Documentation

Platform

Security and privacy

Hub handles feedback from customers, employees and residents, so privacy is part of how each module works rather than a setting added afterwards.

Updated

Built for: Security, privacy and procurement teams.

How data is protected

EU data centres

Hub’s infrastructure and encrypted backups are hosted in EU data centres in Germany.

Encryption

Data is encrypted at rest with AES-256 and in transit with TLS 1.3.

Isolation by organisation

Row-level security in the database ensures people can only query data that belongs to their own organisation.

Audit logging and access reviews

Access to data is logged, and access is reviewed regularly.

AI without training on your data

AI processing runs with zero retention at the provider, and your data is never used to train models. Personal data is redacted from text before it is analysed.

No passwords stored

Sign-in is handled by a dedicated authentication provider, so Hub never stores passwords.

Private by default

  • Usage analytics are off until a person accepts analytics cookies, and run on our own servers.
  • Survey location data is only collected when a respondent grants permission in their browser.
  • No data is shared between organisations. Benchmarks use anonymised, aggregated data only.
  • Only data a feature needs is collected, and optional fields are never required.
  • Only security and account notifications are on by default. Digests and marketing emails need an explicit opt-in.

Data subject rights

  • A self-service request form, with no login, for access, rectification, erasure, restriction, portability and objection.
  • Identity is verified by email before a request is processed, and every request is logged.
  • Requests are answered within 30 days. Erased data is pseudonymised immediately and removed from backups within 90 days.
  • Data exports in structured, machine-readable formats.
  • Unsubscribe and preference pages for every recipient.

Our commitments

  • Supervisory authorities are notified within 72 hours of a qualifying breach, and affected people without undue delay.
  • Customers are told at least 30 days before a new subprocessor is added.
  • We do not sell personal information.
  • We are happy to complete security questionnaires and walk your team through our controls as part of an evaluation.

Works with