded. The audio portion is not available to be recorded. This recording is kept on a secure server for 180 days, after which it is permanently destroyed.
Lutron uses this information to:
1. Assist the remote service technician recall the events of the session so that the Work Order Details can be documented. A copy of the Work Order with these details is sent to the Site Contact and Scheduling Contact once the Work Order is completed.
2. Assist the security team with a record of events in the event there is a reported security incident.
The following is required to be provided to European Union (“EU”) users: The legal basis for use of such personal data is to perform our obligations in accordance with any contract that we may have with you, to provide you with the functionality you requested, or to deliver marketing information as consented to by you.

Customer-specific Quantum and associated log files

We retain the following information that has been designated as possibly containing Personal Information/Data Subject data:

Personal Data Name (Including Support Files)	Data Description
Job Name	The name of the project as provided by the customer
Job Number	Job Number The Lutron-generated number associated with the project
Job Location	Address of the project
Case Number	Lutron-generated number used for tracking problem jobs
Quantum Database	Customer configuration information contain in SQL Server database
Processor Event Log	Text file containing historical events that occurred on a quantum processor
GUI Logs	Text file containing historical events that occurred while using the user interface
Text file containing historical events that occurred while using the user interface	Text files containing historical events that happened during a transfer of a database to processor(s)
Backup of ELMAH SQL Server database	Database used for version history
Backup of Q-Admin SQL Server database	Database used for historical information
Windows Event Viewer Log (System & LSM)	Text file containing historical information about Windows operating system
Wireshark capture	Text file containing network traffic information
iTunes log	iTunes log Text file containing information about Q-Control app
Local Area Network Address	Local Machine address used to allow remote connectivity software to access the machine

We use this data for the purpose of troubleshooting and diagnosing any issues that require additional assistance for our Engineering team. In order to properly diagnose an issue, replication of the exact site conditions is required. We also use this data to provide a securely archived recovery point in the event of a catastrophic failure of your server. The data can also be used to identify ways to better optimize the Quantum software suite. We do not sell this data.

The following is required to be provided to European Union (“EU”) users: The legal basis for use of such personal data is to perform our obligations in accordance with any contract that we may have with you, in this case to troubleshoot any issues that arise and better optimize the software.

Getting help from us
In the event you decide to contact us for assistance, we will collect data that you decide to provide to us. We may collect your name, email address, phone number and the content of any discussion, email, or chats. You may request assistance from us by sending additional information or files to assist in troubleshooting. For select technical issues, we may share your data with third-party contractors.
The following is required to be provided to European Union (“EU”) users: The legal basis for use of your personal information is to perform our obligations in accordance with any contract that we may have with you. In this case, it is to provide the services you have requested.

To request a copy of your data, request to have your personal data erased, or for other privacy inquiries contact us at:

For privacy inquiries, generally we will verify you by confirming at least two (2) pieces of your provided personal information with information maintained by Lutron. Depending on the nature of your request we may need to implement heightened processes to verify your identity. Should you use an authorized agent to initiate a data request on your behalf, you will need to coordinate the sending of the required account verification information to us with your authorized agent.

Again, please be sure to include the nature of your request. You will not receive a differing level of service if you initiate a data request.

We are required to advise residents of California that they may request the following

A copy of your personal information collected by Lutron
Deletion of your personal information;
Opt-out of the sale of personal information;
Correction of inaccurate personal information;
Limit the use and disclosure of sensitive personal information.

The following is required to be provided to EU users regarding Data access and rights:

You have the following rights in relation to the personal information we hold about you:

