--- # i-net Clear Reports > Reporting and dashboards from any database or data file. 40+ chart types, Crystal Reports compatible (v7-13). AI-powered Ad Hoc reporting, self-service dashboards. Java, .NET, and REST APIs. Self-hosted or cloud server. For data teams, BI departments, and OEM integration. --- # i-net HelpDesk > ITIL-aligned ticket management. Deploys in under a day. JavaScript hooks, automated workflows, Task Planner. Optional AI for response suggestions, summarization, spam detection, KB creation, and OOO detection. SLA targets: 2h critical, 4h high, 24h standard. Self-hosted or hosted, browser & PWA. For IT support teams and service desks. --- # i-net PDFC > Document comparison for PDF, DOCX, ODT, and images. Detects text, table, style, and structure changes - details text-only tools miss. 200-page text comparison in under 3 minutes. Desktop, server, or REST API. For legal, compliance, and publishing teams. --- # i-net CoWork > GDPR-compliant text and video chat. Self-hosted on your servers - no third-party cloud. End-to-end encrypted. File sharing, screen sharing, task management. Runs on Windows and Linux, browser & PWA. For organizations requiring data sovereignty. --- # Clear Reports Pricing > Standard and Plus licenses. Single Server, Cloud/SaaS, and OEM licensing. --- # HelpDesk Pricing > In-house User, Named User, and Hosted User licenses. Annual or perpetual. --- # PDFC Pricing > Standard, Plus, Server, and Cloud licenses. Annual or perpetual. --- # CoWork Pricing > Server, Cloud/SaaS, and Site licenses. Annual or perpetual. --- # Contact > Email support during business hours (Mo-Fr, 8:00-17:00 CET/CEST). Premium and HelpDesk Priority tiers with guaranteed response times. Free setup guidance for trial users. --- # Version Support > Long-Term-Support model: x.10 releases get 5 years general support, 4 years critical fixes, 3 years regular bug fixes. x.4 releases get 1 year support. --- # Documentation Search > Search across product documentation, API references, whitepapers, and FAQs. --- # Clear Reports Whitepaper > Complete product overview, features, licensing, system requirements --- # Clear Reports Features > Feature catalog # i‑net Clear Reports Features Overview i‑net Clear Reports is a self-hosted Java reporting engine with 40+ chart types, Crystal Reports compatibility, and support for electronic invoices in ZUGFeRD 2.4 / Factur-X 1.08 and Peppol. Developers integrate reporting functions into their applications through Java, .NET, or the WebAPI, while business users create ad hoc reports with optional AI assistance. LDAP, Active Directory, OAuth, and two-factor authentication simplify integration into existing IT environments. Below is an overview of other important features of i‑net Clear Reports. A complete list of all features can be found in the [whitepaper](https://www.inetsoftware.de/en/i-net-clear-reports/whitepaper/). ![i-net Designer interface with a 3D chart and report layout, including headers and footers.](https://www.inetsoftware.de/media/images/reporting/product-images/designer-report-layout-3d-bars.webp) ## Multitude of Report Elements i‑net Clear Reports provides a library of report elements - charts, crosstabs, subreports, barcodes, and conditional formatting - to create professional reports. The i‑net Designer offers drag-and-drop functionality for all elements, with a formula editor for calculated fields. Crystal Reports templates can be taken over (versions 7 to 8.5 directly, version 9 and later via a supplied converter), making report creation accessible to both technical and non-technical users. - Advanced charting with 3D visualization and interactive elements - Cross-tabulation for multidimensional data analysis - Powerful formula engine with Java extensibility - Rich text formatting, images, and dynamic tables - Multi-column layouts, forms, and label designs - Document embedding for PDF and Office formats - Dynamic parameters and conditional formatting - Dynamic subreports with data-driven content - Database BLOB field integration for images - Custom Java Beans for barcodes, gauges, and specialized components ![i-net Clear Reports web interface with sample reports in the repository browser.](https://www.inetsoftware.de/media/images/reporting/product-images/repository-browser.webp) ## Secure Data Storage i‑net Clear Reports provides a centralized, secure storage solution through its integrated Drive feature. This enterprise-grade storage system ensures that all reports and sensitive data are protected with comprehensive authorization management and access controls, making it ideal for organizations with strict security requirements. - Centralized report storage with enterprise-grade security - Granular permission management for users and groups - Secure access controls with role-based authorization - Elegant web interface for report management and sharing - Direct integration with i‑net Designer for seamless workflow - Group-based access control for collaborative environments - Ad Hoc in Drive: export and edit .adhoc files directly from the Drive ![Diagnostics page with memory usage chart and server environment data details.](https://www.inetsoftware.de/media/images/reporting/product-images/diagnostics.webp) ## High-Performance & Scalability i‑net Clear Reports is engineered for enterprise-scale reporting with advanced performance optimizations. The platform features intelligent caching mechanisms, optimized memory usage, and efficient data processing algorithms to handle massive datasets without compromising speed or reliability. - Advanced metadata and report caching for faster execution - Configurable JVM memory optimization and tuning - Vertical scaling with multi-core processor support - Horizontal scaling with clustered server deployment - Optimized SQL query generation and execution - Row buffer management for large datasets - Real-time performance monitoring and diagnostics ![i-net Designer interface with a 3D bar chart, showing customizable chart types and data visualization options.](https://www.inetsoftware.de/media/images/reporting/product-images/designer-report-layout-3d-bars.webp) ## Visual Analytics & Charts i‑net Clear Reports offers 40+ chart types for every data visualization need. From simple bar charts to complex 3D surface plots, interactive zoom, drill-down, and conditional highlighting make your data come alive. Charts render with full fidelity across all export formats including PDF, HTML, and Excel. - 40+ chart types: bar, line, area, 3D surface, radar, bubble, scatter, pie, and combined charts - Interactive features: zoom, legend toggling, real-time data highlighting, and tooltips - Drill-down from overview charts into detailed breakdowns - Conditional formatting and threshold-based color highlighting - Full export fidelity in PDF, HTML, Excel, RTF, DOCX, and image formats - Combined charts mixing multiple chart types in a single visualization - Data-driven chart properties via formula language ![Export menu in i-net Clear Reports listing formats such as PDF, Word, Excel, CSV, JSON, and XML in front of a 3D chart.](https://www.inetsoftware.de/media/images/reporting/product-images/export-formats.webp) ## E-Invoicing with ZUGFeRD, Factur-X and Peppol i‑net Clear Reports creates electronic invoices in ZUGFeRD 2.4 / Factur-X 1.08 and Peppol BIS Billing 3.0 format from a single plugin. Factur-X embeds machine-readable data directly in a PDF/A-3 file (hybrid format), while Peppol produces a standalone XML document for transmission over the Peppol network. - Hybrid PDF/A-3 invoices in ZUGFeRD 2.4 / Factur-X 1.08 (CII D22B) - Standalone XML invoices in Peppol BIS Billing 3.0 (UBL 2.1) - Create invoice templates in i‑net Designer and fill them with your data - Shared field mappings for both formats - configure once - Switch the output format via a URL parameter, also via API ![i-net Designer interface showing a report with a bar chart from 2023 to 2025.](https://www.inetsoftware.de/media/images/reporting/product-images/designer-with-report.webp) ## Crystal Reports Compatibility With i‑net Clear Reports, you protect your existing investments and migrate gradually from Crystal Reports. i‑net Clear Reports reads templates of versions 7 to 8.5 directly; templates from version 9 onward are taken over via a supplied converter. Existing report designs and logic are largely preserved; depending on the report, individual adjustments in i‑net Designer may be required. - Direct support for Crystal Reports templates of versions 7 to 8.5 - Templates from version 9 onward via a supplied converter - Automatic conversion to the i‑net Clear Reports RPT format during editing - Largely preserved report designs and logic - Enhanced performance compared to original Crystal Reports - Access to modern features and capabilities - Optional redesign with i‑net Designer for optimization - No data migration required; existing templates are converted instead of recreated ![Dashboard with customizable widgets, real-time data, and sharing options.](https://www.inetsoftware.de/media/images/reporting/product-images/dashboard.webp) ## Dashboard Overview pages on a flexible grid with drag-and-drop: watch reporting-server health in real time - load, memory, storage, certificates, and HTTP checks - next to configuration and Report Drive, and combine that with ad hoc reports, charts, and indicators for everyday use. - Operational widgets for platform teams; dashboards shareable with users and groups at read, write, or manage level - Ad hoc report widgets; pie, bar, and line charts, tables, values, gauges, progress bars, traffic lights; conditional highlighting by thresholds - Real-time updates, fullscreen for presentations, import and export as .dashboard files ![Report in i-net Clear Reports showing a bar chart of orders per customer and a table with company names, dates, and amounts.](https://www.inetsoftware.de/media/images/reporting/product-images/ad-hoc-reporting.webp) ## Ad Hoc Reporting with AI With browser-based ad hoc reporting, business users create their own evaluations without knowing the database structures. They work with data templates approved by the administrator or developer. Optionally, AI creates reports from natural language input. - Create charts, tables, and crosstabs in the browser - Have AI generate reports from natural language input - Optional AI support: administrators enable it and select the AI provider - Save, export, and edit ad hoc reports in the Drive - Embedding in other applications; i‑net Designer uses Ad Hoc as a report wizard ![Task Planner with the time dialog open: start date, start time, repetition every two weeks, and the next executions.](https://www.inetsoftware.de/media/images/reporting/product-images/task-planner.webp) ## Task Planner Automate recurring evaluations, e.g., at the end of the month, with the Task Planner in the Plus edition. Reports run at defined times in a selected output format and are then sent, saved, or printed. - Time-controlled and calendar-aware report execution - Distribution via email, FTP, file system, Drive, or print - Separate execution history for each task - Read-only access to task definitions via the WebAPI - Extensible with custom targets and actions via plugins ![i-net Clear Reports software interface showing language editor and translation options for German.](https://www.inetsoftware.de/media/images/reporting/product-images/internationalization.webp) ## Internationalization & Localization i‑net Clear Reports provides comprehensive multilingual support for both the server interface and report content, enabling global deployment and user accessibility. The platform supports multiple languages with dedicated translation management tools. - Multi-language server interface (English and German by default) - Dedicated translation management interface - Report content localization with i‑net Designer - Automatic language detection based on user preferences - Consistent terminology across all interface elements - Easy addition of new languages through translation files ![Plugin Store with categories such as Administration, Applications, and Authentication, and plugins such as Configuration, Diagnostics, and Users and Groups.](https://www.inetsoftware.de/media/images/reporting/product-images/plugin-store.webp) ## Plugin Architecture & Store i‑net Clear Reports features a robust plugin architecture that enables unlimited extensibility and customization. The integrated Plugin Store provides access to a growing ecosystem of free plugins, allowing you to tailor the platform to your specific business requirements. - Modular plugin architecture - custom data sources, chart types, export formats, and security integrations via Java plugins - Integrated Plugin Store with automatic updates - Free plugins for security and enhanced features - Easy installation and management through the web interface - Java-based plugin development with comprehensive APIs - Sideloading support for custom internal plugins ## There is still a lot more! Discover the full scope of i‑net Clear Reports in the whitepaper or download the latest version and start creating reports. The free trial license is valid for 90 days without functional restrictions, limited to 2 concurrent connections. Would you like to just try out the application quickly? Test our online demo. [Whitepaper](https://www.inetsoftware.de/en/i-net-clear-reports/whitepaper/) [Demo](https://reporting.demo.inetsoftware.de) [Download](https://www.inetsoftware.de/en/i-net-clear-reports/download/) --- # HelpDesk Whitepaper > Complete product overview, features, pricing, FAQ ![i-net HelpDesk Background](https://www.inetsoftware.de/media/images/logos/hd_background.svg) # ![i-net HelpDesk Logo](https://www.inetsoftware.de/media/images/logos/hd.svg)i-net HelpDesk Whitepaper ![i-net software GmbH Logo](https://www.inetsoftware.de/media/images/logos/i-net-software.svg) i-net software GmbH Leipziger Platz 16 10117 Berlin, Germany ## Table of Contents - [Introduction](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#introduction) - [About i-net HelpDesk](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#about-i-net-helpdesk) - [Features](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#features) - [Core functions of the ticket system](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#core-functions-of-the-ticket-system) - [Ticket processing](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#ticket-processing) - [Ticket processing workflow](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#ticket-processing-workflow) - [Dashboards](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#dashboards) - [Progressive Web App (PWA)](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#progressive-web-app-pwa) - [Search](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#search) - [Replies, signatures, and PDF preview](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#replies-signatures-and-pdf-preview) - [Office documents with Euro-Office and ONLYOFFICE](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#office-documents-with-euro-office-and-onlyoffice) - [Mobile use](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#mobile-use) - [ITIL](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#itil) - [Forms](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#forms) - [Processes and workflows](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#processes-and-workflows) - [Quick Tickets](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#quick-tickets) - [Serial Tasks](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#serial-tasks) - [Bundling or splitting tickets](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#bundling-or-splitting-tickets) - [Additional features](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#additional-features) - [AI integration](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#ai-integration) - [Automation with the Task Planner](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#automation-with-task-planning) - [Knowledge Base](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#knowledge-base) - [Inventory and asset management](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#inventory-and-asset-management) - [Calendar and appointments](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#calendar-and-appointments) - [Live Support with AI](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#live-support-with-ai) - [Messenger channels](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#messenger-channels) - [Time tracking and cost accounting](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#time-tracking-and-cost-accounting) - [Technical Integration](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#technical-integration) - [Interfaces and integration](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#interfaces-and-integration) - [Server administration and browser interface](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#server-administration-and-browser-interface) - [User and group management](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#user-and-group-management) - [Authentication and security](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#authentication-and-security) - [Data protection (GDPR)](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#data-protection-gdpr) - [Plugin Management](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#plugin-management) - [Internationalization of the user interface](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#internationalization-of-the-user-interface) - [System monitoring and diagnostics](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#system-monitoring-and-diagnostics) - [Backup and Maintenance](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#backup-and-maintenance) - [Reporting](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#reporting) - [i-net CoWork Integration](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#i-net-cowork-integration) - [Team communication in the HelpDesk](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#team-communication-in-the-helpdesk) - [Licensing and pricing](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#licensing-and-pricing) - [Trial](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#trial) - [In-house](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#in-house) - [Hosted](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#hosted) - [System requirements](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#system-requirements) - [Installation and deployment](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#installation-and-deployment) - [Docker installation](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#docker-installation) - [Documentation and Support](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#documentation-and-support) - [Administrator Documentation](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#administrator-documentation) - [API documentation](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#api-documentation) - [Version support and maintenance](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#version-support-and-maintenance) - [Professional Support](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#professional-support) - [Definitions](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#definitions) - [About Us](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#about-us) [Print Whitepaper](javascript:window.print()) ## 1 Introduction i-net HelpDesk is self-hosted or Germany-hosted ticketing and service desk software by i-net software GmbH, founded in 1996. It brings requests from email, forms, live chat, and messengers together in one ticket system with ITIL-based processes, a knowledge base, asset management, the Task Planner, a calendar, and optional AI features. Licensing is based either on named supporters (Named User License) or on the total number of users (User License); i-net CoWork, Drive, and i-net Clear Reports are included at no extra license cost, and the trial is free for 60 days. ### 1.1 About i-net HelpDesk Support organizations face the challenge of efficiently handling increasing volumes of inquiries while dealing with limited resources. i-net HelpDesk is ready for use in under one day, **without on-site consulting or a lengthy project phase**: setup wizard, database connection (MS SQL Server, Oracle, MySQL, or MariaDB), ticket processing. The platform scales from a 2-person team to enterprise-wide service desks with thousands of users. The free trial includes setup assistance from experienced consultants and a live demo. i-net HelpDesk automates support with response suggestions, summaries, categorization, spam detection, and knowledge base article creation - each AI feature configurable individually. Flexible forms, configurable processes, and automated workflows structure ticket handling, while the Task Planner runs recurring or event-based processes. **Dashboards** with ticket-specific widgets can be shown directly in the Tickets application, and reporting with i-net Clear Reports enables data-driven decisions. This makes i-net HelpDesk particularly valuable for: - **IT departments**: From small teams to large organizations that need structured ticket processing - **Customer service teams**: External customer support with professional workflow management functions - **Internal processes**: Workflow automation for recurring business processes - **Compliance-oriented industries**: Regulated industries with audit requirements. The ticket history records every edit and every field change as a processing step, and the platform's Event Log records events with their time and the user who triggered them. Technically, i-net HelpDesk is a fully web-based application. It runs on-premises in your network, as a solution hosted in Germany on dedicated hardware with no multi-tenant sharing, or integrated into existing systems. The plugin architecture enables targeted customization. Server platforms: Windows, Linux, macOS, and Docker; clients: current versions of Chrome, Firefox, Safari, and Microsoft Edge, also installable as a PWA on mobile devices. Version support: general support for up to 5 years; the x.10 versions (LTS) receive up to 4 years of critical and up to 3 years of regular bug fixes. ## 2 Features ### 2.1 Core functions of the ticket system #### 2.1.1 Ticket processing The "Tickets" application is the center of ticket processing by supporters. Due to the user role concept, the application is also the central working environment for dispatchers and end users. Whether for internal or external customer support, tickets are usually processed by supporters in several individual steps in the Tickets application until they are completely closed. New tickets can also be created in the application by the supporter. Depending on the area of application, new tickets can also be created by end users. For this purpose, the Tickets application is available with a reduced range of functions. Other frequently used methods for creating tickets include receipt via email, filling out forms, or the developer-oriented Web API. Tickets in i-net HelpDesk are generally organized into resources - this is a two-level, folder-like structure. In practice, two levels are usually sufficient, because combining, for example, categories and ITIL statuses covers the application scenarios of i-net HelpDesk. In the overview, supporters see all tickets in the selected view by default. On the left-hand side is a list of all views - these are groupings of tickets based on defined rules. i-net HelpDesk comes with a modifiable list of standard views, for example "New Tickets," "Open Tickets," and tickets grouped by resource. New views can be created from the search function, for example. The ticket overview can be displayed in card, standard, and expert view. The different views offer varying levels of detail and a corresponding density of information. All views can be customized by the user according to their own preferences. The behavior of how a ticket is opened can also be configured. Preview views next to or below the list as well as direct opening of a ticket are permitted. A user therefore does not always have to open a ticket directly, but can first view a preview of the current status. The Kanban view adds another way to work with tickets: supporters can create, arrange, and move ticket cards in customizable columns. Actions can be performed on one or more tickets directly from the overview. This means you don't always have to open a ticket to edit it, but can complete various tasks directly. When a supporter begins processing a ticket, that ticket is locked for all other supporters. If several supporters are active on a ticket, i.e., they have opened it, this is indicated in the header by the supporters' avatars. Here you can also see which supporter currently has write access to the ticket. Both read and write access to tickets can be controlled via multi-layered permissions. These include user configuration, in which, for example, global read and write access can be granted, as well as permissions at the resource level or explicit sharing of tickets. The "Tickets" application updates automatically when changes are made to the ticket data. ![i-net HelpDesk Ticket Overview](https://www.inetsoftware.de/media/images/helpdesk/product-images/ticket-management.webp)i-net HelpDesk Ticket Overview #### 2.1.2 Ticket processing workflow The typical ticket processing workflow in i-net HelpDesk follows a structured 3-step process: - **1. Request receipt**: Customers or end users submit requests - by phone, email, form, or via the end user client. - **2. Dispatcher pre-sorting**: A dispatcher receives the request, adds additional information if necessary, and forwards it as a ticket to a resource for processing. This can also be done automatically. - **3. Processing**: An employee of the resource takes over processing until the ticket is completely resolved. Processing can be carried out in several steps, the ticket can be assigned to other users/resources through manual escalation, and subtasks can be defined via processes. After closing, the ticket can be reactivated for further processing at any time. ![i-net HelpDesk New Ticket](https://www.inetsoftware.de/media/images/helpdesk/product-images/Download.webp)i-net HelpDesk New Ticket #### 2.1.3 Dashboards The standalone **Dashboard** application provides customizable boards with a flexible grid, drag-and-drop widgets, and **real-time updates**. Typical visualizations include values, gauges, progress indicators, traffic lights, ratings, pie and doughnut charts, bar and line charts, and tables. Dashboards support conditional highlighting, configurable chart options, **sharing with users and groups** at defined permission levels, a data-owner mode for viewers, **import and export** as `.dashboard` files, and fullscreen mode for wall displays. **System widgets** (for example active users, CPU, RAM, disk space, certificate expiration, HTTP checks, and logs) complement **product-specific ticket widgets**. Personal and shared dashboards can also be shown **directly in the Tickets application**. Which dashboards are visible depends on **user permissions**; each user controls which dashboards are shown in the view settings. Dashboard widgets also expose mean time to resolution (MTTR) and first-contact resolution (FCR) so service teams can track measurable improvements. **Ticket-focused widgets** include, for example: - Ticket counts and trends; open vs. closed over time - Breakdowns by ticket field with grouped statistics and heat maps - Upcoming deadlines (calendar) and remaining effort - Customer satisfaction ratings and response time analysis ![i-net HelpDesk Dashboard](https://www.inetsoftware.de/media/images/helpdesk/product-images/dashboard-en.webp)i-net HelpDesk Dashboard #### 2.1.4 Progressive Web App (PWA) i-net HelpDesk supports installation as a Progressive Web App (PWA) for both desktop and mobile devices. This technology allows all HelpDesk applications to be used as standalone apps without the need to install separate clients. The advantages are: - **App experience**: Its own window (desktop) and home screen integration (mobile) - **Push notifications**: System notifications for new tickets, mentions, and important updates - **Automatic updates**: Updates without manual installation - **Cross-platform**: Installable on Windows, macOS, Linux, iPhone, iPad, and Android, depending on support by the browser vendor - **Responsive design**: Adapted display for different screen sizes - **No app store dependency**: Installation directly via the browser - **Uniform operation**: All i-net HelpDesk applications in a consistent interface #### 2.1.5 Search The search function finds completed tickets quickly so they can be reactivated if necessary. A search can be saved as a personal view. The search function supports complex search criteria, including in historical data. #### 2.1.6 Replies, signatures, and PDF preview For communication in the ticket, a quoting function for tracking conversations, signatures for formal replies, and a PDF preview that can be minimized for parallel work are available. Access permissions to user information can be configured specifically. #### 2.1.7 Office documents with Euro-Office and ONLYOFFICE Supporters can use the Euro-Office plugin to view and edit Office documents directly from the Tickets application, Drive, and inventory. This also applies to documents attached to inventory devices. The integration supports Euro-Office and ONLYOFFICE. Editor sessions are bound to the user's HelpDesk session and expire after a period of inactivity. #### 2.1.8 Mobile use i-net HelpDesk is optimized for supporters who work on the go and can be used on iPhone, iPad, or Android devices. This allows them to process tickets directly on site at the customer's premises, just as if they were working on a PC in the office. Supporters working on the go use the same familiar interface. The **mobile features** include: - Complete ticket processing with access to resources and tickets, depending on the permissions of supporters and dispatchers - Formatted text display in processing steps - Email integration for replying to requests - Processing functions such as closing, resubmitting, and scheduling appointments - Server-set signatures for supporters - User interface in German and English **Technical requirements** are a current mobile browser and a reachable i-net HelpDesk server. If the server is publicly accessible, the connection is encrypted with TLS. If it is not publicly accessible, for example because it runs on the internal network behind a firewall, mobile access requires a VPN. The server then stays on the internal network, and ticket data is not transmitted over the open internet. #### 2.1.9 ITIL ITIL (IT Infrastructure Library) is a framework for process-oriented IT services. It is not a technical guide or binding standard, but rather a description of *what* needs to be done, without specific guidelines on *how* to do it. ITIL is neither a standard nor a seal of approval and requires individual adaptation to existing processes. Its strengths lie in its consistent service orientation, uniform technical language, and structured approach, which is particularly helpful for large or international organizations. ITIL is continuously being developed, which ensures that it remains up to date but also