Privacy policy

The controller for the processing described here is the service provider named in the imprint. For personal data that our customers store in Servotag Pro about their own machines, plants and contacts, our customer is the controller and we act only as a processor on their instructions (see “Processing on behalf of customers”).

Data protection officer

No data protection officer has been appointed: the statutory thresholds of § 38 BDSG are not met. Please direct privacy inquiries to the operator contact above.

Account and organization data

Name, email address, password hash, organization and role; for a paid plan also the company name, billing address, VAT identification number, the email address for invoices and, if given, a purchase order number. Purpose: providing accounts, authentication, invoicing and the statutory information duties. Legal basis: performance of the contract, Art. 6 (1) (b) GDPR, and for the tax records our legal obligation, Art. 6 (1) (c) GDPR. Account data is deleted on request; invoices and accounting vouchers are generally retained for eight years from the end of the year of issue (§ 14b UStG, § 147 AO). Other tax records have retention periods of six or ten years depending on their category. Statutory extensions remain applicable.

Machine and service data

Machine types, serial numbers, plants, lines, documents, maintenance history, fault reports including any photos or videos attached, and the contact details of the person reporting a fault. Purpose: delivering the after-sales service our customer offers. Legal basis: performance of a contract with our customer, and their legitimate interest in operating their service, Art. 6 (1) (b) and (f) GDPR. If the person reporting a fault gives an email address, they receive a confirmation with the reference and a link where they can see the status of the report and exchange messages with the service team; those messages are stored with the report. We remove what the camera embedded in attached photos and videos (device, time of recording, location). Reports are deleted automatically after the period the manufacturer has set — 24 months after they were closed unless it sets another — or earlier when the manufacturer deletes them. Update of 7 October 2026: Fragmented MP4/MOV and files whose metadata cannot be safely removed are refused before forwarding. Visible picture content and audio are not anonymised.

Usage events

Scan events are stored with a keyed one-way hash of the IP address, the user-agent string shortened to 120 characters and the interface language. Troubleshooting-session events additionally carry a random session identifier held only in the open page’s volatile memory. The cleanup routine deletes raw events older than 24 months and clears IP hashes after 90 days. Entries in the change log (audit log) name the acting user and are kept for 24 months; the change log does not replace a statutory tax archive; the retention is enforced by the same cleanup routine.

Server logs

Our hosting provider netcup and Cloudflare, through whose network the website and the application are delivered, record the usual technical access data: requested address, time, transferred volume, referrer, browser and operating system, and the requesting IP address. Purpose: operating the service and protecting it against attacks. Legal basis: Art. 6 (1) (f) GDPR.

