Help & contact
Help & contact in Focus Family
The app, the desktop application and the admin panel include a “Help & contact” area. It sends requests straight to Software Notion – no e-mail program and no additional account needed.
Four kinds of request
- Security report – For suspected security vulnerabilities and weaknesses. Security reports go to a dedicated mailbox and are handled with priority.
- Bug report – For errors, crashes and unexpected behaviour.
- Feature request – For ideas and suggestions for future development.
- General contact – For questions and any other matter.
No app data is ever transmitted
A request never contains data from the app: no cases, no appointments, no tasks, no documents, no notes and no contacts.
The request itself therefore has to be detailed enough for us to reproduce a bug or assess a suggestion. Please describe the steps that led to the problem, the screen or area where it occurs, what was expected and what actually happened. Names, case content and other details about the people being supported do not belong in a request.
Checked on the device before sending
The text of the request is composed on the device and checked there against the names stored in the local database. If the text contains one of these names, the request cannot be sent until the name has been removed. Before sending, the complete request is shown exactly as it will be transmitted and can still be corrected. Nothing is transmitted without explicit confirmation.
Which data is transmitted
With every request
| Item | Details |
|---|---|
| Reference | Identifier of the request, e.g. FF-BUG-20261020-101500-AB12. It appears in the reply and makes follow-up questions easier. |
| Request kind | Security report, bug report, feature request or general contact. |
| Reply e-mail address | The address the reply should go to. |
| Product | App, desktop application or admin panel. |
| Version and build | Version and build number of the app or the admin panel. |
| Platform and operating system | For example iOS, Android, Windows, macOS or Linux, each with its version number. |
| Device model | Only for requests from the mobile apps. |
| Interface language | The selected language, e.g. English. |
| Licence type | The edition or licence in use. |
| Focus Family ID | The pseudonymous identifier under which the installation or admin panel is known to Focus Family. It is used to match the request to the licence. |
| Server version and server instance ID | Only if a connection to an organisation server exists. |
| Subject and text | The subject and text of the request as written by the user. |
Additionally, per kind of request
Depending on the kind of request, the following details are also asked for and transmitted:
| Kind | Additional details |
|---|---|
| Security report | Category, severity and affected component |
| Bug report | Description, steps to reproduce and expected behaviour |
| Feature request | Request or use case, and benefit |
| General contact | Message |
Content from cases, appointments, tasks, documents, notes and contacts is never transmitted.
Recipients and purpose
The request is transmitted to the Software Notion website, validated there and forwarded by e-mail: security reports to security@software-notion.de, all other requests to focusfamily@software-notion.de. The data is used solely to process and answer the request.
Legal basis
Where the request relates to a contract for Focus Family or its use, the legal basis is Art. 6(1)(b) GDPR. Otherwise the processing is based on Art. 6(1)(f) GDPR; the legitimate interest lies in answering requests and fixing bugs and security vulnerabilities.
Transmission and abuse protection
Requests are transmitted encrypted over HTTPS (TLS). No cookies are set and no analytics or tracking services are used. To prevent abuse, the number of requests per IP address is limited (at most 5 in 10 minutes and 20 per day). For this purpose the IP address is processed only transiently in memory and is neither stored with the request nor forwarded. As with every visit to the website, it also appears in the technical server logs, which are kept only briefly.
Retention
All transmitted data is deleted no later than 30 days after receipt, usually as soon as 10 days after the request has been dealt with.
Contact without the app
Requests can also be sent by e-mail: to focusfamily@software-notion.de, security reports to security@software-notion.de.
Further information, including the rights under the GDPR, can be found in the privacy policy for the app.
Terms of Service · Refund Policy · Privacy policy for the app · End User License Agreement (EULA) · Help & contact