entails additional effort. The software itself cannot be ITIL-certified, as ITIL only provides a framework and language. i-net HelpDesk is therefore based on best practice recommendations, provides tools for practical implementation, and puts ITIL into practice in a pragmatic way: Central processes such as incident, problem, change, and configuration management can be mapped in a practical manner. The system distinguishes between different **ITIL process types** with specific functions: - **Primary ITIL types (work packages)**: - **Change request**: Control of changes to IT services - **Known error**: Documentation of known problems and their workarounds - **Problem**: Root cause analysis and permanent solution development - **Secondary ITIL types (sub-steps)**: - **Incident**: Fault handling and rapid problem resolution - **Service request**: Processing of service requests - **Standard change**: Standardized changes with predefined processes **Primary ITIL types can link multiple secondary ITIL types** to create complex workflows. Each ITIL type can have individual access permissions that are configured via user management. **Key performance indicators (KPIs)** help to continuously measure process quality via separate reports. Each database field can be used for reporting, enabling customized reporting according to business requirements. **Service Level Management** ensures that tickets are processed on time and SLAs are met with priority-based escalations and deadlines. The system supports automatic notifications and escalation levels based on defined service level agreements. The deadline specifies when a ticket must be completed. It results from the deadline of the priority, which is set in working hours per priority, for example 2 hours for critical, 4 hours for high-priority, and 24 hours for standard tickets. Only the working hours of the responsible resource count (by default Monday to Friday, 8:00 to 17:00). Dispatchers can also set fixed deadlines regardless of priority. The 4-level warning system visually displays the status of the deadline and can trigger automatic email notifications. The thresholds are set in the ticket configuration in working hours before the deadline and should match the deadlines of the priorities: | Level | Meaning | Default | |---|---|---| | Green | Deadline not yet near | - | | Yellow | Threshold for warning level yellow reached | 54 working hours before the deadline | | Red | Threshold for warning level red reached | 36 working hours before the deadline | | Exceeded | Deadline exceeded; the status changes to "Completion overdue" | - |The automatic escalation of tickets has its own thresholds for yellow and red (default: 27 and 18 working hours). Both sets of thresholds apply to the visual display and to automatic email notifications. **Configuration items** can be easily linked to tickets. At the touch of a button, the entire service history of a CI can be viewed independently of user or location data, enabling comprehensive tracking of system changes. **Management reports** can be automatically generated and sent by email using the included Task Planner. These reports provide an overview of service performance and support data-driven decisions. ITIL® is a registered trademark of AXELOS Limited. All rights reserved. #### 2.1.10 Forms i-net HelpDesk supports the creation of new tickets and the updating of existing tickets using forms. This function can be used for self-service forms or internal entry masks. New forms are created in the configuration application. There you also have the option of managing the forms in folders and assigning access permissions to the forms. This allows you to control which users are later allowed to fill out the form - from internal support to anonymous sharing with external users. ##### 2.1.10.1 Form logic and ratings **Form-based ticket editing** improves the consistency of data entry. An integrated **rating function** allows both internal and external users to evaluate the quality of the support service and provide feedback. For the fields of a form, you can use existing ticket fields or user fields, or create new fields. Visibility conditions can be used to guide users through the form and, for example, specify a variety of solutions for self-service. A form does not always have to result in a ticket being created or processed if a satisfactory result for the user has already been achieved. #### 2.1.11 Processes and workflows A process is a fixed sequence of any number of activities that control the processing of a ticket. Each activity symbolizes exactly one state of a ticket, e.g., a status, a process, or similar, in which the supporter must complete certain tasks. In this way, recurring processes, such as an order process, can be defined and compliance with company guidelines ensured. A ticket that goes through the process is always in exactly one activity at a time. When the process starts, the ticket is automatically placed in the first activity. The current activity determines the rules for further processing of the ticket: which ticket actions are possible and which activities can be activated next. With the help of parallel tickets, which can be created automatically or conditionally, it is also possible to map complex workflows. Once a process is complete, it is usually removed from a ticket and normal processing is possible again. Alternatively, the process can also be designed so that tickets remain in a certain state forever. Processes can be started in the Tickets application either manually or automatically, e.g., through the Task Planner. ![i-net HelpDesk Process Allocation Management](https://www.inetsoftware.de/media/images/helpdesk/product-images/process.webp)i-net HelpDesk Process Allocation Management #### 2.1.12 Quick Tickets Standard tasks can be completed with a single mouse click using the Quick Ticket function. Applying a Quick Ticket changes the selected ticket fields and optionally creates additional processing steps. This reduces the manual effort for recurring tasks. #### 2.1.13 Serial Tasks Recurring tasks can be scheduled daily, on weekdays, weekly, or monthly. They automatically trigger tickets for the relevant workgroups or employees. This function is suitable for regular maintenance tasks, system checks, or periodic reports. It is implemented using the Task Planner in combination with Quick Tickets. #### 2.1.14 Bundling or splitting tickets Bundling tickets or creating new tickets from individual processing steps makes it easier to record and process these tickets. Bundles can be viewed in the list of linked tickets, making it easier to track complex requests. ### 2.2 Additional features #### 2.2.1 AI integration i-net HelpDesk integrates AI functions in a modular fashion via the AI plugin and enables external AI providers to be connected to the application. You have a choice here and can use AI providers already established in your company, such as OpenAI, Gemini, and others. An AI provider installed on your own network can also be connected. The AI features are included at no extra cost; the AI provider's costs are billed through your own API key. Once the AI provider has been set up successfully, the following functions are available in i-net HelpDesk. In the configuration, you can optionally store detailed information, e.g., about your company or the style of AI responses. - **Response suggestions**: AI generates HTML responses based on ticket content, historical email/response pairs, and optional specifications. - **AI summary**: Longer tickets can be summarized for quick reference. - **Text rephrasing**: AI-assisted rewriting of ticket texts. - **Automatic categorization**: With this template in the Task Planner, new tickets are categorized by AI. - **Spam detection**: Optional AI-based filtering of incoming emails. - **Knowledge base**: Create an article from a ticket, optionally with AI support. A Task Planner action creates knowledge base articles with AI-generated problem and solution descriptions, also for multiple tickets; the category can be set via a dynamic placeholder. - **Per-feature activation**: The ticket list AI features (suggest, summarize, rewrite, and knowledge base article creation) can be activated individually; with the "Default" option, they use the configured default provider. - **Live Support and messengers**: An AI assistant answers Live Support and messenger requests first and hands them over to a supporter when needed (see [Live Support with AI](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#live-support-with-ai) and [Messenger channels](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#messenger-channels)). ![i-net HelpDesk AI Integration](https://www.inetsoftware.de/media/images/helpdesk/product-images/ai-assistent.webp)i-net HelpDesk AI Integration Compliance with data security is a particular challenge in the AI environment. However, fully data protection-compliant use can only be achieved through controlled use or the use of locally hosted AI. External AI providers receive the data sent for the respective feature, and their terms apply. #### 2.2.2 Automation with the Task Planner The Task Planner allows tasks to be executed on a time-driven or event-driven basis. It can be used as a central component of ticket processing and supports you with standard tasks. Furthermore, the Task Planner allows system tasks to be completed, such as creating backups and saving them to external drives. ![i-net HelpDesk Task Planner Interface](https://www.inetsoftware.de/media/images/helpdesk/product-images/taskplanner.webp)i-net HelpDesk Task Planner Interface The Task Planner in i-net HelpDesk includes HelpDesk-specific functions such as ticket triggers and jobs, as well as monitoring of asset warranty expiration. The plugin provides several templates for creating new tasks for standard scenarios. Examples include adding attachments or autotext to tickets or updating ticket fields using predefined templates. Tasks can be triggered when new tickets are created or modified. Jobs can change ticket statuses and classifications or forward escalations to other resources. Serial tasks receive additional sources from i-net HelpDesk, such as created tickets, started workflows and processes, or achieved target times. The ticket numbers of the serial tasks can be used as placeholders in jobs and actions. Task Planner definitions can be read through the Web API, and each task has a separate execution history. The calendar trigger in the Task Planner can filter events, so calendar events can trigger tasks selectively. ##### 2.2.2.1 Filters and conditions All ticket components (triggers and series) in the Task Planner offer filter options for selecting the tickets to be considered. Filters can contain one or two conditions linked by "AND" or "OR": You can include only tickets that meet both conditions, or tickets that meet at least one of the conditions. The "Ticket changed" trigger can be used to specify the status a ticket must have for the trigger to execute the corresponding task. Multiple status values are also possible here. Optionally, additional filter conditions can be added to check whether the trigger should actually be executed. ##### 2.2.2.2 Dynamic placeholders and formulas Each field of a ticket that triggers a task can be inserted as a placeholder in other task components. This makes it possible to perform actions that respond to ticket properties. For example, an email could be sent to a department manager when a ticket meets certain properties. ##### 2.2.2.3 Asset management integration The "Expiring Warranty" series offers the option of including devices whose warranty has already expired or only those whose warranty will expire in the near future. The system automatically monitors expiring asset warranties and can trigger appropriate notifications or actions. ##### 2.2.2.4 Process integration and workflow automation The "Ticket Process" trigger can be used when process handling starts or for selected events within a running process. Tickets created by tasks with the "Create Ticket with Quick Ticket" job can trigger other tasks, with infinite loops being detected and stopped. The "Add Auto Text to Request" action can add auto text to a ticket request or to the last processing step. Plugins provide additional triggers, jobs, and actions, and you can add your own. #### 2.2.3 Knowledge Base The knowledge base is a standalone web application that is integrated into ticket processing. Here you can organize problem-solution pairs to answer future queries more quickly. The knowledge base is not only available to supporters, but also optionally to end users, and represents another self-service portal. You can create new articles with a single click from the Tickets application. Supporters can copy article solutions, including embedded images, into their ticket replies. The Knowledge Base Web API lets you search, read, create, edit, and delete articles. ![i-net HelpDesk Knowledge Base](https://www.inetsoftware.de/media/images/helpdesk/product-images/kb.webp)i-net HelpDesk Knowledge Base #### 2.2.4 Inventory and asset management The inventory solution integrated into i-net HelpDesk can be used for any assets. You can freely configure both asset types and fields. Assets can be linked to users and tickets. Like most functions, access to assets is permission-controlled. This gives you the option of sharing assets only with specific groups of people. ![i-net HelpDesk Inventory Overview](https://www.inetsoftware.de/media/images/helpdesk/product-images/asset-management.webp)i-net HelpDesk Inventory Overview You can create and maintain new assets manually or import them from existing sources. The inventory has its own Web API and can also be queried and modified programmatically. #### 2.2.5 Calendar and appointments The Calendar application brings personal, shared, and external calendars together directly in i-net HelpDesk. Support teams can plan appointments, share calendars, and connect calendar events to their ticket workflows. - **Views**: Year, month, week, and day views, complemented by a mini calendar and full-text search - **External calendars**: Automatic synchronization via ICS, CalDAV, Google, and Outlook - **Appointments**: Create, edit, move, and delete appointments and recurring appointments with reminders - **Sharing**: Share calendars with read, write, or administrator permissions for users and groups - **Subscriptions**: Subscribe to calendars in other calendar programs such as Outlook, Google Calendar, or Apple Calendar via ICS, CalDAV, or WebCAL URLs - **Ticket integration**: The ticket action for arranging an appointment can send a calendar invitation (.ics file) by email to the ticket owner - **Task Planner**: The calendar trigger filters events and triggers tasks based on them ![i-net HelpDesk Calendar](https://www.inetsoftware.de/media/images/helpdesk/product-images/calendar-overview.webp)i-net HelpDesk Calendar #### 2.2.6 Live Support with AI In Live Support, an AI assistant can answer visitor messages first. You configure the assistant in the Live Support settings; visitors can request to speak to a human at any time. - **Configuration**: Selectable AI provider, resource, and information sources - **Control**: Adjustable context size and extra instructions for the assistant - **Handover**: Transfer to a supporter at the visitor's request or when the assistant cannot resolve the issue - **User matching**: Unknown visitors are created as users based on their email address; the request text stays focused on the actual inquiry ![i-net HelpDesk Live Support with AI](https://www.inetsoftware.de/media/images/helpdesk/product-images/live-support-ai.webp)i-net HelpDesk Live Support with AI #### 2.2.7 Messenger channels The Messengers plugin connects Telegram, WhatsApp, Instagram, and Facebook Messenger to ticket processing. - **Tickets from messages**: Incoming messenger messages open or update tickets in the matching ticket channel, including texts and attachments - **Replies from the ticket**: With the "Messenger Reply" ticket action, supporters answer requests directly from the ticket, including attachments - **Reactions**: Reactions to sent messages are recorded in the ticket as user comments - **Sender matching**: User fields for Telegram, WhatsApp, Instagram, and Facebook IDs match senders to HelpDesk users - **Automatic confirmation**: Optionally, an auto-reply confirms ticket creation to the sender - **AI handover**: With the AI plugin, messenger requests are answered by the AI first and can be handed over to a supporter on request ![i-net HelpDesk WhatsApp Ticket](https://www.inetsoftware.de/media/images/helpdesk/product-images/whatsapp.webp)i-net HelpDesk WhatsApp Ticket #### 2.2.8 Time tracking and cost accounting i-net HelpDesk records working times and calculates costs, so the effort per ticket, supporter, and customer can be traced. ![i-net HelpDesk Average Times Report](https://www.inetsoftware.de/media/images/helpdesk/product-images/accounting.webp)i-net HelpDesk Average Times Report ##### 2.2.8.1 Automatic time tracking with stopwatch The integrated stopwatch records the working time of supporters while they process tickets: - **Automatic recording**: Starts when you open a ticket and stops when you leave it - **Manual control**: Start/stop can be controlled manually - **Rule-based configuration**: Automatic, manual, or disabled per ticket/user - **Multiple users**: Each supporter has their own stopwatch per ticket - **Multiple tickets**: Simultaneous time tracking in multiple tickets - **Buffer**: 30-second buffer for accidentally leaving the ticket or refreshing the browser - **Minimum time filter**: Ignores sessions below a configurable minimum time ##### 2.2.8.2 Cost accounting Cost accounting is based on the recorded working hours and allows for various billing models: | Model | Calculation | |---|---| | Hourly rate per resource | Individual hourly rate per supporter × recorded time | | Flat rate per ticket action | Fixed costs per action, regardless of processing time | | Combination | Hourly rate × time + flat rate | | Customer-specific flat rate | Additional costs per end customer, e.g., travel expenses or processing fees |##### 2.2.8.3 Evaluation of times and costs The recorded times and costs are evaluated in the Drive application and can be displayed in various reports: - **Time reports**: Overview of hours worked - **Cost reports**: Financial evaluation of support activities - **Resource utilization**: Analysis of supporter working hours - **Customer billing**: Transparent cost breakdown for customers ### 2.3 Technical Integration #### 2.3.1 Interfaces and integration The integration of i-net HelpDesk, e.g., into external applications, can be accomplished using the Web API or the email interface. The connection to user management systems such as Microsoft Entra synchronizes employee and end customer data with the i-net HelpDesk user management. The email interface allows incoming emails to be processed fully automatically, including duplicate detection and handling of auto-replies. At this stage, you can already pre-assign resources, categories, and priorities and send users a confirmation of receipt. The i-net HelpDesk Web API offers JSON- and REST-based endpoints that are documented with OpenAPI/Swagger annotations. This gives you access to most of the ticket system, allowing you to search for tickets, check their status, or make changes. This also includes downloading attachments or adding new ones. Additional APIs support controlled integrations for settings, processes, and the Knowledge Base. i-net HelpDesk also includes optional bot and chat integration for Microsoft Teams, Discord, and the integrated i-net CoWork application (including voice, video, and meeting rooms). For connecting messengers, see [Messenger channels](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/#messenger-channels). Further supported systems: - **LDAP import**: - **Microsoft Active Directory** - **openLDAP** and other LDAP-compatible systems - **Email communication**: - **IMAP(S), POP3(S), SMTP(S)** - **MS Exchange** - **Microsoft 365** - **Kerio Connect** - **Hardware and software inventory**: - **LOGINventory** and other external web consoles - **ODBC-enabled data sources** Third-party programs can be controlled directly from i-net HelpDesk with parameter transfer. For example, with a single mouse click, you can find the relevant inventory data for a ticket in Microsoft Configuration Manager (SCCM), ZENworks, LOGINventory, etc. Existing databases can be integrated at no additional cost. i-net HelpDesk then generates a view of the relevant data records, enabling step-by-step migration. #### 2.3.2 Server administration and browser interface i-net HelpDesk Server offers a web-based administration interface that administrators use to configure the system centrally and to access all server functions. - **Configuration Manager**: Centralized management of all server settings and system configurations - **User and Group Management**: Users, groups, and permissions (see below) - **Ticket Configuration**: Management of ticket types, statuses, categories, and resources - **Form Management**: Creation and management of self-service forms - **Process Designer**: Graphical creation and management of workflow processes - **Task Planner**: Time-driven and automated execution of support tasks - **Data Source Configuration**: Management of all connected data sources and systems - **Server Statistics and Diagnostics**: Monitoring of server health and performance metrics - **Web API**: Testing of Web API requests with direct output - **Translations**: Localization of server labels and user interface - **Plugin Store**: Search for updates and installation of new features The administration interface is secured by a permission system that allows individual functions to be activated or deactivated on a user basis. This allows different user groups to be assigned different ranges of functions. ![i-net HelpDesk Server Configuration Interface](https://www.inetsoftware.de/media/images/helpdesk/product-images/config.webp)i-net HelpDesk Server Configuration Interface #### 2.3.3 User and group management The user and group management of i-net HelpDesk manages user accounts and groups centrally: - **Complete user accounts**: Users have complete accounts with multiple means of authentication - **Multiple authentication**: A user can use multiple login providers for the same account, e.g., Windows AD and GitHub - **Custom groups**: Creation of custom groups independent of external authentication systems - **Group assignments**: Users can be assigned to multiple groups - **Permission management**: Configuration of permissions for applications and functions - **Effective permissions**: Verification of a user's cumulative, effective permissions #### 2.3.4 Authentication and security The integrated i-net HelpDesk login is available for signing in. The focus is on single sign-on (SSO): plugins support identity management systems such as Windows, PAM, LDAP, and OAuth (for example Microsoft ADFS, GitHub, Facebook, Google). Users and groups can also be provisioned via SCIM v2, for example from Microsoft Entra ID. If no central authentication system is available, users can be stored directly with a password. Passwords are stored only as salted hashes. The rules for password complexity are also adjustable. For even greater security, two-factor authentication or passkeys can be used. By optionally enforcing two-factor authentication, each user is required to provide a second factor the next time they log in. Depending on the server configuration, token-based authentication via app, email, or hardware key is available for this purpose. #### 2.3.5 Data protection (GDPR) GDPR-compliant deployment can be supported through various measures: - **User data access**: Users can view information stored about them - **Data protection control**: Transparency regarding collected and processed data - **Account control**: Users have control over their own accounts For support and the hosted version, i-net software GmbH offers a [data processing agreement (DPA)](https://www.inetsoftware.de/en/company/dpa/). #### 2.3.6 Plugin Management The modular architecture of i-net HelpDesk allows administrators to install, configure, and manage plugins. Plugins can be installed via the local Plugin Store. If the server is connected to the internet, the available plugins will be updated with references to newer versions. Alternatively, plugins can be installed via sideloading, for example after downloading them from the public Plugin Store or for in-house developments. The plugin architecture makes it possible to expand functionality in a targeted manner and adapt it to specific company requirements. #### 2.3.7 Internationalization of the user interface i-net HelpDesk currently supports English and German for the user interface. Additional languages can be created and maintained using an integrated translation tool. Users receive a localized version of the user interface if a translation for the language of the browser or system has been provided. #### 2.3.8 System monitoring and diagnostics Administrators have access to important server statistics via special applications while the server is in operation. Among other things, the following is displayed here: - **Session statistics**: How many sessions there were and how many there are currently - **Ticket statistics**: Which tickets were created and how often they were processed - **Performance metrics**: Response times and resource usage #### 2.3.9 Backup and Maintenance The **maintenance backup** saves attachments, uploaded files and media, as well as ticket and system settings. Regular backups can be automated via the Maintenance application. The database, which contains all ticket and user data, for example, is not part of the maintenance backup. You back up the database separately. #### 2.3.10 Reporting i-net HelpDesk has full integration of i-net Clear Reports as a reporting solution. Standard reports are installed out-of-the-box to query KPIs and SLA-related metrics of the ticket system. Reports are stored in the integrated document storage system "Drive." From there, the reports are accessed and exported in various formats. Reports can be sent regularly using the Task Planner. ##### 2.3.10.1 Ad hoc reports The ad hoc reporting application offers the following functions for flexible report creation: - **Customizable themes**: Customization of the visual appearance of reports - **Flexible layouts**: Various display options for data presentation - **Multiple data sources**: Integration of various data sources in one analysis - **AI integration**: Ad hoc reports can also be generated using natural language input ![i-net Clear Reports Dashboard](https://www.inetsoftware.de/media/images/helpdesk/product-images/adhoc.webp)i-net Clear Reports Dashboard ##### 2.3.10.2 Report Designer Alternatively, you can create or modify existing reports using i-net Designer. This is a comprehensive designer offering a wide range of options for personalizing reports for your specific use. ### 2.4 i-net CoWork Integration i-net HelpDesk optionally integrates the self-hosted communication platform i-net CoWork, which supports GDPR-compliant operation, for secure team communication. This integration enables support teams to communicate directly from the HelpDesk without having to rely on external communication solutions. #### 2.4.1 Team communication in the HelpDesk The CoWork integration offers text chat, voice and video calls, and screen sharing directly in the HelpDesk context. Support teams can notify each other via mentions (`@user`, `@group`, `@all`) and collaborate in meeting rooms without having to leave the HelpDesk. Key features include self-hosted communication for strong data control; integration directly in the i-net HelpDesk interface; mentions and notifications; meeting rooms for team discussions and presentations; a commands system for bot integration; and integration with Elgato Stream Deck. Configured external services may process the data sent to them. i-net CoWork can be used with a valid i-net HelpDesk license at no extra license cost, including calls and meeting rooms. ## 3 Licensing and pricing i-net HelpDesk offers various license models. The license is always based on the number of users: either the total number of all users or the number of supporters. You can also choose between an in-house and a hosted version. Current prices are available in the [i-net HelpDesk pricing overview](https://www.inetsoftware.de/en/i-net-helpdesk/#pricing). We do not differentiate between different versions of i-net HelpDesk; all license types include the full range of functions. i-net CoWork, Drive, and i-net Clear Reports are included at no extra license cost. - **User License**: The User License defines the total number of all users in the system. It counts both the users or customers who receive support and the supporters who provide it; you can distribute the licenses flexibly between them. This license is ideal for teams with a limited user base, primarily for internal support. - **Named User License**: With the Named User License, only the named supporters who provide support are licensed. The number of users or customers who receive support is unlimited. This license is ideal for teams with a large user base, primarily for external support. ### 3.1 Trial The trial version is free for 60 days and includes the full range of functions. You can get it on the [download page](https://www.inetsoftware.de/en/i-net-helpdesk/download/). An online demo is available at [helpdesk.demo.inetsoftware.de](https://helpdesk.demo.inetsoftware.de). ### 3.2 In-house In the in-house version, i-net HelpDesk runs on your own server in your company network or in the cloud. You are responsible for installation, backups, and updates, but you receive full support from us. The costs consist of the one-time license fee and, optionally, the annual maintenance and support fees. ### 3.3 Hosted In the hosted version, i-net software GmbH operates your i-net HelpDesk in Germany on dedicated hardware with no multi-tenant sharing with other customers. i-net software GmbH takes care of installation, backups, and updates, and you receive full support. The costs are billed monthly. A [data processing agreement (DPA)](https://www.inetsoftware.de/en/company/dpa/) is available for the hosted version. ## 4 System requirements The following summary lists the most important minimum requirements. The [system requirements for the current version](https://docs.inetsoftware.de/helpdesk/help/system-requirements) in the online documentation are authoritative. An overview of supported versions, Java versions, and operating systems can be found on our [version support page](https://www.inetsoftware.de/en/support/version-support/). - **Processor**: at least 2.0 GHz with 2 cores; 4 cores for five or more and 8 cores for ten or more active supporters - **Memory**: 1 GB RAM in addition to the requirements of all other components, plus 500 MB per 100,000 expected tickets - **Hard disk space**: at least 2 GB free, plus 5 GB per 10,000 tickets for email attachments; for the database server, about 1 GB per 10,000 tickets - **Operating systems**: Windows Server 2025, 2022, 2019, 2016; Windows 11, 10; Linux / UNIX; macOS 13+; Docker. Suitable for virtual servers, terminal servers, and thin-client environments - **Databases**: MS SQL Server 2025, 2022, 2019, 2017, 2016; MS SQL Server 2019 Express (included in the download for the German-language Windows version; databases up to 10 GB); Oracle 19c, 18c, 12c, 11g, 10g, 9i; MySQL 5.x, 8.x; MariaDB 10.x, 11.x, 12.x - **Web server**: integrated Jetty web server (recommended), alternatively MS IIS or Apache 2.x - **Java**: The Java VM is shipped with i-net HelpDesk. A graphical user interface is not required on the server. - **Clients**: current versions of Chrome, Firefox, Safari, or Microsoft Edge (pure HTML5 application, installable as a PWA); for non-public networks, e.g., VPN access via WireGuard ### 4.1 Installation and deployment i-net HelpDesk can be installed in just a few steps, even without in-depth technical knowledge. - **Minimum requirements**: Only one additional database connection required - **Fully functional**: You can log in and create tickets immediately after setup - **Automatic user management**: The first user automatically becomes an administrator with all permissions - **Integrated web server**: Automatic setup, no separate IIS or Apache installation required You have the following installation options: - Installers for all supported operating systems and a Docker image - Setup supports installation via dialog as well as text setup for headless systems - Automatic configuration of default settings #### 4.1.1 Docker installation A Docker image of i-net HelpDesk is available for container environments. - Docker image available from [Docker Hub](https://hub.docker.com/r/inetsoftware/i-net-helpdesk) - Quick start with: `docker run -d -p 8002:8002 --name helpdesk inetsoftware/i-net-helpdesk` - Configurable ports and environment variables ## 5 Documentation and Support i-net HelpDesk offers comprehensive documentation and long-term support for administrators and developers. ### 5.1 Administrator Documentation - **[Getting Started](https://docs.inetsoftware.de/helpdesk/help/gettingstarted)**: First steps with i-net HelpDesk - **[Security Information](https://docs.inetsoftware.de/helpdesk/help/security)**: Security features and permissions - **[Docker Container Guide](https://docs.inetsoftware.de/helpdesk/help/docker-container-setup)**: Deployment in Docker environments - **[FAQ](https://faq.inetsoftware.de/c/i-net-helpdesk/10)**: Frequently asked questions and solutions ### 5.2 API documentation - **[REST API](https://docs.inetsoftware.de/helpdesk/help/webapicore)**: Web API for integrations; the endpoints are also documented via OpenAPI/Swagger - **[Email integration](https://docs.inetsoftware.de/helpdesk/help/email.einlesen)**: Receiving emails and creating tickets from them - **[Plugin APIs](https://apidoc.inetsoftware.de)**: API documentation of further plugins for custom extensions ### 5.3 Version support and maintenance i-net HelpDesk is continuously developed with two major releases per year (.4 and .10). The x.10 versions are long-term support (LTS) and receive prioritized bug fixes. - **General support**: Up to 5 years - **Critical bug fixes**: Up to 4 years for x.10 versions - **Regular bug fixes**: Up to 3 years for x.10 versions - **x.4 versions**: Bug fixes and minor enhancements for a maximum of one year - **New features**: Only available in the next version A detailed overview of the currently supported versions, Java versions, and support cycles can be found on our [version support page](https://www.inetsoftware.de/en/support/version-support/). ### 5.4 Professional Support We support you from the evaluation phase through to rollout and beyond. We respond within 24 hours on business days; support hours are Monday to Friday, 8:00 to 17:00 (CET/CEST). During the free trial period, we offer free telephone support and personal consultation. We would be happy to show you our software in a live demo or help you with the basic configuration of your trial installation. - **Phone**: +49 30 252 993 50 - **Email support**: [helpdesk@inetsoftware.de](mailto:helpdesk@inetsoftware.de) - **Direct support** from our support team We are also happy to work with you to resolve inquiries about updates for versions that are no longer officially supported. ## 6 Definitions - **Active Directory**: Microsoft directory service for the central management of network resources - **Activity**: Individual state of a ticket within a process (e.g., status or operation) - **ADFS**: Active Directory Federation Services - Microsoft solution for single sign-on - **API**: Programming interface for integration into external applications - **Asset**: Managed object in inventory (e.g., hardware or software) - **Change request**: ITIL type for controlling changes to IT services - **Configuration Item (CI)**: Configurable component of the IT infrastructure (hardware, software, services) required for the provision of IT services - **Dispatcher**: Employees who pre-sort incoming requests and forward tickets for processing. They require appropriate permissions in user management - **Docker**: Container technology for platform-independent provision of applications - **Docker Hub**: Cloud-based registry for Docker containers - **DPA**: Data processing agreement according to Art. 28 GDPR - **Drive**: Integrated document storage, e.g., for reports - **End users**: All users who are not supporters and therefore do not have special permissions in the system - **Event Log**: Platform log that records events with their time, the triggering user, and data - **FCR**: First Contact Resolution - share of tickets resolved at the first contact - **GDPR**: General Data Protection Regulation - EU-wide legal regulation for the protection of personal data - **Incident**: ITIL type for faults that should be resolved quickly - **ITIL**: A collection of recommendations for process-oriented IT services - **Java VM (JVM)**: Java Virtual Machine - runtime environment for Java applications - **Job**: Task to be performed in automation (e.g., generating reports or saving files) - **JSON**: JavaScript Object Notation - lightweight data format for data exchange - **Kanban**: View in which tickets are arranged and moved as cards in columns - **Knowledge base**: Collection of problem-solution pairs for recurring requests - **KPI**: Key Performance Indicator - metric for measuring performance and efficiency - **LDAP**: Lightweight Directory Access Protocol - protocol for accessing directory services - **LTS**: Long-Term Support - x.10 versions with an extended bug fix period - **MTTR**: Mean Time To Resolution - average time needed to resolve tickets - **Named User License**: License for named supporters; the number of users who receive support is unlimited - **OAuth**: Open standard for secure authorization between applications - **On-premises**: Installation and operation of software on the company's own hardware - **OpenAPI/Swagger**: Standards for the documentation and specification of REST APIs - **Passkey**: Modern authentication method without a password, based on cryptographic keys - **Plugin**: Extensible component for customizing and extending functionality - **Plugin Store**: Central point of contact for updates and installation of new features - **Problem**: ITIL type for root cause analysis and permanent resolution of recurring faults - **Process**: Defined sequence of activities that control the processing of a ticket - **Processing step**: Logged work step with text and data changes - **PWA**: Progressive Web App - a web-based application that behaves like a native app - **Quick Ticket**: Template that sets selected ticket fields with one click and optionally creates processing steps - **Resource**: Two-level, folder-like structure in which tickets are organized and assigned to areas of work; its members are the responsible supporters - **REST**: Representational State Transfer - architecture style for web services and APIs - **Self-service**: Option for end users to create tickets or find solutions independently - **SCIM**: System for Cross-domain Identity Management - standard for the automatic provisioning of users and groups - **Sideload**: Manual installation of plugins, e.g., after downloading them from the public Plugin Store or for in-house developments - **SLA**: Service Level Agreement - agreement on service quality and response times - **SSO**: Single Sign-On - authentication procedure for one-time login to multiple systems - **Supporter**: Employees responsible for ticket processing. This also includes dispatchers - **Task Planner**: Component for time-driven or event-driven execution of tasks, e.g., ticket actions, sending reports, or backups - **Ticket**: Unit for managing requests, including status, fields, history, and email communication - **TLS**: Transport Layer Security - encryption protocol for secure data transmission, e.g., via HTTPS - **Trigger**: Event that triggers an automated task (e.g., "New ticket" or "Time reached") - **Two-factor authentication**: A user's access authorization is based on a combination of two different, independent identification components. - **User License**: License for the total number of all users in the system, i.e., supporters and users who receive support - **View**: Grouping of tickets based on defined rules for overview and processing - **Workflow**: Complex sequence of processes and activities for recurring procedures ## 7 About Us Based in Berlin, i-net software GmbH has been a reliable provider of Java-based software solutions since 1996. Our product portfolio includes tools for reporting, helpdesk, document comparison, and GDPR-compliant self-hosted team communication, which are used worldwide. At the heart of our company is a commitment to technical excellence, long-term product quality, and customer satisfaction. Our experienced team of developers, designers, and consultants is passionate about ensuring that our software remains robust, user-friendly, and relevant to today's business challenges. i-net HelpDesk is developed in close cooperation with a global user community. Our support team works hard to find the right solution for every customer. Software security plays a crucial role in our development process, and we implement "Made in Germany" standards to ensure quality. --- # HelpDesk Features > Feature catalog # i‑net HelpDesk Features Overview i‑net HelpDesk centralizes and processes customer requests in a ticketing system and supports tailored support processes with flexible forms, configurable processes, and automated workflows. The integrated Task Planner adds time- and event-based automation to these processes. Optional AI features provide response suggestions and summaries, categorize tickets, detect spam, and assist with knowledge base article creation. Each AI feature can be configured individually. Below you will find an overview of additional features of i‑net HelpDesk. A complete list of all features can be found in the [whitepaper](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/). ![i-net HelpDesk showing open tickets as cards in multiple Kanban columns, with one card being moved.](https://www.inetsoftware.de/media/images/helpdesk/product-images/kanban-board.webp) ## Ticket Management & Kanban The Tickets application brings requests together in customizable views. The Kanban view adds a visual way to organize work alongside the ticket list. - Create, arrange, and move ticket cards in customizable Kanban columns - See changes to associated users, linked tickets, fields, and field values in open tickets in real time - View and edit Office documents with the Euro-Office and ONLYOFFICE integration in Tickets, Drive, and inventory, including documents attached to inventory devices ![i-net HelpDesk showing an AI ticket summary with network issues and solutions.](https://www.inetsoftware.de/media/images/helpdesk/product-images/ai-assistent.webp) ## AI Integration i‑net HelpDesk integrates AI functions in a modular fashion, enabling external AI providers to be connected to the application. You can use established AI providers like OpenAI, Gemini, and others, or install an AI provider on your network. - Response suggestions based on ticket content and history - AI-generated summaries for longer tickets - Text rephrasing and rewriting - Automatic categorization of new tickets - Spam detection for incoming emails - Knowledge base article creation with AI support - Per-feature activation toggles and a "Default" provider option for ticket list AI features (suggest, summarize, rewrite, and knowledge base article creation) - Live Support with AI assistant for visitor chat ![i-net HelpDesk dashboard with ticket overview (open tickets, reaction time, average rating), donut charts for priority and owners, longest open tickets list, upcoming deadlines, and ticket creation heatmap.](https://www.inetsoftware.de/media/images/helpdesk/product-images/dashboard-en.webp) ## Dashboard in the Tickets Application Your own and shared dashboards can be displayed in the Tickets application. Which dashboards are visible depends on user permissions; each user can control the display of individual dashboards in the view settings. - Ticket counts and trends - Open vs. closed over time - Breakdown by field with grouped statistics and heat maps - Upcoming deadlines (calendar) - Remaining effort - Customer satisfaction ratings - Response time analysis - Mean time to resolution (MTTR) and first-contact resolution (FCR) ![i-net HelpDesk interface displaying Task Planner options, including automated translations and ticket invoice emails.](https://www.inetsoftware.de/media/images/helpdesk/product-images/taskplanner.webp) ## Task Planner & Automation The Task Planner executes tasks on a time-controlled or event-controlled basis. It serves as a central component of ticket processing and supports you with standard tasks and system maintenance. - Time-controlled and event-controlled task execution - Ticket triggers and automated workflows - Serial tasks for recurring maintenance - Asset warranty monitoring - Automatic ticket escalation - System backup and maintenance tasks ![i-net HelpDesk knowledge base showing search functionality and article management.](https://www.inetsoftware.de/media/images/helpdesk/product-images/kb.webp) ## Knowledge Base The knowledge base is a standalone web application seamlessly integrated into ticket processing. It organizes problem-solution pairs to answer future queries more quickly and efficiently. - Self-service portal for end users - Problem-solution pair organization - One-click article creation from tickets (including AI-generated problem and solution descriptions) - Task Planner action to create knowledge base articles with AI; the category can be set via a dynamic placeholder - Search functionality for quick access - Copy article solutions, including embedded images, into ticket replies - Optional AI support for content creation - Reduced support workload through self-service ![Screenshot of i-net HelpDesk's process allocation interface with workflow steps.](https://www.inetsoftware.de/media/images/helpdesk/product-images/process.webp) ## ITIL / ITSM Process Support i‑net HelpDesk provides a pragmatic implementation of ITIL best practices out of the box, without rigid frameworks. The flexible ITIL type system distinguishes between primary work packages and secondary sub-steps with bi-directional linking. - Incident Management - ticket classification, SLA-based prioritization, automatic escalation, and deadline tracking with 4-level warning system - Problem Management - root cause analysis with dedicated Problem ticket type, known error database, and Problem-to-Incident linking - Change Management - change request workflows with approval processes, standard change templates, and CI (Configuration Item) linking for full service history - Primary-to-Secondary ITIL linking - Problem and Change tickets act as primary work packages linking multiple Incident sub-steps - Per-type access permissions and auto-close behavior for linked tickets ![i-net HelpDesk screen showing inventory list with assets, types, and owners.](https://www.inetsoftware.de/media/images/helpdesk/product-images/asset-management.webp) ## Inventory & Asset Management The inventory solution integrated into i‑net HelpDesk is highly flexible and can be used for any type of asset. You can freely configure both asset types and fields, with assets linked to users and tickets. - Flexible asset type configuration - Custom field definitions - Asset linking to users and tickets - Authorization-controlled access - Manual creation and data import - Web API for programmatic access ![Bar chart showing average task handling times for various support levels in hours. Includes data from First, Second, and Network Support.](https://www.inetsoftware.de/media/images/helpdesk/product-images/accounting.webp) ## Time Tracking & Cost Accounting i‑net HelpDesk offers comprehensive time tracking and cost accounting functions that enable precise documentation of working hours and transparent cost control. - Automatic time tracking with stopwatch - Manual control and rule-based configuration - Multi-user and multi-ticket support - Flexible cost accounting models - Hourly rates and flat-rate options - Customer-specific billing ![i-net HelpDesk calendar in year view, showing personal and shared calendars and open appointment details.](https://www.inetsoftware.de/media/images/helpdesk/product-images/calendar-overview.webp) ## Calendar & Appointments Calendar brings personal, shared, and external calendars together directly in i‑net HelpDesk. Support teams can plan appointments, share calendars with colleagues, and connect calendar events to their ticket workflows. - Year, month, week, and day views with search and a mini calendar - Shared calendars with read, write, or administrator permissions for users and groups - Automatic synchronization of external calendars via ICS, CalDAV, Google, and Outlook - Create and manage recurring appointments and reminders - Subscribe to calendars in Outlook, Google Calendar, or Apple Calendar via ICS, CalDAV, or WebCAL URLs - Send a calendar invitation (.ics file) by email to the ticket owner from the ticket action for arranging an appointment - Filter calendar events in Task Planner and use them to trigger tasks ![Live Support chat with AI assistant and handover to human agent.](https://www.inetsoftware.de/media/images/helpdesk/product-images/live-support-ai.webp) ## Live Support with AI Live Support can use an AI assistant to answer visitor messages first. You configure the assistant in the Live Support settings; visitors can request to speak to a human at any time. - Configurable provider, resource, and information sources - Context size and extra instructions - Handover to human agent on request or when the assistant cannot resolve the issue ![i-net CoWork screen with an invitation to a meeting room for chat or video.](https://www.inetsoftware.de/media/images/cowork/product-images/meetingrooms.webp) ## Team Communication with i‑net CoWork When a ticket needs a quick clarification, a voice or video call, or a shared meeting room, i‑net HelpDesk works with i‑net CoWork so agents and colleagues can collaborate in one place - without media breaks between your ticket system and chat. Full i‑net CoWork is available in HelpDesk at no additional license beyond your product license, including CoWork Calls and Meeting Rooms. - Chat, calls, and meeting rooms in the same communication stack as your support workflows - Ideal for internal handoffs, triage with specialists, or short sessions with customers where a room link helps - No separate CoWork license required for calls and meeting rooms with a valid i‑net HelpDesk license ![HelpDesk ticket from a WhatsApp request with an AI assistant reply beside the corresponding WhatsApp chat.](https://www.inetsoftware.de/media/images/helpdesk/product-images/whatsapp.webp) ## Scalable, Customizable & Multichannel Support i‑net HelpDesk is scalable and customizable to meet the needs of your business. - Grows with you from small teams to large organizations - Multichannel support via email, phone, live chat, and web forms - Connect WhatsApp, Instagram, Telegram, and Facebook Messenger through the Messengers plugin - Messenger messages open or update tickets; send replies with attachments directly from the ticket with the "Messenger Reply" ticket action - Self-service forms with conditional logic to filter routine requests - Focus your team on complex issues - Integrate external support systems via the Web API ## There is more than meets the eye! Discover the full scope of i‑net HelpDesk in the Whitepaper or download the latest version and start processing tickets today. You will receive a 60-day free trial with full functionality and support during the trial period. Want to try the application quickly and easily? Test our online demo. [Whitepaper](https://www.inetsoftware.de/en/i-net-helpdesk/whitepaper/) [Demo](https://helpdesk.demo.inetsoftware.de) [Download](https://www.inetsoftware.de/en/i-net-helpdesk/download/) --- # PDFC Whitepaper > Complete product overview, features, licensing ![i-net PDFC Background](https://www.inetsoftware.de/media/images/logos/pdfc_background.svg) # ![i-net PDFC Logo](https://www.inetsoftware.de/media/images/logos/pdfc.svg)i-net PDFC Whitepaper ![i-net software GmbH Logo](https://www.inetsoftware.de/media/images/logos/i-net-software.svg) i-net software GmbH Leipziger Platz 16 10117 Berlin, Germany ## Table of Contents - [Introduction](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#introduction) - [About i-net PDFC](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#about-i-net-pdfc) - [Features](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#features) - [Content-Aware Comparison](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#content-aware-comparison) - [Controlled Sensitivity](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#controlled-sensitivity) - [Filter and Analysis Plugins](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#filter-and-analysis-plugins) - [Visual Representation of Differences](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#visual-representation-of-differences) - [Export and Report](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#export-and-report) - [Areas of Application](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#areas-of-application) - [Supported File Formats](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#supported-file-formats) - [Detectable Changes](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#detectable-changes) - [Use Cases by Target Group](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#use-cases-by-target-group) - [Product Variants](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#product-variants) - [Desktop Application](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#desktop-application) - [Server Application](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#server-application) - [Advanced Features](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#advanced-features) - [Document Drive](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#document-drive) - [Dashboard Application](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#dashboard-application) - [Automation with the Task Planner](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#automation-with-the-task-planner) - [Integration, Interfaces, and APIs](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#integration-interfaces-and-apis) - [Command Line](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#command-line) - [Test Integration](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#test-integration) - [Comparison View and Collaboration](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#comparison-view-and-collaboration) - [Comparison Settings](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#comparison-settings) - [Technical Aspects](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#technical-aspects) - [Processing Large Documents](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#processing-large-documents) - [OCR and Missing Character Mapping](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#ocr-and-missing-character-mapping) - [Performance Optimization](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#performance-optimization) - [Administration](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#administration) - [User and Group Management](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#user-and-group-management) - [Central User Management](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#central-user-management) - [Data Protection Features (GDPR)](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#data-protection-features-gdpr) - [Quota System](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#quota-system) - [Authentication](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#authentication) - [System Monitoring and Diagnostics](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#system-monitoring-and-diagnostics) - [Security and Data Protection](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#security-and-data-protection) - [Licensing](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#licensing) - [Overview](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#overview) - [Standard](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#standard) - [Plus](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#plus) - [Server License](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#server-license) - [Private Cloud License](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#private-cloud-license) - [Public Cloud License](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#public-cloud-license) - [Site License](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#site-license) - [Requirements per License Type](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#requirements-per-license-type) - [Standard, Plus, and Server Licenses](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#standard-plus-and-server-licenses) - [Private Cloud License](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#private-cloud-license) - [Public Cloud License](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#public-cloud-license) - [Site License](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#site-license) - [System Requirements](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#system-requirements) - [Installation and Deployment](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#installation-and-deployment) - [Installation](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#installation) - [Docker Installation](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#docker-installation) - [Documentation and Support](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#documentation-and-support) - [Developer Documentation](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#developer-documentation) - [API Documentation](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#api-documentation) - [Version Support and Maintenance](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#version-support-and-maintenance) - [Support and Contact](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#support-and-contact) - [Definitions](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#definitions) - [About Us](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#about-us) [Print Whitepaper](javascript:window.print()) ## 1 Introduction i-net PDFC is content-aware document comparison software by i-net software GmbH, founded in 1996. It compares PDF, DOCX, ODT, TXT, and image files (PNG, JPEG, TIFF, BMP, and GIF) as well as scanned PDFs via OCR - as a desktop application, via the command line, as a server with a Web API, or embedded via Java and .NET APIs. Standard and Plus licenses are per desktop installation, the Server license is per server installation, and Cloud licenses are per node; the free trial version is valid for 30 days. ### 1.1 About i-net PDFC PDF files are the standard format for exchanging documents in companies, government agencies, and private life - for contracts, reports, invoices, and much more. Finding the changes between two versions is challenging, especially when the files need to be compared by content rather than as binary data. The great strength of i-net PDFC lies in its analysis of document structure: it detects text changes, table modifications, style differences, formatting shifts, and moved paragraphs - not just inserted or deleted text - and optionally also compares visual elements such as shapes or images. The comparison can be flexibly limited to relevant content. Common scenarios include: - Version control in document management. - Quality control in the printing and publishing industry. - Legal reviews, e.g., for contracts or patents. - Auditing and compliance in regulated industries such as finance or pharmaceuticals. i-net PDFC presents the results either in a comprehensive web application or as an export, for example as PDF, image, report, or JSON. The application is plugin-based and can therefore be adapted or reduced to suit different scenarios. On the server, the **Dashboard** application provides customizable overview pages for operational monitoring alongside Document Drive and comparison workflows. ## 2 Features ### 2.1 Content-Aware Comparison The PDF format is characterized by high flexibility and broad support and is the standard for document transmission. However, PDF was originally designed for printing and, unlike DOCX, for example, often does not contain any information about the structure of the content, which makes automated comparisons of PDFs very error-prone. i-net PDFC goes beyond simple text comparisons and performs a **content-aware comparison**. The software compares not only text, but also lines, shapes, images, and other visual elements. i-net PDFC does not perform simple text conversion or pixel-by-pixel comparisons, both of which would result in information loss. Instead, the software performs an in-depth structural comparison that takes styles, shapes, and much more into account. For tagged PDFs and PDF/UA documents, it also takes the available document structure into account. This makes accessibility-related changes easier to interpret. A text-based comparison tool might find 5 text insertions. i-net PDFC finds those 5 - plus 50 style differences, formatting shifts, and structural changes that text-only tools miss entirely. The differences are displayed as if you were holding two sheets of paper up to the light: deviations become visible directly in the document. ### 2.2 Controlled Sensitivity For the most important comparison options, i-net PDFC offers **Controlled Sensitivity**: the interface shows only the options that really matter for the result while still allowing fine-grained adjustment of the comparison. Further settings are available through comparison profiles, the SDK for Java and .NET, and the REST API. ![i-net PDFC Comparison Settings](https://www.inetsoftware.de/media/images/pdfc/product-images/continous-options.webp)i-net PDFC Comparison Settings ### 2.3 Filter and Analysis Plugins Additional, optional filters and OCR plugins let you tailor the comparison to your requirements. For example, filters detect headers and footers automatically or via manual settings so that they do not cause unnecessary differences, recognize multi-column layouts and tables, or exclude specific areas from the comparison. The