How Aftercare Records Your Field Work

Version 1.5 · effective 2 November 2026

Who this is for: Emaldo® field technicians, and technicians of our partner firms who use the Aftercare app (aftercare.emal.do). If you work for a partner firm, your firm gives you the short version of this note (Part 2 of Appendix C to its service agreement with Emaldo ApS) before you are given an account. This page is the full version.

Who is responsible: Emaldo ApS (Danish CVR number 43724002), Denmark, decides what the app records about you and why, which makes it the data controller, whether you are an Emaldo® field technician or work for one of our partner firms. Questions and requests: privacy@emaldo.com.

Why the App Measures Your Work

How long service work really takes matters for planning, for service quality and for settling questions about a visit. Before this system, time on site was self-reported, which is unfair when reports are inflated — and unfair to honest technicians whose accurate reports look identical on paper. The app therefore records when a visit started and finished itself. These times do not decide what anyone is paid: an authorized installer is paid a fixed amount per visit and per unit, and any other partner firm invoices its own rates. That is the whole story: accurate records of the work done and service quality, not surveillance. No service visit is billed to an installer.

1. The GPS Check at “Start visit” and “Complete visit”

When you tap Start visit or Complete visit, the app asks your phone for its current position, once per tap. What happens with it, verified in the code:

• Your coordinates are sent to our server a single time, used to compute the distance to the geocoded installation address, and then discarded. The raw coordinates are never stored anywhere — the app never writes them to the database, the case history or its audit trail.
• What is stored is only a three-way verdict: within roughly 300 metres of the installation (on-site), outside it (off-site), or unknown (no GPS available).
• The check never blocks you. If you deny location permission, have no signal, or the lookup fails, the tap goes through normally and the verdict is simply recorded as unknown. Denial has no automatic consequence.
• The captions under both buttons in the app tell you this at the moment it happens.

If a tap is recorded as off-site, a note appears in the case activity log (“GPS off-site — location unverified”), visible to you and to any staff who can view the case, and the case is flagged to admin and logistics staff for review. Review means a person looks at it and may ask you about it — for example, GPS drift, parking away from the property, or an address geocoded imprecisely are all ordinary explanations. Nothing happens automatically.

What is not done: your location is read only at those two taps, and once when you tap On my way (section 4). There is no continuous tracking, no location capture while driving, between visits, or off duty, and no location capture anywhere else in the app.

2. The Measured On-Site Window and Your Time on Site

The Start and Complete taps also stamp server-side arrival and departure times. The gap between them is the measured on-site window for that visit.

• When you file the visit report, the time-on-site field is pre-filled from the measured window.
• You can freely reduce it (for example, you took a break on site).
• If you increase it beyond a tolerance of 15 minutes or 20 percent of the measured window (whichever is larger), the app requires a short written justification. The justification, and the fact that your entry exceeded the measured window, are recorded on the visit report for anyone who opens it. This is the same rule for everyone — Emaldo® technicians and subcontractors alike.
• The app caps the time you enter at 8 hours per visit.

3. Aggregated Performance Metrics Your Managers Can See

We are straightforward about this: the app aggregates work data into management views. Specifically:

• An operations health console showing open visits per active technician (workload, including who appears under-booked).
• Reporting scorecards showing, per technician or per subcontractor organisation: jobs completed, response time from assignment to on-site, SLA adherence, cycle time, revisit rate and first-time-fix rate.
• Case records and logistics screens that attribute actions you perform in the app (receiving units, recording outcomes, sign-offs, dispatch steps) to you by name or account, as part of the audit trail.

The management views are visible to admin and logistics roles. Subcontractor scorecards are aggregated per organisation — but if your organisation has one technician, that is effectively about you, and we do not pretend otherwise. These metrics inform planning, quality follow-up and partner conversations; they do not trigger any automatic action against anyone.

4. Your Account, Calendar, Time off and Notes

The app holds your account data: name, work email, role and your organisation or home-warehouse link. Every action you take in the app is attributed to your account in the case audit trail — that attribution is deliberate and kept for audit purposes. If you work for a partner firm, it is removed 3 years after the case closes (section 7).

The app also stores your working calendar: scheduled visits, self-booked calendar blocks with optional notes, and per-day time off with an optional free-text note. Scheduling staff and admins can see these so visits are not booked on your days off. Practical advice: the note field does not need a reason — “unavailable” is enough. Please do not write health details or other private matters in it; if you have, you can ask us to remove them at any time.

