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Trust is built through transparency and responsibility. This Trust Center provides insight into the controls, processes, and practices we have implemented to deliver reliable services, protect personal data, and support the secure use of SelfGuide.
To support the secure and reliable delivery of our services, we utilize several cloud hosting platforms. A comprehensive set of controls is implemented to manage and protect this infrastructure, covering access management, monitoring, auditing, backup and recovery, and controlled software and infrastructure deployments.
All data is stored within the European Union. Microsoft Azure is used for primary hosting, while Amazon Web Services (AWS) is used for disaster recovery.
More specifically, SelfGuide is hosted in the Microsoft Azure West Europe region, with data centers located in the Netherlands. Backup sets are stored in the Azure North Europe region, with data centers located in Ireland.
For disaster recovery, Amazon Web Services (AWS) is configured to store data within the European Union, using the AWS Europe (Frankfurt) region, with data centers located in Germany.
Encryption helps ensure that data can only be accessed and used through trusted platforms and connections. Encryption is applied and configured for the following:
Logical access is governed by a comprehensive access control policy, with regular reviews and audits to ensure that access remains strictly controlled.
Key measures include:
Audit logs capture activities performed across our infrastructure, including access being granted, infrastructure changes, and access to sensitive data. These logs are used to detect anomalous activity and support the investigation of security incidents.
Audit logging is enabled for all infrastructure components used to deliver our services.
Monitoring is implemented across all infrastructure components used to deliver our services, ensuring that administrators are promptly alerted to issues that may impact service delivery.
Performance metrics, events, logs, and synthetic transactions are continuously collected and used to:
Data integrity is a key priority. Automated backups are maintained for all persisted data using the native capabilities of our hosting platform, enabling recovery from events that could compromise data integrity, such as failed data migrations or other operational incidents.
Backup sets are stored in geographically and physically separate locations from the primary data stores to enhance resilience. Regular restore tests are performed to verify backup integrity and availability and to validate the effectiveness of recovery procedures.
Infrastructure is logically segregated into dedicated development, test, and production environments. This separation ensures that development activities, including infrastructure changes, can be developed, validated, and tested before being deployed to production, reducing operational risk and protecting service stability.
Automated DevOps pipelines, resource templates, and Infrastructure-as-Code (IaC) techniques are used to maintain consistency across environments, support controlled deployments, and enable infrastructure changes to be thoroughly tested before being released to production.
Within the production environment, each customer is provisioned in a dedicated tenant with a logical separation of data, configuration, and computing resources. This architecture helps reduce the risk of unintended data exposure between customers and limits the potential impact of incidents to a single tenant.
Tenant isolation also provides operational flexibility, enabling customer-specific configuration, staged releases, and targeted maintenance activities without affecting other customers. By maintaining clear boundaries between tenants, SelfGuide strengthens security, resilience, service stability, and the ability to evolve the service in a controlled manner.
A SelfGuide tenant represents a single subscription. Customers may operate multiple tenants for different organizational requirements, with each tenant remaining logically separated from all others.
Reliable service delivery is supported by transparent communication, responsive support, and a structured delivery process. This section describes how we deliver, support, maintain, and continuously improve SelfGuide for our customers.
SelfGuide is continuously improved through ongoing investments in new functionality, platform quality, security, and maintainability. Enhancements are released to all tenants approximately every two weeks.
This frequent release cadence keeps changes small and manageable, enabling faster delivery of customer value, easier adoption of new features, and quicker identification and resolution of potential issues.
In addition to these scheduled releases, critical bug fixes may be deployed as hotfixes between release cycles when an issue requires immediate attention and a validated fix is available.
To ensure the quality and reliability of each SelfGuide release, releases are deployed gradually across all SelfGuide tenants. This staged rollout approach allows us to:
By rolling out releases in stages, we can further validate each release, respond quickly to feedback, minimize the impact of potential issues, and maintain the availability and quality of SelfGuide.
Once deployment begins, it typically takes approximately one week for a release to become available across all tenants.
