Privacy Policy for ARROW Setup

ARROW Setup is a mobile application published by VTEM Labs, Inc. It is a companion app for ARROW hardware devices. This policy explains what the app does and does not do with your information.

The short version

ARROW Setup has no user account, no sign-in, no analytics, no crash reporting, and no advertising or tracking. It sends information to VTEM Labs in one case only: when you choose to send an ARROW device's diagnostics to ARROW support. That bundle describes the ARROW device, not you or your phone. We do not sell it or share it with anyone for advertising.

What the app does

ARROW Setup communicates with an ARROW device over Bluetooth Low Energy. That connection is local: it runs between your phone and the device in front of you, and it does not pass through VTEM Labs or any other server. The app uses it to read the device's health, network, and cellular status, and to apply network settings that you enter.

Diagnostics you choose to send

From version 1.0.0 (26092401), the Help section has a "Collect diagnostics" button. It exists for an ARROW device that cannot get online by itself: your phone carries its diagnostics to ARROW support instead. Nothing is collected or sent unless you tap it.

What is sent. A diagnostic bundle prepared by the ARROW device: its serial number, name and software versions; its network configuration, including its own IP addresses and those of its gateway and DNS servers, and its routes; the status of its services, network links, VPN and cellular modem; and the last 30 minutes of its system logs. These describe the customer's network as seen from the ARROW device. Passwords and keys are removed on the device before the bundle is made, and the device's table of other machines on the local network is never included. The bundle holds no information about your phone or about you.

How and when. The app copies the bundle from the device over Bluetooth and uploads it over an encrypted (HTTPS) connection to the ARROW Portal, a service operated by VTEM Labs. If your phone has no signal, the bundle waits in the app's storage and is sent the next time the app is open and online. It is deleted from your phone as soon as it is sent, and in any case after 7 days.

Who can see it. Only ARROW support staff at VTEM Labs can see or open a bundle, including whether one was received. The organization that owns the ARROW device is not shown bundles in the ARROW Portal. Each bundle is deleted 90 days after it arrives. To have one deleted sooner, email us at the address below with the device serial number.

The upload record. When a bundle arrives, the ARROW Portal records the IP address and the app and operating system identifier (user agent) of the phone that sent it, together with the device serial number, in its security audit log. We use this record to secure the service and to investigate misuse. Audit records are kept for up to seven years.

The ARROW Portal runs on cloud infrastructure providers that host and store data on our behalf. They process it only to provide that service to us.

Information stored on your device

The app stores the serial number of the ARROW device you most recently connected to, so you do not have to type it again, and any diagnostic bundle waiting to be sent, as described above. Both are held in the app's own storage on your phone. The serial number is never transmitted by itself. Deleting the app removes both.

Bluetooth

The app requests Bluetooth permission for a single purpose: to find and connect to your ARROW device. It does not use Bluetooth to determine your location, and it does not scan for or record any other Bluetooth device.

On Android versions before 12, the operating system itself requires apps to hold a location permission in order to scan for Bluetooth devices at all. Where the app requests that permission on those older Android versions, it is solely to satisfy that operating system requirement. The app does not read, use, or store your location.

Information we do not collect

The app does not collect, transmit, or store: your name, email address, phone number, contacts, photos, files, location, advertising identifiers, your phone's device identifiers, usage analytics, or crash reports.

Links to other sites

The Help section opens pages on the ARROW documentation site in your phone's browser. Once you follow a link, you are on that site and its own terms apply.

Children

ARROW Setup is a tool for configuring commercial hardware. It is not directed at children, and it does not knowingly collect information from children.

Changes

If the app's behaviour changes in a way that affects this policy, we will update this page and change the date at the top.

Contact

Questions about this policy: support@vtemlabs.com

VTEM Labs, Inc.