Contact requests and consents

If you use the website’s contact form, we process your name, your company, your email address, optionally your phone number, the size of your machine fleet, your preferred appointment window together with your time zone, and the content of your message, in order to answer your enquiry and agree a time with you. The enquiry is stored in our database for that purpose and additionally delivered to our inbox by email. To keep out automated submissions, the contact form and the fault-report form solve a small calculation in your browser when you send them, contain an invisible field and check how long filling them in took, without any third party and without cookies. These details are used solely to answer your enquiry; they are not used for advertising and not passed to third parties for advertising. Legal basis: pre-contractual measures taken at your request and our legitimate interest in responding, Art. 6 (1) (b) and (f) GDPR. For a support request from the customer account, we additionally process the server-verified account email, organization name and identifier, customer number and request status for assignment and handling in the central Neithra office. The separately composed request text is sent; product-help history is not automatically included. When the human-only route is enabled, we store an unresolved help question exactly as entered, its review reason and pseudonymous request and conversation references in a protected internal case for our team; help history, account snapshots and files are not automatically attached. This does not require consent to an external AI call. Confirmed storage does not mean a person has handled the case or an email was delivered. Without enabled AI and your explicit choice, product help answers without an external model call. Optional AI answers send your question through Neithra Technologies to the AI providers configured for this product help: Anthropic for answers and OpenAI as a technical fallback; processing outside the EU, particularly in the USA, is possible. The basis is consent (Art. 6(1)(a) GDPR), withdrawn for future questions by unticking the option. Account, machine and case data are not attached automatically. Neithra retains request receipts, identifiers and cost evidence; cached answers expire after 24 hours. Required provider agreements and transfer safeguards are checked before activation. Cancellations sent through the page “Cancel contracts here” (name, email address, contract reference, type, requested end and reason of the cancellation, receipt number, a keyed one-way hash of the IP address and the signals of the abuse screening) are processed to handle and confirm the cancellation and to be able to prove its receipt (Art. 6 (1) (b), (c) and (f) GDPR). Cancellation and other contract-ending declarations are retained as business correspondence for six years from the end of the year in which they were received, unless a longer statutory retention period applies (e.g. § 147 of the German Fiscal Code, AO, or § 257 of the German Commercial Code, HGB), and then deleted or anonymised. Limited central bot cases are cleaned up after 30 days without activity during regular operation. Separately submitted contact emails follow their own retention periods. With separate consent in authenticated administrator support, the stored plan and local access status from the authorized workspace are sent to the named AI services. The read time is not a payment verification; receipt of payment remains unknown without current evidence. Pseudonymous account and caller references bind the central request. The AI model receives only the limited facts without account, payment or email identifiers. Invoice files and customer records are not attached.

The application sets the sign-in session cookies of its authentication service, which runs on our own server. Cloudflare may set a strictly necessary security cookie (such as “__cf_bm”) that distinguishes automated traffic from people. On machine pages, an httpOnly cookie “kp_tech” holding a manufacturer’s service code is set only when a technician opens a service link; it is valid for 90 days and is removed with “Sign out of technician access” on that page. Only if the person reporting a fault ticks “Remember my details on this device” are their name, email address and phone number kept in the browser’s local storage for the next report; leaving it unticked on a later report deletes them. A random identifier for help events is held only in volatile memory, without session storage or local storage, and is reset on a page reload. In addition, the administration application remembers in local storage whether its introductory guide has been shown. The order page keeps the details you enter in the order form, together with the plan and payment method, in the session storage of your browser tab until the order is completed, at the latest until you close the tab; they are not transmitted to us in the process. The language of the public pages follows their address (for example /de). Where no address names the language (sign-in, the application, ordering), your chosen language applies, otherwise the country the request comes from, otherwise your browser’s language setting; the country is supplied by Cloudflare, and the IP address is not stored for this. The httpOnly cookies “kelpo-lang” (language, twelve months), “servotag-market” (price region, twelve months) and “servotag-selected-plan” (selected plan, seven days) are set only when you open an address that names a language, price region or plan explicitly – for example through the language menu or by clicking a price button; merely visiting a page sets none of them. On machine pages, “kelpo-public-lang” remembers a language chosen there explicitly for twelve months. Card payment runs through the payment form of our payment service provider Stripe: embedded in the order page – for this your browser loads code from js.stripe.com – or on Stripe’s payment page. Stripe then receives your IP address and details of your device and sets its own cookies, which are technically required for secure payment processing and fraud prevention; Stripe sets no cookies on our other pages. There is no advertising, no third-party analytics service and no cross-site tracking; audience measurement (section 12) loads a script from our own server and sets no cookies. Session and security cookies serve authentication and protection of the explicitly requested service (§ 25 (2) no. 2 TDDDG). Contact details are remembered only at your explicit choice; unticking the option on your next report reverses it. No advertising or analytics cookie banner is used.

By way of exception, and only if you agree to the question “Origin of your visit”: the website stores the origin details of the first page you viewed (section 13) in the session storage of your browser tab under “servotag-origin” until you close the tab. Your answer — consent or refusal — is kept in local storage under “servotag-origin-consent” for twelve months so that the question does not reappear on every page. Nothing is stored on your device for this before you answer. The legal basis is your consent (§ 25(1) TDDDG, Art. 6(1)(a) GDPR).

