Security Policy and Practices

Last Revised: 17/01/2025 • Version 2.1

At Helpwave, security is the foundation of everything we do. We understand that our customers trust us with their sensitive data and business operations. This comprehensive Security Policy outlines our unwavering commitment to protecting your data and maintaining the integrity of our AI-powered customer support platform. We implement enterprise-grade security measures and continuously evolve our practices to stay ahead of emerging threats.

1. Data Security Architecture

Our multi-layered security architecture is designed to protect data at every level:

  • • End-to-end encryption using AES-256 for data at rest and TLS 1.3 for data in transit
  • • Regular third-party penetration testing and vulnerability assessments
  • • ISO 27001 certified data centers with SOC 2 Type II compliance
  • • Automated backup systems with 99.999999999% durability
  • • Data segregation at both logical and physical levels
  • • Real-time threat detection and automated response systems
2. Enterprise-Grade Infrastructure

Our infrastructure is built on enterprise-grade cloud platforms with multiple layers of security:

  • • Multi-region deployment across AWS and Google Cloud Platform
  • • Advanced network isolation using VPCs and microsegmentation
  • • Enterprise-grade DDoS protection with automatic mitigation
  • • Automated vulnerability scanning and patch management
3. Compliance and Certifications

We maintain compliance with global security standards:

  • • SOC 2 Type II certified
  • • GDPR compliant
  • • ISO 27001 certified
  • • HIPAA compliant for healthcare data
  • • Annual third-party security audits
4. AI Model Security

Our AI systems are designed with security safeguards:

  • • Isolation of AI processing environments
  • • Regular security audits of AI models
  • • Strict data handling procedures for AI training
  • • Monitoring for unusual AI behavior patterns
5. Incident Response

We maintain a comprehensive incident response plan:

  • • 24/7 security monitoring and alerting
  • • Documented incident response procedures
  • • Regular incident response drills
  • • Customer notification procedures
6. Third-Party Security

We ensure our vendors maintain high security standards:

  • • Vendor security assessments
  • • Regular vendor security reviews
  • • Data processing agreements
7. Security Best Practices for Users

We recommend the following security practices:

  • • Enable two-factor authentication
  • • Use strong, unique passwords
  • • Regularly review access logs
  • • Report suspicious activities promptly
8. Security Assurance Program

Our comprehensive security assurance program includes:

  • • Regular security whitepapers and transparency reports
  • • Customer security review support
  • • Dedicated customer security engineers
Security Contact Information

For security concerns or to report potential vulnerabilities:

Helpwave Security Operations Center (SOC) Available 24/7/365 security@helpwave.ai