During a release, new or updated functionality may be deployed without being immediately made available to all users. This deliberate approach allows us to gradually introduce new capabilities, gather feedback, and further validate features before making them broadly available.
Features with a significant impact or requiring extensive validation may follow an early access lifecycle consisting of one or more of the following stages:
The appropriate release approach is determined on a feature-by-feature basis. Depending on the expected impact and feedback requirements, functionality may be released directly to all customers or first made available through one or more early access programs.
Keeping users informed and aligned as SelfGuide evolves is important to us. Staying up to date helps users get the most value from the product by adopting new capabilities and helps prevent questions that may arise from product changes.
For every release, including planned releases and hotfixes, a product update is published describing the changes included in the release. Product updates are available here.
To stay up to date, users can:
A publicly available roadmap is used to communicate our plans and future direction for SelfGuide. The roadmap provides visibility into upcoming enhancements, recently released functionality, and longer-term ideas under consideration.
Roadmap items are categorized as:
The SelfGuide Roadmap is updated regularly to keep the information accurate and up to date.
SelfGuide is delivered as a Software-as-a-Service (SaaS) solution, where trust and reliability are essential to building long-term customer relationships. Service availability is a key part of that trust and is supported by a combination of technical and operational measures.
These measures are designed to minimize service interruptions, detect potential issues early, and ensure that maintenance activities and changes can be performed with limited impact on customers.
Key measures include:
We strive to provide a reliable and continuously improving service experience for our customers. Our SaaS Terms and Conditions include a best-effort service availability commitment that aligns with our standard subscription offering.
For customers with higher availability requirements, an optional Service Level Agreement (SLA) is available, providing enhanced availability commitments and additional support assurances.
To provide transparency during major incidents, a public status page is available. The status page is used to provide timely updates on the impact, progress, and resolution of issues that may affect service availability or performance.
A disaster recovery process is implemented to safeguard data and restore services in the event of a major outage or disaster scenario. The process is designed to support data recovery, maintain business continuity, and validate our ability to recover from significant service disruptions. The process includes:
To continuously improve SelfGuide and provide a reliable user experience, we collect operational data that provides insight into how the product is used and performs.
Two types of data are collected:
The collected data helps us to:
All collected data consists of metadata only and does not include customer content or personally identifiable information. Access to operational data is strictly limited to authorized personnel and governed by role-based access controls and audit logging.
Support is available to assist customers with questions, tenant configuration changes, and incident resolution, helping customers make effective use of SelfGuide. Customers can contact support by email at support@selfguide.com or through the help center. Support requests are handled on a best-effort basis during business hours, as defined in our SaaS Conditions.
An optional SLA is available for customers who require enhanced support levels and additional service commitments.
SelfGuide is designed to provide a consistent user experience across modern devices and platforms. SelfGuide can be accessed using the latest versions of major web browsers, including Chrome, Edge, Safari, and Firefox, on their preferred operating system and device, such as a computer, tablet, or mobile device.
Instruction creation is simplified through the SelfGuide Recorder, which requires:
The SelfGuide Recorder captures user interactions directly from the desktop session and does not rely on application-specific integrations, interoperability components, or modifications to the applications being recorded.
Common device and session virtualization technologies, including Citrix and VMware environments, are supported. Compatibility may depend on the specific configuration of the virtualized environment. Security features that restrict screen capture, user input monitoring, or interaction with the desktop session, such as Citrix App Protection, can interfere with SelfGuide Recorder functionality and may prevent successful recordings.
For environments where the SelfGuide Recorder cannot be used, such as non-Windows operating systems or devices where software installation is restricted, instruction steps can be created directly from uploaded images and screenshots.
Known limitations:
SelfGuide provides built-in functionality to help organizations manage access, protect sensitive information, and maintain visibility into how content is accessed and used.
Users must authenticate before they can access and use SelfGuide. Two authentication options are available:
Customers can choose which authentication method best fits their requirements; however, only one authentication provider can be active at a time. To enhance security and leverage modern identity management capabilities, the Microsoft Entra ID integration is recommended whenever possible.
