Privacy Policy
MyScanPilot
Central publication is being prepared
The app-specific document has not yet been transferred to this central page. Until it is published here, please use the existing document linked below.
This page is a document directory and does not replace the linked document.
Email enquiries to our support
If you contact us by email, we process your message to handle your enquiry. Emails received in our support mailbox are generally created automatically as cases ("tickets") in our support system, hosted on our server at IONOS in Germany. Automatic messages such as out-of-office replies and delivery failure notices, as well as recognised newsletters, are excluded.
Data processed: We store your email address and sender name, subject, message text and a sanitised HTML version, receipt time and technical message identifier (Message-ID) in the case. Up to five supported image attachments (JPEG or PNG), including embedded images, may be imported. Embedded metadata such as location, camera and capture time is automatically removed from imported images on receipt. Original images in the email mailbox may still contain this metadata. Other attachments are not imported into the ticket system; they remain in the original email in the mailbox. The original email and all its attachments also remain stored there. Please do not send unnecessary school, health or login data, and check images and attachments before sending.
Replies are assigned to the existing case using its case number or technical message references. Our replies are stored in the case history and as sent emails.
Purpose and legal basis: We process the data to answer your enquiry, investigate and fix reported errors and improve our apps. For contract-related enquiries, the legal basis is Art. 6(1)(b) GDPR; otherwise, Art. 6(1)(f) GDPR applies on the basis of our legitimate interest in organised and traceable handling of support enquiries and resolving errors.
Access and recipients: The provider and authorised support staff have access to cases within their respective app permissions. We use IONOS SE, Elgendorfer Str. 57, 56410 Montabaur, Germany, to host the support system and receive and send emails.
Retention and erasure: Closed cases, including history and images, are removed in the daily deletion run once twelve months have passed since the last change. Open cases remain stored for further handling. Associated original emails in the ticket folder, our ticket replies in the sent folder and their delivery logs are deleted after twelve months once they are no longer associated with an existing case. Statutory retention obligations remain unaffected. You can request earlier erasure at info@hoepker-consult.de. We erase the data where the legal requirements are met; otherwise, we explain the reasons for retaining it.