Security & Compliance

How we keep your systems secure and maintain industry standards

---

Security Overview

Security isn't just a feature—it's foundational to everything we build. Your agents have access to your business systems, so we take security extremely seriously.

---

Infrastructure Security

Hosting & Architecture

Cloud Infrastructure:

• Tier-1 cloud provider (AWS/Azure/GCP)
• Multi-region redundancy
• Isolated environments per customer
• Regular infrastructure updates

Network Security:

• DDoS protection
• Web application firewall (WAF)
• Intrusion detection/prevention systems
• Network segmentation
• Rate limiting and throttling

Server Security:

• Hardened server configurations
• Minimal software footprint
• Regular security patching
• Automated security updates
• Security scanning and monitoring

---

Data Encryption

Encryption in Transit:

• TLS 1.3 for all connections
• Strong cipher suites only
• Certificate pinning
• Perfect forward secrecy
• HTTPS enforced everywhere

Encryption at Rest:

• AES-256 encryption for all stored data
• Encrypted database storage
• Encrypted backups
• Encrypted logs
• Secure key management

Key Management:

• Keys stored separately from data
• Regular key rotation
• Hardware security modules (HSMs)
• Access controls on key systems
• Audit logging of key access

---

Application Security

Secure Development

Development Practices:

• Security training for all developers
• Secure coding standards
• Code review requirements
• Security testing in CI/CD pipeline
• Dependency vulnerability scanning

Security Testing:

• Automated security scanning
• Manual penetration testing (annual)
• Vulnerability assessments
• Code analysis tools
• Regular security audits

Vulnerability Management:

• Continuous monitoring for vulnerabilities
• Rapid patching schedule (critical: 24-48 hours)
• Coordinated disclosure program
• Bug bounty program (in development)

---

Access Controls

Authentication:

• Strong password requirements
• Multi-factor authentication (MFA) for team access
• Session management and timeout
• Account lockout after failed attempts
• OAuth and API tokens (preferred over passwords)

Authorization:

• Role-based access control (RBAC)
• Principle of least privilege
• Separation of duties
• Regular permission reviews
• Automated access revocation

API Security:

• API key authentication
• Rate limiting per customer
• Request validation
• Input sanitization
• Output encoding

---

Application Monitoring

Real-Time Monitoring:

• 24/7 security monitoring
• Automated anomaly detection
• Alert systems for suspicious activity
• Performance monitoring
• Error tracking and logging

Security Logging:

• Comprehensive audit logs
• Tamper-proof log storage
• Log retention (minimum 90 days)
• Centralized log management
• Regular log analysis

---

Operational Security

Team Access

Internal Access Controls:

• Background checks for all team members
• Security awareness training (ongoing)
• Confidentiality agreements
• Clean desk policy
• Device management and encryption

Access to Customer Data:

• Restricted to support and engineering staff
• Only when necessary for service delivery
• Logged and monitored
• Time-limited access
• Customer notification for access (where feasible)

Third-Party Vendors:

• Security assessment before engagement
• Contractual security requirements
• Regular vendor reviews
• Limited access scope
• Vendor monitoring

---

Physical Security

Office Security:

• Controlled access to facilities
• Visitor management
• Secure disposal of media
• Surveillance systems
• Alarm systems

Remote Work Security:

• VPN required for remote access
• Device encryption mandatory
• Security software required
• Regular security updates
• Work device policies

---

Integration Security

Platform Connections

Secure Integration Methods:

• OAuth 2.0 (preferred)
• API tokens with proper scoping
• Webhook verification
• TLS for all connections
• Credential encryption in storage

Permission Scoping:

• Request minimum necessary permissions
• Scope limited to agent functionality
• Regular permission audits
• Easy revocation by customers
• No excessive permissions

Credential Management:

• Encrypted storage
• Separate from other data
• Access logging
• Rotation reminders
• Secure transmission

---

Third-Party Services

Vendor Security Requirements:

• SOC 2 Type II certification (preferred)
• ISO 27001 or equivalent
• Regular security audits
• Data processing agreements
• Compliance with privacy regulations

Current Vendors:

• All vetted for security
• Regular security reviews
• Incident notification requirements
• Right to audit
• Subprocessor list available upon request

---

Compliance & Certifications

Current Compliance Status

SOC 2 Type II:

• Status: In progress (target: Q2 2026)
• Covers security, availability, confidentiality
• Annual audits once achieved
• Report available to customers upon request

GDPR Compliance:

• Data processing agreements available
• Privacy by design principles
• Data portability supported
• Right to erasure honored
• Data breach notification procedures

CCPA Compliance:

• No sale of personal information
• Disclosure of data practices
• Consumer rights honored
• Opt-out mechanisms in place

PCI DSS:

• Not applicable (payment processing via Stripe)
• Stripe is PCI DSS Level 1 certified
• We never handle payment card data

---

Industry Standards

Security Frameworks:

• NIST Cybersecurity Framework
• OWASP Top 10 protections
• CIS Controls implementation
• ISO 27001 principles

Best Practices:

• Regular security assessments
• Incident response procedures
• Business continuity planning
• Disaster recovery procedures
• Security awareness training

---

Incident Response

Security Incident Management

Incident Response Team:

• 24/7 on-call rotation
• Defined escalation procedures
• Regular training and drills
• Documented playbooks
• Cross-functional coordination

Response Process:

1. Detection: Automated monitoring and alerting
2. Assessment: Rapid severity evaluation
3. Containment: Immediate action to limit impact
4. Eradication: Remove threat and close vulnerabilities
5. Recovery: Restore normal operations
6. Lessons Learned: Post-incident review and improvement

Customer Notification:

• Within 72 hours for data breaches (GDPR requirement)
• Immediate notification for critical security issues
• Clear communication about impact and actions
• Guidance for customer response
• Regular updates until resolved

---

Types of Incidents

Security Breach:

• Unauthorized access to systems or data
• Immediate containment and investigation
• Customer and authority notification as required
• Comprehensive remediation

Service Disruption:

• DDoS attacks or infrastructure failures
• Rapid mitigation and restoration
• Communication to affected customers
• Post-mortem analysis

Vulnerability Discovery:

• Assessment and prioritization
• Emergency patching if critical
• Coordinated disclosure if appropriate
• Customer notification if needed

---

Data Protection

Backup & Recovery

Backup Strategy:

• Automated daily backups
• Multiple geographic locations
• Encrypted backup storage
• Regular backup testing
• 30-day retention

Disaster Recovery:

• Documented recovery procedures
• