Trust Center
Security First By Design
Customer-hosted deployment. Data stays in your environment. Built for institutional security requirements.
Customer-Hosted
The entire solution runs inside your university environment— on-prem or in your cloud. We never host student data.
Behind Your Firewall
All traffic stays internal. Students access the bot through your portal. No external endpoints required.
Data Minimization
We only store operational logs—not full message bodies unless you explicitly enable extended logging.
Audit Visibility
Every interaction generates timestamped logs. Every ticket includes the full conversation transcript for compliance.
Data Flow
What Data Goes Where
Student Portal
SSO identity from portal session
Bot Service
Runs inside your environment
Freshservice
Tickets + private notes via API
✓ What We Log
- Session start/end timestamps
- Flow path taken (MFA, Wi-Fi, etc.)
- Deflection vs escalation outcome
- Ticket creation success/failure
- API response codes for monitoring
- Anonymized usage patterns
✗ What We Don't Store
- Full message content (unless approved)
- Student PII beyond session context
- Passwords or sensitive credentials
- Data outside your environment
- Third-party analytics trackers
- Anything you don't explicitly enable
Reporting
Reports, Not Raw Data
ITS gets operational dashboards to measure ROI—not access to student conversation content.
Deflection Rate
% resolved without ticket
After-Hours Usage
ROI for nights/weekends
Time-to-Intake
Bot vs manual comparison
Knowledge Gaps
Missing KB articles
Freshservice Integration
Secure API Access
We use the official Freshservice REST API with a dedicated service account credential you control.
- ✓ Dedicated API key (not personal)
- ✓ Scoped to ticket operations only
- ✓ Test in Sandbox before production
- ✓ Private notes for agent context
- ✓ No read access to existing tickets
AI Transparency
Knowledge Base Usage
We use retrieval-augmented generation (RAG)—not model training on your data.
- ✓ Retrieval, not training: We sync approved Freshservice Solutions articles into an internal retrieval index
- ✓ Grounded responses: Bot answers are grounded in your approved KB content—not generated from scratch
- ✓ No model training on tickets: We do NOT train AI models on student messages or ticket data by default
- ✓ You control the sources: Configure which Solutions categories to include or exclude from the index
- ✓ Local processing: Retrieval index runs inside your environment—articles never leave your network
Compliance
Built for Higher Ed Requirements
Student data handled per educational privacy standards
Data minimization and retention controls available
Architecture supports audit logging requirements
Procurement Ready
Enterprise Security Checklist
Everything your security and procurement teams need to know.
Customer-Hosted Deployment
Full control over hosting environment—on-prem or your cloud account
Data Retention Configurable
Set retention policies for logs and conversation data per your requirements
Comprehensive Logging & Auditability
Timestamped logs for all interactions, API calls, and ticket creation events
Dedicated Service Account
Freshservice API uses a dedicated service account you create and control
Sandbox-First Testing
Full testing in Freshservice Sandbox before any production API access
No Third-Party Analytics
Zero external tracking. All analytics are local to your deployment
Questions about security?
We're happy to walk through the architecture with your security team.