We’re excited to announce that eero is officially part of the Amazon family!

Over the past five years, our focus has been on building products and services that solve connectivity in the modern home and are the foundation that makes the technology we rely on every day just work. We started with a customer-first approach, with regular, seamless software updates and a deep commitment to security and privacy. Developing customer trust has been our top priority from Day 1, and each review and smile from a family member, friend, or customer motivates us more than ever.

With a shared relentless focus on customers, our new home within Amazon is the perfect fit. We now have the resources and opportunities to improve existing products through more frequent software updates, to launch new products and services, and to expand globally in the years to come. Amazon understands the importance of great connectivity for all the devices in our home, and we’re excited to be able to learn from each other as we continue to invent the future of the home.

We’ve already begun building great customer experiences together — including Amazon’s WiFi Simple Setup. In the very near future, when customers who own both an eero system and an Echo unbox connected devices purchased on Amazon, the devices will automatically look for the eero network and use encrypted credentials to connect. Gone will be the days of manually setting up each smart product we bring into our homes. Just plug them in and eero and Amazon will do the rest.

Commitment to privacy and security

But all the convenience in the world doesn’t matter if you don’t feel safe using our products and services, so we want to reaffirm our commitment to your privacy head-on. At eero, we have always believed everyone has a fundamental right to privacy, especially in their own homes, and we take this extremely seriously. Amazon shares our philosophy to put customer trust first, and with every new product and feature we build, we’ll continue to adhere to our guiding principles:

1. We believe all customers have a right to privacy and that means being clear with what data we’re collecting, explaining why in easy to understand terms, and giving our customers control over their data.
2. We collect network diagnostic information only to improve the performance, stability, and reliability of our products and services, and to provide world-class customer support.
3. We actively minimize the amount of data to which we have access, and the data we have, we treat with the utmost security.

How we use data to improve eero

We use data to constantly improve eero products and services — the first step to fixing a customer-facing issue is to measure it. To continue to be upfront and transparent around privacy, we are outlining how we currently improve our products and our overall customer experience.

Products, apps, and services

We’re diligent about only collecting the analytics we need to understand and improve performance of eero products, apps, and services. We collect information about an eero network, including network status, assigned IP addresses, signal strength, and bandwidth usage, to help us optimize WiFi performance and the overall eero experience. In addition to network analytics, we collect node events like device utilization data, crash reports, and performance information to inform aggregate fleet health and future product improvements.

The eero network

To improve the experience of eero networks, we collect minimal information regarding the types of devices connected to a network and the results of daily speed tests. We do not have the capability, and never have, to collect any browsing data from eero networks. For our eero Plus customers, DNS requests are routed without customer information to our security partner, Zscaler. If we add new features that require more data, we will ensure you have control over whether you want to participate in the feature.

Customer support

Amazing customer support is, and will continue to be, a core tenet of our company — yet another value we share with Amazon. In order to provide a best-in-class experience, our support team uses basic personal information — including email, name, and phone number — for account verification and communication. This same contact information is accessible by support teams of eero distribution partners like Internet Service Providers, so they can properly support their customers. Because we stand behind every system, support information is exempt from opt-out since we need this information in order to properly support eero’s products and services.

Privacy has always been core to eero — as has customer trust. With this acquisition, we’re committed to keeping our customer’s trust each and every day. That means continuing to deliver great products and features at an even faster pace and greater scale, but also never sacrificing your privacy as we work to build the home of tomorrow.

We’re beyond excited for the road ahead and appreciate your continued support.

— Nick, Co-Founder & CEO, eero