Your right of access. If you ask us, we’ll confirm whether we’re processing your personal information and, if so, provide you with a copy of that personal information (along with certain other details).
Your right to rectification. If the personal information we hold about you is inaccurate or incomplete, you’re entitled to have it rectified. If we’ve shared your personal information with others, we’ll let them know about the rectification where possible. If you ask us, where possible and lawful to do so, we’ll also tell you who we’ve shared your personal information with so that you can contact them directly.
Your right to erasure.You can ask us to delete or remove your personal information in some circumstances such as where we no longer need it or if you withdraw your consent (where applicable). If we’ve shared your personal information with others, we’ll let them know about the erasure where possible. If you ask us, where it is possible and lawful for us to do so, we’ll also tell you who we’ve shared your personal information with so that you can contact them directly. Upon deleting your personal information, backups of personal information may linger for a bit with us before they are deleted. Also, we may need to retain certain data if required to do so for legal reasons.
Your right to restrict processing. You can ask us to ‘block’ or suppress the processing of your personal information in certain circumstances such as where you contest the accuracy of that personal information or you object to us processing it. It won’t stop us from storing your personal information though. We’ll tell you before we lift any restriction. If we’ve shared your personal information with others, we’ll let them know about the restriction where it is possible for us to do so. If you ask us, where it is possible and lawful for us to do so, we’ll also tell you who we’ve shared your personal information with so that you can contact them directly.
Your right to data portability. You have the right, in certain circumstances, to obtain personal information you’ve provided us with (in a structured, commonly used and machine-readable format) and to reuse it elsewhere or to ask us to transfer this to a third party of your choice. We will provide the information in a common industry format to you via email upon your request.
Your right to object. You can ask us to stop processing your personal information, and we will do so, if we are:
1. relying on our own or someone else’s legitimate interests to process your personal information, except if we can demonstrate compelling legal grounds for the processing;
  or
2. processing your personal information for direct marketing.
Your rights in relation to automated decision-making and profiling. You have the right not to be subject to a decision when it’s based on automatic processing, including profiling, if it produces a legal effect or similarly significantly affects you, unless such profiling is necessary for entering into, or the performance of, a contract between you and us.
Your right to withdraw consent. If we rely on your consent (or explicit consent) as our legal basis for processing your personal information, you have the right to withdraw that consent at any time.
Your right to lodge a complaint with the supervisory authority. If you have a concern about any aspect of our privacy practices, including the way we’ve handled your personal information, EU users can report it to the data protection authority within your country.

International transfers of personal data

Some of the Lutron group entities and service providers are in the United States and India. We may share your system log files with them and with a contractor located in India for select technical issues.

The following is required to be provided to European Union (“EU”) users: If you are an EU citizen/resident in the EU, please note that we will transfer your personal data to the United States and/or India in accordance with EU data protection law requirements by using standard contractual clauses that have been approved by the European Commission. Such a transfer may also be necessary in order to perform a contract with you/fulfil your request and/or through obtaining your explicit consent.

How long do we keep your personal information & how do we protect it?

We retain the information listed in What Data Do We Collect? above. This information will be retained until (10) ten years after system obsolescence or until you request to have your personal data erased.

Lutron takes security very seriously and we follow industry best-practices around securing data, monitoring for potential abuse, and updating systems. We do not collect more personal data than we need to fulfil our purposes stated in this Privacy Notice and we will not retain it for longer than is necessary.

About us

Lutron Electronics Co., Inc. is headquartered in Coopersburg, Pennsylvania, United States. We are approximately 60 miles north of Philadelphia. We are an industry leading manufacturer of lighting control systems and have been in business for more than 50 years.

This Privacy Notice provides a list of the categories of personal information, sources of that information, and sharing of that personal information for the past 12 months. This Privacy Policy also provides advanced notice of our intended uses of any subsequently provided personal information.

The following is required to be provided to EU users:

When we transfer personal data from the EU to the United States and India, we use contractual clauses process approved by the European Commission.

For EU regulatory purposes, the data controller is:

Lutron Electronics, Co., Inc.
Attn: Data Privacy
7200 Suter Road
Coopersburg, PA 18036 USA

Changes to this Privacy Notice

To ensure that you are always aware of how we use your personal information we will update this Privacy Notice from time to time to reflect any changes to our use of your personal information. We may also make changes as required to comply with changes in applicable law or regulatory requirements. We will notify you by e-mail of any significant changes. However, we encourage you to review this Privacy Notice periodically to be informed of how we use your personal information.

Lutron is a trademark or registered trademark of Lutron Electronics Co., Inc., in the US and/or other countries.