Security & data privacy
Service evidence is customer data. It is treated that way.
Guided video often shows a home, a workplace or a production line. The answers below describe how that evidence is stored, protected, retained and removed.
- Where is the data stored?
- Service video evidence is hosted on Amazon Web Services. The hosting region is agreed with each organisation during implementation, so data can be kept within the region their policy requires.
- Is the data encrypted?
- Yes. Data is encrypted in transit using HTTPS/TLS and encrypted at rest in the hosting environment.
- Who can access the videos?
- Access is limited to the authorised users of the service organisation that owns the case, and to the small number of our personnel who need it for support or troubleshooting. Capture links are unique per request and are not published or indexed.
- How long is evidence retained?
- Retention is configured per deployment, because service, warranty and claims obligations differ by organisation and sector. A retention period is agreed before go-live and evidence is removed at the end of it.
- Can data be deleted on request?
- Yes. Individual cases or an entire account can be deleted on request, and deletion requests from the people who recorded evidence are supported.
- How does this work under GDPR?
- The service organisation is the data controller for the service cases it collects. Service Video Experts acts as a data processor, processing the evidence on their instructions under a data processing agreement.
- How is consent handled?
- The person recording is told what is being collected, by whom and why, before the guided capture begins. Capture is always an active choice: nothing is recorded in the background and no camera access is taken without the person starting the step.
- Who owns the data?
- The service organisation owns the service cases and the evidence within them. Evidence is not sold, shared with third parties for their own purposes, or used to train third-party models.
- What security controls are in place?
- Role-based access for team members, unique non-guessable capture links, encrypted storage and transport, logged access to cases, and environment separation between customers' data.
- Do you hold security certifications?
- We do not claim certifications we have not been awarded. If your procurement process requires a specific certification or a completed security questionnaire, raise it early and we will answer factually about what is and is not in place today.
Legal entity details and the site privacy notice are on the privacy & legal page, and the operational data-handling summary is on the data protection page. For a security questionnaire or a data processing agreement, write to hello@servicevideoexperts.com.
Bring your security and privacy requirements to the demo.
We will go through hosting region, retention, access and the data processing agreement alongside the workflow itself.