When you replace a unit. The faulty unit has to come back to us. If a subcontractor or authorized installer carried out the visit, the reminders about a unit that has not come back (normally day 15 and day 21), the Logistics & Finance phone call (day 30) and, if it is still not returned by day 45, an invoice for the replacement all go to that firm. If you are an Emaldo® field technician, those reminders go to you and to our Logistics & Finance team, the day-30 follow-up is with you, and nobody is invoiced. A unit that has not come back is followed up by a person, and if it is not coming back at all, Logistics & Finance records why on the case.

Calls from the Emaldo® number. When the app's Call button calls a customer for you, our phone provider 46elks (Sweden) first rings your work mobile, then puts you through to the customer, who sees the Emaldo® number instead of yours. For that, your work mobile number is kept on your account, and for each call the app keeps when it was made, whether you and the customer answered, how long it lasted, what it cost, and whether you said you talked to the customer or reached their voicemail. 46elks receives both numbers and the times of the call. Calls are not recorded. These tries count towards the first-call rule (book within 2 working days, plus 2 more after a logged call).

On my way. On the day of a visit you can tap On my way when you set off. The app then asks your phone once where you are, and our map provider Mapbox works out the driving time from there to the customer, so the text the customer gets (sent by 46elks) can say when you will arrive. Your position is sent to Mapbox for that one lookup and is not stored by the app; the case history keeps only that the text was sent and the arrival time it gave. If you do not share your location, the text goes without a time.

Your Outlook calendar. The app puts the visits booked with you, and your own calendar blocks, into your own Outlook calendar (Microsoft 365), and moves or removes them when a booking changes; a visit that has taken place stays there until the customer's data is anonymised. The app reads and writes only the events it puts there: it does not read your other appointments or your email. For each event it keeps which visit or block it is and when it was last written.

5. What the App Does Not Do

• No continuous or background location tracking — location is read only at the two visit taps, where only the on-site/off-site/unknown verdict is kept, and once at On my way, where nothing of it is kept.
• No call recording: the app never records or listens to your calls.
• No automated discipline. No flag, metric or measurement in this system takes any action against you by itself; every consequence involves a human decision.
• No secret data. Everything described in this note is everything the app records about your work. If that ever changes, this note will be updated and re-issued before the change takes effect.

6. Legal Basis and Your Say

We rely on our legitimate interest in accurate records of the work done and in running a service programme we are accountable for, with good service quality (Art. 6(1)(f) GDPR), for the measurements described above. The visit times are not used to work out anyone's pay.

7. How Long We Keep It

Visit timestamps, GPS verdicts, measured and entered time on site and any justification you wrote live on the case record. Customer personal data on a case, including any free-text justification you wrote, is automatically anonymised 1095 days (3 years) after the case closes. Call records (time, length, who answered, cost) live on the case record and follow the same rules.

If you work for a partner firm: your name is removed from a case 3 years after the case is closed, together with every link from the case to your account. After that, the case shows only which firm did the work, the dates and the units that were replaced. Your account is closed when you leave or no longer need it, and it is deleted 12 months after it is closed: your login, your work email address, and any phone number and photo. A case that is not yet 3 years past its close keeps your name until it is; once the last one is, your name is gone from the app. If you accepted the service agreement for your firm, the record of that acceptance keeps your name, job title and email address as evidence of the agreement.

If you are an Emaldo® field technician: the visit timestamps, GPS verdicts and measured/entered time on site themselves, together with the attribution of the work to your account, survive that anonymisation as part of the audit skeleton and currently have no defined end date. Your work mobile number stays on your account until an admin removes it or you leave. Time-off and calendar notes are intended to be kept for no more than 12 months; until that automated clean-up is in place, they are retained until they are deleted or you ask us to remove them. Aggregated metrics are computed live from the case records; because work attribution survives case anonymisation, per-technician metrics remain computable beyond the 3-year point until an employee-data retention bound is set.

8. Your Rights

You can ask to see the data the app holds about you, have mistakes corrected, ask for deletion where retention no longer applies, and object to processing based on our legitimate interest. Contact privacy@emaldo.com or speak to your manager. You can also complain to a supervisory authority: Datatilsynet, the Danish data protection authority, at datatilsynet.dk, or the data protection authority where you live or work, such as Integritetsskyddsmyndigheten (IMY) at imy.se in Sweden.

Acknowledgement

Your employer will ask you to confirm you have read this note when your account is created.

Looking for how Aftercare handles customer and installer data? Read the general privacy notice.