Security and data
Material for your review: where the data is stored, who can reach it, what is encrypted and which sub-processors are used.
Where your data is hosted
Your data is hosted on a server with Netcup, either in Germany or in Austria, so inside the EU. That is where the database is, together with your tickets and files. AWS, Google Cloud and Azure are not used. Regarding backups, they are kept in Germany or Austria with that same server provider. We then pull them down to Sweden. They end up on hardware that we control ourselves. When you hook up Slack, GitHub or Linear on your own, the data you send there is processed by that provider, but the database itself stays with Netcup.
We have one exception, and it is better that we tell you here than that you discover it on your own. If you would rather forward your email to one of our addresses than connect a mailbox of your own, Cloudflare receives each message before it reaches your environment. This means Cloudflare reads it. The standard route is to connect your own mailbox, it takes ten minutes and then your mail is not touched by any third party.
A separate database for every customer
You run in your own environment. It has its own database file and its own system user, and the encryption key is yours alone. If something goes wrong for another customer, it never reaches you. When we need to restore your data, nobody else's data is touched.
Encryption
All traffic is encrypted with TLS 1.2 or later.
Mailbox credentials are encrypted with AES-256, and so are DKIM keys and OAuth tokens. The key is created together with your environment. It only exists there. We have no shared key management. Should a key go astray at our end, it still would not open your data.
Backups
We back up the database every night. Each copy is then kept for fourteen days. The key the copies are encrypted with never exists on the server. After that, the copies are pulled down onto hardware that we control ourselves. Every copy is checked automatically. When one is broken, we find out in the same week it broke, not on the day you need that copy.
The server has no credentials for reaching that hardware, so even if somebody gets into the server, the copies are out of their reach.
Who can reach the data
It is one person, the developer of the system, and only when troubleshooting. We do not hire consultants. The exception is the server provider. Since they run the hardware, they can technically access the database file, just like every hosting provider. They do not read the file and a data processing agreement binds them, but we would rather write this down than have you think otherwise. If going into your environment is needed, we will ask you first. Everything happening in the system ends up in an audit log that you can read yourself.
Regarding access on your side, you control it with four roles. You can also require two-step sign-in for the whole workspace, using an authenticator app.
Sub-processors
This is the whole list. If it changes, you will hear about it in advance.
| Provider | What they do | Where |
|---|---|---|
| Server provider | The server the system runs on | Germany |
| Cloudflare | DNS for bargguo.com | EU network, American company |
| Cloudflare Email Routing | Receives incoming mail, only if you chose to forward rather than connect your own mailbox | EU network, American company |
| Slack | Ticket text and names when a ticket is mirrored to a Slack channel, only if you connected your own Slack workspace | American company |
| GitHub | The text you choose to send when a ticket is linked to an issue, only if you connected your own GitHub account | American company |
| Linear | The text you choose to send when a ticket is linked to a Linear issue, only if you connected your own Linear account | American company |
The three rows at the bottom stay off until you choose to switch them on yourself, and as long as they stay off, only the first three rows remain. Backups do not add a party to the list, since they are on hardware that we control ourselves and with the same server provider. Every one of them is named in our data processing agreement, and that agreement comes with the contract. Any change to the list is announced to you in advance, and you can then object.
Outgoing email
Outgoing email goes out through your own mail account and from your own sender address. Your messages are sent from your own mail server, and no external sending service sits in between. Mail coming in is fetched over IMAP with TLS from your mailbox.
What we do not do
- No AI. The text in your tickets never reaches a model provider. That is true for any purpose, which includes replies and summaries but also training.
- No tracking. The website measures nothing at all. There are no analytics tools or pixels on it, and no cookies either. We have put the typeface on our own server too, meaning not even a font request goes out from the page.
- No reselling. We do not sell your data. It is also never used as training data.
Agreements
You get the data processing agreement before you sign, not after. It comes with the general terms and our breach procedure. In that procedure, we have committed to tell you within 48 hours after we found out. Regarding the Article 30 record of processing activities, it is an internal document, but you can get it on request.
Deletion and export
The data is yours. Where the product has an export button, you can take that data out yourself. For the whole workspace, a complete export comes within 14 days of asking for it, at no cost. When you cancel, your environment is deleted. Within fourteen days the backups have then aged out. Erasing individual personal data on request is done directly in the system.
Found something?
Just email security@bargguo.com. You will get an answer within one working day. Please report it to us first, before the information is passed on, so the issue can be resolved.
Export and move your data, with the formats and how a move works.