Hi there, and congrats to you. You have decided to install Telenet Safespot and invest in your security.
How does Telenet Safespot work? Telenet Safespot is a security software for both network security and security on your end devices. Network security is provided by software that is installed on your Telenet modem to protect your entire in-home network. To be more precise, it is installed on the router that is part of your modem. This advanced software scans the internet traffic from and to the devices connected to your modem and accessing internet (like computers, smartphones, smartwatches, smart thermostats, baby monitors, …). It immediately blocks what is not welcome, such as viruses, hacking, phishing, malware and other cyber hazards.
When you purchase Telenet Safespot you will receive (via SMS) the code to enable you to install the Telenet Safespot management app. Via the management app you can monitor the activity. Telenet Safespot also enables device fingerprinting, it identifies devices connected to the modem and displays them in a dashboard (visual in the management app). It alerts you when a device leaves or is added. It also enables you to block a device.
The protection of end devices is done by the Telenet Safespot guard app which is installed on your end devices. You can only install this app after you have received the invite to do so from the management app (it will send you the installation code). The Telenet Safespot guard app is an antivirus program that blocks phishing and malware locally on your device, through scanning of the internet and e-mail traffic from and to your device. The app protects your devices at home and on the go (when you are not at home and not connected to your modem).
B. Who is responsible for the processing of your data?
Telenet bvba, with its registered office at Liersesteenweg 4, 2800 Mechelen, and registered in the Crossroads Bank for Enterprises (CBE) under number 473.416.418 (hereinafter referred to as “Telenet”) is the data controller of your personal information. This means that Telenet determines the objectives and resources used to process your personal information.
You also have some obligations towards the end users that you allow to use the Safespot products that you purchased. These are described in the next bullet.
C. Your responsibilities towards end users
To be more precise, you have the following responsibilities:
First of all we want you to know that content is never opened nor processed. Telenet Safespot processes that you visit YouTube, but it does not see which movie you watch on YouTube. Or it processes that you visit the website of a bank, but it does not see your personal customer zone (so it has no access to your bank account). We do not read your e-mails but we scan them to find phishing mails or false ads & block these suspicious e-mails.
Location data like your GPS coordinates is never collected. Please note that when you install the management app and/or the guard app on an Apple device, Apple asks you to agree to share your location data. Apple considers the fact that you are connected to the Wi-Fi network and to which Wi-Fi network as location data.
Also, we do not process any sensitive data including data about your racial or ethnic origin, political views, sexual preferences and health.
Data processed through the software agent on the modem:
The Telenet Safespot software agent scans your internet traffic, better said, it deep dives into your TCP/IP traffic. It wants to make sure that you do not visit malicious websites (so it analyses the websites you visit) and it monitors the load of your traffic (if your smartwatch suddenly starts to show a high peak in traffic, it may be hacked and used for a DDOS attack, the agent can block this device & make sure it cannot communicate to your other devices on the network). The data processed here is the URL, IP address, MAC address, ports, DNS requests, domain visited (e.g. Facebook), domain category (e.g. social media), date and timestamp, volumes, packet metadata, router ID, overall network bandwidth stats, Tx/Rx packets/bytes, Safespot device ID, hostname, device type, DHCP options, user agent, last connection time, device stats/bandwidth, device wifi signal, connection type (this is a non-limitative list).
The software agent also identifies the devices connected to your modem (we call this fingerprinting). It allows you to see, in the management app, which devices are connected to your network and which devices are showing strange behaviour. It enables you to block access to your network. It collects several technical data like the hostname, software version, firmware, manufacturer, device creation data, device last update date, model, MAC address, IP address, DHCP request, user agent, UNpN, devices display name (the nickname given to the device), banner grabbing, ICMP, SSDP user agent, device traffic signature data, network ID and Telenet Safespot device ID (this is a non-limitative list).
Data processed through the Telenet Safespot management app:
In the management app you can monitor the Telenet Safespot activity and see how the devices connected to your network are doing. You can also invite devices to install the Telenet Safespot guard app.