In addition to user authentication, SelfGuide supports application identities for automation and system-to-system integrations. Application identities authenticate using a client key and client secret, allowing automated processes to securely access SelfGuide without relying on interactive user authentication.
Permissions are granted to users and application identities through a role-based access model. Each role is designed to provide the level of access required to perform specific tasks within SelfGuide.
The following roles are available:
Roles are hierarchical, meaning permissions accumulate as higher-level roles are assigned. For example, an Editor also inherits the permissions of a User, and a SelfGuide Manager inherits the permissions of both an Editor and a User.
Roles are assigned by Adminis and can be configured during user creation or updated later as responsibilities change. When Microsoft Entra ID integration is enabled, unknown users who successfully authenticate are automatically provisioned within SelfGuide and assigned the User role by default. A REST API is available to automate user provisioning and role assignments for large-scale or advanced user management scenarios.
We continuously enhance SelfGuide to better integrate with customer IT environments and support a variety of content-sharing scenarios. To facilitate this, SelfGuide offers several alternative access methods that extend beyond standard user authentication and authorization mechanisms.
Examples include:
As these access methods may introduce additional security and governance considerations, several safeguards are implemented:
These controls help customers make informed decisions about the use of alternative access methods while maintaining visibility and oversight of how content is shared and accessed.
Activities performed within SelfGuide result in audit-related information being stored, providing visibility into user and system actions across the platform. This information covers a wide range of operations, including content creation and usage, content sharing activities, configuration changes, and tenant administration.
The stored information helps organizations gain insight into how SelfGuide is being used, supports compliance and governance requirements, and provides the information needed to investigate incidents or review historical activities.
Audit information can be made available upon request through support.
Images used in SelfGuide instructions, whether captured using the SelfGuide Recorder or uploaded by an Editor, may contain sensitive information. Examples include personal identifiers, profile pictures, internal application URLs, and application configuration data.
As a best practice, SelfGuide recommends:
When these approaches are not feasible, SelfGuide provides built-in censoring functionality that can be used by Editors to remove sensitive information from images during the instruction creation process. Censoring is applied directly to the source image and cannot be reversed after it has been saved. This approach helps prevent the accidental disclosure of sensitive information by ensuring that censored content cannot be restored or made visible again at a later stage.
We recognize our responsibility to process and protect personal data appropriately. This section provides insight into our privacy practices, controls, and commitments related to the handling of personal data.
At SelfGuide, we value transparency in how personal data is processed and protected. A publicly available Privacy Statement is available to provide insight into our privacy practices, including how personal data is collected, used, stored, retained, and shared in relation to SelfGuide and our services.
The Privacy Statement also describes the rights of data subjects and how privacy-related questions or requests can be submitted. The latest version of the Privacy Statement can be found at https://www.selfguide.com/privacy-statement.
A Data Processing Agreement (DPA) forms part of the SelfGuide SaaS Conditions and establishes the arrangements for processing personal data in relation to the delivery of SelfGuide and our services.
If a customer requires a separate Data Processing Agreement, we can review and sign the customer's DPA upon request, provided it does not conflict with the services delivered, applicable data processing activities, or the controls and processes implemented by SelfGuide. Requests for a custom DPA can be submitted to privacy@selfguide.com.
Personal data is retained only for as long as necessary and in accordance with our Privacy Statement, applicable legal obligations, and the purposes for which the data was collected.
Customer data within SelfGuide is only stored when required to deliver our services or support the functionality of the product. Processes and controls are implemented to ensure that data retention practices align with our information security policy, privacy commitments, and operational requirements.
Subprocessors are used to support the delivery of SelfGuide, provide related services, and operate our business. Examples include services for hosting, backup, search functionality, email delivery, contract management, general communication, product development and service delivery.
Subprocessors involved in the delivery of SelfGuide, and so the processing of customer data, are documented in the Data Processing Agreement (DPA) included in the SelfGuide SaaS Conditions. This provides transparency into the third parties involved in the delivery of our services and the processing of customer data. Changes to these subprocessors are communicated to customers in advance, ensuring customers remain informed about parties involved in the processing of their data.
