Crash Report Data Handling
Reports you send to anyone else, such as your CAD manager or your own support desk, follow that recipient's policy, not this one.
What we collect
With your permission, we collect the Autodesk crash reports (CER packages) from your machines. They can include memory dumps, crash logs, drawing names, file paths, Windows usernames, and the last commands run before the crash. Memory dumps are a snapshot of what the program had open, so they may contain parts of your project data. Nothing is collected until you review the email draft and send it yourself.
Why we collect it
Only to find out why your software is crashing and to fix it or recommend a fix.
What it costs
$10 per crash report we analyze. Payment is due before we start. Firms with a monthly billing account at New Roots Development are billed instead on the 1st of each month for the reports we analyzed the month before, due within 15 days. To set up monthly billing, email Support@newrootsdevelopment.co.
How long we keep it
We delete the raw crash files when the issue is resolved, or 30 days after we receive them, whichever comes first. If an issue needs more time (for example, an open Autodesk support case), we will ask you before keeping the files any longer. You can ask us to delete your files at any time by emailing Support@newrootsdevelopment.co, and we will confirm by email once it's done.
What we keep afterward
A short written summary of each crash (the error, the faulting module, and what we found), with no memory dumps or project content. It stays in your service record so we can spot repeat problems.
Who sees it
Only New Roots Development. We will not share your crash files with anyone else, including Autodesk, unless you ask us to or agree to it first.
What we will not do
We will not sell your data, use it for marketing, or use it to train any AI model.
How we store it
In a restricted folder that only New Roots Development can access. Deleting your files also means deleting any copies in email and backups.
Your agreement
Sending an Error Report Email to New Roots Development means you agree to this handling of the crash reports it carries. The email itself carries this notice, so both of us have it in writing.