available filters are described in the section [Comparison Settings](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#comparison-settings). ![i-net PDFC Filters Overview](https://www.inetsoftware.de/media/images/pdfc/product-images/plugin-store.webp)i-net PDFC Filters Overview ### 2.4 Visual Representation of Differences As a desktop or web application, i-net PDFC offers an interactive display of the comparison results. The display includes the original documents with a comparison and highlighting of all differences, an optional textual list of these differences, and extensive configuration options for the display. ### 2.5 Export and Report With **Export and Report**, you can create summary reports on the differences in the documents. You can also print or export the documents with highlighted differences as new PDFs. All detected differences are inserted into the PDF as **annotations**. For PDF export, you can configure the paper format, a page filter (only pages with differences), password protection, the displayed differences and filters, and the colors of the change types, among other things. The available formats depend on how you run the comparison: | Method | Export formats | |---|---| | Desktop application | Print, PDF (optionally password-protected), PNG (multi-page as ZIP archive), report as PDF, XLS, XLSX, ODS, or RTF | | Web application (server) | PDF | | Command line (Plus) | Print, PDF, PNG, difference images, report as PDF, XLS, XLSX, ODS, or RTF; summary as JSON via plugin | | Task Planner (server) | PDF, images, report, JSON, or text log (one format per task) | | REST API (server) | PDF, report (PDF, XLS, XLSX, ODS, RTF), log; difference count and log also as JSON | ![Export Settings for PDF](https://www.inetsoftware.de/media/images/pdfc/product-images/document-export.webp)Export Settings for PDF ## 3 Areas of Application ### 3.1 Supported File Formats i-net PDFC supports a wide range of file formats for comparison. The main formats that i-net PDFC supports natively are: - **PDF files**: all PDF versions; not evaluated are, among other things, XFA forms, interactive form fields, and rich media and embedded files - **Microsoft Word**: DOCX files with full formatting - **OpenDocument**: ODT files - **Image formats**: PNG, JPEG, TIFF, BMP, and GIF; multi-page image documents as a ZIP archive - **Text files**: TXT (plain text) in various encodings Additional functions for special use cases are: - **OCR functionality**: Text recognition in scanned PDFs and images with a resolution of at least 300 DPI - **Multilingual text recognition**: Support for various languages - **Combined comparisons**: Any combination of file formats in a comparison ### 3.2 Detectable Changes i-net PDFC detects a wide range of changes, such as detailed changes in text content and formatting. These include: - **Text modifications**: Added, deleted, or changed text - **Font and style changes**: Changes in font, font size, font color, and font style - **Formatting changes**: Bold, italics, underlined, and other text formatting Visual and structural changes are also recognized with precision: - **Object placement**: Position and size of graphics, tables, and other objects - **Object styles**: Changes in line thickness, color, and other visual properties - **Tables and columns**: Detection and comparison of data in tables and columns Document structures and organization are also monitored: - **Page layout**: Changes in page structure and layout - **Headers and footers**: Changes to the document's headers and footers - **Page numbering**: Changes in page numbering and structure ### 3.3 Use Cases by Target Group - **For individual users**: - **Version control**: Tracking changes in personal documents - **Quality control**: Reviewing documents before sharing them - **Legal reviews**: Comparing contracts and legal documents - **For teams and companies**: - **Auditing and compliance**: Monitoring changes in regulated industries - **Change management**: Tracking changes in technical documentation - **Workflow integration**: Automated document comparisons in existing processes - **For developers**: - **CI/CD integration**: Automated document comparisons in build pipelines - **Unit testing**: Integration into the JUnit (Java) and NUnit (.NET) test frameworks - **Embedding**: Integration into your own applications via the SDK for Java and .NET ## 4 Product Variants ### 4.1 Desktop Application The **desktop application** of i-net PDFC is designed for single users on a single device. It offers full comparison functionality without the administrative overhead of the server application. All files are stored on the user's local computer. The desktop application offers these advantages for single users: - **Full comparison functionality** - **Local data storage** - comparison documents and data remain on your computer - **Easy installation** and immediate use - **No network dependency** for comparison - **For occasional comparisons** and single workstations ### 4.2 Server Application The **i-net PDFC Server** allows multiple users to create comparisons with their own user accounts. You can save files and comparison results, use the Task Planner, or access the Web API. The server includes these applications and features, which are described in the following chapters: - **Web application** for document comparisons in the browser with drag & drop upload and sharing of profiles and results - **Document Drive** and **Dashboard** application - **Task Planner** for time-controlled and event-driven comparisons - **REST API** and **JUnit and NUnit libraries** for automated tests - **User and group management** with a quota system, and the **Configuration Manager** for all server settings - **Statistics** and **diagnostics** application for monitoring the server - **Plugin Store** for updates and new features The web interface is secured by a permission system that allows individual functions to be enabled or disabled per user or group. This way, different user groups receive different ranges of functions. Almost all applications on the server offer a search. Access is via `http://:` or, when running in an application server such as Apache Tomcat (Jakarta EE), via `http://:/`. ## 5 Advanced Features ### 5.1 Document Drive The **Document Drive** is a central storage location on the server where users can directly store and manage documents for comparisons. Together with system and document permissions, the Drive application provides an easy way to manage visibility and access to documents for users and groups. The Document Drive offers these features for centralized document management: - **Centralized storage**: Documents are stored on the server - **Permission management**: Granular control over access rights for users and groups - **Web-based management**: Interface for searching, loading, modifying, and saving documents - **Drag & drop upload**: Document upload via drag & drop - **Folder structure**: Storage in user-defined directories - **Mounts**: External directories and services, such as Google Drive or Dropbox, can be integrated via mount Drive is integrated into the comparison features of i-net PDFC, so users switch between document management and comparison without external tools or file transfers: - **Direct comparison**: Documents can be selected directly from Drive for individual comparisons - **Comparison profiles**: Storage and reuse of comparison profiles - **Result storage**: Comparison results can be archived in Drive - **Task Planner**: Batch comparisons are executed via the Task Planner, not directly from Drive ### 5.2 Dashboard Application The server platform includes the **Dashboard** application: customizable **overview pages** with a flexible widget grid, drag-and-drop layout, **real-time updates**, and sharing with users and groups. Visualizations include values, gauges, charts, tables, traffic lights, and related types; dashboards can be imported and exported as `.dashboard` files. **System widgets** support day-to-day operations (for example resource usage, certificates, HTTP checks, and diagnostics) alongside Document Drive and comparison workflows in the web interface. ### 5.3 Automation with the Task Planner The Task Planner allows you to run document comparisons on a time-controlled or event-driven basis. It is available as a plugin and can be used from the Server license upward, including the Private Cloud, Public Cloud, and Site licenses; the Standard and Plus licenses do not include it. - **Time-controlled comparisons**: Regular document comparisons at specified times - **Event-driven comparisons**: Automatic execution when files are changed or API calls are made - **Batch comparisons**: Comparison of entire directory structures with identical file names - **Distribution**: Comparison results can be distributed via email, FTP, file system, or Drive - **Output formats**: PDF, images, report, JSON, or text log (one format per task) - **System tasks**: Automation of backups and maintenance tasks Typical use cases are regular document checks (for example daily or weekly comparisons of document versions), compliance checks, and the automation of existing business processes. The Task Planner can be extended with plugins that add custom targets and custom actions. Task Planner definitions are also available through the Web API, and each task has a separate execution history. This makes automated comparisons traceable. ### 5.4 Integration, Interfaces, and APIs i-net PDFC runs as a desktop application or as a server and can be embedded in your own applications via the SDK for Java and .NET. The Plus license adds the command line for local batch comparisons and the SDK for Java and .NET. The Server license adds the REST API (OpenAPI), the Task Planner, and JUnit and NUnit support. These interfaces are available: - **REST API** (Server license and up): Web-based interface for automated comparisons and external applications - **AI queries in the Task Planner** (Server license and up): Select enabled tools and response formats such as text, HTML, or Markdown - **Command line** (Plus license): Batch comparisons for scripts and build pipelines - **SDK for Java and .NET** (Plus license): Direct integration into existing applications - **JUnit/NUnit libraries** (Server license and up): Automated testing in continuous integration environments The AI functions are configured on the server and protected by permissions. See the [AI integration documentation](https://docs.inetsoftware.de/pdfc/help/ai-integration) and the [version information](https://docs.inetsoftware.de/pdfc/help/current-changes) for details. ![Web API Interface](https://www.inetsoftware.de/media/images/pdfc/product-images/webapi.webp)Web API Interface #### 5.4.1 Command Line The command line enables automated batch comparisons, for example in scripts or build pipelines, with these configuration options: - **Batch comparisons**: Automatic comparison of entire directories with identical file names - **Export formats**: see [Export and Report](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/#export-and-report) - **Configurable output**: Difference images, XOR differences, page views - **Advanced options**: Password-protected PDFs, page filters, scaling, landscape format - **Troubleshooting**: Detailed analysis with page views and logging #### 5.4.2 Test Integration i-net PDFC offers special libraries for integration into unit tests, enabling developers to incorporate document comparisons directly into their test suites. The libraries verify documents against an i-net PDFC Server on the network and therefore require a Server, Cloud, or Site license. - **JUnit (Java)**: Integration via the `pdfcjunit` library for Java-based projects - **NUnit (.NET)**: Integration via the `PDFCNUnit` library for .NET-based projects This way, PDFs can be checked for changes in unit tests, also with different comparison profiles, and manual checks become unnecessary. For more details, see the [JUnit documentation](https://docs.inetsoftware.de/pdfc/help/pdfcrpc/p/testing-with-junit) and the [NUnit documentation](https://docs.inetsoftware.de/pdfc/help/Testing%20with%20NUnit/p/testing-with-nunit). ### 5.5 Comparison View and Collaboration The web application offers features that let users analyze complex documents accurately and manage and share the results. The comparison view is built for analyzing document differences. The synchronized display lets users identify changes without having to switch between different views. The comparison sidebar also provides search, contextual help, remembered settings, and recommendations. - **Synchronized scroll view**: Documents are synchronized on a virtual line so that text and differences can be viewed side by side - **Interactive difference marking**: Differences are visually marked and connected with lines - **Tooltip details**: Detailed difference information is displayed when hovering over the marked areas - **Difference list**: List of all changes found with direct navigation Comparison profiles let you adapt i-net PDFC to different document types and use cases. Administrators can provide predefined profiles. Users can customize profiles for their needs, derive them from existing profiles, and set up repeatable comparison workflows. - **Predefined profiles**: Tuned settings for different document types - **Customizable settings**: Duplication and customization of profiles for special requirements - **Administrator profiles**: Publication of user-defined profiles by administrators - **Import/export**: Portable profiles between the desktop application, API, and server installations Collaboration features let users share comparisons with specific colleagues while retaining control over permissions and visibility. - **Group sharing**: Share comparisons with selected users and groups - **Link sharing**: Generate links for sharing - **Permission management**: Control visibility and editing rights - **Title management**: Describe comparisons for better organization - **Real-time presence**: Display active users with avatars and usernames - **Temporary comparisons**: Automatic deletion without a title, permanent storage with a title ### 5.6 Comparison Settings i-net PDFC offers these settings for precise document comparisons: - **Comparison modes**: - **Standard mode**: Focus on continuous text flow, tolerates shifts caused by inserted elements - **Strict mode**: Exact positioning required, all elements must be in identical positions - **Filters**: - **Table detection**: Automatic recognition and cell-based comparison of tables. A local AI model also detects tables without visible borders; it requires Python and downloads up to 1 GB of dependencies from the internet on first use. Tables can be compared by key columns: by the first column or by 1 to 3 automatically detected columns. - **Multi-column layout**: Text recognition for newspaper and magazine layouts - **Headers and footers**: Automatic or manual detection and exclusion of headers and footers - **OCR**: Text recognition with language support and error correction - **Area filter**: Pixel-precise definition of comparison areas across all pages - **Text comparison**: - **Tolerance settings**: Configurable deviations for text position and size - **Style comparison**: Font, size, color, and style can be checked separately - **Language support**: Automatic language recognition or manual language selection - **Character normalization**: Decomposition of complex characters and ligatures - **Image and object comparison**: - **Color tolerance**: Configurable tolerance for color differences in images - **Line and shape comparison**: Comparison of vector graphics with tolerance settings - **Annotations**: Optional comparison of PDF annotations - **Metadata comparison**: Comparison of image metadata (DPI, format, color model) ## 6 Technical Aspects ### 6.1 Processing Large Documents i-net PDFC is designed to work efficiently even with large and complex documents. A typical text comparison of 200 pages completes in under 3 minutes; the duration depends on hardware, profile, and documents. The queue system processes jobs in arrival order, runs them automatically as soon as the server has capacity, and prevents memory bottlenecks during parallel comparisons. Waiting jobs can be interrupted. This way, PDF files with several hundred pages or high-resolution content are processed reliably. i-net PDFC only starts comparisons without queuing if at least 15% of the maximum process memory is available and a free executor thread is available. In addition, the predicted heap requirement of the documents to be compared is taken into account to avoid out-of-memory situations. Larger documents require correspondingly more free memory. For large documents, i-net PDFC recommends 2 CPU cores and approximately 1 GB of heap memory per parallel comparison. These values may vary depending on the complexity of the documents - large documents with many images require significantly more computing power and memory than simple text documents. To speed up the processing of large documents, the number of available job executors can be increased in the server configuration. This improves parallel processing and reduces waiting times for multiple simultaneous comparison jobs. ### 6.2 OCR and Missing Character Mapping A common problem with PDF documents is **missing character mapping**. This problem occurs when PDF files are displayed correctly but the internal character mapping is missing or damaged. As a result, the text appears corrupt in the comparison result or becomes illegible when copied and pasted. In detail, this means: - **Visually correct display**: The PDF is displayed correctly in the viewer - **Corrupt text processing**: The text appears as illegible characters in the comparison result - **Copy-paste problems**: When copying and pasting, the text is also displayed corruptly - **Comparison errors**: Differences are not recognized correctly because the text is not machine-readable The reason for this is that PDF files require a character mapping table to translate visual characters into machine-readable text. If this mapping is missing, the software cannot interpret the text correctly, even though it is displayed correctly. The solution is a special filter for [OCR-based text recovery](https://docs.inetsoftware.de/pdfc/help/pluginstore.page.filter.cmappatch/p/text-recovery-by-ocr). This filter: - **Automatically detects missing character mappings** - **Uses OCR technology** to reconstruct the correct character mapping - **Restores the machine-readable text representation** - **Improves accuracy** as the amount of text increases - more text leads to higher OCR accuracy This technique can be used, for example, for: - **Scanned documents** with missing text layers - **Converted PDFs** with defective character mappings - **Older PDF files** with outdated encoding standards - **Documents from different sources** with inconsistent character mappings Through the automatic detection and correction of character mapping problems, i-net PDFC enables reliable comparisons even with such PDF files. ### 6.3 Performance Optimization Stable server processing is achieved when the available memory is used in a targeted manner. The JVM heap can be adjusted and tuned to the available RAM using the `-Xmx` parameter. This ensures that the application has sufficient reserves without overloading the system. Further optimizations are achieved by setting cache limits or by dividing large documents into smaller segments. This keeps memory requirements manageable and lets even extensive document comparisons run reliably. ## 7 Administration ### 7.1 User and Group Management i-net PDFC has a user and group management for the central management of users, groups, and permissions. #### 7.1.1 Central User Management - **Full user accounts**: Users have full accounts with multiple means of authentication - **Multiple authentication**: A user can use multiple login providers for the same account, e.g., Windows AD and GitHub - **User-defined groups**: Creation of custom groups independent of external authentication systems - **Group assignments**: Users can be assigned to multiple groups - **Permission management**: Configuration of permissions for applications and functions - **Effective permissions**: Review of a user's cumulative, effective permissions #### 7.1.2 Data Protection Features (GDPR) - **Access to own data**: Users can view information stored about them - **Transparency**: Overview of collected and processed data - **Account control**: Users have control over their own accounts #### 7.1.3 Quota System The integrated quota system limits and monitors storage usage: - **User quotas**: Individual storage space limits for each user - **Usage monitoring**: Real-time display of quota usage in the toolbar - **Management**: Administrators can adjust and manage quotas - **Cleanup**: Old comparisons can be deleted to free up storage space - **Upload restrictions**: Protection against excessive storage usage through document size limits ### 7.2 Authentication i-net PDFC includes built-in authentication. It does not have to be used if the host application handles authentication itself. The focus is on easy sign-in via single sign-on (SSO): additional plugins support identity management systems such as OAuth, LDAP, Windows, and PAM. Users and groups can also be provisioned via SCIM v2, for example from Microsoft Entra ID. If no central authentication system is available, users can be stored directly with a password. Passwords are stored only as salted hashes. The rules for password complexity are adjustable. For even greater security, two-factor authentication or passkeys can be used. If two-factor authentication is enforced, each user must provide a second factor the next time they log in. Depending on the server configuration, token-based authentication via app, email, or hardware key, among other options, is available for this purpose. ### 7.3 System Monitoring and Diagnostics Administrators have access to server statistics via dedicated applications while the server is in operation. Among other things, the following is displayed: - **Session statistics**: How many sessions there were and currently are - **Comparison statistics**: Which documents were compared and how often - **Log file access**: The diagnostics application displays the log files directly and finds specific entries via a search, for example for error diagnosis and performance optimization ### 7.4 Security and Data Protection For document comparisons, documents and comparison data stay within your environment: locally on your computer with the i-net PDFC desktop application, or on your own server with i-net PDFC Server. i-net PDFC does not send this data to third parties for comparison. Separately, optional server features can connect to external services, such as AI providers. Those services receive the data sent for the configured feature. - **Temporary files**: are managed securely and deleted automatically after the comparison is complete - **Sessions**: Each comparison session is treated in isolation; session IDs are complex and cannot be guessed; inactive sessions are cleaned up automatically - **Data minimization**: Only necessary data is processed - **Deletion**: Automatic and manual deletion of comparison data - **Access control**: Granular permissions for different user groups - **Transparency**: Traceable control over locally processed data and configured integrations ## 8 Licensing ### 8.1 Overview | License | Deployment | Users | Key Feature | Best For | |---|---|---|---|---| | Standard | Desktop, local | 1 | Direct comparison, data stays on device | Individual users, occasional comparisons | | Plus | Desktop + command line | 1 | Batch comparison, SDK for Java and .NET | Developers, batch processing | | Server | On-premises | Unlimited | Web access, REST API, Task Planner, JUnit/NUnit | Teams, sensitive data, high automation | | Private Cloud | Private cloud, VPN | Unlimited | VPN-accessible server | Multi-site with VPN | | Public Cloud | Public internet | Unlimited | Public web access (port 80/443) | Distributed teams without VPN | | Site | Company site (DNS) | Unlimited | Multiple instances per site | Multi-instance deployments |The features are distributed across the licenses as follows: | Feature | Standard | Plus | Server | Private/Public Cloud | Site | |---|---|---|---|---|---| | Command line, SDK for Java and .NET | - | yes | - | - | - | | Web application, Document Drive, Dashboard | - | - | yes | yes | yes | | REST API, Task Planner, JUnit/NUnit | - | - | yes | yes | yes | | Running in containers (e.g., Docker) | - | - | - | yes | yes |All licenses are available as a yearly or a perpetual license. Standard and Plus licenses are per desktop installation, the Server license is per server installation, and Private and Public Cloud licenses are per node; the Site license allows any number of installations at one site. Current prices are available on the [i-net PDFC product page](https://www.inetsoftware.de/en/i-net-pdfc/#pricing). ### 8.2 Standard The Standard license allows direct document comparison in the desktop application. All application data remains on the computer. This license suits individuals who want to perform occasional comparisons locally. ### 8.3 Plus The Plus license additionally includes the command line. It is particularly suitable for batch comparison of documents located on the computer. The Plus license also includes the SDK for Java and .NET, which developers use to embed i-net PDFC in their own applications. The REST API is only included from the Server license upward. ### 8.4 Server License The Server license allows documents to be compared on the licensed server; it applies per server installation. The documents and comparisons are accessed via a browser and, depending on user permissions, by an unlimited number of users. In addition, the server allows document comparisons via the REST API and automated via the Task Planner. This license suits teams with multiple users, companies with remote working models, organizations with high automation requirements, and companies with sensitive data. ### 8.5 Private Cloud License The server can be deployed on a server within a private cloud network and must be accessible via a preconfigured URL. This license suits companies with distributed locations but with access to the private cloud via VPN. ### 8.6 Public Cloud License The server can be publicly accessible from the internet via ports 80 or 443 (standard HTTP/s ports). This license suits companies with distributed locations without VPN. Cloud licenses do not allow running features of the desktop or Plus license. ### 8.7 Site License The server can be used as often as desired at one location within the company network. i-net PDFC identifies the site by a hostname that can be verified via DNS (without internet access) or alternatively by a reverse DNS lookup of the company's external internet address. This license suits companies that want to use i-net PDFC multiple times within a company location. ### 8.8 Requirements per License Type #### 8.8.1 Standard, Plus, and Server Licenses These conditions apply to desktop computers with a Standard or Plus license as well as to servers with a Server license: - The computer must be physical and must not be hosted in the cloud (e.g., AWS/EC2, Azure) - The computer must have a static, physically connected IP address - The static IP address and the network connection must not be provided via a Wi-Fi adapter - The software must not run in a containerized environment (e.g., Docker); this requires a Site or Cloud license #### 8.8.2 Private Cloud License - Server must be accessible via a preconfigured URL - URL must be set in the configuration under "Web server" → "Externally visible URL" - The licensed URL must match the FQDN part of the configured URL - Running in containers (e.g., Docker) is allowed #### 8.8.3 Public Cloud License - Server must be accessible from the internet via port 80 or 443 (standard HTTP/s ports) - Server must have a verifiable external FQDN internet address (DNS lookup) - Running in containers (e.g., Docker) is allowed #### 8.8.4 Site License - Server must have a hostname that can be verified via DNS (no internet required) - Example: Licensed domain is `internal.my-company.com` - Hostnames can be: `testing.internal.my-company.com`, `production.internal.my-company.com`, or similar - OR the server must have a verifiable external FQDN internet address (reverse DNS lookup) - Running in containers (e.g., Docker) is allowed ## 9 System Requirements The following summary lists the most important minimum requirements. The [system requirements for the current version](https://docs.inetsoftware.de/pdfc/help/system-requirements) in the online documentation are authoritative. An overview of supported versions, Java versions, and operating systems can be found on our [version support page](https://www.inetsoftware.de/en/support/version-support/). - **Processor**: at least 2 CPU cores for the desktop application and the command line, at least 4 CPU cores for the server and API; about 2 additional CPU cores per additional concurrent comparison - **Memory**: 2 GB RAM for one comparison in addition to the requirements of all other components, 3 GB for two, and 6 to 8 GB for four concurrent comparisons - **Disk space**: at least 1.5 GB (500 MB for the installation directory and 1 GB for the temporary directory); on the server, additionally about five times the stored file size per user, e.g., *100 users x 100 MB x 5 = 50 GB* - **Operating systems**: Windows Server 2025, 2022, 2019, 2016; Windows 11, 10; Linux; macOS 13+; Docker (production use with a Site or Cloud license) - **Java**: The Java VM (Eclipse Temurin) is delivered with i-net PDFC. A graphical user interface is not required on the server. - **Application server** (optional): Servlet 6.1 with WebSocket 2.2, e.g., Apache Tomcat 11 - **Database**: MongoDB for the optional cloud setup with multiple nodes - **Clients**: current versions of Chrome, Firefox, Safari, or Microsoft Edge and a network connection to the server ## 10 Installation and Deployment ### 10.1 Installation Installing i-net PDFC takes just a few steps and requires no in-depth technical knowledge. - Installers for Windows, Linux, and macOS, as well as a Docker image - Setup supports installation via dialog as well as text setup for Linux systems without a graphical interface - Automatic configuration of default settings - Integration with existing authentication systems (Active Directory, OAuth, and LDAP) ### 10.2 Docker Installation i-net PDFC is available as a Docker image. Production use in containers requires a Site or Cloud license (Private or Public). During the trial, the container needs internet access to obtain the trial license; without internet access, please contact support. - Docker image available on [Docker Hub](https://hub.docker.com/r/inetsoftware/i-net-pdfc-server) - Quick start with: `docker run -d -p 9000:9000 -e CONF\_listener\_\_port=9000 --name pdfc inetsoftware/i-net-pdfc-server` - Configurable ports and environment variables ## 11 Documentation and Support ### 11.1 Developer Documentation - **[Getting Started](https://docs.inetsoftware.de/pdfc/help/gettingstarted)**: First steps with i-net PDFC - **[Security Information](https://docs.inetsoftware.de/pdfc/help/security)**: Security features and permissions - **[Docker Container