Understand FullStory Session Replay

Maxio uses FullStory to record and replay user sessions, so that support and product teams can see how the application was actually used. You can turn it off for your own account at any time.

What session replay captures

Session replay reproduces one user's interactions with Maxio as closely as possible: mouse movements, clicks, typing, scrolling, swiping, and tapping within your browser session. It relies on the same standard technologies as tools like Google Analytics, and it is limited to your interaction with Maxio.

Why Maxio uses session replay

Session replay earns its place in two areas, one reactive and one forward-looking.

Faster support

When you submit a ticket about your data or about how the application behaved, session replay shows what led to it. You do not have to reconstruct the settings and conditions you were working with, which removes a round of emails, screenshots, and clarifying questions before anyone starts on an answer.

Product planning

Session replay works like a usability lab across the whole user community, rather than a small group in a controlled setting. Maxio can see which parts of the application work well and which do not, and act on that before you report it.

Why Maxio discloses this

FullStory gives Maxio the ability to watch how you use the application, which is worth stating plainly. Two pieces of context:

• Maxio staff with security clearance already review information in your account in the course of answering support inquiries. Logging is extensive, and records who changed what, where, and when for most of the data in your account.
• Maxio already uses tools such as Pendo to see which functions, buttons, and screens are used, how often, and when.

What FullStory adds is efficiency: support work moves faster, and Maxio can learn from how the whole user community uses the application.

Opt out of session replay

In Maxio Core, session replay is on by default and each user controls it for themselves. Opting out affects only your own sessions, not anyone else's in your account.

To opt out of session replay

1. Open the account menu in the top-right corner, which shows your name at the top of the list.
2. Select Profile.
3. On your profile page, select Preferences from the row of actions above your details.
4. Clear the Enable FullStory checkbox.
5. Click Save.

Important: This preference covers Maxio Core only. Advanced Billing loads FullStory for every user on a site that has it enabled, and offers no equivalent per-user opt-out. Contact support@maxio.com if you need session replay turned off for your Advanced Billing site.

Related information

To see how Maxio handles personal data of people in the EU and UK, including which subprocessors it uses, see Understand GDPR Compliance.

To learn more about the product itself, visit FullStory.