AirSnap FAQ
What is AirSnap?

AirSnap is session replay solution for mobiles apps meant to empower your product development teams. It help them to reproduce bugs & troubleshoot faster, understand user behavior, and view real-time user journeys.

The platform is made of two parts:

  1. A web application used to view session replay, error monitoring and analyze user behaviors.

  2. An in-app SDK that delivers flows to your application for the intended users.

How does this help my team?

As an engineer, how often do you get these kinds of questions?

  • "How do we reproduce this bug?" - QA

  • "Why is the image upload failing for this user?" — Some product manager

  • "Why is the user saying they're unable to take photos?" — A support rep

If your team was using AirSnap, they'd be able to easily identify these issues by watching the user journey.

 

Does this affect the performance of my application?

Improving app performance is an important concern for a mature engineering team, and third-party tools should be measured with the same, if not higher, standards as internal libraries.

The AirSnap SDK is designed and operates in a way that minimizes the performance impact of installing it in your application.

Our team constantly monitors the loading performance to make optimizations.

Storage and International Data Transfers

If you are accessing the Website and/or Services from the European Union, with laws or regulations governing personal data collection, use and disclosure that differ from United States laws, please note neither EU law nor GDPR requires hosting data in the EU. Instead, what is required is that AirSnap must provide “appropriate safeguards” for data that it hosts and processes on its US servers (see Art 46 of the GDPR). AirSnap offers a Data Processing Addendum (DPA) to provide such adequate safeguards, which includes provisions for GDPR.

 

Does AirSnap collect any personally identifying information?

AirSnap does not require any end user PII (personally identifiable information) for a successful implementation. 

 

The only PII that will automatically be shared with AirSnap is the names and email addresses of admins and content creators (employees of your company that are choosing to log into the AirSnap platform to create content or view results). All other information is optional (but will provide for richer analysis and segmentation). AirSnap does not collect any user-entered form field text in your application. You should avoid sending any of the following types of sensitive personal information to AirSnap: government-issued identification numbers; specific financial information (such as credit or debit card numbers, any related security codes or passwords, and bank account numbers); information related to an individual’s physical or mental health; and information related to the provision or payment of health care.

Is AirSnap secure?

AirSnap does not collect any user-entered text or information within form fields in your application. AirSnap's application and data are hosted and stored in Amazon Web Services (AWS) where it shares the same infrastructure as Amazon's primary services. It allows AirSnap to operate in a robust, fully multi-tenant infrastructure with the same reliability, performance, and security characteristics of its parent company. AWS is SOC 2, SOC 3, ISO 2700 and PCI compliant, and both complete multiple independent security audits annually.

 

All of the application data collected by AirSnap is transmitted over SSL, encrypted both in transit and at rest.

Is the data encrypted?

All data hosted by AirSnap is encrypted. AirSnap uses industry-accepted encryption products to protect data at rest, with 256 bit AES encryption. All data transfers within the data center are secured by SSL. All of the Customer Data collected by Pendo is transmitted over SSL if the customer application is accessed via SSL.

Under Apple’s Rules, Do I Need To Include Information About The AirSnap SDK In My Privacy Disclosures?

Yes. Apple’s policies require disclosure of collection and use by “third-party partners,” and we are a “third-party partner” according to the Apple requirements. 

At a minimum, we recommend that AirSnap customers disclose that AirSnap collects device ID, Coarse location, and product usage data to allow our customers to “evaluate user behavior, including to understand the effectiveness of existing product features, plan new features, and measure audience size or characteristics.” 

A customer may need to include additional details about the data it collects using AirSnap and the purposes for which it collects that data based on that customer’s unique usage and configuration of AirSnap.  

 

All of this data needs to be disclosed when an AirSnap customer submits their app to the App Store.

Does The AirSnap SDK Fall Under Apple's Definition Of Tracking?

AirSnap's SDK does not (of itself) fall under Apple's definitions of “tracking,” found here

 

Apple’s “tracking” definition has two parts:  

  • Advertising use, which means an app owner:

    • linking data about a user collected from the app, 

    • with Third-Party Data about that user 

    • for purposes of targeted advertising or advertising measurement

  • Data broker sharing, which means an app owner:

    • sharing user data the owner collects with a data broker 

AirSnap's SDK (of itself) does not do either of these things. AirSnap is not linking data it collects with other data not collected via AirSnap for advertising use, and AirSnap does not share data with data brokers. So, as a result of their use of AirSnap and assuming they are not choosing to “track” users, AirSnap customers should not need to implement the App Tracking Transparency framework and obtain their users’ consent to track.

Please refer to Apple’s App Store privacy website for further information including any updates Apple may make to its policies and terminology.