Security, compliance and reliability you can check
Every conversation, call and record your customers trust you with is encrypted, scoped to your organisation, kept in the region you choose and logged when it changes hands. Here is exactly what we do, and what we do not claim.
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Compliance and certifications
SOC 2 Type II aligned controls, GDPR-compliant processing, regular third-party penetration testing and privacy by design.
Learn moreSecurity and data privacy
AES-256 at rest, TLS 1.2+ in transit, encrypted geo-redundant backups, credentials in encrypted vaults.
Learn moreAvailability and uptime
A 99.9% availability target, 24/7 monitoring and alerting, multi-trunk voice failover.
Learn moreAI governance
Approvals that are policy, a full chain logged per request, prompts, tools and knowledge scoped to your tenant.
Learn moreControls aligned to the standards your auditors ask about
Our security controls are aligned to SOC 2 Type II. Personal data is processed and stored in line with GDPR, with a Data Processing Agreement available for every customer, and we commission regular third-party penetration tests. Privacy by design is part of how features are specified, not a review at the end.
- SOC 2 Type II aligned security controls.
- GDPR compliant data processing and storage; breach notification within 72 hours.
- Data Processing Agreement available on request.
- Regular penetration testing by independent third parties.
What we do not claim
We say "aligned" to SOC 2 Type II because that is what it is. We do not hold certifications we have not listed here, and we would rather you ask than assume. For the current state of any audit or report, write to [email protected].
Encrypted everywhere, visible only to the people who should see it
All data is encrypted at rest with AES-256 and in transit with TLS 1.2 or later. Database backups are encrypted and stored in geo-redundant locations. API keys and credentials live in encrypted vaults. Inside the product, role-based access decides who sees which conversations, and every assignment, transfer and state change is logged.
- Role-based access control across all systems, least privilege for internal access.
- Multi-factor authentication available for every account; session timeouts are configurable.
- Regular access reviews and audit logging.
- In-region residency. Recordings, media and data kept in the region you choose.
Incident response
- 24/7 security monitoring and alerting.
- Documented incident response procedures, with drills and table-top exercises.
- Breach notification within 72 hours, as GDPR requires.
- Post-incident review and continuous improvement.
- Responsible disclosure: [email protected].
Built to keep answering
We run to a 99.9% platform availability target with 24/7 monitoring and alerting. Voice runs on several telephony providers at once, so a second trunk can carry calls when the first cannot, and the status page reports incidents as they happen.
- 99.9% availability target for the platform.
- Multi-trunk voice failover across supported providers.
- Live status at status.lodgestory.com.
Access control in the product
Account owners, admins and users see different things by design: agents see their own and their teams' conversations, admins see everything, and analytics, exports and saved queries are scoped to your organisation automatically. There is no path for one organisation to read another's data.
How visibility and routing workAI that asks before it acts
Kaylee, the AI agent, works inside rules you write. Anything you mark Needs approval, a refund, a resolve, a stage move, a ticket, a tool call, cannot run without a teammate, and an approval that times out is rejected, not quietly made. Every request keeps who was asked, who answered, what was approved and what the customer was told. Prompts, tools and knowledge bases are scoped to your organisation.
- Approvals are policy, not the agent's judgement.
- Full chain logged per request: the question, the tool call, the person, the reply.
- Read-only analytics SQL, always scoped to your tenant, even when Kaylee writes it.
Where AI touches your data
- Bot journeys, the inbox assistant, answer validation and voice agents read the same tenant-scoped configuration.
- Tools call your own systems with the parameters you defined, with a five-minute timeout by default.
- Customer-approved lookups are scoped to the verified identity in the conversation.
Documentation
The legal and privacy documents behind every account.
Have a security questionnaire or a question we have not answered?
We answer security reviews, share documentation and walk through our controls with your team.
Questions, answered
The things security teams ask before they sign.
In your organisation's tenancy, in the region you choose, encrypted at rest with AES-256. Backups are encrypted and geo-redundant. Recordings, media and conversation data stay in-region.
Our security controls are aligned to SOC 2 Type II. We say aligned because that is the accurate word; for the current state of any audit or report, email [email protected].
Yes. Data processing and storage follow GDPR, a Data Processing Agreement is available for every customer, and breaches are notified within 72 hours. See the GDPR and DPA pages for the detail.
Internal access follows least privilege with regular access reviews and audit logging. Inside the product, role-based access decides what your own people see, and every query and export is scoped to your organisation.
Only what you allow. Anything marked Needs approval waits for a teammate in the Kaylee console and is rejected if nobody answers in time. Every action, tool call and approval is logged on the request.
Email [email protected]. We acknowledge reports, keep you informed, and credit researchers who report responsibly.