Data Privacy Practices
We have a globally distributed infrastructure and security team on-call 24/7. Our team is constantly monitoring security notifications from all 3rd party software libraries and if identified, we immediately apply any relevant security patches as soon as they are released. Our engineers work together with the product teams to ensure that all of Help Scout’s code and infrastructure follows a secure development lifecycle process.
All of Help Scout’s application and data infrastructure is hosted on Amazon Web Services (AWS), a highly scalable cloud computing platform with end-to-end security and privacy features built in.
Designed with redundancy, fault tolerance and disaster recovery at the forefront, our services are distributed across three separate availability zones (data centers). All our infrastructure is within our virtual private cloud (VPC) with production access restricted to operations support staff only. This allows us to leverage complete firewall protection, private IP addresses and other security features.
For more specific details regarding AWS security, please refer to https://aws.amazon.com/security/.
We strive for a 99.99% uptime across all our products and to support that, we host our monitoring and logging systems outside of AWS and employ a variety of tools to accurately monitor and report on any anomaly that could impact the delivery of our services.
All data is stored in HIPAA compliant AWS infrastructure, housed in Amazon-controlled data centers. Only those within Amazon who have a legitimate business need to have such information know the actual location of these data centers, and the data centers themselves are secured with a variety of physical controls to prevent unauthorized access. It is safe to say Amazon is much better at physical security than we are capable of being, so we leave it to them.
Through the use of automated and manual analysis, as well as constant security review of 3rd party libraries, we ensure to the best of our abilities that we are delivering products that are free from security defects. All Help Scout web application communications are PCI compliant and support TLS v1.2, and cannot be viewed by a third party. We enforce the same level of encryption used by banks and financial institutions.
Additionally, we support a number of security focused features to help keep your data safe
Help Scout supports TLS encryption on all inbound and outbound email. For an explanation of how email encryption works, we recommend this overview from Google.
We design all services with high availability in mind. Our goal is to deliver 99.99% uptime across all our products. In order to achieve this goal, we follow a number of engineering best practices