Support
Email support@heliosmsp.io and a person at Nexborne replies. Most answers are below.
If Helio Guard changed something you sent
Your employer chose the rules Helio Guard follows on their computers. It may swap a card number or password for a label, warn you, or stop a paste or upload.
Ask your IT team or IT provider first. Only they can change the rules or switch it off for your computer.
Nothing you typed or pasted was sent to us. Helio Guard checks it on your computer and forgets it.
If you set Helio Guard up
Settings, rules and reports live in your account at app.heliosmsp.io.
For anything else, email support@heliosmsp.io. Tell us your workspace name and what you expected to happen.
Questions from staff
Why did my paste turn into [CARD NUMBER]?
It looked like a card number. Your question still went through, without the real number.
Can I turn it off?
No. Your IT team sets it up, so only they can change it.
Does it read other websites?
No. It only works on a fixed list of AI sites, named in our privacy policy.
What does my employer see?
The kind of thing it found, for example "card number", with the AI site, your user name and the time. Never the text itself.
Questions from businesses
Privacy and your data
Is our data used to train AI?
Not by us. We never receive the text, so there is nothing to train on. What reaches an AI site is the cleaned message, under that site's own terms.
Do staff know it is there?
Yes. They agree your AI policy the first time they open an AI site. Every message it shows says what it is.
Does it give anyone remote access to our PCs?
No. Helio Guard has no remote-access software in it. It cannot be used to control a computer.
What it checks
Which files does it check?
Excel, Word, PowerPoint, PDF and text files chosen or dropped for upload on an AI site. It cannot read images or scanned PDFs yet.
Will it catch everything?
No tool can. It looks for things with a clear shape and checks them with real rules. Card numbers get the Luhn check, for example. It would rather miss an odd case than flag every order number.
Can it tell a personal ChatGPT account from our company one?
No. Both use the same website, so they share one rule. Use "Suggest company tool" to point people to the tool you pay for.
Setting it up
Our IT provider looks after our PCs. Can they set it up?
Yes. They can install it and manage the rules for you. Send them to the IT providers section of our home page.
Where do the settings and reports live?
In your Helio Guard account at app.heliosmsp.io. Sign in with the email you used to start the trial.
Contact
Nexborne Ltd. Registered in England and Wales. Company number 17375877. ICO registration ZC240034. Email support@heliosmsp.io.
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