Setup](https://docs.inetsoftware.de/pdfc/help/docker-container-setup)**: Deployment in Docker environments - **[Command Line Access](https://docs.inetsoftware.de/pdfc/help/command-line-access)**: Batch comparisons via the command line - **[FAQ](https://faq.inetsoftware.de/c/i-net-pdfc/7)**: Frequently asked questions and solutions ### 11.2 API Documentation - **[Java API](https://apidoc.inetsoftware.de/java.pdfc/index.html)**: Complete API reference for Java integration - **[.NET API](https://apidoc.inetsoftware.de/net.pdfc/index.html)**: .NET integration via DLL files from the SDK - **[REST API](https://docs.inetsoftware.de/pdfc/help/comparisonapi)**: Comparison endpoints for server integrations; the server provides the complete Swagger file at `/api/swagger.json` - **[JUnit](https://docs.inetsoftware.de/pdfc/help/pdfcrpc/p/testing-with-junit)**: Integration into Java unit tests - **[NUnit](https://docs.inetsoftware.de/pdfc/help/Testing%20with%20NUnit/p/testing-with-nunit)**: Integration into .NET unit tests - **[Plugin APIs](https://apidoc.inetsoftware.de)**: API documentation of further plugins for custom extensions ### 11.3 Version Support and Maintenance i-net PDFC is released with two major versions per year (x.4 and x.10). In between, we release minor versions and updates so that improvements to the comparison engine reach our customers quickly. If you do not get the expected results for certain PDF files, please send us the files. The x.10 versions are long-term support (LTS) versions and receive: - **General support**: up to 5 years - **Critical bug fixes**: up to 4 years - **Regular bug fixes**: up to 3 years The x.4 versions receive bug fixes and minor improvements for a maximum of 1 year. New features are only available in the next version. A detailed overview of the currently supported versions, Java versions, and support cycles can be found on our [version support page](https://www.inetsoftware.de/en/support/version-support/). ### 11.4 Support and Contact Email support is included in your license. Support hours are Monday to Friday, 8:00 - 17:00 CET/CEST. We respond within 24 hours on business days. - **Email support**: [pdfc@inetsoftware.de](mailto:pdfc@inetsoftware.de) - **Documentation**: [docs.inetsoftware.de](https://docs.inetsoftware.de/pdfc/help) ## 12 Definitions - **Active Directory**: Microsoft directory service for the central management of network resources - **Annotation**: Comment or marking in a PDF document; i-net PDFC inserts detected differences into exported PDFs as annotations - **API**: Application Programming Interface - programming interface for communication between applications - **CI/CD**: Continuous Integration / Continuous Delivery - automated building, testing, and delivery of software - **Command line (CLI)**: Command Line Interface - operating i-net PDFC via commands, e.g., in scripts - **Docker**: Container technology for platform-independent provision of applications - **Docker Hub**: Cloud-based registry for Docker images - **Document**: any file format supported by i-net PDFC, such as PDF, DOCX, images, ZIP archives with images, or text - **Element**: In the context of a comparison, an element can be a word, a character element such as a line or curve, an image, or an annotation - **Filter**: Filters are optional components, usually plugins, that can exclude or modify elements from the comparison, or recognize the grouping of elements and thus improve the result - **FQDN**: Fully Qualified Domain Name - complete domain name with hostname and domain - **GDPR**: General Data Protection Regulation - EU-wide legal regulation for the protection of personal data - **Heap**: Memory that the Java VM reserves for objects; the upper limit is set with the `-Xmx` parameter - **HTTPS**: HTTP over a TLS-encrypted connection - **Jakarta EE**: Java platform for enterprise applications (successor to Java EE), the basis of application servers such as Apache Tomcat - **JSON**: JavaScript Object Notation - lightweight data format for data exchange - **JVM**: Java Virtual Machine - runtime environment for Java applications - **LDAP**: Lightweight Directory Access Protocol - protocol for accessing directory services - **LTS**: Long-Term Support - versions with extended support (for i-net PDFC, the x.10 versions) - **OAuth**: Open standard for secure authorization between applications - **OCR**: Optical Character Recognition - text recognition in images and scanned documents - **On-Premises**: Installation and operation of software on the company's own hardware - **OpenAPI/Swagger**: Standards for the documentation and specification of REST APIs - **PAM**: Pluggable Authentication Modules - authentication interface of Linux and Unix systems - **Passkey**: Authentication method without a password, based on cryptographic keys - **PDF/UA**: PDF/Universal Accessibility - ISO standard for accessible PDF documents - **Plugin**: A functional extension of the i-net PDFC platform for additional features and integrations - **Plugin Store**: Central point of contact for updates and installation of new functions - **Private Cloud**: Dedicated cloud infrastructure for a single company - **Public Cloud**: Publicly available cloud services from external providers - **REST**: Representational State Transfer - architecture style for web services and APIs - **Reverse DNS lookup**: Determining the hostname for an IP address via DNS - **SCIM**: System for Cross-domain Identity Management - standard for the automatic provisioning of users and groups - **SDK**: Software Development Kit - libraries and documentation for embedding i-net PDFC in your own applications - **SSO**: Single Sign-On - authentication procedure for one-time login to multiple systems - **Tomcat**: Apache Tomcat - Java-based web and application server - **Two-factor authentication**: A user's access authorization is based on a combination of two different, independent identification components. ## 13 About Us Based in Berlin, i-net software GmbH has been a reliable provider of Java-based software solutions since 1996. Our product portfolio includes tools for reporting, helpdesk, document comparison, and GDPR-compliant self-hosted team communication, which are used worldwide. At the heart of our company is a commitment to technical excellence, long-term product quality, and customer satisfaction. Our experienced team of developers, designers, and consultants is passionate about ensuring that our software remains robust, user-friendly, and relevant to today's business challenges. --- # PDFC Features > Feature catalog # i‑net PDFC Features Overview i‑net PDFC is document comparison software by i-net software GmbH. It compares PDF, DOCX, ODT, and TXT files, image files, and scanned PDFs via OCR and detects changes in text, tables, formatting, and structure. The desktop application and server support interactive comparisons for individual users and teams. The REST API integrates automated comparisons into custom workflows and applications. The command-line interface (Plus and higher) and the Task Planner (Server and higher) enable batch comparisons, while JUnit and NUnit libraries (Server and higher) integrate document verification into CI and testing workflows. The following feature list shows the most important features of i‑net PDFC, grouped by edition. For a complete list of features, please refer to the [whitepaper](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/). ![Screenshot of i-net PDFC with a list of document changes on the left and two document versions with a bar chart side by side. A tooltip reads: 3 elements removed, 7 elements added, 1 element modified in style.](https://www.inetsoftware.de/media/images/pdfc/product-images/comparison-highlights.webp) ## i‑net PDFC Desktop (Standard) - Single-user usage per desktop installation - Comparison of documents in the following formats: PDF, DOCX, ODT, TXT, PNG, JPEG, TIFF, BMP, and GIF, as well as scanned PDFs (OCR) - OCR recognition and document language detection - Export results and differences report as PDF - Export comparison report as XLS, XLSX, ODS, and RTF in addition to PDF - Handling of multiple profiles - Document comparison history - Plugin Store to add more filters and new document types - Table comparison by key column(s): reduce noise by comparing tables by their key columns instead of full rows - Faster comparison startup and smoother interaction: documents are prepared in the background after upload; re-running comparisons and toggling difference types is quicker and more responsive ![i-net PDFC interface with icons: Comparison, Configuration, Store, Users and Groups, Diagnostics, and Task Planner.](https://www.inetsoftware.de/media/images/pdfc/product-images/server-application.webp) ## i‑net PDFC Server (Server, Cloud, and Site) The web interface includes **Dashboard** views for a concise operational and team overview; see the [documentation](https://docs.inetsoftware.de/pdfc) for details. - All comparison features of the desktop application - Sharing of comparison profiles and results via links with groups and permissions - Export differences as annotated PDF reports - Real-time presence: see active users with avatars - Users and Groups Manager with extendable authentication backend - Document Drive to securely store files for comparison - Task Planner to schedule (batch-) comparisons or create one-off tasks (After Task trigger, groups, and component search) - RESTful interface for non-interactive and automated use or website integration - JUnit and NUnit libraries to compare and verify documents using an i‑net PDFC Server on the network, e.g., for CI-integrated tests - Statistics and Diagnostics application to monitor the server status and manage executed comparison jobs ![Command line options for i-net PDFC software in terminal window.](https://www.inetsoftware.de/media/images/pdfc/product-images/compare-sh.webp) ## Command Line Access (Plus and higher) - Command Line tool to compare PDF files or directories - Batch comparison of all documents in entire directories - Share configuration with GUI and vice versa - Fine-tuned comparison settings - Output the difference pages as image files - Print or create a PDF file containing the comparison results - No page number and page count limitation ![Java code sample for comparing two PDF files and exporting the result. Displays classes and methods, including main function.](https://www.inetsoftware.de/media/images/pdfc/product-images/visual-studio-code.webp) ## SDK - Java API and .NET API access to integrate i‑net PDFC in your own products - Allows a broader access to core functions of i‑net PDFC to, e.g., create custom result filters and replicate the command-line functionality - i‑net PDFC provides a library to be embedded in your server software or program. - OEM conditions may apply ## Convince yourself! Download the latest version of i‑net PDFC and start comparing documents today. You'll get a 30-day free trial with no credit card required. Just want to check out all comparison features? Try our online demo. [Whitepaper](https://www.inetsoftware.de/en/i-net-pdfc/whitepaper/) [Demo](https://pdfc.demo.inetsoftware.de) [Download](https://www.inetsoftware.de/en/i-net-pdfc/download/) --- # CoWork Whitepaper > Complete product overview, features ![i-net CoWork Background](https://www.inetsoftware.de/media/images/logos/cw_background.svg) # ![i-net CoWork Logo](https://www.inetsoftware.de/media/images/logos/cw.svg)i-net CoWork Whitepaper ![i-net software GmbH Logo](https://www.inetsoftware.de/media/images/logos/i-net-software.svg) i-net software GmbH Leipziger Platz 16 10117 Berlin, Germany ## Table of Contents - [Introduction](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#introduction) - [About i-net CoWork](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#about-i-net-cowork) - [Use Cases](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#use-cases) - [Team Communication and Collaboration](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#team-communication-and-collaboration) - [Remote Work and Hybrid Working Models](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#remote-work-and-hybrid-working-models) - [Confidential Communication](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#confidential-communication) - [Features](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#features) - [Basic Communication Features](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#basic-communication-features) - [Text Chat and Direct Messages](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#text-chat-and-direct-messages) - [Voice and Video Calls](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#voice-and-video-calls) - [Screen Sharing](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#screen-sharing) - [Meeting Rooms](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#meeting-rooms) - [More Communication Features](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#more-communication-features) - [Mentions and Notifications](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#mentions-and-notifications) - [Reactions to Messages](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#reactions-to-messages) - [Markdown Support](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#markdown-support) - [Emojis and GIF Animations](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#emojis-and-gif-animations) - [Reactions and Raising Hands in Calls](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#reactions-and-raising-hands-in-calls) - [Transcription](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#transcription) - [Status and Away Detection](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#status-and-away-detection) - [Technical Features](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#technical-features) - [Progressive Web App (PWA)](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#progressive-web-app-pwa) - [Scalable Video Conferencing](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#scalable-video-conferencing) - [AI Integration](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#ai-integration) - [Dashboard Application](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#dashboard-application) - [Automation and Extensions](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#automation-and-extensions) - [Commands and Task Planner](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#commands-and-task-planner) - [Waiting Queue](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#waiting-queue) - [i-net CoWork in Tickets](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#i-net-cowork-in-tickets) - [Security and Data Protection](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#security-and-data-protection) - [Security Features](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#security-features) - [Data Deletion](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#data-deletion) - [Administration and Operation](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#administration-and-operation) - [User and Group Management](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#user-and-group-management) - [Team and Channel Management](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#team-and-channel-management) - [Authentication](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#authentication) - [Plugin Management](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#plugin-management) - [Internationalization of the User Interface](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#internationalization-of-the-user-interface) - [System Monitoring and Diagnostics](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#system-monitoring-and-diagnostics) - [Backup and Maintenance](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#backup-and-maintenance) - [Interfaces and APIs](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#interfaces-and-apis) - [Licensing](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#licensing) - [Licensing Models](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#licensing-models) - [Requirements per License Type](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#requirements-per-license-type) - [Server License](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#server-license) - [Site License](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#site-license) - [Public Cloud License](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#public-cloud-license) - [Private Cloud License](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#private-cloud-license) - [System Requirements](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#system-requirements) - [Installation](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#installation) - [Docker Installation](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#docker-installation) - [Documentation and Support](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#documentation-and-support) - [Documentation](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#documentation) - [Version Support and Maintenance](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#version-support-and-maintenance) - [Support](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#support) - [Definitions](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#definitions) - [About Us](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#about-us) [Print Whitepaper](javascript:window.print()) ## 1 Introduction i-net CoWork is a self-hosted platform by i-net software GmbH, founded in 1996. It combines team chat, voice and video calls, screen sharing, and meeting rooms. You run the server yourself, on-premises or in your own cloud environment, so your communication data stays under your control. All licenses allow unlimited users with no per-user costs, voice and video calls and meeting rooms are included at no extra cost, users sign in with Active Directory, LDAP, or single sign-on, and the trial is free for 90 days. ### 1.1 About i-net CoWork Many companies rely on external platforms for team communication that process data on third-party servers and therefore raise data protection concerns. i-net CoWork was developed as a self-hosted alternative that supports GDPR-compliant operation: all communication data of the core platform stays within your own infrastructure. If you use optional AI or transcription features with external providers, the content sent for those features may be processed there. This privacy-focused architecture makes the solution particularly valuable for: - **Regulated industries**: Financial services, healthcare, and government agencies that must meet strict compliance requirements - **Privacy-conscious companies**: Organizations that need maximum control over their communication data - **Hybrid work models**: Teams that work both remotely and on-site and need a unified communication platform - **Existing IT infrastructures**: Companies with established authentication systems such as Active Directory or LDAP Beyond chat and calls, i-net CoWork offers optional AI integration with assistants directly in the chat, the Task Planner for recurring workflows, and **Dashboards** with personalized overview pages, CoWork-specific widgets (for example messaging activity and storage), and standard system metrics. ## 2 Use Cases ### 2.1 Team Communication and Collaboration i-net CoWork is particularly suited to companies with high communication needs: - **Internal team communication**: Coordination between departments and project teams in shared channels - **Project management**: Central communication platform for project coordination and status updates - **Knowledge sharing**: Documentation and dissemination of information in structured channels - **Fast decision-making**: Direct communication and coordination in real time ### 2.2 Remote Work and Hybrid Working Models For distributed teams, i-net CoWork offers: - **Virtual offices**: A digital working environment for teams that do not work in the same place - **Flexible collaboration**: The same channels and calls in the office, at home, and on the road - **Meetings**: Video conferencing without external tools - **Team spirit**: Maintaining social connections in distributed teams ### 2.3 Confidential Communication For organizations whose communication should not leave their own network: - **Financial services providers**: Internal coordination on their own infrastructure - **Healthcare**: Communication about sensitive data in a self-hosted environment - **Government agencies and public administration**: Operation in their own data center, without third-party data processing for the core platform - **Law firms**: Confidential communication with clients via meeting rooms with guest access ## 3 Features ### 3.1 Basic Communication Features #### 3.1.1 Text Chat and Direct Messages i-net CoWork combines text chat, voice and video calls, and screen sharing in a single platform, without additional software or complex configuration. Chatting in teams and channels is at the heart of the application. Teams can be freely configured and made available to users in the application with permission controls. With a lightweight user interface, i-net CoWork enables voice calls and text chat in the same channels without additional clients. Files can be shared directly in the chat. Starred messages and direct links to message IDs make conversation content easier to find and share; the search function finds specific messages in channels. Reusable status presets make frequently used status messages readily available. ![i-net CoWork Text Chat Interface](https://www.inetsoftware.de/media/images/cowork/product-images/textchat.webp)i-net CoWork Text Chat Interface Direct messages between individual users outside of teams and channels work like private two-person channels, without additional administration. They are created via the context menu of a message or the user list. Users can leave a direct message channel; once both users have left it, the channel and its content are deleted. #### 3.1.2 Voice and Video Calls Voice and video calls are built into i-net CoWork: the "CoWork Calls" plugin is active by default, and no additional server is required. Access via HTTPS is required. The license limits neither the number of users nor the number of teams or channels. Calls use WebRTC. Distribution is handled by the i-net CoWork server: a user streams their shared video, for example, only once to the server, which then distributes the stream to all other participants. This keeps data consumption on the clients low. ![i-net CoWork Video Chat Interface](https://www.inetsoftware.de/media/images/cowork/product-images/voicechat.webp)i-net CoWork Video Chat Interface #### 3.1.3 Screen Sharing Users can share their screens in real time to show presentations, documents, or workflows. Per client application, a user can take part in a voice or video call in one channel and share multiple screens at the same time. From another browser - even on another device - the same user can share additional screens or start further calls in the same or other channels. #### 3.1.4 Meeting Rooms Meeting rooms are designed for collaboration and presentations with internal and external participants. Invitations are sent via provided links; in the session, everyone can share screens, chat, and talk. Guest accounts are automatically created for users without an existing account and are automatically removed at the end of the session, when logging out, or when the room is deleted. When a room is closed, all messages and files of the room are deleted. Expiry dates can also be set for temporary meeting rooms to limit the duration of external collaboration. Participants can test their connection before a meeting. ![i-net CoWork Meeting Rooms](https://www.inetsoftware.de/media/images/cowork/product-images/meetingrooms.webp)i-net CoWork Meeting Rooms ### 3.2 More Communication Features #### 3.2.1 Mentions and Notifications The mention system supports `@all` for all channel users, `@online` for users who are online, `@group` for groups, and `@user` for individual users. When mentioned, users automatically receive notifications via browser push or the operating system's notifications; notification settings can be configured individually. A typing status indicator informs users when someone is currently typing a message. #### 3.2.2 Reactions to Messages Users can react to messages with emojis. The context menu displays the five most recently used reaction emojis for quick access. Authors receive notifications about reactions with emojis and usernames. Custom emojis can also be used as reactions. #### 3.2.3 Markdown Support Markdown support allows you to format messages with bold, italics, underlining, lists, headings, links, and code blocks. External links get an automatic preview, and playback of videos and GIF animations is configurable. #### 3.2.4 Emojis and GIF Animations The chat is complemented by an emoji picker and emoji recognition. You can add your own emojis as SVG files via the configuration. GIF animations are available via the Klipy plugin and can also be used via bot commands. #### 3.2.5 Reactions and Raising Hands in Calls Reactions and raising hands enhance interaction in voice and video calls. Users can react with emojis that float across all screens, and the "raise hand" feature allows them to speak up in otherwise muted conversations. If multiple participants raise their hands, the order is displayed when you hover your mouse over the number of raised hands. #### 3.2.6 Transcription What is said in voice and video calls is shown as live text. After the call, a summary is available and you can download the full transcript including the summary as a Markdown file. The feature is enabled by the administrator; various transcription providers can be connected, including your own OpenAI-compatible endpoint. Setup and options (e.g. choice of speech recognition engine) are described in the [transcription documentation](https://docs.inetsoftware.de/cowork/help/cowork.calls.transcription.configuration). #### 3.2.7 Status and Away Detection Various status options (Online, Away, Do Not Disturb, Invisible, and Offline) are available. In addition, you can add a custom status text to provide detailed information. The settings are retained even after a client restart. In Invisible mode, invisible users are displayed to others as offline. Automatic detection switches users from online to away after a configurable period of time, while window-based detection detects inactivity when i-net CoWork windows are minimized or in the background. Optional system integration uses the operating system's away detection; for this, the system requests the "My device usage" permission. Advanced away detection is currently only available in Chrome. ### 3.3 Technical Features #### 3.3.1 Progressive Web App (PWA) i-net CoWork works best with the latest versions of Google Chrome, Microsoft Edge, Brave, Firefox, and Safari browsers. Installation as a desktop application is done via Progressive Web Apps (PWA). These offer a native app experience without the need to install separate clients. The browser offers installation if the requirements, especially HTTPS, are met. Depending on the browser manufacturer's support, this applies to PCs with Windows, macOS, or Linux as well as to mobile platforms. Since users sign in via any current browser, only the server needs to be installed. #### 3.3.2 Scalable Video Conferencing i-net CoWork has no fixed participant limit for video conferences. The number of participants is determined by server performance and the available bandwidth of the users. The central SFU (Selective Forwarding Unit) architecture reduces the upload load on the clients, as each stream is sent to the server only once. The transmission quality automatically adapts to each participant's connection. #### 3.3.3 AI Integration AI functions are integrated in a modular fashion via the AI plugin, enabling external AI providers to be connected to the application. You have a choice here and can use AI providers already established in your company, such as OpenAI, Gemini, and others. An AI provider installed in your own network can also be connected. Once the AI provider has been set up, AI bots are available in i-net CoWork and answer your questions directly in the chat. Full data sovereignty is achieved with a locally hosted model; external providers apply their own terms. #### 3.3.4 Dashboard Application The **Dashboard** application provides the same platform-wide overview boards used across the products of i-net software GmbH: a **flexible grid** of widgets with drag-and-drop layout, multiple chart and indicator types, **real-time updates**, sharing with users and groups, import/export as `.dashboard` files, and system widgets for operational metrics. **CoWork-specific widgets** include, for example, **messaging activity** over a configurable period and **storage usage**, so teams can monitor the workload alongside the server status widgets. ### 3.4 Automation and Extensions #### 3.4.1 Commands and Task Planner i-net CoWork offers an integrated Task Planner with commands that can perform standard tasks or query data from external sources. Users can also create their own plugins that provide custom commands. This makes it possible to automate workflows and integrate them into existing business processes. In Task Planner AI Query jobs, enabled tools can be selected per job, along with a response format such as plain text, HTML, or Markdown. **CoWork Commands**: The built-in bot is triggered by typing "/" as the first character of a message and automatically displays all available commands for selection; commands can also be entered directly. Further commands can be added via plugins. ![i-net CoWork Commands](https://www.inetsoftware.de/media/images/cowork/product-images/commands.webp)i-net CoWork Commands #### 3.4.2 Waiting Queue The Waiting Queue plugin adds structured consultation handling to i-net CoWork. Users can enter a virtual queue and receive a queue number for their request, similar to taking a number in a government office. The recipient is notified and can confirm the request as soon as they are ready to handle it. This enables efficient prioritization of incoming requests within teams or organizations. #### 3.4.3 i-net CoWork in Tickets With the CoWork-in-Tickets plugin, any chat message can be turned into an i-net HelpDesk ticket in one click. This bridges team communication with structured ticket processing, allowing support teams to capture issues directly from conversations without switching tools. ## 4 Security and Data Protection The data security of i-net CoWork is built around deployment in your own server environment, where you set up and manage the platform. Chat and communication data from the core platform therefore remain within your organization and infrastructure. All traffic between browser and server is encrypted with TLS (HTTPS). Voice and video calls via WebRTC only work when i-net CoWork is accessed via HTTPS and are therefore also TLS-encrypted. Encryption ends at your own server; there is no end-to-end encryption. If you use optional AI or transcription features with external providers, the content sent for those features may be processed by those providers. External services are connected only according to the configuration you choose. ### 4.1 Security Features - **Self-hosted operation**: