TRUST AND SECURITY

Security and data protection.

Q: Where is our data hosted?

With Hetzner in Germany, in the EU. Encrypted off-site backups are held with AWS S3 in London and Backblaze B2 in its EU region.

Q: Who can see sensitive delegate information?

Dietary, accessibility and medical answers from booking forms are encrypted at rest, left out of general exports, and shown only to your administrators and the trainer delivering that course date. ID check images are encrypted and never served by a public link.

Q: Does the AI assistant send our data to an AI company?

Hotline does not send your data to an AI company by itself. If someone in your team connects their own assistant, such as Claude or ChatGPT, it receives only the answers to what that person asks, limited to what they can already see. You can see and disconnect every connection in Settings. See the AI assistant.

Q: What happens to our data if we leave?

You can export users, bookings and course progress as CSV at any time. After you leave you have 90 days to export before your data is deleted.

Q: Will you complete our security questionnaire?

Yes. Send it to us and we will complete it and return it.

How Hotline looks after your delegates' data: where it is hosted, who processes it, and the controls in place today.

Send us your questionnaire

Data protection

Where your data lives

Primary hosting Germany, EU

Encrypted

Off-site backups London, UK and EU

Personal data encrypted at restAES-256-GCM

Each customer's data isolatedEvery query scoped to your workspace

Sub-processors include

HetznerAWS S3BackblazeMailgunStripe

Hosting

Where your data lives.

Your data is hosted by Hetzner in Germany. The EU is covered by the UK adequacy decision, which runs to 2031, so data can flow between the UK and the EU without extra safeguards.

Primary hosting Hetzner, Germany (EU)

Off-site backups Encrypted, with AWS S3 in London and Backblaze B2 in its EU region

Backup schedule Daily, keeping 30 daily and 12 monthly copies

Restores Tested every quarter

Recovery point (RPO) 24 hours

Recovery time (RTO) 8 hours

Sub-processors

Who else processes the data.

These are the companies that process personal data on our behalf to run Hotline.

Company	Used for
Hetzner	Application and database hosting (Germany, EU)
Amazon Web Services (S3)	Encrypted off-site backups (London, UK)
Backblaze (B2)	Encrypted off-site backups (EU region)
Mailgun	Sending email
Stripe	Card payments
Firebase Cloud Messaging	Push notifications to the learner app
OpenAI	AI chat assistant, only if you switch it on

If someone in your team connects their own AI assistant, such as Claude or ChatGPT, that assistant is not on this list. It works under your organisation's own account with that provider, and receives only what that person asks for and can already see.

Security controls

What is in place today.

Tenant isolation Every query on customer data is scoped to that customer, so one training provider's data is never visible to another.

Encryption of personal data Names, email addresses and other personal data are encrypted at rest with AES-256-GCM, and all traffic is encrypted in transit.

Single sign-on and provisioning SAML single sign-on with signature checks, and SCIM to create and remove user accounts from your identity provider. On Provider Plus and Group, and Enterprise and Elite for employers.

Two-factor sign-in Time-based one-time codes (TOTP) from any authenticator app.

Rate limiting Sign-in, registration and password reset are rate limited against guessing and abuse.

Audit log Admin actions are logged with who did what and when, alongside append-only records for exam unlocks, transfers and attendance.

Encrypted ID checks Delegate photo-ID images are encrypted, never served by a public URL, and purged on a schedule you set.

Sensitive booking answers Dietary, accessibility and medical answers are encrypted and shown only to admins and the delivering trainer.

AI assistant connections An assistant such as Claude or ChatGPT works as the person who connected it, with only their permissions. Anything that emails people or moves money is previewed and needs a yes, and every change is in the audit log.

Connected apps you control Settings lists every connected app and named service key, what it may do and when it was last used. Revoke any of them at once.

The technical detail is on the platform security page.

Security questions

Where is our data hosted?

Who can see sensitive delegate information?

Does the AI assistant send our data to an AI company?

What happens to our data if we leave?

Will you complete our security questionnaire?

Send us your questionnaire.

Supplier security questionnaires, data protection questions or procurement forms: we will fill them in.

Send us your questionnaire Book a walkthrough