We also collect and process analytical data on the use of this app like which device installed the app (& when), how you navigate, which features you use & when you use it. For this purpose the following data is collected: the OS of your device, the MAC address, data & timestamp (this is a non-limitative list).
Data processed through the Telenet Safespot guard app:
This advanced antivirus program that you install on your laptops, tablets and smartphones protects your devices on any internet network, at home and on the go. It protects your device from trojans, viruses, rootkits, spyware, adware and so on. This antimalware protection consists of automatic file scan, real-time email and web traffic scan, real-time monitoring of running applications and on-demand scans. It operates through a local VPN. This means that your traffic is send via the Telenet Safespot guard app for scanning. Please note that this is a local VPN, your traffic does not leave your device for scanning (the scanning is performed on your device).
The file scan prevents malware threats from entering the system by scanning local and network files when they are accessed (opened, moved, copied or executed), boot sectors and potentially unwanted applications (PUA). The functionality can also be triggered on demand and will identify the same type of threats for the desired location on the local computer. The program continuously monitors applications running on the endpoint for malware-like actions. Advanced Threat Detection will automatically try to disinfect the detected file.
Part of the traffic scan is preventing malware from being downloaded by scanning incoming e-mails and web traffic in real time. Outgoing e-mails are scanned to prevent malware from infecting other end points.
The data processed is the accessed URL, IP address, MAC address, Telenet Safespot device ID, device type, OS version, ports, DNS requests, date and timestamp, volumes, file path-, name- & attributes, last file write time, signatures version (this is a non-limitative list).
We also collect and process analytical data on the use of this app like which device installed the app (&when), how you navigate, which features you use & when you use it. For this purpose the following data is collected: the OS of your device, the MAC address, data & timestamp (this is a non-limitative list).
The legal ground for the collection and processing the data retrieved via the software agent, the manager app & end point solution (the Telenet Safespot guard app) is contract performance. We cannot deliver you the service you have purchased if we cannot process your data.
The data retrieved via the software agent, the manager app & end point solution (the Telenet Safespot guard app) is solely used
The data retrieved via the software agent, the manager app & end point solution (the Telenet Safespot guard app) is not used for commercial reasons (including profiling you for marketing purposes or providing you direct marketing). Nor is it used for automated decision making with legal consequences or affecting you to a significant extent.
A. Our technical and organizational measures
The data retrieved via the software agent, the management app & end point solution (the Telenet Safespot guard app) is stored on our well protected cloud hosted by Amazon Web Services. The number of internal and external employees that has access to your personal information is restricted and our employees are carefully selected. They are only granted access to your personal information insofar as they require this information to complete their duties properly. Data transfer proceeds via APIs that are TLS protected.
The software on our products is constantly kept up-to-date.
B. Telecommunication secrecy
Your personal communications are confidential. We are able to process metadata (i.e. the data, which is processed to technically facilitate the communication), but the existence and the content of the personal communications, which pass over our network (for example: e-mails) are protected by provisions governing telecommunication secrecy. Telecommunication secrecy means that, outside the exceptions summarized by law, Telenet is not permitted to have knowledge of the existence or the content of such communication. Telenet has taken the necessary security measures and given adequate instructions to its staff to observe telecommunication secrecy.
A. Data transfers
We do not sell any personal information to third parties without your consent and we do not pass it on to third parties unless:
B. International processing of your personal information
A. Telenet privacy settings
Please keep in mind that Telenet is entitled to contact you for service related communication, as part of the performance of your contract or if the law obliges us to do so.
A. Overview of your privacy rights
Your right of access
You are entitled to find out from Telenet at any time whether or not we process your personal information, and if we do process it to have access to this data and to receive additional information about:
You are also entitled to receive a free copy of the data being processed, in some intelligible form. Telenet can request a reasonable payment for covering its administrative costs for any additional copy that you request.
Your right to update personal information
You are entitled to have incomplete, incorrect, inappropriate or out-of-date personal information corrected without delay.