We are aware of our responsibilities under the General Data Protection Regulation (GDPR/AVG) and take privacy and data protection seriously. Appropriate technical, organizational, and contractual measures are implemented where necessary and feasible.
Policies, processes, and controls are implemented to support the responsible processing and protection of personal data in accordance with the principles and requirements of the GDPR/AVG while delivering SelfGuide and our services.
To verify that privacy requirements continue to be implemented effectively, an independent privacy audit is conducted annually. This audit provides an objective assessment of our privacy practices, controls, and processes, helping to ensure ongoing alignment with applicable privacy requirements and our privacy commitments.
Trust is built through effective governance, clearly defined responsibilities, and continuous improvement. This section provides insight into the organizational practices, controls, and certifications that support the reliable delivery of SelfGuide and our services.
SelfGuide is certified against ISO/IEC 27001:2022, the internationally recognized standard for information security management systems (ISMS). This certification demonstrates that policies, processes, controls, and continuous improvement activities are in place to manage information security risks and protect information appropriately.
The certification is maintained through regular independent audits and ongoing reviews to verify continued compliance with the requirements of the ISO 27001:2022 standard. For more information about the certification, please contact trust@selfguide.com.
An incident management process is implemented to respond to and resolve incidents in a timely manner. The process covers a wide range of incidents, including service disruptions, high-impact software defects, privacy-related requests, and other events that may affect the delivery of our services or the organization. The process helps ensure that incidents are managed consistently and that appropriate actions are taken to minimize impact.
To continuously improve our services and organization, processes are in place to identify root causes, capture lessons learned, and implement improvements where appropriate.
Software development is the core process within our organization and plays an important role in the continuous improvement of SelfGuide. A secure development process is implemented to help ensure that new functionality, changes, and fixes are developed, tested, and delivered in a secure, reliable, and controlled manner.
Key measures include:
Automation, controls, and development best practices are combined to support software quality, maintain integrity, and reduce risk. Measures are regularly reviewed and enhanced as part of the continuous improvement of our development process.
We use and follow standards and best practices throughout the development and delivery of SelfGuide. These standards support all phases of the software lifecycle, from design and development to delivery, operation, and support. They help us build secure and high-quality software, improve interoperability with other systems, and provide a consistent foundation for decision-making across the organization.
Standards are not a goal in themselves, but a means to achieve goals such as security, quality, accessibility, maintainability, and integration. We continuously learn from emerging standards and best practices and adopt them where appropriate, considering their suitability for the problem being solved and the value they provide to our services, customers, and organization.
Examples of adopted process and architectural standards include Privacy by Design, Security by Design, OWASP recommendations, and WCAG accessibility guidelines. Examples of adopted technical standards include JSON Web Tokens (JWT), Microsoft Authentication Library (MSAL), REST-based integrations, Learning Tools Interoperability (LTI), and the Model Context Protocol (MCP).
While we implement a comprehensive set of security controls, we recognize that no service or organization is immune to weaknesses. To independently verify the effectiveness of our controls and identify potential blind spots, penetration tests are performed on a regular basis.
Each penetration test is tailored to the current state of SelfGuide and focuses on areas that provide the greatest value. When organizing a penetration test, consideration is given to:
Information about completed penetration tests may be shared upon request, depending on the information required. Detailed findings, identified vulnerabilities, and remediation details are treated as confidential and are not publicly disclosed.
For more information about penetration testing, please contact trust@selfguide.com.
As a modern organization, we recognize our strengths and understand that the best solution is not always to build or operate everything ourselves. Delivering secure and reliable services, while maintaining an effective and resilient organization, often involves collaboration with third parties, the use of software libraries, and the adoption of specialized services.
Whether functionality is developed internally, supported by external services, or delivered in collaboration with other organizations, we continuously evaluate which approach best supports our customers, services, and organization.
When making these decisions, we assess the associated risks and determine the measures necessary to keep those risks within an acceptable level. To manage these risks, we have established processes for:
Being a trustworthy supplier and building long-term customer relationships are strategic principles within our organization. In today’s world, this requires reliability, transparency, and open communication about who we are, what we do, how we are organized, and how we operate.
