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Subscribe Sign In My Documents My Account Change Password Sign Out Trust Center Compliance Documents Updates Trust Center Overview Welcome to SentiSum's Trust Center - your gateway to understanding our unwavering commitment to privacy, data security, and compliance. We believe in maintaining transparency and building trust with our customers. Here, you can access our comprehensive compliance documentation, find answers to frequently asked questions related to security and privacy, and explore our robust security practices. This portal is designed to provide you with the information and assurance you need to feel confident in our ability to protect your data. If you have any questions, please reach out. We love to hear from our customers. At SentiSum, we empower leaders to unlock the value of support ticket tags through our advanced technology, which uncovers accurate and granular "reasons for contact" at scale. Our customers harness AI-driven tags to create churn-busting customer support experiences by automating the routing and prioritization of incoming tickets. Additionally, they can transform negative reviews and social comments into actionable tickets that are addressed promptly. This capability allows for a deeper understanding of the drivers behind customer satisfaction (CSAT) scores. We designed our platform to augment your agents, eliminating manual tagging and other repetitive processes, enabling them to concentrate on what they do best: delivering a truly human experience. Compliance Request Access to Private Documents 3 Results Documents that summarizes our adherence to laws, regulations, and internal policies, helping ensure transparency, risk management and legal conformity SOC 2 2023 SOC 2 2025 SOC 2 2024 Trusted By Ticketmaster Forma Butternut Box Mile IQ Makes You Local Gousto Schuh Skillz Ascensos Cleo Documents My Documents Request Access to Private Documents Multi Factor Authentication Pentest Report Access Control Policy AI Use and Governance Policy Asset Management Policy Availability Policy Breach Policy Business Continuity and Disaster Recovery Policy Code of Conduct Policy Confidentiality Policy Data Backup and Recovery Policy Data Classification Policy Data Privacy Policy Data Retention Policy Employee Privacy Policy and Notice Employee Training Policy Human Resource Security Policy Encryption Policy Information Security Policy Mobile Device Teleworking and Malware Policy Network Security Policy Office Security Policy Operational Security Policy Privacy Impact Assessment Policy Process Integrity Policy Risk Assessment Policy Roles Policy Secure Software Development Lifecycle Policy Security Incident Response Policy System Change Policy System Hardening Policy Vendor Management Policy Vulnerability Scanning Policy BC-DR Backups Enabled Privacy Policy Product Security Role-Based Access Control Multi Factor Authentication AWS Risk Profile Data Access Level Impact Level Recovery Time Objective1-24 hours View More Corporate Security HR Security Employee Training Asset Management Practices View More Reports Vendor Risk Assessment Report Pentest Report Network Diagram View More Access Control Access Control Matrix Password Security Policies Access Control Policy AI Use and Governance Policy Asset Management Policy View More Data Privacy Employee Privacy Training Data Privacy Officer Data Breach Notifications Infrastructure AWS Separate Production Environment BC-DR Data Security Encryption-at-rest Encryption-in-transit Backups Enabled Endpoint Security Disk Encryption Endpoint Detection and Response Threat Detection Legal Cyber Insurance Data Processing Agreement Privacy Policy Network Security Firewall IDS Network Diagram Product Security Role-Based Access ControlUpdated 25/09/2024 Both role based and user based access controls are available for the Sentisum product suite. Multi Factor AuthenticationUpdated 25/09/2024 MFA is enabled for all the users to increase the security levels. The primary objective of multi-factor authentication is to reduce the risk of account takeovers and provide additional security for users and their accounts. Since over 80% of cyber breaches happen due to weak or stolen passwords, MFA can provide added layers of security necessary to protect users and their data. AWSUpdated 25/09/2024 Sentisum's system is hosted in AWS in container based. Risk Profile Data Access LevelUpdated 25/09/2024 As a SaaS vendor selling to an enterprise customer, what type of data do you need access to? Impact LevelUpdated 25/09/2024 What is the potential impact to your enterprise customer if the data and/or functionality you, as the vendor, are supposed to manage, is compromised? Recovery Time ObjectiveUpdated 25/09/2024 What is your recovery time objective in case of critical failure? (e.g., your DB is deleted) 1-24 hours Recovery Point ObjectiveUpdated 25/09/2024 What is your recovery point objective in case of critical failure? (e.g., your DB is deleted) Critical DependenceUpdated 25/09/2024 Will your product be a system that your enterprise customer critically depends on? (i.e., a failure would cost them a ton of money) NO Third Party DependenceUpdated 25/09/2024 Are you also using other third-party services to manage or support your customers? HostingUpdated 25/09/2024 Are you hosted only on one of the major cloud providers or do you have any on-premise systems? Major CSP Corporate Security HR SecurityUpdated 25/09/2024 To ensure the integrity and security of our operations, all new Sentisum employees undergo a thorough background check and sign a non-disclosure agreement upon joining. These measures are part of our annually reviewed HR security policy, which mandates compliance with company policies and procedures designed to safeguard