Your right to the erasure of your data (the ‘right to be forgotten’)
You are entitled to have your personal information deleted in the following instances, and without any reasonable delay:
Remember that we are not always able to delete all personal information that is requested, for example if processing is required for instituting, exercising or substantiating a legal claim or because we are obliged on behalf of the judicial authorities and the State Security Services to retain your data. We will inform you in more detail of this in our response to your request.
Your right to restrict the processing of data
You are entitled to obtain a restriction on the processing of your personal information if one of the following elements applies:
Your right to the portability of personal information (‘data portability’)
You are entitled to ‘recover’ your personal information, for example to be able to change service provider more easily. This is only possible in respect of the personal information, which you yourself have provided to Telenet, based on consent or pursuant to an agreement. This means you may not enjoy this right for the data retrieved via the software agent, the manager app & end point solution (the Telenet Safespot guard app).
Your right to object against the processing of your personal information
You are entitled to lodge an objection against the processing of your personal information on grounds of your special situation if processing is based on Telenet's legitimate interests or based on general interests. Telenet will discontinue the processing of your personal information unless Telenet is able to demonstrate compelling and legitimate grounds for processing it, which override your grounds or if the processing of personal information is associated with the instituting,
exercising or substantiating of a legal claim (for example, submitting an appeal to a court of justice).
How do I exercise my privacy rights? Via My Telenet (only for active Telenet customers) and the Telenet points of sale. To exercise your privacy rights, and to prevent any unauthorized disclosure of your personal information, we need to verify your identity. In case of doubt or unresolved issues we will first ask you for additional information (preferably a copy of the front of your identity card). The contact persons or authorized representatives of our business customers’ legal entities, who only purchase Telenet products and services intended for large businesses and organizations, need to exercise their privacy rights via the account manager of this business customer. If we cannot confirm your identity with certainty, we will not process your request.
Are there costs associated with this? You can exercise your privacy rights free of charge unless your request is manifestly unfounded or disproportionate, in particular due to its repetitive nature. In such a case - in accordance with the privacy legislation - we have the right and choice (i) to charge you a reasonable fee (in which case the administrative costs are taken into account to provide the requested information or communication and the costs, which are associated with taking the requested measures), or (ii) to refuse to follow up your request.
In what format do I receive a reply? When you submit your request electronically, where possible the information is provided electronically, unless you request it otherwise. In any case we will provide you with a brief, transparent, intelligible and easy-to-access response.
When will I receive an answer? We will respond as quickly as possible to your request, and in any case within one month of receipt of your request. Depending on the complexity of the requests and the number of requests, this period may be extended for a further two months, if required. In case of an extension of the period, we will notify you of this within one month of receipt of the request.
What if Telenet does not follow up my request? We will in each case inform you in our response about the option of submitting a complaint to a supervisory authority and lodging an appeal to the court.
We are not permitted to keep your personal information for longer than is necessary to achieve the purpose for which we are collecting it. We have defined retention periods per data category that apply company wide. The applicable data categories are online behaviour (related to the analytics performed on the apps) and traffic data (internet traffic data and device identifiers) for which the retention period is set to 36 months for online behaviour and 24 months for traffic data.
After expiry of the applicable retention period(s), your personal information is deleted or anonymized.
Are you a Telenet Business customer? Then you can use this form:
Do you want to report a privacy incident? You can contact our Data Protection Officer ('DPO') using this link:
Our Telenet Safespot service is not directed to, nor do we knowingly collect personal information from children under the age of 16. The Telenet Safespot guard app can only be installed on the end device if the owner of device receives the installation code from the management app. That implies that you as a parent or custodian take the responsibility of the installation of the app on the child’s device.
The Data Protection Authority is an independent body that ensures that your personal data are processed in accordance with the law. If you have a complaint regarding the processing of your personal data by Telenet or if you wish to initiate proceedings for mediation, you can contact the authority via https://www.gegevensbeschermingsautoriteit.be/verzoek-klacht-indienen
Latest update: 5 December 2019