Security and Compliance

Learn how Serviceware protects customer information, manages privacy, supports service resilience and governs selected AI features. Explore our public certifications and contact our team for security and compliance information relevant to your requirements.

Talk to our Security Team

Certifications

Confidence backed by evidence

Our information security is supported by internationally recognized certification and independent assessments.

Confidence backed by evidence

Our information security is supported by internationally recognized certification and independent assessments.

ISO/IEC 27001

Serviceware’s Information Security Management System is certified to ISO/IEC 27001.

Recertified in: Nov 2025

Access certificate

CyberVadis

CyberVadis independently assesses our cybersecurity practices against recognized international frameworks.

Assessment date: Jun 2025

Reassessment: In progress

Access certificate

ENX TISAX

Our information security is assessed under TISAX, the Trusted Information Security Assessment Exchange.

Assessment date: Dec 2022

Request assessment results

Product and platform security

Protection built into every product

Every Serviceware Platform product benefits from shared security capabilities and a security-focused development lifecycle.

The Platform provides core security capabilities centrally, giving products a common foundation while supporting the security needs of each business domain. 

  • Identity and access management

  • Logical tenant isolation

  • Secure communication

  • Cryptographic and secret management services

Access and authentication

Access follows role, business need and least privilege. Multi-factor authentication protects privileged and administrative access.

 

Secure development

Security checks are built into software development. Teams review and test changes before release.

Vulnerability management

We identify and address vulnerabilities across platform software and components according to their security impact.

 

Customer access management

Administrators manage users, roles and module access centrally across Serviceware Cloud. Supported identity providers can be connected for single sign-on.

Audit logging

Security-relevant activity is logged to support monitoring, traceability and investigation.

Security testing

Automated security checks and risk-based testing help identify weaknesses in software and its components. Independent penetration testing is performed where required.

Responsible disclosure

We welcome reports of suspected vulnerabilities from customers and security researchers.

Privacy and data governance

Privacy is part of how we work

Data protection principles guide how Serviceware handles personal data and supports customers throughout the data processing relationship.

GDPR and privacy

Personal data is handled transparently, used for defined purposes and protected through privacy-by-design principles.

 

EU/EEA data regions

Data regions for the Serviceware Platform are always located within the EU/EEA. Our partners support the platform under defined security and data protection requirements.

Privacy by design

We consider data protection when designing and improving Serviceware Platform products and features.

 

Data incident response

If a security incident affects customer personal data, we inform the customers concerned and coordinate the next steps.

Purpose-limited data use

We use personal data only for clear purposes and limit it to what is needed to deliver and support our services.

Retention and deletion

When a service ends, personal data is returned or deleted in line with the agreed service arrangements, unless retention is required by law.

Data protection contact

Our Data Protection Officer is available to address privacy-related questions.

Availability and infrastructure

Security and resilience across the Serviceware Platform

We combine secure infrastructure, operational safeguards and continuity planning to protect the platform and support reliable service delivery.

Hosting and infrastructure

Established infrastructure and physical safeguards support the secure and stable operation of the Serviceware Platform.

Network and communication security

Protected communications and separated environments help safeguard the connections and systems that support the platform.

Service resilience

Continuity and recovery measures help Serviceware maintain and restore platform services if disruptions occur.

Platform operations

Operational monitoring and security measures support the stable and secure operation of the platform.

Controlled platform changes

Changes are tested and introduced in controlled, incremental steps to support stable operations and reduce the risk of disruption.

Artificial intelligence

AI with security, privacy and human control

Serviceware integrates externally operated AI models into selected platform functions. Our focus is on secure integration, protection of customer information and clear boundaries for how AI is used.

AI-powered assistance

AI features support tasks such as summarizing, refining and structuring business text.

EU/EEA data regions

Customer content submitted to Serviceware AI features is processed in approved EU/EEA regions.

Human review

AI-generated text supports users. Users retain control of submitted content and decide whether and how to use generated results.

External models, integrated by Serviceware

Selected AI features use externally developed and operated models. Serviceware integrates these models into the platform and applies safeguards to their use.

Customer data and model training

For supported text-based AI features such as summarization and text refinement, customer prompts and responses are not used to train or fine-tune foundation models.

AI security and privacy

AI features are protected through access controls, data protection safeguards and measures to identify and address misuse.

Assurance and documentation

Information shared through the right channels

We provide security and compliance information according to its intended audience, scope and confidentiality.

Public assurance information

Our public certifications and assessments are presented above with their dates and links.

Customer documentation

Some detailed security information is reserved for customer assessments. Our team can guide customers to relevant information for their Serviceware products.

Questions and guidance

Contact our team to discuss your security requirements. We’ll direct you to the appropriate information and contact.

Let’s talk about your security requirements

Contact Serviceware to discuss security and compliance requirements or to report a security concern. Our team will guide you to the relevant channel.
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