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Vertrouwen ontstaat door transparantie. Daarom geven we je inzicht in hoe SelfGuide omgaat met infrastructuur, Service Delivery, ons product en de privacy.
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 resides in the European union whereas datacenters of Microsoft Azure are used for hosting purpose and Amazon AWS for disaster recovery. To be more specific, hosting is performed in Azure region West Europe with a datacenter located in The Netherlands and backup sets are stored in Azure region North Europe with a datacenter in Ireland. Amazon AWS is configured to store all data in AWS region Europe with a datacenter in Germany.
Encryption ensures that data is only usable when accessed from a trusted platform or source. Data encryption is applied and configured for:
Logical access is governed by a comprehensive access policy, with regular reviews and audits to ensure access remains tightly controlled. Key measures include:
Audit logs capture activities performed across the infrastructure, including access being granted, changes made in the infrastructure, and access to sensitive data. These logs are used to detect anomalous activity and investigate incidents. Audit logging is enabled or 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 native capabilities of the 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, availability, and the effectiveness of recovery procedures.
Infrastructure is logically segregated into dedicated development, test, and production environments. This separation ensures that all 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 prior to production release.
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, releases are deployed gradually across all SelfGuide tenants. This staged rollout approach allows us to:
By rolling out releases in stages, we can further test a release, respond quickly to feedback, minimize the impact of potential issues, and maintain the availability and quality of SelfGuide.
After deployment begins, it typically takes around one week for a release to become available on all tenants.
During a release, new or updated functionality may be deployed without being immediately available to all users. This deliberate approach allows us to gradually introduce new capabilities, gather feedback, and further validate features before they are released more broadly.
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 enables users to get the most value from the product by adopting new capabilities and helps prevent questions that may arise from product changes.
For every release, whether a planned release or a hotfix, a product update is published describing all changes. 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 delivered functionality, and longer-term ideas under consideration. Roadmap items are categorized as:
The SelfGuide Roadmap is updated regularly to ensure the information remains 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 aspect of that trust and is supported through 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 availability commitment that aligns with the standard subscription offering. For customers with higher availability requirements, an optional Service Level Agreement (SLAs) is available, providing enhanced availability commitments and support assurances.
To provide transparency around major incidents, a public status page is available. The status page is used during major incidents to share 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 ensure 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:
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 auditing.
Support is available to help customers with questions, tenant configuration changes, and incident resolution to ensure effective use of SelfGuide. Customers can contact support via email (support@selfguide.com) or the contact form. 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. End users can access SelfGuide 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.
Content 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 Administrators 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.
