2.1Contact and support forms

When you use the contact or support form, we receive your name, phone number, e-mail address and your question. We use them only to answer you and to help you. The form is stored in the website’s database and sent to us by e-mail. We keep it as long as needed to handle your question and at most two years after our last contact, unless you become a customer; then the customer records below apply.

2.2Spam protection

The form is protected against spam with Google reCAPTCHA. When you use the form, Google receives technical data such as your IP address and browser details, and may place cookies, to tell people from bots. See Google’s privacy policy.

2.3Visitor statistics

We count visits with WP Statistics, which runs on our own website. IP addresses are anonymised and stored only as a hash, so they cannot be traced back to you. The statistics are not shared with anyone and are used only to see which pages are read.

2.4Fonts and cookies

The fonts of this website are loaded from Google Fonts, and emoji images from WordPress.org. To deliver them, your browser connects to those services, which receive your IP address. This website itself does not place advertising or tracking cookies; only the spam protection on the form may set Google cookies, as described above.

2.5Server logs

Like every website, our web server keeps short technical logs of requests (IP address, date and time, the page asked for and your browser type) for security and to fix problems. They are removed automatically after a limited time.

3.1What never reaches us

The screen picture, mouse and keyboard input, sound, chat messages, clipboard contents and files of a Reach Out session go directly from PC to PC, encrypted end to end with AES-256. Our server cannot see them and they are never stored by us.

3.2What our server processes

To let two PCs find each other, the Reach Out server (relay.arnoldit.nl) processes:

• Connection data: the IP address and port of each PC and its temporary Reach Out ID, only while it is online.
• License data: which license key a PC uses, and an anonymous code derived from the PC, to count how many PCs use a key.
• Support log: for each finished session, who helped (the helper’s ID and the name of the license holder), which PC was helped (its ID and IP address), and when the session started and ended. We use this for support and invoicing. Older entries are removed automatically as the log grows.
• Saved IDs (sync): if you sync your saved IDs between your PCs, they are stored on the server encrypted with a key that only your PCs know. We cannot read them.

3.3Licenses and orders

When you register or order a license in Reach Out, we receive your name, company name (for a business license), e-mail address, phone number and the anonymous code of your PC. We use them to issue and manage your license, to send it to you and to invoice you. Invoice data is kept for seven years, as Dutch tax law requires.

3.4Your name and photo

The name and photo you set in Reach Out’s profile are shown to the person you help, so they know who is helping them. They are sent directly to that PC and are not stored by us.

3.5On your own PC

The session history and any recordings you make are stored only on your own PC. You decide what happens with them.

3.6Updates

Every few hours, Reach Out checks this website for a new version. Our web server then sees the IP address of the PC and the version number of Reach Out, as with any web page.

3.7Corporate: your own server

An organization that runs its own Reach Out server (Corporate) is itself responsible for the data on that server. We have no access to it.