We use carefully selected service providers who process data only on our documented instructions under Art. 28 GDPR: netcup GmbH (servers for the application, the database and file storage in its data centre in Nuremberg, Germany), Cloudflare, Inc. (delivery of the website and the application through its network, protection against attacks, storage of encrypted backups) and Resend (delivery of emails: account confirmations, password resets and service notifications). Customers pay for fixed plans through Stripe – by card (also via Apple Pay or Google Pay) where the order page offers it, or, for the higher fixed plans, by Stripe invoice with bank transfer; for this we pass the company name, billing address, billing email, country and, where given, the VAT identification number to Stripe, which checks it in the EU VIES database (UK numbers with HMRC); for that payment data Stripe acts as an independent controller. When a customer pays with Apple Pay or Google Pay, Apple or Google processes the payment data under its own terms; we receive no card data. For online invoice orders we also check the VAT identification number directly with VIES before the contract is concluded. The billing details described above are also passed to Stripe for Stripe invoices; Stripe provides payment instructions and confirms receipt of payment. Where our customer configures one, fault reports are also sent to the webhook endpoint of their own ticketing, ERP or field-service system; forwarding fault reports to the service addresses our customer has configured is the purpose of the product. Beyond that, data is passed on only where we are legally obliged to do so.

The application, the database and file storage run on servers of netcup GmbH in Germany. Cloudflare, Inc. and Resend are established in the United States and may process data there; such transfers are based on the EU–US Data Privacy Framework where the provider is certified under it, and otherwise on the EU standard contractual clauses pursuant to Art. 46 (2) (c) GDPR. Resend sends from its EU region (Ireland). Backups are encrypted before they leave our server; the key needed to read them stays with us. For payment by card and Stripe invoice, Stripe Payments Europe, Ltd., Dublin, Ireland, processes the payment data.

Customers enter machine, service and contact data into Servotag Pro. For that data our customer is the controller and we are the processor; the data processing agreement under Art. 28 GDPR is part of the contract and is published in full on this site. We do not use this data to train models, and we do not use it for our own purposes.

You have the right to access (Art. 15), rectification (Art. 16), erasure (Art. 17), restriction of processing (Art. 18), data portability (Art. 20) and to object to processing based on legitimate interests (Art. 21). Where processing rests on consent you may withdraw it at any time with effect for the future. You also have the right to lodge a complaint with a supervisory authority (Art. 77).

Competent supervisory authority: Landesbeauftragte für Datenschutz und Informationsfreiheit Nordrhein-Westfalen (LDI NRW), Kavalleriestraße 2–4, 40213 Düsseldorf

Additional international rights: applicable US state law may give you rights to access, correction, deletion and a portable copy, and rights concerning sale, targeted advertising or certain profiling. Applicability depends on the law, its thresholds and the processing concerned; business contact data is not automatically excluded in California. We do not sell personal data or use it for cross-context behavioural advertising. Browser Do Not Track signals do not change the necessary processing described here; our service does not use cross-site advertising tracking. This is distinct from legally recognised opt-out preference signals such as Global Privacy Control. Send a rights request to the contact in this notice or the legal notice, without needing a paid account. An authorised agent may act with evidence of authority. We verify identity proportionately to the request, normally through the known account or contact address; we request additional evidence only where necessary and do not disclose another person’s data. We explain any refusal and applicable exceptions. You may request a review by replying to that decision; we handle requests and any statutory appeal within the applicable legal deadlines and explain any permitted extension. We do not discriminate for exercising privacy rights. Where UK GDPR or Swiss data protection law applies, their rights and safeguards also remain available; you may contact the UK Information Commissioner (ico.org.uk) or the Swiss FDPIC (edoeb.admin.ch), respectively. For data controlled by a customer, we forward or assist with the request as its processor. Changes to these practices are shown with the updated date of this notice; material changes affecting existing accounts are also communicated through the account or contact address before they take effect, with consent where required. If Canadian privacy law applies, you may also use the same contact to request access or correction, withdraw consent where applicable or complain about our handling; you may contact the competent federal or provincial privacy authority (priv.gc.ca). A professional email address alone does not exclude all related account or usage data from protection.