Supports GDPR-compliant operation, as the server application runs in your own environment - **Local storage for the core platform**: Chat and communication data is stored on your server; optional external integrations receive only the data sent to them - **Encrypted transmission**: Chat, calls, and screen sharing run over TLS (HTTPS) - **Additional security plugins**: Two-factor authentication, passkeys, and the Webserver Defender for protection against DoS and brute-force attacks are available as free plugins in the Plugin Store - **Data processing agreement**: As a German vendor, i-net software GmbH provides a [data processing agreement (DPA)](https://www.inetsoftware.de/en/company/dpa/) for support ![i-net CoWork Security Options](https://www.inetsoftware.de/media/images/cowork/product-images/security.webp)i-net CoWork Security Options ### 4.2 Data Deletion Messages deleted by users are removed from the database immediately. Existing backups still contain them until those backups expire. Meeting rooms delete all messages and files of the room when they are closed, and direct message channels are deleted once both users have left them. ## 5 Administration and Operation Administration is carried out via a web-based interface for managing users, teams, and system settings. ### 5.1 User and Group Management Integrated user management allows administrators to create, edit, and manage users. Users can be organized into teams and groups, with permissions controlling access in detail. User management can be connected to existing authentication environments and identity management systems. - **Full user accounts**: Users have full accounts with multiple means of authentication - **Custom groups**: Create your own groups independently of external authentication systems - **Group assignments**: Users can be assigned to multiple groups - **Permission management**: Configure permissions for applications and functions - **Effective permissions**: Review a user's cumulative, effective permissions - **GDPR transparency**: Users can view information stored about them ### 5.2 Team and Channel Management i-net CoWork is structured into teams and channels, with teams representing organizational units and channels representing communication spaces within teams. Access rights can be controlled per team and channel. Team administrators do not have to be members of their team; without membership, they have no read or write access to channel content. **Team management**: Teams are created by users with "CoWork Administration" permissions. Each team is assigned one or more team administrators with their own administrative permissions. Team members can be individual users as well as groups (e.g., departments). Optionally, global access can be granted to the "All Users" group with the appropriate CoWork permission. This administrative separation allows team administrators to make settings without requiring global admin rights. **Channel configuration**: By default, all team members have access to all team channels, although channels can be optionally configured for a subset of team members. Each channel can have its own descriptions and icons for visual differentiation. The user list shows the online status for up to 1,000 users per channel. ### 5.3 Authentication i-net CoWork supports various authentication methods to integrate with existing corporate infrastructures. Administrators can configure single sign-on (SSO) and integrate various authentication backends such as LDAP, OAuth, or Active Directory. Users and groups can also be provisioned via SCIM v2, for example from Microsoft Entra ID. A user can use multiple login providers for the same account, e.g., Windows AD and GitHub. If no central system is available, passwords are stored only as salted hashes, with configurable password strength rules. With the security plugins (see [Security Features](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#security-features)), two-factor authentication via app, email, or hardware key and passkeys for passwordless sign-in are available. ### 5.4 Plugin Management The modular architecture of i-net CoWork allows administrators to install, configure, and manage plugins. Plugins are installed via the Plugin Store. If the server is connected to the internet, the Plugin Store shows available plugins and notes about newer versions. Alternatively, plugins can be sideloaded as a file, for example after downloading them from the public Plugin Store or for in-house developments. ### 5.5 Internationalization of the User Interface i-net CoWork currently supports English and German for the user interface. Additional languages can be created and maintained using an integrated translation tool. Users receive a localized version of the user interface if a translation for the browser or system language has been provided. ### 5.6 System Monitoring and Diagnostics Administrators have access to important server statistics via special applications while the server is in operation. Among other things, the following is displayed here: - **Session statistics**: How many sessions there were and currently are - **Chat statistics**: How many messages are written per day, in which channels calls are currently active, and which external guests are logged into the system The Diagnostics application provides direct access to the log files and finds specific entries via a search, for example for troubleshooting. ### 5.7 Backup and Maintenance The maintenance backup saves the current state of i-net CoWork, including all messages, attachments, uploaded files and media, and team and channel settings. The maintenance application can run backups automatically at regular intervals. ### 5.8 Interfaces and APIs The integration of i-net CoWork, e.g., into external applications, can be accomplished using the Web API. It offers JSON- and REST-based endpoints that are documented with OpenAPI/Swagger annotations and covers a large part of the application. For AI features, the platform-wide AI Web API adds endpoints for providers, requests, resources, and configured skills. API documentation of further plugins for custom extensions is available at [apidoc.inetsoftware.de](https://apidoc.inetsoftware.de). ![i-net CoWork Web API Interface](https://www.inetsoftware.de/media/images/cowork/product-images/webapi.webp)i-net CoWork Web API Interface ## 6 Licensing ### 6.1 Licensing Models i-net CoWork is a separately licensed product. It is included in every i-net HelpDesk license at no additional license cost and is part of the standard installation of i-net HelpDesk. All licenses allow an unlimited number of users with no per-user costs. Voice and video calls and meeting rooms are included in the product. Each license is available as a yearly license with all updates during the license period or as a perpetual license with all updates for the purchased version. Current prices are listed on the [product page](https://www.inetsoftware.de/en/i-net-cowork/#pricing). Private Cloud and Public Cloud refer to environments that you operate yourself; i-net CoWork always remains a self-hosted installation. | License | Deployment | Users | License Unit | |---|---|---|---| | Server | Physical server, static IP | Unlimited | Per server installation, no cloud/container | | Site | Company location (DNS) | Unlimited | Any number of installations at one site | | Public Cloud | Operated by the customer at a cloud provider (e.g., AWS, Azure, Google Cloud), port 80/443 | Unlimited | Per node | | Private Cloud | Operated by the customer in their own network, VPN, or VPC | Unlimited | Per node, preconfigured URL |Production use in containers (Docker) requires a Site or Cloud license. ### 6.2 Requirements per License Type #### 6.2.1 Server License - The server must be physical - The server must not be hosted in the cloud (AWS/EC2, Azure) - The server must have a static, physically connected IP address - The static IP address must not be provided via a Wi-Fi adapter - The software must not run in a containerized environment (Docker, Kubernetes) #### 6.2.2 Site License - Server must have a hostname that can be verified via DNS (no internet required) - Example: Licensed domain is `internal.my-company.com` - Hostnames can be: `testing.internal.my-company.com`, `production.internal.my-company.com`, or similar - OR the server must have a verifiable external FQDN internet address (Reverse DNS Lookup) #### 6.2.3 Public Cloud License - Server must be accessible from the internet via port 80 or 443 (standard HTTP/S ports) - Server must have a verifiable external FQDN internet address (DNS Lookup) #### 6.2.4 Private Cloud License - Server must be accessible via a preconfigured URL - URL must be set in the configuration under "Web server" → "Externally visible URL" - The licensed URL must match the FQDN part of the configured URL ## 7 System Requirements | Area | Requirement | |---|---| | Operating system | Windows Server 2025, 2022, 2019, 2016; Windows 11, 10; Linux; macOS 13+ (64-bit each) | | Containers | Docker (production use with Site or Cloud license) | | Processor | At least dual-core CPU, quad-core CPU recommended | | Memory | 4 GB RAM in addition to the requirements of all other components on the server | | Disk space | At least 5 GB of free disk space | | Java | The Java VM (Eclipse Temurin) is included | | Graphical interface | Not required on the server | | HTTPS | Required for voice and video calls and PWA installation (Let's Encrypt is integrated) | | Database | MongoDB only for the optional cloud setup with multiple nodes | | Clients | Current versions of Chrome, Edge, Brave, Firefox, or Safari; microphone and optional camera for calls |The complete [system requirements](https://docs.inetsoftware.de/cowork/help/system-requirements) are available in the online documentation. The supported Java versions and operating systems per version are listed on the [version support page](https://www.inetsoftware.de/en/support/version-support/). ### 7.1 Installation - Installers for Windows, Linux, and macOS - The setup supports installation via dialog as well as text setup, for example for Linux systems without a graphical interface - Download, install, and get started with your first team ### 7.2 Docker Installation - Docker image available from [Docker Hub](https://hub.docker.com/r/inetsoftware/i-net-cowork) - Quick start with: `docker run -d -p 7000:7000 -e CONF\_listener\_\_port=7000 --name cowork inetsoftware/i-net-cowork` - During the trial, the container needs internet access to obtain the trial license; without internet access, please contact support - For the license required in production, see [Licensing Models](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/#licensing-models) ## 8 Documentation and Support ### 8.1 Documentation The [online documentation](https://docs.inetsoftware.de/cowork/help) describes the installation, configuration, and use of i-net CoWork. ### 8.2 Version Support and Maintenance i-net CoWork is released annually in two major versions (x.4 and x.10). The x.10 versions are long-term support (LTS) versions: | Version | General Support | Critical Bug Fixes | Regular Bug Fixes | |---|---|---|---| | x.10 (LTS) | Up to 5 years | Up to 4 years | Up to 3 years | | x.4 | Up to 1 year | Up to 1 year | Up to 1 year |New features are only available in the next version. The currently supported versions are listed on the [version support page](https://www.inetsoftware.de/en/support/version-support/). ### 8.3 Support Support accompanies you from evaluation through rollout and beyond. We respond within 24 hours on business days. - **Email support**: [cowork@inetsoftware.de](mailto:cowork@inetsoftware.de) - **Support hours**: Monday to Friday, 8:00 a.m. to 5:00 p.m. (CET/CEST) - **Direct support** from the team of i-net software GmbH ## 9 Definitions - **Active Directory**: Microsoft directory service for centralized user management - **AI**: Artificial intelligence - technology for simulating human intelligence in computer systems - **API**: Application Programming Interface - programming interface for communication between applications - **Bot**: Automated program that operates in channels or direct messages and performs specific tasks - **Channels**: Communication spaces within teams for topic-specific discussions and collaboration - **Data processing agreement (DPA)**: Contract under Art. 28 GDPR on the processing of personal data on behalf of a controller - **Direct messages**: Private communication between individual users outside of teams and channels - **Docker**: Container technology for platform-independent deployment of applications - **Docker Hub**: Cloud-based registry for Docker containers - **DoS**: Denial of Service - attack intended to make a server unavailable by overloading it - **End-to-end encryption**: Encryption in which only sender and recipient can decrypt the content, not the server - **FQDN**: Fully Qualified Domain Name - complete domain name with hostname and domain - **GDPR**: General Data Protection Regulation - EU-wide legal regulation for the protection of personal data - **Guest account**: Temporary account for participants without their own user account, removed automatically after the session - **HTTPS/TLS**: HTTP Secure / Transport Layer Security - protocols for encrypted data transmission - **Klipy**: Online platform for GIF animations and short videos, connected to i-net CoWork via the Klipy plugin - **Kubernetes**: Container orchestration platform for managing container applications - **LDAP**: Lightweight Directory Access Protocol - Protocol for accessing directory services - **Let's Encrypt**: Free certificate authority for TLS certificates, integrated into i-net CoWork - **LTS**: Long-Term Support - version with an extended support period (for i-net CoWork, the x.10 versions) - **Maintenance application**: Application for server backups and maintenance tasks - **Markdown**: Lightweight markup language for formatting text messages - **Meeting rooms**: Rooms for meetings and presentations with internal and external participants, with guest access via invitation links - **Node**: Single server instance in a cloud environment; license unit of the Cloud licenses - **OAuth**: Open standard for secure authorization between applications - **On-premises**: Installation and operation of software on the company's own hardware - **OpenAPI/Swagger**: Standards for the documentation and specification of REST APIs - **Passkey**: Modern authentication method without a password, based on cryptographic keys - **Perpetual license**: Permanent license for the purchased version including all updates for that version - **Plugin**: A functional extension of the i-net CoWork platform for additional features and integrations - **Plugin Store**: Central point of contact for updates and installation of new features - **Private Cloud**: Environment operated by the customer in their own network, VPN, or VPC - **Public Cloud**: Installation operated by the customer at a public cloud provider (hyperscaler) such as AWS, Azure, or Google Cloud - **PWA**: Progressive Web App - a web-based application that behaves like a native app and can be installed on the device - **Raise hand**: Function for virtually raising your hand in voice and video calls to request to speak - **Reactions**: Emoji-based reactions to messages for quick communication - **REST**: Representational State Transfer - architecture style for web services and APIs - **Server license**: License for one installation on a physical server with a static IP address - **SCIM**: System for Cross-domain Identity Management - standard for the automatic provisioning of users and groups - **SFU**: Selective Forwarding Unit - server architecture for efficient real-time video/audio transmission - **Sideload**: Manual installation of a plugin as a file, e.g., after downloading it from the public Plugin Store or for in-house developments - **Site license**: License for any number of installations at one company site, verified via DNS - **SSO**: Single Sign-On - authentication procedure for one-time login to multiple systems - **Streaming**: Continuous transmission of audio or video data in real time - **Task Planner**: Integrated system for automating tasks and workflows - **Teams**: Organizational units in i-net CoWork that group users together and manage permissions - **Transcription**: Conversion of speech into text, in i-net CoWork live during voice and video calls - **Two-factor authentication**: A user's access authorization is based on a combination of two different, independent identification components. - **VPC**: Virtual Private Cloud - isolated private network at a cloud provider - **VPN**: Virtual Private Network - encrypted connection into a private network - **Waiting Queue**: Plugin for structured consultation handling with queue numbers - **Web API**: REST-based interface of i-net CoWork for integration into other applications - **WebRTC**: Web Real-Time Communication - browser standard for real-time voice and video transmission - **Yearly license**: License limited to one year, including all updates during the license period ## 10 About Us Based in Berlin, i-net software GmbH has been a reliable provider of Java-based software solutions since 1996. Our product portfolio includes tools for reporting, helpdesk, document comparison, and GDPR-compliant self-hosted team communication, which are used worldwide. At the heart of our company is a commitment to technical excellence, long-term product quality, and customer satisfaction. Our experienced team of developers, designers, and consultants is passionate about ensuring that our software remains robust, user-friendly, and relevant to today's business challenges. Our support team works hard to find the right solution for every customer. Software security plays a crucial role in our development process, and we implement "Made in Germany" standards to ensure quality. --- # CoWork Features > Feature catalog # i‑net CoWork Features Overview i‑net CoWork is a self-hosted platform by i-net software GmbH for team chat and video conferencing. It combines text chat, voice and video calls, meeting rooms, file sharing, and the Task Planner for any number of users with no per-user costs. HTTPS (TLS) and WebRTC protect communication. Operating it on your own infrastructure keeps data and data flows under your control. Users access it directly in the browser or through an installable PWA. The following list shows the most important functions of i‑net CoWork. For a complete list of functions, please refer to the [whitepaper](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/). ![i-net CoWork interface; video call with three people. Chat mentions Alessia Schällibaum and Jane Doe, discussing new features.](https://www.inetsoftware.de/media/images/cowork/product-images/voicechat.webp) ## Voice & Video Chat Voice and video calls with screen sharing are always available in i‑net CoWork - no additional setup or application components required. Built on WebRTC with a central SFU architecture for efficient media distribution. - Share multiple screens simultaneously for presentations, walk-throughs, or remote collaboration - Mute, toggle camera, and switch audio sources on the fly per call participant - Adaptive video quality adjusts automatically to available bandwidth - "Raise hand" and reactions for active participation without interrupting the speaker - Calls and meeting rooms are included in i‑net CoWork - Pop out calls into a separate window while continuing to use the main application ![i-net CoWork interface; messages between different people including mentions, formatting and reactions are displayed.](https://www.inetsoftware.de/media/images/cowork/product-images/textchat.webp) ## Text Chat Individual and group chats organized in teams and channels - public or private. Messages support Markdown formatting, threaded replies, and @mentions to keep conversations focused. - File upload, link previews (Open Graph), and Markdown table support in messages - Emoji reactions, custom emojis (SVG), and GIF animations via the Klipy plugin - Full message history search across all channels - Message drafts are synced across your devices so you can continue where you left off ![i-net CoWork live transcript during a voice or video call.](https://www.inetsoftware.de/media/images/cowork/product-images/transcription.webp) ## AI-Powered Assistant Bring AI into your team conversations without compromising data sovereignty. Connect to external providers or run your own. Full data sovereignty with a locally hosted model; external providers apply their own terms. - Connect to OpenAI, Gemini, or your own locally hosted AI provider - you decide where your data flows - Use bot commands in any channel for translations, research, summaries, or custom workflows - Live transcription captures every spoken word during calls as searchable text - After each call, a summary can be posted directly into the channel, and the full transcript is available as a Markdown download - AI-powered help search finds documentation answers without leaving CoWork ![i-net CoWork interface with open input field for commands.](https://www.inetsoftware.de/media/images/cowork/product-images/commands.webp) ## Automation & Bot Commands Extend CoWork beyond chat with slash-commands and Task Planner integration. Automate recurring tasks and connect external systems without leaving the platform. - Execute commands directly in the chat input field - plugins like AI or GIF animations already provide their own commands - Create custom bot commands in the Task Planner to address external systems or trigger workflows - Send scheduled messages to channels, query external APIs, or change your online status on a timer - Waiting Queue plugin: structured consultation handling with queue numbering and notifications - CoWork-in-Tickets: turn any message into a HelpDesk ticket in one click ![Screenshot of i-net CoWork with an open window for selecting GIF animations. Various categories and a search function are visible.](https://www.inetsoftware.de/media/images/cowork/product-images/klipy.webp) ## Emoji and GIF Animations i‑net CoWork supports the latest emojis, which can be used in messages and calls. Custom emojis are added in the configuration interface and are then available to all users. - Select emojis directly from the emoji palette, including skin tone variants - Add custom emojis as SVG files in the configuration - available to all users immediately - Use GIF animations from Klipy directly in messages, including favorites and search - React to any message with emojis for quick, wordless feedback ![i-net CoWork screen with an invitation to a meeting room.](https://www.inetsoftware.de/media/images/cowork/product-images/meetingrooms.webp) ## Meeting Rooms Quickly create dedicated rooms for text chat or video conferencing - for small work groups, external customer meetings, or cross-team coordination. - Invite participants via a shareable link - no account required for external guests - Manually add and remove users during an ongoing session - Combine text chat, voice, and video in the same room - Rooms auto-clean when closed: all messages and files are deleted ![i-net CoWork interface with open window for the waiting queue function.](https://www.inetsoftware.de/media/images/cowork/product-images/waitingqueue.webp) ## Waiting Queue Prioritize and manage consultation requests within your organization. Think of it like taking a number in a government office, but digital. - Users enter the queue and receive a queue number for their request - Recipients are notified and can confirm the request when ready to handle it - Supports structured consultation workflows for internal service desks or external support ![i-net CoWork live transcript during a voice or video call.](https://www.inetsoftware.de/media/images/cowork/product-images/transcription.webp) ## Transcription What is said in voice and video calls appears as live text so everyone can follow along and nothing gets lost. After the call you get a summary, and you can optionally have the summary posted as a message in the channel. The full transcript including the summary can be downloaded as a Markdown file. Your administrator enables the feature; in addition to other transcription providers, your own OpenAI-compatible endpoint can be used. See the [documentation](https://docs.inetsoftware.de/cowork) for setup details. - Live text during calls keeps everyone in sync - ideal for multilingual teams or accessibility - Post-call summary and Markdown download for documentation and compliance ![CoWork Dashboard with messaging, storage, and system status widgets.](https://www.inetsoftware.de/media/images/cowork/product-images/dashboard.webp) ## Dashboard i‑net CoWork ships with the same Dashboard application used across the products of i-net software GmbH: arrange widgets on a flexible grid with drag-and-drop, benefit from real-time updates, and share boards with users and groups. - CoWork-specific widgets, for example messaging activity over a configurable period and storage usage, so you see collaboration load at a glance - System status widgets for operational metrics such as resources and health checks, next to communication stats, ideal for admins who run the server - Named dashboards, import and export as .dashboard files, and fullscreen for presentations or wall displays ![i-net CoWork WebAPI interface with an example for using the API.](https://www.inetsoftware.de/media/images/cowork/product-images/webapi.webp) ## Web API Interface Access CoWork programmatically via a REST API with Swagger documentation. Ideal for integrating CoWork into existing tools and automating administration tasks. - Manage users: create, update, deactivate, and assign to groups - Manage groups and channels: create, rename, archive, and configure permissions - Send and retrieve messages in channels and direct chats - Full Swagger/OpenAPI documentation at `https:///api/swagger.json` ![i-net CoWork Plugin in Elgato Stream Deck.](https://www.inetsoftware.de/media/images/cowork/product-images/streamdeck.webp) ## Elgato Stream Deck Integration Control i‑net CoWork with the touch of a button via Elgato Stream Deck. The i‑net CoWork plugin is available free of charge from the Elgato Store. - Start and end calls with a single press - Toggle mute, control camera, and send reactions instantly - Set your online status directly from the Stream Deck - Token-based authentication for secure connection setup ## There is still a lot more! Discover the full scope of i‑net CoWork in the whitepaper or download the latest version and start communicating easily with your entire team. You will receive a 90-day trial version completely free of charge. You can find licensing models and prices on the [product page](https://www.inetsoftware.de/en/i-net-cowork/#pricing). Would you like to just try out the application quickly? Test our online demo. [Whitepaper](https://www.inetsoftware.de/en/i-net-cowork/whitepaper/) [Demo](https://cowork.demo.inetsoftware.de) [Download](https://www.inetsoftware.de/en/i-net-cowork/download/) --- # API Portal > All Java, .NET and JavaScript API documentation --- # Clear Reports Java API > Full Java API reference for report generation --- # Clear Reports .NET API > .NET API for reporting integration --- # Clear Reports Java Samples > Java code examples --- # PDFC Java API > Java API for document comparison --- # PDFC .NET API > .NET API for document comparison --- # JWebEngine API > HTML rendering engine for Java --- # JS Report Viewer > JavaScript API for embedded report viewing --- # Documentation Hub > Product help, REST API docs, installation guides --- # About > Java software from Berlin, since 1996. 10,000+ customers in 60+ countries. Four products in reporting, help desk, document comparison, and GDPR-compliant team chat. --- # References > Customer logos and testimonials (AT&T, HP, Shell, Continental, Bayer, FraPort, Emirates, Softeon, EFAFLEX, Comprion) --- # Career > Current job openings --- # News > Latest company updates --- # GitHub Organization > 95+ open source repositories (JWebAssembly, SetupBuilder, jlessc, etc.) --- # WebAPI CLI on GitHub > Command-line client for discovering and calling the WebAPI and MCP tools exposed by servers from i-net software GmbH --- # WebAPI CLI and MCP FAQ > Installation, authentication, tool discovery, scripting, and security guidance --- # HelpDesk MCP Tools Documentation > Public documentation for the server-side MCP tools --- # Plugin Store > Extensions and add-ons for products from i-net software GmbH --- # Documentation Hub > Central documentation for all products --- # FAQ > Frequently asked questions --- # Legal: Privacy > Privacy policy (Markdown) # Privacy Policy With this privacy policy, we would like to inform you about the nature, scope, and purpose of the processing of personal data (hereinafter also referred to as "data"). Personal data are all data that have a personal reference to you, e.g., name, address, email address, or your user behavior. The privacy policy applies to all data processing operations carried out by us both within the framework of our core business and for the online media we maintain. ## Who is responsible for data processing at our company Responsible for data processing is: i-net software GmbH Ralf Bischoff Leipziger Platz 16 10117 Berlin Germany [contact@inetsoftware.de](mailto:contact@inetsoftware.de) [https://www.inetsoftware.de/company/imprint/](https://www.inetsoftware.de/company/imprint/) ## Processing of your data within the framework of our company's core business If you are our customer or business partner or are interested in our services, the nature, scope, and purpose of processing your data is determined by the contractual or pre-contractual relationships existing between us. In this sense, the data processed by us includes all data that is provided or has been provided by you for the purpose of using the contractual or pre-contractual services and that is needed to process your request or the contract concluded between us. Unless otherwise specified in the further notes of this privacy policy, the processing of your data as well as its disclosure to third parties is limited to those data that are necessary and appropriate to answer your requests and/or to fulfill the contract concluded between you and us, to safeguard our rights, and to fulfill legal obligations. Which data is required for this purpose, we will inform you before or during the data collection. To the extent that we use third-party providers to provide our services, the privacy notices of the respective third-party providers apply. **Affected data:** - Inventory data (e.g., names, addresses) - Payment data (e.g., bank account details, invoices) - Contact data (e.g., email address, phone number, postal address) - Contract data (e.g., subject matter of contract, contract duration) **Affected persons:** Interested parties, business and contract partners **Purpose of processing:** Processing of contractual services, communication as well as answering contact requests, office and organizational procedures **Legal basis:** Contract fulfillment and pre-contractual requests, Art. 6 para. 1 lit. b GDPR, legal obligation, Art. 6 para. 1 lit. c GDPR, legitimate interest, Art. 6 para. 1 lit. f GDPR ## Your rights under the GDPR Under the GDPR, you have the following rights, which you can assert at any time with the controller named in section 1. of this privacy policy: - **Right to information:** You have the right to request information from us about whether and which data we process from you. - **Right to rectification:** You have the right to request the correction of incorrect or completion of incomplete data. - **Right to deletion:** You have the right to request the deletion of your data. - **Right to restriction:** You have the right in certain cases to request that we only process your data in a restricted manner. - **Right to data portability:** You have the right to request that we transmit your data to you or another controller in a structured, commonly used, and machine-readable format. - **Right to lodge a complaint:** You have the right to lodge a complaint with a supervisory authority. The supervisory authority of your usual place of residence, your workplace, or our company headquarters is responsible. ### Right of withdrawal You have the right to withdraw your consent to data processing at any time. ### Right to object You have the right to object at any time to the processing of your data, which we base on our legitimate interest pursuant to Art. 6 para. 1 lit. f GDPR. If you make use of your right to object, we ask you to state the reasons. We will then no longer process your personal data, unless we can demonstrate to you that compelling legitimate reasons for the data processing override your interests and rights. **Regardless of the foregoing, you have the right to object at any time to the processing of your personal data for advertising and data analysis purposes.