While continuously looking for ways to improve, differentiate ourselves, and deliver value, we remain deliberate in the choices we make to stay aligned with our vision and long-term objectives.
To put these principles into practice, we:
Transparency and clear agreements are essential for a sustainable partnership. Our contractual terms are clear, fair, and tailored to the needs of organizations.
The use of SelfGuide requires a subscription to our services, which is established through an agreement. A subscription provides access to a dedicated SelfGuide tenant and can be established for customers, partners, or prospects.
Depending on the circumstances, an agreement may be concluded by signing a quotation or through negotiations, ensuring that the interests and requirements of all parties are appropriately addressed.
The agreement defines the scope of use, subscribed products, pricing, duration, and other relevant contractual arrangements.
All agreements incorporate the following standard documents:
Where specific requirements apply, these can be discussed and incorporated into the agreement before it is concluded. Examples include customer purchasing conditions and custom Data Processing Agreements (DPAs).
We want to enable interested parties to experience SelfGuide and discover its added value. For organizations that are interested in SelfGuide but not yet fully convinced, a trial subscription is available at no cost.
A trial subscription provides access to a dedicated SelfGuide tenant for 30 days, allowing users to explore the product and become familiar with its capabilities. The trial focuses on the core subscription and is intended to provide a representative experience of SelfGuide's primary functionality.
Optional add-ons are not included by default in the trial subscription. Where there is a specific interest in additional functionality, these add-ons can be made available in consultation with Sales. During the trial period, Sales will contact the requester to better understand the need, guide the trial process, and answer any questions.
The SelfGuide SaaS Conditions include an exit procedure that gives customers the right to obtain a copy of their customer data within a defined period after their subscription ends. The purpose of this procedure is to ensure that customers retain access to their data and can use it for migration, archiving, or other purposes following the end of their subscription.
The standard export consists of a raw data export containing:
This export provides customers with their data in its most complete and unprocessed form. While this approach offers maximum flexibility, working with the exported data may require technical knowledge and additional effort.
Where there is a need for a more functional or structured export, this can be discussed with SelfGuide. Additional services may be subject to fees, depending on the scope and effort required.
SelfGuide prefers to work together with customers during the exit process rather than defining detailed exit requirements upfront when an agreement is concluded. In practice, the actual needs and desired outcomes typically become clearer when a subscription is coming to an end.
To keep the focus on product development and service delivery, SelfGuide does not perform activities within customer environments as part of the exit procedure and does not develop customer-specific functionality solely to facilitate a customer exit.
Delivering and continuously improving SelfGuide requires ongoing investment in areas such as product development, infrastructure, security, support, and compliance. Therefore, we continuously evaluate our pricing, pricing model, and pricing strategy to ensure they remain aligned with the value delivered to customers, while also supporting a healthy and sustainable business.
Annual price indexation is considered a normal and reasonable adjustment to account for inflation and rising operational costs.
In addition, pricing may be adjusted when external factors that have a significant impact on our cost structure increase their prices, for example suppliers or service providers that contribute to the delivery of SelfGuide and our services. We may also choose to introduce a different pricing model which better accommodates customer needs and use cases or more accurately reflects the value delivered.
When pricing changes are introduced, they are always communicated in advance and applied in accordance with the agreement applicable to the SelfGuide tenant.
Our primary goal is to deliver an available and secure service. Maintaining continuity for both our services and organization requires continuous attention and ongoing effort in areas such as infrastructure, disaster recovery and monitoring.
From a customer perspective, a software escrow arrangement can provide access to our source code when we are no longer able to deliver or restore our services. From our perspective, the SelfGuide source code represents valuable intellectual property and a core asset of the organization, requiring a high level of protection.
Rather than relying on software escrow as a continuity measure, SelfGuide chooses to invest in business continuity and service continuity. We believe this provides a more effective approach, as source code alone is typically insufficient to resolve a continuity issue. Restoring and operating a service also requires knowledge of the product architecture, infrastructure, dependencies, operational processes, and day-to-day management of the service.
For these reasons, SelfGuide does not offer software escrow arrangements.
