suite of applications that gathers, analyzes and presents KPIs generated by MSIP through a web-based GUI (graphical user interface). The application delivers data through a geospatial or tabular view of issues (such as dropped calls or no-service conditions) and allows cross-domain analysis of KPIs. IQ Care is a dashboard tool for network operator and mobile device customer care agents. When a mobile device user calls for support or troubleshooting, IQ Care provides the customer care agent with a dashboard showing the consumer's device configurations (e.g., mobile device serial number, firmware version), usage history (e.g., number of applications installed, battery life) and other user experience metrics (e.g., device and application crash data, radio technology analytics). Rootkit discovery and media attention On November 12, 2011, researcher Trevor Eckhart stated in a post on androidsecuritytest.com that Carrier IQ was logging information such as location without notifying users or allowing them to opt out, and that the information tracked included detailed keystroke logs, potentially violating US federal law. On November 16, 2011, Carrier IQ sent Eckhart a cease and desist letter claiming that he was in copyright infringement by posting Carrier IQ training documents on his website and also making "false allegations." Eckhart sought and received the backing of user rights advocacy group Electronic Frontier Foundation (EFF). On November 23, 2011, Carrier IQ backed down and apologized. In the statement of apology, Carrier IQ denied allegations of keystroke logging and other forms of tracking, and offered to work with the EFF. On November 28, 2011, Eckhart published a YouTube video that demonstrates Carrier IQ software in the act of logging, as plain text, a variety of keystrokes. Included in the demonstration were clear-text captures of passwords to otherwise secure websites, and activities performed when the cellular network was disabled. The video of the demonstration showed Carrier IQ's software processing keystrokes, browser data, and text messages' contents, but there was no indication that the information processed was recorded or transmitted. Carrier IQ responded with the statement, "The metrics and tools we derive are not designed to deliver such information, nor do we have any intention of developing such tools." A datasheet for a product called Experience Manager on Carrier IQ's public website clearly states carriers can "Capture a vast array of experience data including screen transitions, button presses, service interactions and anomalies". Legal actions against Carrier IQ Many have already been seeking suit against Carrier