** Please direct your objection to the contact address of the controller specified above. ## When do we delete your data? We delete your data when we no longer need it or when you instruct us to do so. This means that - unless otherwise specified in the individual privacy notices of this privacy policy - we delete your data, - when the purpose of data processing has ceased to exist and thus the respective legal basis mentioned in the individual privacy notices no longer exists, e.g. - after termination of the contractual or membership relationships existing between us (Art. 6 para. 1 lit. a GDPR) or - after our legitimate interest in further processing or storage of your data has ceased to exist (Art. 6 para. 1 lit. f GDPR), - when you make use of your right of withdrawal and no other legal basis for processing within the meaning of Art. 6 para. 1 lit. b-f GDPR applies, - when you make use of your right to object and no compelling legitimate reasons oppose the deletion. However, if we must retain (certain parts of) your data for other purposes, because this is required, for example, by tax retention periods (usually 6 years for business correspondence or 10 years for booking documents) or the assertion, exercise, or defense of legal claims from contractual relationships (up to four years) or the data is needed to protect the rights of another natural or legal person, we delete (the part of) your data only after these periods have expired. Until these periods expire, we restrict the processing of this data to these purposes (fulfillment of retention obligations). ## Cookies Our website uses cookies. Cookies are small text files consisting of a series of numbers and letters that are stored on your device. Cookies primarily serve to exchange information between your device and our website. This includes, among other things, language settings on a website, login status, or the position where a video was watched. When visiting our websites, two types of cookies are used: - **Temporary cookies (session cookies):** These store a so-called session ID, which can be used to assign various requests from your browser to the common session. Session cookies are deleted when you log out or close your browser. - **Permanent cookies:** Permanent cookies remain stored even after closing the browser. This allows our website to recognize your computer again when you return to our website. Information such as language settings or login information is stored in these cookies. In addition, your surfing behavior can be documented and stored with these cookies. This data can be used for statistics, marketing, and personalization purposes. In addition to the above classification, cookies can also be distinguished with regard to their purpose of use: - **Necessary cookies:** These are cookies that are absolutely necessary for the operation of our website, to store logins or shopping carts for the duration of your session, or cookies that are set for security reasons. - **Statistics, marketing, and personalization cookies:** These are cookies that are used for analysis purposes or reach measurement. Such "tracking" cookies can store information about entered search terms or the frequency of page views. In addition, the surfing behavior of an individual user (e.g., viewing certain content, using functions, etc.) can be stored in a user profile. Such profiles are used to display content to users that corresponds to their potential interests. To the extent that we use services through which cookies are stored on your device for statistics, marketing, and personalization purposes, we inform you separately about this in the following sections of our privacy policy or in the context of obtaining your consent. **Affected data:** - Usage data (e.g., access times, clicked websites) - Communication data (e.g., information about the device used, IP address). **Affected persons:** Users of our online services **Purpose of processing:** Display of our websites, ensuring the operation of our websites, improvement of our internet offering, communication and marketing **Legal basis: Legitimate interest, Art. 6 para. 1 lit. f GDPR** If we do not obtain consent from you for setting cookies, we base the processing of your data on our legitimate interest in improving the quality and user-friendliness of our website, especially the content and functions. You can object to the use of cookies set by us within the framework of our legitimate interest through the security settings of your browser. There you have the option to specify whether you accept no cookies or only cookies on request from the outset, or to specify that cookies are deleted after each closing of your browser. If cookies are disabled for our website, it may no longer be possible to use all functions of the website to their full extent. ### Specific browser storage used on this website In addition to the general cookie information above, we currently use the following concrete browser storage entries: - a consent cookie for the cookie choice (retention up to 1 year), - an entry in browser local storage for the shopping cart in the checkout process (until deletion or overwrite), - a time-limited entry in browser local storage for an initiated checkout process (typically up to about 2 hours), - a short-term entry in browser local storage for pseudonymous Google Ads campaign/conversion attribution (typically up to 3 days), - a short-term entry in browser local storage for pseudonymous OpenAI Ads campaign/conversion attribution (`oppref`; valid for up to 3 days, then deleted on the next access after expiry). These entries in browser local storage are not automatically sent with each HTTP request (unlike cookies); they are read and written in the browser via JavaScript. ### Re-evaluate tracking consent You can change your decision at any time here: [Review Tracking Consent](https://www.inetsoftware.de/en/company/privacy/#reevaluate-tracking-consent). ## Web hosting We use a provider to maintain our websites, on whose servers our websites are stored and made available for retrieval on the internet (hosting). In this context, the provider can process all data transmitted via your browser that arises when using our websites. This includes in particular your IP address, which the provider needs to deliver our online offering to your browser, as well as all inputs you make via our website. In addition, the provider we use can collect: - the date and time of access to our website - time zone difference to Greenwich Mean Time (GMT) - access status (HTTP status) - the amount of data transferred - the internet service provider of the accessing system - the browser type and version you use - the operating system you use - the website from which you may have accessed our website - the pages or subpages you visit on our website. The aforementioned data is stored as log files on the servers of our provider. This is necessary to ensure the stability and security of the operation of our website. **Affected data:** - Content data (e.g., posts, photos, videos) - Usage data (e.g., access times, clicked websites) - Communication data (e.g., information about the device used, IP address) **Affected persons:** Users of our internet presence **Purpose of processing:** Display of our websites, ensuring the operation of our websites **Legal basis:** Legitimate interest, Art. 6 para. 1 lit. f GDPR **Web host commissioned by us:** **Hetzner Online** Service provider: Hetzner Online GmbH, Industriestr. 25, 91710 Gunzenhausen Website: [https://www.hetzner.de/](https://www.hetzner.de/) Privacy policy: [https://www.hetzner.de/rechtliches/datenschutz](https://www.hetzner.de/rechtliches/datenschutz) ## i-net PDFC demo server This section describes data processing on our i-net PDFC demo server. You can use the same demo server in two ways: directly as an online demo in your browser at [https://pdfc.demo.inetsoftware.de](https://pdfc.demo.inetsoftware.de), or from ChatGPT using the i-net PDFC plugin for ChatGPT. The general information in this section applies to both ways of accessing the demo. Specific information about access through the ChatGPT plugin is explicitly identified below. For both ways of accessing the demo, the server automatically creates a temporary demo user with a generated user name and an access token when the demo starts. You can provide documents, for example PDF files, and have them compared. The demo is meant for trying out the software. Please do not upload confidential documents or documents containing personal data of third parties. **How your documents are processed:** The uploaded documents are processed automatically on our server to create the comparison. We use the documents and comparison results only for your demo session and not for any other purpose. No artificial intelligence services are used for the comparison on our server. During normal demo operation, our staff does not access the uploaded documents or the comparison results. Apart from the technical hosting described below and, when you use the ChatGPT plugin, the transmission to ChatGPT and access through comparison links described below, we do not pass the documents or results on to third parties. **Retention and deletion:** Demo sessions are scheduled for automatic deletion after 30 minutes of inactivity. When you use the browser demo, this may occur, for example, after you have closed the browser tab. When you use the ChatGPT plugin, the period starts when the last comparison request from ChatGPT completes. Opening a comparison link in the browser does not extend this period for comparisons created through the ChatGPT plugin. Automatic cleanup runs once per minute and deletes the temporary demo user, all uploaded documents, and all comparison results after the period has elapsed, normally after approximately 30 to 31 minutes of inactivity. Deletion on our demo server does not include results already sent to ChatGPT; their retention and deletion are governed by OpenAI's terms and privacy notices. If you want your data on our demo server to be deleted earlier or have questions about the processing, please contact us at [pdfc@inetsoftware.de](mailto:pdfc@inetsoftware.de) and tell us your generated user name or provide the link to the comparison. **Log files:** The web server logs the standard access data described under "Web hosting" as well as the generated demo user name and the names of the files that were compared. For requests from ChatGPT, the logged IP address is that of the requesting server infrastructure, usually an OpenAI server. It should not be treated as the IP address of your device. When you open a comparison link in the browser, the usual access data from your browser is collected. The contents of the documents and the comparison results are not logged. The log files are kept only as long as necessary for the stability and security of the operation and are then deleted. **Use through the i-net PDFC plugin for ChatGPT:** If you use the demo through the ChatGPT plugin, the documents you provide there are transmitted from ChatGPT to our demo server. The comparison result is sent back to ChatGPT and processed there by OpenAI. The response includes information about the number and type of differences and may contain document content, in particular changed text passages with page numbers. The file names, the comparison profile used, and the link to the comparison are also returned. Comparisons created through the ChatGPT plugin can be opened by anyone who has their link, until they are deleted. Processing by OpenAI is governed by [OpenAI's privacy notices](https://openai.com/policies/privacy-policy/). **Affected data:** - Content data (uploaded documents and comparison results; on our demo server only for the duration of the demo session) - Usage data (e.g., access times, names of the compared files) - Communication data (e.g., IP address of the requesting system, information about the browser used, generated user name) **Affected persons:** Users of the online demo, including users of the i-net PDFC plugin for ChatGPT **Purpose of processing:** Providing the online demo so that interested parties can try out our software, ensuring the operation and security of the demo **Legal basis:** Pre-contractual requests, Art. 6 para. 1 lit. b GDPR, legitimate interest, Art. 6 para. 1 lit. f GDPR **Hosting:** The demo is operated on the servers of our hosting provider Hetzner Online GmbH (see "Web hosting"). ## Contact To the extent that you contact us via email, social media, telephone, fax, mail, our contact form, or otherwise and provide us with personal data such as your name, phone number, or email address or make other information about your person or your concern, we process this data to answer your request within the framework of the pre-contractual or contractual relationships existing between us. **Affected data:** - Inventory data (e.g., names, addresses) - Contact data (e.g., email address, phone number, postal address) - Content data (texts, photos, videos) - Contract data (e.g., subject matter of contract, contract duration) **Affected persons:** Interested parties, customers, business and contract partners **Purpose of processing:** Communication as well as answering contact requests, office and organizational procedures **Legal basis:** Contract fulfillment and pre-contractual requests, Art. 6 para. 1 lit. b GDPR, legitimate interest, Art. 6 para. 1 lit. f GDPR **Handling of your data in the application process** If you apply to us, we process the personal data you transmit to us in the application process, such as your name, address, place of residence, age, application photo, email and phone number, professional background including schools, education, studies. If you send the data by email or via a contact form on our online presence, the processing is done electronically. When sending your application via the contact form, the transmission of your data is encrypted according to the state of the art. If you send your data by email, we point out that the transmission usually takes place unencrypted. If an employment contract is concluded after the application process, we store your data for the purpose of processing the employment relationship in compliance with legal requirements. **Affected data:** - Inventory data (e.g., names, addresses) - Payment data (e.g., bank account details, invoices) - Contact data (e.g., email address, phone number, postal address) - Contract data (e.g., subject matter of contract, contract duration) **Affected persons:** Applicants **Purpose of processing:** Processing of the application process **Legal basis:** Contract fulfillment and pre-contractual requests, Art. 6 para. 1 lit. b GDPR, legal obligation, Art. 6 para. 1 lit. c GDPR **Deletion:** If no employment contract is concluded, your data will be deleted after completion of the application process or at the latest 2 months after its completion. This does not apply if legal provisions oppose the deletion or if further storage of your data is required for the purpose of evidence, for example in proceedings under the General Equal Treatment Act (AGG). The application process is considered completed with the sending of the rejection to you. ## Online advertising We use services to display internet advertising. Through the services we use, certain user data is collected via a cookie or pixel. This includes in particular information about which website you came to our internet presence from (so-called referrer), which pages of our internet presence you accessed, how long you visited our pages, and which interactions you performed there. In addition, data about the browser, computer system, and device type you use is collected. Furthermore, demographic information such as age or gender can be captured as pseudonymous values via such a service. If you have consented to the collection of your location data, this can also be processed depending on the provider. To collect and store this data, the respective service sets a cookie or so-called counting pixel on your device, with which the IP address assigned to you is also collected. However, this is shortened via a so-called IP masking procedure, so that the IP address can no longer be assigned to your visit to our website. In principle, no plain data such as names or email addresses are stored when using the respective service. This is only the case if you are a member of a social network that offers one of the services mentioned below and merges your profile with the aforementioned data material. The data is evaluated by the service we use to create a report with statistical statements about the number of visitors generated through the advertising and the success of the advertising measure. The reports show, among other things, the total number of users who were redirected to our website via our ads. In addition, the reports contain information about the devices and browsers of the users, where the users were located, at what times the ad was clicked. However, the reports do not contain any information with which you as a user of our page could be personally identified. We would like to point out that depending on the location of the service provider, the data collected via the service may be transferred and processed outside the European Union. In this case, there is a risk that the level of data protection prescribed by the GDPR is not maintained and the enforcement of your rights cannot or can only be enforced with difficulty. **Affected data:** - Usage data (e.g., access times, clicked websites) - Communication data (e.g., information about the device used, IP address) **Affected persons:** Users of our online services **Purpose of processing:** Reach measurement, success control of campaigns, remarketing as well as interest- and behavior-based marketing **Legal basis:** If we have asked for your consent before using the respective service, this constitutes the legal basis, Art. 6 para. 1 lit. a GDPR. Otherwise, we use the respective service based on our legitimate interest in directing visitor flows to our website, analyzing these visitor flows to continuously improve the functions, offerings, and user experience, Art. 6 para. 1 lit. f GDPR. **We use the following service providers for online advertising:** **Google Ads** Service provider: Google LLC, 1600 Amphitheatre Parkway, Mountain View, CA 94043, USA Location in Europe: Google Dublin, Google Ireland Ltd., Gordon House, Barrow Street, Dublin 4, Ireland Website: [https://ads.google.com/home/](https://ads.google.com/home/) Privacy policy: [http://www.google.de/intl/de/policies/privacy](https://www.google.de/intl/de/policies/privacy) **Conversion Tracking:** We use Google Ads conversion tracking to measure the effectiveness of our advertising campaigns. When you click on one of our Google Ads, a tracking parameter (gbraid, gclid, or wbraid) may be added to the URL. This parameter is stored temporarily in your browser's local storage (not in cookies) and is used solely to attribute conversions (such as downloads) to the advertising campaign that led you to our website. **Data Processing:** When you perform a conversion action (e.g., download a product), we send the tracking parameter to Google via our server to record the conversion. This allows us to measure which advertising campaigns are most effective. The tracking parameter is a pseudonymous online identifier and may be personal data under data protection law. **OpenAI Ads** Service provider for data from the European Economic Area: OpenAI Ireland Limited, 1st Floor, The Liffey Trust Centre, 117-126 Sheriff Street Upper, Dublin 1, D01 YC43, Ireland Website: [https://ads.openai.com/](https://ads.openai.com/) Privacy policy: [https://openai.com/policies/eu-privacy-policy/](https://openai.com/policies/eu-privacy-policy/) Ad Tools data processing addendum: [https://openai.com/policies/ad-tools-dpa/](https://openai.com/policies/ad-tools-dpa/) **Conversion Tracking:** We use OpenAI Ads conversion tracking to measure the effectiveness of our advertising campaigns. When an ad in ChatGPT leads to our website, the landing URL may contain the click reference `oppref`. This reference is stored temporarily in your browser's local storage (not in cookies), used for no more than three days, and deleted on the next access after expiry. It is used to attribute conversion actions such as clicking a product download link, submitting a contact request, or starting checkout to the advertising campaign. **Data Processing:** When a valid click reference is available for one of these actions and the integration is configured, our server sends the click reference, the address of the page where the action occurred without URL parameters, and the type and time of the action to OpenAI through its Conversions API. This lets us measure campaign effectiveness. Starting checkout does not mean a payment has been completed. We do not install the OpenAI measurement pixel on our website and do not send names, email addresses, form content, your IP address, or user-agent data with these conversion events. OpenAI can attribute the events to eligible ad clicks and provide campaign reports. We mark the events to exclude future user-level personalization. The click reference is a pseudonymous online identifier and may be personal data under data protection law. ## Newsletter We currently do not operate a general newsletter process with public sign-up on our website as an active standard workflow. Where we send product-related information, update notices, or occasional feature-related inquiries to existing customers, customer contact persons, or registered users, this is done within the context of the existing customer and support relationship. **Affected data:** - Master and contact data, such as name, email address, and company - Communication data, such as sending and delivery information - Content data of the respective customer communication **Affected persons:** Existing customers, customer contact persons, and registered users in the customer or support context **Purpose of processing:** Sending product-related customer information, update notices, and feature-related inquiries within existing business relationships **Legal basis:** Art. 6 para. 1 lit. f GDPR; where applicable, relevant rules on existing customer communications under competition law **Recipients:** Internal departments and the mail provider used for dispatch **Deletion:** Contact and sending data are used for this purpose only as long as an existing business relationship, a corresponding communication purpose, or statutory retention obligations require it. **Objection:** You may object at any time to the use of your contact data for such product-related customer information. ## Web analytics and statistics To capture and statistically evaluate visitor flows on our internet presence, we use web analytics services. Such services collect, among other things, data about which website you came to our internet presence from (so-called referrer), which pages of our internet presence you accessed, how long you visited our pages, and which interactions you performed there. In addition, data about the browser, computer system, and device type you use is collected. Furthermore, demographic information such as age or gender can be captured as pseudonymous values via such a service. If you have consented to the collection of your location data, this can also be processed depending on the provider. To collect and store this data, the web analytics service we use typically sets a cookie on your device, with which the IP address assigned to you is also collected. However, this is shortened via a so-called IP masking procedure, so that the IP address can no longer be assigned to your visit to our website. Otherwise, no plain data such as names or email addresses are stored. Neither we nor the service we use knows the identity of visitors to our websites. When collecting the data, the service provider can, however, create pseudonymous usage profiles with information from the use of various devices through the use of cookies. We would like to point out that depending on the location of the service provider mentioned below, the data collected via the service may be transferred and processed outside the European Union. In this case, there is a risk that the level of data protection prescribed by the GDPR is not maintained and the enforcement of your rights cannot or can only be enforced with difficulty. **Affected data:** - Usage data (e.g., access times, clicked websites) - Communication data (e.g., information about the device used, IP address). **Affected persons:** Users of our online services **Purpose of processing:** Reach measurement, success control of campaigns, remarketing as well as interest- and behavior-based marketing **Legal basis:** If we have asked for your consent before using the respective service, this constitutes the legal basis, Art. 6 para. 1 lit. a GDPR. Otherwise, we use the respective service based on our legitimate interest in analyzing visitor flows to our websites to continuously improve the functions, offerings, and user experience, Art. 6 para. 1 lit. f GDPR. **We use the following web analytics services:** **Google Analytics 4** Service provider: Google LLC, 1600 Amphitheatre Parkway, Mountain View, CA 94043, USA Location within the EU: Google Dublin, Google Ireland Ltd., Gordon House, Barrow Street, Dublin 4, Ireland Website: [https://marketingplatform.google.com/intl/de/about/analytics/](https://marketingplatform.google.com/intl/de/about/analytics/) Privacy policy: [https://policies.google.com/privacy?hl=de](https://policies.google.com/privacy?hl=de) **Note on data transfer to Google Analytics servers:** When accessing our website within the EU (based on the geographical location according to IP address), the IP address assigned to you is collected exclusively via servers in the EU and used as geolocation data, then immediately deleted. It is neither logged nor used in any other way. The further measurement data is then forwarded to Google Analytics servers to be evaluated there. **Opt-out option:** If you do not want your data to be used by Google Analytics, you can set a so-called opt-out plugin, which will prevent data from you being collected on our website in the future. You can get this plugin here: [https://tools.google.com/dlpage/gaoptout?hl=de](https://tools.google.com/dlpage/gaoptout?hl=de) ## Payment Processing via Stripe For payment processing related to our contracts, we use Stripe as a payment service provider. In this context, master data, contact data, contract data, transaction data, and payment data are transferred to Stripe as required for payment execution, fraud prevention, and regulatory compliance. Depending on the specific processing activity, Stripe processes such data under its own data protection responsibility, in particular where Stripe must fulfil its own regulatory, security, or fraud-prevention obligations. **Affected data:** - Master data (e.g., name, company name, billing address) - Contact data (e.g., email address, phone number) - Contract data (e.g., product, license, subscription term) - Payment and transaction data (e.g., payment method, amount, currency, status, timestamp) - Technical metadata (e.g., IP address, device information, risk signals) **Affected persons:** Customers, prospects, and business contact persons of our contractual partners **Purpose of processing:** Payment processing, fraud prevention, compliance, and financial accounting **Legal basis:** Performance of a contract and pre-contractual measures, Art. 6 para. 1 lit. b GDPR; legal obligation, Art. 6 para. 1 lit. c GDPR; legitimate interests, Art. 6 para. 1 lit. f GDPR **Service provider:** Stripe Payments Europe, Limited, Ireland, and affiliated Stripe entities **Note on international transfers:** Processing may also take place outside the EU/EEA. Where required, this is based on appropriate safeguards, in particular standard contractual clauses. **Further information:** Stripe Privacy Policy: [https://stripe.com/privacy](https://stripe.com/privacy) Stripe DPA: [https://stripe.com/legal/dpa](https://stripe.com/legal/dpa) Stripe Service Providers / Sub-Processors: [https://stripe.com/legal/service-providers](https://stripe.com/legal/service-providers) Our DPA documents (including TOMs and sub-processor list): [Data Processing Agreement](https://www.inetsoftware.de/en/company/dpa/) ## Data Processing Agreement in Support Where we process personal data on behalf of our customers in the context of support or service activities, this is done on the basis of an organization-level DPA pursuant to Art. 28 GDPR. This applies in particular where the specific support case requires systematic or unavoidable access to the customer's personal data, for example in log-file analysis, support content containing personal data, or remote access to customer systems. General product, licensing, or sales inquiries that do not require access to the customer's personal data are not automatically covered by this requirement. If no valid DPA is in place for data-protection-relevant support activities, those parts of support handling may be suspended until clarified. ## Security measures We also take technical and organizational security measures according to the state of the art to comply with the provisions of data protection laws and to protect your data against accidental or intentional manipulation, partial or complete loss, destruction, or against unauthorized access by third parties. ## Current validity and changes to this privacy policy This privacy policy is currently valid and is dated 2026-10-12. Due to changed legal or official requirements, it may become necessary to adapt this privacy policy. **This privacy policy was created with the help of the privacy policy generator from SOS Recht. SOS Recht is an offering of Mueller.legal Rechtsanwälte Partnerschaft based in Berlin.