organizational assets and information. Employee TrainingUpdated 25/09/2024 Sentisum is committed to maintaining a high level of security and privacy awareness among its personnel through comprehensive annual training programs. This training covers critical topics secure communication, data classification, phishing, physical security, social engineering, data privacy, third-party/application security, laptop standard, protect data, and acceptable use. Asset Management PracticesUpdated 25/09/2024 Sentisum is committed to maintaining robust asset management practices that span both virtual and physical assets. Our asset management policy is designed to systematically identify and catalog organizational assets while defining appropriate protection responsibilities and is updated annually. Internal AssessmentsUpdated 25/09/2024 Sentisum engages in thorough annual risk assessments that span multiple critical teams, including engineering, security, privacy, legal, and AI safety, among others. These assessments are designed to identify and address significant vulnerabilities within our operational environment. The findings from these assessments are carefully reviewed and considered by an executive risk committee, which integrates these insights into broader organizational strategic planning. Incident ResponseUpdated 25/09/2024 Sentisum maintains a rigorously documented Incident Response Plan that serves as our predefined procedure for handling potential security incidents. This plan is systematically reviewed, tested, and approved by appropriate stakeholders on an annual basis to ensure readiness and effectiveness in responding to security incidents. Reports Vendor Risk Assessment ReportUpdated 25/09/2024 Sentisum performs regular vendor risk assessment to evaluate the security practices of our key vendors and partners. This assessment was conducted by our internal security team in collaboration with external cybersecurity experts to provide a comprehensive evaluation. Pentest ReportUpdated 26/06/2026 We recently engaged a leading cybersecurity firm to conduct a thorough penetration test of our systems. The objective of this test was to assess our infrastructure, applications, and security protocols against current and emerging threats. Network DiagramUpdated 25/09/2024 Sentisum has a high level network diagram Risk Assessment reportUpdated 25/09/2024 Sentisum conducts a comprehensive risk assessment regularly to evaluate the current security posture of our systems, applications, and processes. This assessment was conducted by our internal security team in collaboration with external cybersecurity experts to ensure a thorough and unbiased evaluation. Access Control Access Control MatrixUpdated 25/09/2024 Sentisum internal systems access is restricted by stringent access control measures monitored and updated according to industry best practices on a regular basis. Access to internal systems is adherent to the principles of least privilege and separation of duties, subject to regular review by administrators, documented with clear rationales for provisioning and changes, and revoked according to strict termination policies. Password SecurityUpdated 25/09/2024 We have a strong internal password policy that includes a requirement for MFA . Passwords are required to meet industry-leading complexity requirements and are stored in a company managed password manager. Policies Access Control PolicyUpdated 03/07/2026 AI Use and Governance PolicyUpdated 03/07/2026 Asset Management PolicyUpdated 03/07/2026 Availability PolicyUpdated 03/07/2026 Breach PolicyUpdated 03/07/2026 Business Continuity and Disaster Recovery PolicyUpdated 03/07/2026 Code of Conduct PolicyUpdated 03/07/2026 Confidentiality PolicyUpdated 03/07/2026 Data Backup and Recovery PolicyUpdated 03/07/2026 Data Classification PolicyUpdated 03/07/2026 Data Privacy PolicyUpdated 03/07/2026 Data Retention PolicyUpdated 03/07/2026 Employee Privacy Policy and NoticeUpdated 03/07/2026 Employee Training PolicyUpdated 03/07/2026 Human Resource Security PolicyUpdated 03/07/2026 Encryption PolicyUpdated 03/07/2026 Information Security PolicyUpdated 03/07/2026 Mobile Device Teleworking and Malware PolicyUpdated 03/07/2026 Network Security PolicyUpdated 03/07/2026 Office Security PolicyUpdated 03/07/2026 Operational Security PolicyUpdated 03/07/2026 Privacy Impact Assessment PolicyUpdated 03/07/2026 Process Integrity PolicyUpdated 03/07/2026 Risk Assessment PolicyUpdated 03/07/2026 Roles PolicyUpdated 14/08/2026 Secure Software Development Lifecycle PolicyUpdated 03/07/2026 Security Incident Response PolicyUpdated 03/07/2026 System Change PolicyUpdated 03/07/2026 System Hardening PolicyUpdated 03/07/2026 Vendor Management PolicyUpdated 03/07/2026 Vulnerability Scanning PolicyUpdated 03/07/2026 Data Privacy Employee Privacy TrainingUpdated 25/09/2024 Personnel perform security and privacy awareness training on an annual basis. Topics covered include: Passwords, Mobile devices, Social Engineering, Physical security, Phishing and compliance with SOC 2 TYPE 2 Data Privacy OfficerUpdated 25/09/2024 You can contact our data protection officer at [email protected] in matters related to Personal Information processing. Data Breach NotificationsUpdated 25/09/2024 In the event of a data breach involving customer data, notifications will be sent in accordance with the terms of the MSA. Infrastructure AWSUpdated 25/09/2024 Sentisum's infrastructure is hosted by AWS Separate Production EnvironmentUpdated 25/09/2024 At Sentisum, the production, staging, and development environments are maintained as distinct entities to safeguard operational integrity and data confidentiality. In these separate environments, customer data is strictly prohibited from use in non-production settings, thus