Data in the EU
- Your data is stored in data centres in Germany.
- SupportChannel is a product of a Dutch company, and the contract is governed by Dutch law.
Security and privacy
A helpdesk holds the conversations with your customers. This page explains where that data lives, how we protect it and who can access it. We describe what we do, and nothing more.
What we do
Organisations strictly separated
- Every row of customer data belongs to one organisation, and every operation in the app runs through that organisation.
- An automated test creates two organisations and proves for each part of the product that one cannot read or change anything of the other.
Signing in
- Passwords are stored as scrypt hashes, never readable.
- Two-factor authentication with an authenticator app (TOTP).
- New colleagues join through an invitation by email.
- If you have a WIWO account, you sign in through mijnwiwo.nl.
Roles and permissions
- Four roles: owner, admin, agent and limited.
- A colleague with the limited role reads along and writes internal notes, without being able to reply to customers.
- The audit log in the Pro plan shows who did what.
Encryption
- Attachments are stored encrypted per file with AES-256-GCM.
- Passwords and tokens of your channels are encrypted in the database and never appear in log files.
- Traffic to SupportChannel runs over HTTPS.
Backups
- An encrypted backup of the database every day.
- Backups are kept for 30 days.
AI under control
- AI requests go through our own AI gateway.
- Every AI call is recorded.
- A reply from the AI agent is always recognisable as an AI reply.
- On doubt, anger or a request for a person, the AI hands over to a colleague. There is a maximum number of AI messages per ticket.
No message gets lost
- Every incoming message belongs to a ticket.
- Whatever cannot be processed is visible in an error queue and raises a notification.
Who can access your data?
- Only the colleagues you invite, with the role you give them.
- WIWO Media staff can look along in your workspace for support. That is visible: a notice is shown on screen and a line is added to the audit log.
- To deliver the service we use a small number of subprocessors, such as a data centre and, for channels like WhatsApp, the platform of that channel. The current list is available on request.
Privacy and GDPR
For your customers' data you are the controller and we are the processor. The arrangements are laid down in the data processing agreement.
This website sets no tracking cookies. The app only uses a cookie to keep you signed in.
Report a vulnerability
Found a weak spot? Email us and we will look into it as soon as possible. Please give us time to fix it before you share it.
Questions about security
Where is my data stored?
In data centres in Germany, within the European Union.
Does SupportChannel have an ISO 27001 or SOC 2 certificate?
No. We hold no certificate and do not claim one. This page lists the measures we do take, so you can judge for yourself whether that fits your requirements.
Can I get a data processing agreement?
Yes. The data processing agreement is published on this site, in Dutch, and is part of the contract. You do not need to sign anything separately.
Can other SupportChannel customers see my tickets?
No. Organisations are strictly separated, and an automated test checks this for every part of the product.
Can I use two-factor authentication?
Yes. You protect your account with a code from an authenticator app, in addition to your password.
Try it with your own customer questions
Connect your email or chat and work with the Plus plan for 14 days, with up to 3 users. If it is not for you, the trial simply ends.