** --- # Legal: Terms > Terms and conditions (Markdown) # General Terms and Conditions ## General information The General Terms and Conditions of i-net software GmbH apply exclusively. We do not recognize terms and conditions of the contractual partner that conflict with or deviate from these terms and conditions, unless we have expressly agreed to them in writing. These terms and conditions also apply if we are aware of the customer's conflicting terms and conditions and still carry out a delivery without reservation. ## Offers Our offers, brochures and prices are subject to change and do not constitute binding offers. Insofar as we provide information on technical data and properties and condition of the goods on our information pages, we do not assume any warranty for these. Through this information we do not guarantee any properties of our products. We reserve the right to make technical changes within reasonable limits. Our binding offers are valid for 14 days. Unless otherwise stated in our order confirmation, the details underlying the binding offer shall become part of the order. Subsequent changes require mutual written consent. ## Prices and terms of payment All prices quoted are net prices plus the applicable statutory VAT. This will be shown separately on the invoice at the applicable tax rate. For orders from abroad and deliveries there, our net prices apply without VAT. Payments are due immediately after invoicing and must be made in full. For customers outside of Germany, shipping generally only takes place after payment is received. If the contractual partner defaults on its payment obligation, in whole or in part, interest shall be charged at an annual rate of 5% above the prime rate according to § 247 of the German Civil Code (BGB) for payment claims due. The contractual partner shall only be entitled to setoff if their counterclaims have been legally established, are undisputed, or have been recognized by us. In the case of disputed counterclaims, the contractual partner shall have no right of retention. ## Right of withdrawal End consumers are not entitled to a right of withdrawal for software products that have been downloaded onto a data carrier of the buyer. However, we grant private end consumers a right of withdrawal if the order was placed exclusively via distance communication. Consumers are not bound by their order if they cancel it in writing or by e-mail within two weeks of receiving the first delivery of goods. The cancellation does not have to be for a specific reason and can be made in writing or by returning the goods. To meet the deadline, it is sufficient to send the revocation to i-net software GmbH, Leipziger Platz 16, 10117 Berlin, Germany. Upon receiving your revocation, we are required to refund any payments, and you are required to return our delivery at our risk. To facilitate the return process, please inform us of your intention to exercise your right of withdrawal and obtain an RMA number. ## Delivery time We will only consider deadlines for deliveries and services to be binding if they are expressly confirmed in writing or by email. Compliance with the obligation to perform requires the timely and proper fulfillment of the contractual partner's obligations. If we are late with a delivery, we are only liable for damages attributable to gross negligence or intentional misconduct on our part. ## Transfer of risk In the case of a sale by dispatch, the risk of accidental loss or deterioration passes to the buyer upon delivery to the forwarding agent, carrier, or person designated by the buyer, provided that the buyer is an entrepreneur. ## Warranty If we are responsible for a defect in the delivered goods, the contractual partner's right is initially limited to subsequent performance. Subsequent performance may include, at our discretion, either rectifying the defects or delivering a replacement item. If the supplementary performance fails, the contractual partner may assert warranty claims at their discretion. The warranty period is one year for entrepreneurs and two years for consumers, calculated from the transfer of risk. This period is a limitation period and also applies to claims for compensation for consequential harm caused by a defect, provided that no claims in tort are asserted. Unless stated otherwise below, the customer is not entitled to any further claims, irrespective of the legal grounds. Therefore, we are not liable for damages that do not occur to the delivery item itself. In particular, we shall not be liable for loss of profit or other financial losses of the customer. The above exemption from liability does not apply if the damage was caused by intent or gross negligence. However, our obligation to pay damages is limited to those that are foreseeable. If the purchaser is an entrepreneur, the quality of the goods is deemed consistent with the agreed-upon product description. Public statements, promotions, or advertising do not constitute a contractual statement of quality. ## Liability To the extent that our liability for damages is excluded or limited, this shall also apply to all claims of culpa in contrahendo and breach of secondary obligations. If we are at fault for breaches of duty due to slight negligence, our liability is limited to the amount specified for average, direct, and foreseeable damages typical for the contract. We shall not be liable to entrepreneurs for slightly negligent breaches of insignificant contractual obligations. ## Retention of title The goods shall remain our property until full payment of all outstanding or future claims arising from the contract has been received, regardless of the nature or legal basis of the business relationship with the customer. ## License rights The software produced by i-net software GmbH is subject to copyright law and the provisions of the respective license agreement, which are confirmed when the software is installed. ## Place of jurisdiction / place of performance Unless specified otherwise by law, the place of jurisdiction is Berlin. All disputes arising from this legal relationship shall be governed by German law. Application of UN sales law is excluded. ## Data protection We process personal data for contract initiation and performance, payment processing, and compliance with legal obligations. The legal bases are, in particular, Art. 6 para. 1 lit. b and lit. c GDPR, and Art. 6 para. 1 lit. f GDPR where a legitimate interest applies. For payment processing, we use Stripe Payments Europe, Limited and affiliated Stripe entities as payment service providers. Further details about Stripe-related processing are available in our Privacy Policy. Where we process personal data as a processor in the context of support or service activities, this is done on the basis of a data processing agreement (DPA) pursuant to Art. 28 GDPR, where applicable. Our DPA, related TOMs, and sub-processor list are available in our [Data Processing Agreement](https://www.inetsoftware.de/en/company/dpa/). An organization-level DPA is particularly required where the specific support case requires systematic or unavoidable access to the customer's personal data, for example in log-file analysis, support content with personal data, or remote access to customer systems. General product, licensing, or sales inquiries that do not require access to personal data are not automatically covered by this requirement. If no valid DPA is in place for data-protection-relevant support activities, those parts of support handling may be suspended until clarified. ## Online demo and i-net PDFC plugin for ChatGPT The i-net PDFC online demo and the i-net PDFC plugin for ChatGPT are provided free of charge for trying out the software. Continuous availability is not guaranteed. The technical limits of the demo apply. You must not upload confidential documents or documents containing personal data of third parties. Demo users, uploaded documents, and comparison results are automatically deleted on our demo server at the next cleanup run after the 30-minute inactivity period has elapsed. Cleanup runs once per minute, so deletion normally occurs after approximately 30 to 31 minutes of inactivity. When using the ChatGPT plugin, the period starts when the last comparison request from ChatGPT completes; opening a comparison link in the browser does not extend it. Comparisons created through the ChatGPT plugin can be opened by anyone who has their link until they are deleted. When you use the ChatGPT plugin, comparison results are sent to ChatGPT. Deletion on our demo server does not include results already sent to ChatGPT. Further information is available in our [privacy notice for the online demo](https://www.inetsoftware.de/en/company/privacy/#pdfc-demo). We may change or discontinue the demo and access through the ChatGPT plugin at any time. Our liability is governed by the "Liability" section of these terms and conditions. Mandatory statutory liability provisions remain unaffected. OpenAI's terms also apply to the use of ChatGPT. --- # Legal: DPA > Data Processing Agreement (Markdown) ![Data Processing Agreement pursuant to Art. 28(3) GDPR Background](https://www.inetsoftware.de/media/images/logos/enterprise_background.svg) # Data Processing Agreement pursuant to Art. 28(3) GDPR ![i-net software GmbH Logo](https://www.inetsoftware.de/media/images/logos/i-net-software.svg) i-net software GmbH Leipziger Platz 16 10117 Berlin, Germany The following version reproduces the current data processing agreement of i-net software GmbH, including the annexes on sub-processors and technical and organizational measures. The agreement may be concluded either electronically using the provided form or in text form on the basis of this contract version. Concluded between ``` ````` hereinafter referred to as the **"Controller"** or **"Client"**, and ``` `i-net software GmbH, Leipziger Platz 16, D-10117 Berlin,```` hereinafter referred to as the **"Processor"** or **"Contractor"**, as follows: ## Section 1 Subject Matter, Duration, and Specification of the Agreement (1) This data processing agreement supplements the ongoing business relationship and ends when that relationship ends. The right to extraordinary termination for good cause remains unaffected. (2) The subject matter of this data processing agreement is the performance of the following tasks: Support for one or more software products of i-net software GmbH licensed by the Client: - i-net HelpDesk - i-net Clear Reports - i-net PDFC - i-net CoWork A separate product selection is not required; the decisive factor is which software products are licensed within the ongoing business relationship. - The purpose, nature, and scope of data processing are governed exclusively by this agreement and/or by the license agreement (End User License Agreement "EULA"), support and maintenance agreement, or any other individual agreement concluded between the Client and the Contractor. - The Client's assignment to the Contractor may in particular include online sessions on the Client system of the licensed software product of i-net software GmbH for consultation, error analysis, version updates, etc. (inspection), as well as the analysis of screenshots, log files, etc. (storage and use). - As a rule, the processing of personal data does not represent the focus or an important core part of the Contractor's services, because, for example, contact data or isolated other personal content may be transmitted but are not the subject matter of the actual service. Nevertheless, such processing cannot be categorically ruled out in support scenarios. No case-by-case assessment takes place. - The Contractor has no independent access to the relevant system. Without the active involvement of the Client, no processing of personal data by the Contractor is possible. (3) The following categories of personal data are processed: - Data such as names and email addresses processed by the Controller in the respective licensed software product of i-net software GmbH (4) The following categories of data subjects are affected by the processing: - Customers, employees, suppliers, partners, service providers ## Section 2 Scope and Responsibility (1) The Contractor processes personal data on behalf of and only on documented instructions from the Client, unless the Contractor is required to do so by Union law or the law of a Member State to which it is subject. In such a case, the Contractor shall inform the Client of those legal requirements before processing begins, unless the relevant law prohibits such information on important grounds of public interest. This includes activities specified in the agreement and, where applicable, in a separate service description. The Client and the Contractor are each independently responsible for complying with applicable data protection law. The Client remains solely responsible for assessing the lawfulness of the transfer of data to the Contractor and for assessing the lawfulness of the data processing itself as the "Controller" within the meaning of Art. 4 No. 7 GDPR. (2) Instructions are generally defined by an ongoing support and maintenance agreement and may subsequently be changed, supplemented, or replaced by the Client through individual instructions in the course of ticket communication. ## Section 3 Obligations of the Processor (1) The Contractor may process personal data that is the subject matter of the assignment only within the scope of the assignment and the instructions of the Client, unless an exception within the meaning of Art. 28(3)(a) GDPR applies and its requirements are met. (2) The Contractor shall inform the Client if, in its opinion, an instruction of the Client infringes the GDPR or other data protection provisions of the Union or the Member States. The Contractor may suspend implementation of the instruction until it has been confirmed or amended by the Client. The Contractor is not obliged to carry out a comprehensive legal review. The Client bears any additional costs incurred by the Contractor as a result of an additional or deviating instruction, unless the instruction is required to comply with applicable legal requirements. (3) The Processor shall maintain a record of processing activities for this processing in accordance with Art. 30 GDPR. (4) The Processor declares that all persons entrusted with data processing have been bound to confidentiality before commencing their activities or are subject to an appropriate statutory duty of confidentiality. In particular, this duty of confidentiality remains in force even after their activity has ended and after they have left the Processor. (5) The Contractor shall implement technical and organizational measures (TOMs) for the appropriate protection of the Client's personal data that meet the requirements of Art. 32 GDPR. In particular, the Contractor shall implement TOMs, taking into account the risk to the rights and freedoms of data subjects, that permanently ensure the confidentiality, integrity, availability, and resilience of the systems and services related to the processing. (6) The contracting parties have agreed on the TOMs described in Annex 2 of this agreement. This list is also provided via a permanently accessible link in the data protection section of the Contractor's website. (7) The contracting parties agree that implementation of the described TOMs ensures an appropriate level of protection in accordance with the GDPR and provides sufficient guarantees to protect the rights of data subjects. The assessment of the appropriate level of protection takes due account of the state of the art, implementation costs, the nature, scope, circumstances, and purposes of the processing, as well as the varying likelihood and severity of risks to data subjects. The Contractor is therefore permitted to implement alternative adequate measures. Such measures, as well as changes and additions, must be documented by the Contractor and disclosed to the Client upon request. The security level of the measures listed in Annex 2 at the time of contract conclusion may not be undercut. (8) Taking into account the nature of the processing, the Contractor shall assist the Client, where possible, with suitable TOMs in fulfilling requests and claims of data subjects pursuant to Chapter III GDPR. If a corresponding request is directed to the Processor and it becomes apparent that the applicant mistakenly believes the Processor to be the controller of the data application operated by it, the Processor shall forward the request to the Controller without undue delay and inform the applicant accordingly. (9) Taking into account the nature of the processing and the information available to it, the Contractor shall assist the Client in complying with the obligations set out in Arts. 32 to 36 GDPR. (10) The Contractor shall inform the Client without undue delay if it becomes aware of breaches of the protection of the Client's personal data in such a way that the Client can comply with its statutory obligations, in particular under Arts. 33 and 34 GDPR, both with regard to scope and timing. A notification of a personal data breach must contain at least: - A description of the incident, where possible including the nature of the personal data breach, the categories and approximate number of data subjects concerned, the categories concerned, and the estimated number of personal data records concerned - Contact details of a point of contact for further information about the personal data breach - A description of the likely consequences of the reported incident, a description of the measures taken or proposed to remedy it, and, where appropriate, measures to mitigate its possible adverse effects from the Contractor's perspective Where and insofar as the information cannot be provided at the same time, it may be provided in stages without undue further delay. (11) The Controller shall have the right to inspect and audit the data processing facilities with regard to the processing of the data provided by it, including by third parties commissioned by it. The Processor undertakes to provide the Controller with the information necessary to monitor compliance with the obligations set out in this agreement and to enable and contribute to reviews, including inspections. (12) After the end of the assignment, the Contractor shall return or delete all data, data carriers, and documents originating from the Client or to be made available to it, at the Client's request, unless there is a statutory retention obligation. If statutory or contractual retention periods apply, the data will be blocked until the end of the retention period and then deleted. The Contractor shall confirm deletion to the Client upon request. ## Section 4 Place of Data Processing (1) All data processing activities are carried out exclusively within the EU or the EEA. ## Section 5 Sub-processors (1) The Contractor may engage sub-processors. The subcontractors listed in Annex 1 to this agreement are deemed approved. A sub-processor relationship requiring approval exists if the Contractor commissions subcontractors with the processing of personal data agreed in the contract. The Contractor shall conclude agreements with these subcontractors to the extent required in order to ensure appropriate data protection and information security measures. If the sub-processor fails to comply with its data protection obligations, the Processor shall be liable to the Controller for compliance with the obligations of the sub-processor. (2) The Contractor may use additional subcontractors only under the following conditions: The Client grants the Contractor general authorization to use subcontractors. The Contractor shall inform the Client in writing or by email before engaging or replacing a subcontractor. The Client may object to the engagement or replacement within an appropriate period of at least 14 calendar days for important data protection reasons. If no objection is made within this period, consent shall be deemed granted. In emergency situations, e.g. in the event of an urgent security risk or the unforeseen failure of a subcontractor, the Contractor may also engage or replace a subcontractor without observing the above period. In such a case, the Contractor shall inform the Client of the change without undue delay. (3) The Contractor shall provide the Client with an up-to-date list of all subcontractors used. This list is attached as Annex 1 to the agreement and is also provided via a permanently accessible link in the data protection section of the Contractor's website. ## Section 6 Information Obligations, Written Form Clause, Governing Law (1) If the Client's data at the Contractor is jeopardized by seizure or confiscation, insolvency or settlement proceedings, or by other events or measures taken by third parties, the Contractor shall inform the Client without undue delay. The Contractor shall immediately inform all persons responsible in this connection that control over the data lies exclusively with the Client as the "Controller" within the meaning of the GDPR. (2) Amendments and additions to this agreement and all of its components, including any assurances given by the Contractor, require a written agreement, which may also be made in an electronic format (text form), and an express indication that this constitutes an amendment or supplement to these terms. This also applies to any waiver of this formal requirement. (3) In the event of contradictions, the provisions of this agreement shall take precedence over the provisions of the underlying contract. Should individual parts of this agreement be invalid, this shall not affect the validity of the agreement in all other respects. The contracting parties agree and permit the respective other contracting party to use information from this agreement for the purpose of defending against third-party claims and for the purpose of proving that the respective contracting party is in no way responsible for the circumstance by which damage occurred. (4) German law shall apply and the place of jurisdiction shall be Berlin. ## Section 7 Electronic or text-form contract conclusion This contract version may be concluded either electronically using the [provided form](https://helpdesk.inetsoftware.de/forms/btgqvd93txjs293q1ar3xowkt) or in text form on the basis of this version. When concluding electronically via the form, the submitting person declares that they are authorized to make this declaration on behalf of the customer organization and agree to the contractual terms above. For this purpose, the Contractor documents and stores the time of conclusion, the customer organization, the submitted contract data, the confirmations made, the acting person, and the contract version on which the conclusion is based. This contract version may be used as a PDF for conclusion in text form. ## Annex 1 - Additional Processors (Sub-processors) | Name and address | Description of partial services | Location of data processing | |---|---|---| | Hetzner Online GmbH, Industriestr. 25, D-91710 Gunzenhausen | • Cloud server | Data center in Germany | | ↳ | • Managed server | | | ↳ | • Web hosting | | | ↳ | Relevant applications: | | | ↳ | • i-net HelpDesk server | | | ↳ | • i-net HelpDesk database | | | ↳ | • mail server | | | ↳ | • CRM system | | | IONOS SE, Elgendorfer Str. 57, D-56410 Montabaur | • AI Model Hub (GDPR compliant) | Data center in Germany | | ↳ | • LLM hosting (GDPR compliant) | | | ↳ | Relevant applications: | | | ↳ | • AI interfaces of i-net HelpDesk | | ## Annex 2 - Technical and Organizational Measures The Contractor implements the following technical and organizational measures for data security within the meaning of Art. 32 GDPR: ### (1) Physical access control ***Measures suitable for preventing unauthorized persons from gaining access to data processing facilities in which personal data are processed or used. These measures expressly also apply to activities in the home office or in coworking spaces, etc.*** The Contractor ensures that its office and business premises are generally closed outside office and business hours. Key management is restrictive (no issuance to interns, external service providers, etc.) and is logged. Visitors are logged in the CRM system (customers) or calendar (others). Excluded are relatives of employees, suppliers, messengers, or long-term service providers (tax advisors, etc.). During office and business hours, it is ensured that visitors or other third parties cannot move around alone in rooms where they could gain access to personal data. Cleaning staff are carefully selected in advance. ### (2) System access control ***Measures suitable for preventing unauthorized use of data processing systems.*** To gain access to IT systems, the Contractor and its employees must have the appropriate authorization. For this purpose, user profiles are created and corresponding user permissions are assigned by one or more administrators. Tiered password management using certified systems with high security standards through end-to-end encryption (AES 256 bit), zero-knowledge architecture, open-source transparency, compliance with SOC 2 Type II and SOC 3 certifications, and GDPR compliance. Passwords must be at least 8 characters long, must not be taken from any dictionary or similar source, and must contain at least one number or one special character. Passwords for administrative accounts must not be stored for convenience (browser, network shares, etc.). Administrative accounts must not be used for day-to-day work. Systems must be configured so that software can be installed only with administrative accounts. Passwords for internal accounts must not be recycled for internet accounts. Remote access to the Contractor's IT systems for remote maintenance is currently carried out via licensed remote maintenance software (GoToMeeting), including the use of end-to-end SSL (Secure Sockets Layer) and AES-128-HMAC-SHA1 (Advanced Encryption Standard) encryption. All servers and client systems used in the performance of services for the Client are protected by firewalls and anti-virus software that are maintained and supplied with current updates and patches. VPN technology is used where required, e.g. for home office activities. ### (3) Data access control ***Measures ensuring that persons authorized to use a data processing system can access only the data subject to their access authorization and that personal data cannot be read, copied, changed, or removed without authorization during processing, use, and after storage.*** Permissions for the Contractor's IT systems and applications are granted according to the need-to-know principle. Accordingly, only those persons receive access rights to data, databases, or applications who maintain these data, applications, or databases, use them to provide the agreed services, or are active in development. Digitally signed HelpDesk software is used. The destruction of data carriers and paper is carried out by a service provider that guarantees destruction in accordance with DIN 66399. Destruction is logged. ### (4) Input control ***Measures ensuring that it can subsequently be checked whether and by whom data were changed or removed.*** The Contractor shall document entries, changes, or deletions of personal data carried out on behalf of the Client in an appropriate manner, unless it is ensured that the respective IT system itself logs the corresponding activities. On the Contractor's side, entries, changes, and deletions of relevant data are logged in the leading ticket system. Traceability of the entry, change, and deletion of relevant data by means of individual user names (not user groups) is ensured. Forms from which data have been transferred into automated processing are retained. Rights to enter, change, and delete data are assigned on the basis of an authorization concept. ### (5) Transfer control ***Measures ensuring that personal data cannot be read, copied, changed, or removed without authorization during electronic transmission or during transport or storage on data carriers, and that it can be checked and determined to which points personal data are intended to be transferred by data transmission facilities.*** Any transfer of personal data processed on behalf of the Client may take place only to the extent agreed with the Client. The use of private data carriers by the Contractor in connection with data processing for the Client is prohibited. VPN tunnels are used for relevant scenarios. For physical transport, transport personnel and vehicles as well as secure transport containers/packaging are carefully selected. PGP encryption in email communication via i-net HelpDesk can optionally be used. ### (6) Order control ***Measures ensuring that personal data processed on behalf of the Client can be processed only in accordance with the Client's instructions.*** Sub-processors are commissioned only within the framework of the data processing agreement. All employees receive process-related instruction and commitment with regard to data protection. Data are destroyed or returned after the end of the assignment as described in the main contract text. ### (7) Separation ***Measures ensuring that data collected for different purposes can be processed separately.*** Insofar as the Contractor receives personal data from the Client in connection with the processing on behalf of the Client, it will process such data separately from data of other customers (e.g. separate ticket records in the HelpDesk system, no cross-customer remote sessions, etc.). Test and production systems with relation to the Client's personal data are kept separate. ### (8) Availability control ***Measures ensuring that personal data are protected against accidental destruction or loss.*** A backup and recovery concept as well as an emergency plan are in place. Data recovery tests are carried out on a cyclical basis. Backups are stored at a secure off-site location. ### (9) Regular review, assessment, and evaluation ***Measures ensuring that a long-term collaboration between Client and Contractor is maintained in line with the GDPR.*** Through policies and/or instructions to employees, the Contractor contributes to ensuring that personal data are processed in a manner compliant with the GDPR. This includes in particular a regular review of the effectiveness of the measures taken to protect personal data and, where appropriate, their adaptation. It is in particular ensured that data protection incidents are recognized by all employees and reported to the Client without undue delay if they concern data processed within the scope of processing carried out on behalf of the Client. ### (10) Use of artificial intelligence It is ensured that only GDPR-compliant AI providers or portals are used. ### (11) Technical and organizational measures of the sub-processors The TOMs of the sub-processors listed in Annex 1 are available via the following links (status 2026-04-17): - [TOMs of Hetzner](https://www.hetzner.com/AV/TOM.pdf) - [TOMs of IONOS](https://www.ionos.de/hilfe/fileadmin/pdf/de_DE/Datenschutz/Technische_und_organisatorische_Massnahmen__TOM_.pdf) ## Status Status of this contract version: 2026-04-20 [Print Data Processing Agreement](javascript:window.print()) --- # Release Notes > Version history for all products --- # i-net Clear Reports > Berichte und Dashboards aus jeder Datenbank. 40+ Diagrammtypen, Crystal Reports kompatibel (v7-13). 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