The application uses organization-scoped database access (row level security on every table), roles, an append-only audit log, unguessable public codes and temporary signed document links. Traffic is encrypted in transit with TLS. The database and file storage run on our server in Germany and are not reachable from the internet directly; hourly backups are encrypted before they leave the server. Uploaded documents, machine details and fault reports are transmitted to and processed by the web service. There is no connection to machine control systems.

Servotag Pro is a professional product and is not directed at children. We do not knowingly collect personal data from children.

We update this notice when the product or the law changes. The date at the top of the page shows the current version.

We measure how this website is used with the open-source software Umami, which we operate ourselves on a server of netcup GmbH in Germany. Umami sets no cookies and stores no identifier on your device. Your IP address is used only briefly to determine your approximate location (country, region, city) and to form a daily rotating identifier that cannot be traced back to you; it is not stored. We store the pages viewed, referring page, browser, operating system, device type, language, approximate location and events such as opening the checkout or submitting a form. Data is transmitted via Cloudflare, which we use to deliver our websites. The legal basis is our legitimate interest in improving our offering (Art. 6(1)(f) GDPR). Data is deleted after 24 months. If your browser sends “Do Not Track” or “Global Privacy Control”, no measurement takes place.

We want to know which of our posts and search results lead to orders. If the website asks for the origin of your visit and you agree, it remembers for the current browser tab the campaign codes of the link that brought you here (utm_source, utm_medium, utm_campaign, utm_content) or — if there are none — only the name of the referring website (for example google.com), never the full address. When you start an order, our server checks these details, translates them into categories (such as “Instagram, organic post”) and transmits them together with the chosen plan to the central management system of Neithra Technologies, which we operate ourselves. Only these events are recorded there: order started, payment confirmed (amount, currency, time and Stripe’s identifier of the payment) and refund. Your name, e-mail address, company name, IP address and browser identifiers are not transmitted for this. Without your consent, if you decline, or if your browser sends “Global Privacy Control” or “Do Not Track”, origin and plan are reported as “unknown”; the remaining details then serve only our sales and order statistics, based on our legitimate interest (Art. 6(1)(f) GDPR). The legal basis for the origin details is your consent (Art. 6(1)(a) GDPR). You can withdraw it at any time with effect for the future using the button below; orders already reported remain unchanged. The details are used neither for advertising on other websites nor for profiling.

Withdraw my origin choice

When you book a call on this site, we process the details from the form (name, company, email address, optionally phone number and your message), the chosen time, your time zone and the page language, solely to arrange and hold this call. The legal basis is Art. 6(1)(b) GDPR (steps prior to entering into a contract at your request) and your consent under Art. 6(1)(a) GDPR, which you may withdraw at any time with effect for the future.

Servotag Pro is offered by Neithra Technologies – Fabian Lorenz; the controller is the provider named in the legal notice. All products share one appointment calendar on our own servers in Germany so that no time is booked twice.

For the invitation and the video link we use Google Calendar and Google Meet (Google Ireland Limited, Gordon House, Barrow Street, Dublin 4, Ireland) as a processor; Google receives your name, email address and the appointment. A transfer to the USA is possible; Google LLC is certified under the EU-US Data Privacy Framework (adequacy decision of the European Commission of 10 July 2023). For our own scheduling we also copy the appointment with your name and company to the owner’s Apple iCloud calendar (Apple Distribution International Ltd., Ireland). Confirmation and reminder emails are sent via our email service provider.

You can reschedule or cancel the appointment yourself at any time using the link in the confirmation. We automatically delete your details 180 days after the appointment; only a record without personal data remains. The booking does not subscribe you to any marketing.