This policy explains what the Multilarm Android app accesses, why, and where it goes.
The app is a remote control for Multilarm audio-scheduling devices you already own and
operate; it talks only to your Multilarm cloud account at
https://multilarm.com/cloud.
Multilarm is operated by SoftwareByAM. The app is used by administrators and operators of their own Multilarm devices. We do not sell data and we do not use it for advertising.
For push notifications only, the app uses Google’s Firebase Cloud Messaging (FCM) to deliver alerts to your phone. FCM receives a device push token and the minimal message payload described above. This is the standard Android push mechanism and is used solely to deliver your own device alerts; it is not used for analytics or advertising. See Google’s privacy policy at policies.google.com/privacy. If you never enable push notifications, no FCM token is created and nothing is sent to Google.
All communication with the server uses HTTPS (TLS). Your session and any saved credentials are stored using Android’s hardware-backed encryption. You can sign out at any time, which clears the saved session and credentials from the device.
The app stores only your session/credentials locally; signing out or uninstalling removes them. Your account data (devices, audit history) lives in your Multilarm cloud account — to delete it, remove the relevant items in the dashboard or request account deletion via the contact below.
If you submit the commissioning booking form, we store the details you enter (name, organisation, email, phone, site postcode and the technical details of your request) for the sole purpose of arranging, pricing and carrying out your installation visit, and for keeping the legally required accounting records of any resulting invoice. These details are never used for marketing and never shared with third parties. All payment is by bank transfer or invoice — we do not take card payments, and no card data ever touches our systems. To view or delete your booking data, use the contact below (completed-job records may be retained where required for tax/accounting law).
We count how many people visit multilarm.com and which pages and downloads they choose, because otherwise we have no idea whether anything we write is read. We do it ourselves, on our own server, with no analytics company involved and no cookies. Nothing is stored in your browser and nothing is shared with anyone.
Your IP address is never stored. It is used for a fraction of a second to work out a short scrambled code, by mixing it with a secret random number that we throw away and replace every single day. That code lets us tell two visits apart on the same day and nothing more — once the day’s secret is gone, not even we can reverse it, link it to another day, or connect it to a person. We record the page address, the day and hour, and — if you arrived from another website — that website’s name only, never the full link, because a full link can contain your search words.
What we deliberately do not collect: no cookies, no browser fingerprinting, no advertising or tracking network, no query strings, no full browser identifier, no cross-site history, and nothing that would let us recognise you tomorrow. Counting runs only after a page has finished loading, so it can never slow a page down or stop one appearing; if you block JavaScript you are simply not counted, and everything on the site still works. The copy of the manual installed with Multilarm never does any of this — it is offline software and it sends us nothing at all.
The “Help” chat widget on multilarm.com answers questions entirely inside your browser from bundled help data — your questions are never sent to any AI service, and the copy built into the Multilarm manual works with no internet connection at all.
What we record. Each question you type is logged, whether or not we could answer it: the question text, the page you asked it on, and what happened (answered, not answered, that you pressed “Helpful” or “Not helpful”, or that you went on to email support). We use this to find gaps in the documentation. Nothing in that log identifies you — no IP address, no cookie, no account, no identifier of any kind, and no way to tie one question to another or to a person. Separately, and only to stop abuse, a hashed form of your IP address is held for ten minutes to rate-limit the endpoint, and is then discarded; it is never stored alongside your questions. The assistant built into the in-app manual logs nothing at all, because it has nowhere to send it.
Your conversation. It is kept only in your browser tab and is discarded when the tab closes. If you choose “Email support”, your message — and the conversation, only if you leave the include-box ticked — is emailed to us like any other contact-form message. If you are signed in to the Cloud Dashboard and pick one of your devices, a diagnostic snapshot of that device is attached so we can help without a round of questions.
Messages you send — through the contact form, the help assistant, or directly to hello@multilarm.com — are filed as a numbered enquiry so nothing is lost and you can be given a reference. We keep what you sent, your name and email address, and the reply we send back. This is all processed on our own systems: no third-party helpdesk, no AI service, nothing leaves our hosting.
Automatic sorting and drafting. Each message is compared against the same bundled help data the chat widget uses, to sort it by topic and urgency and to prepare a suggested reply. This is ordinary keyword matching, not artificial intelligence, and it makes no decision about you.
Automatic replies. A small, fixed list of common questions — where to download the software, whether there is a phone app, and similar — may be answered immediately and automatically, so you are not left waiting a day for a link. Every automatic reply says plainly that it was sent automatically and invites you to reply for a person. Anything else — and always anything about pricing, licensing, refunds, safety, security or your account — is read and answered by a human being. If you would rather never receive an automatic reply, say so in your message and we will note it on your address.
How long we keep it. Correspondence is retained while it is useful for supporting you and for our own records. Ask us using the contact details below and we will delete your enquiries.
Multilarm is a facilities/operations tool and is not directed at children.
If this policy changes, the “last updated” date above will change and the new version will be posted at this URL.
Questions or deletion requests: hello@multilarm.com.