ensuring that developmental and testing activities do not compromise data security. BC-DRUpdated 25/09/2024 We have a formal Business Continuity and Disaster Recovery plan, which is exercised, reviewed and approved annually. Sentisum also conducts regular testing of critical services, backup systems and operational infrastructure to ensure business continuity requirements are met. Our risk assessment program and business impact analysis are scoped across the organization, reflecting our commitment to preparedness across business areas. Data Security Encryption-at-restUpdated 25/09/2024 All customer data is encrypted at-rest. Sentisum is committed to following encryption best practices per industry guidelines and continually reviews the rigor of current encryption standards. Encryption-in-transitUpdated 25/09/2024 All customer data is encrypted in-transit. Sentisum is committed to following encryption best practices per industry guidelines and continually reviews the rigor of current encryption standards. Backups EnabledUpdated 25/09/2024 Sentisum captures backups on a regular basis to ensure internal and customer data is protected from loss according to our Business Continuity and Disaster Recovery procedures. Endpoint Security Disk EncryptionUpdated 25/09/2024 To protect the confidentiality and integrity of information stored on all employee endpoints, Sentisum mandates full-disk encryption. Additionally, we continuously monitor endpoint security signals to promptly identify and investigate any anomalous activity. Endpoint Detection and ResponseUpdated 25/09/2024 All employee endpoints are protected with an advanced EDR solution. Endpoint security signals are monitored regularly for anomalous activity. Threat DetectionUpdated 25/09/2024 Sentisum Security Defense and Intelligence Team actively monitors the environment for known attacker tactics, techniques, and procedures (TTPs), as well as known malicious binaries and other suspicious activities. These regular activities are complemented by periodic reviews and investigations into anomalous activities to discover unknown threats occurring on a regular cadence. Legal Cyber InsuranceUpdated 25/09/2024 Cyber insurance is an integral part of security risk reduction at Sentisum. We maintain an insurance policy with cyber coverage in the event of a security incident that results in financial damages. Data Processing AgreementUpdated 25/09/2024 Sentisum is committed to upholding robust and compliant data processing practices. Privacy PolicyUpdated 25/09/2024 Safeguarding customer privacy is a core commitment of Sentisum's service. Additional information on our privacy practices can be found at: https://www.sentisum.com/about/privacy-policy Network Security FirewallUpdated 25/09/2024 To safeguard our infrastructure, Sentisum utilizes a combination of traditional firewalls. These tools allow us to monitor and control the flow of network traffic, preventing unauthorized access and ensuring data integrity and security IDSUpdated 25/09/2024 Our network activity is logged with specialized detection logic in place to identify potential security threats such as unauthorized access or anomalous behavior. These systems are critical for the early detection of attacks, allowing us to identify attackers and other anomalous behavior and generate alerts for further investigation. Network DiagramUpdated 25/09/2024 A network diagram is a visual representation of a network's structure and components. Trust Center Updates Sentisum has Attained SOC2 Type2 Compliance Published at We are proud and excited to announce that the Sentisum has achieved SOC 2 Type 2 compliance. SOC 2 Type 2 compliance requires an ongoing commitment to security and privacy practices and demonstrates our dedication to protecting our customers' data. We have uploaded the SOC 2 Type 2 report to our trust portal for our customers' reference. Trust Center Launch Published at Introducing the Sentisum Trust Center, our latest initiative for openness in security practices and developments. Here, we will consistently update you on our measures to secure your data, our responses to emerging threats, and our compliance with regulatory standards. Have confidence in our unwavering commitment to the protection of your information and remain updated with the newest advancements in data security. Have questions or found a bug? Click Contact Support to reach out to us! Request Access Select which items you would like to access to. Compliance Product Security Reports Policies Infrastructure Data Security Legal Compliance Product Security Reports Policies Infrastructure Data Security Legal Documents 2023 SOC 2 Type 2 2025 SOC 2 Type 2 2024 SOC 2 Type 2 Documents Multi Factor Authentication Documents Pentest Report Documents Access Control Policy AI Use and Governance Policy Asset Management Policy Availability Policy Breach Policy Business Continuity and Disaster Recovery Policy Code of Conduct Policy Confidentiality Policy Data Backup and Recovery Policy Data Classification Policy Data Privacy Policy Data Retention Policy Employee Privacy Policy and Notice Employee Training Policy Human Resource Security Policy Encryption Policy Information Security Policy Mobile Device Teleworking and Malware Policy Network Security Policy Office Security Policy Operational Security Policy Privacy Impact Assessment Policy Process Integrity Policy Risk Assessment Policy Roles Policy Secure Software Development Lifecycle Policy Security Incident Response Policy System Change Policy System Hardening Policy Vendor Management Policy Vulnerability Scanning Policy Documents BC-DR Documents Backups Enabled Documents Privacy Policy Selected Result Preview - - - - - Request Access Thank you for your request. 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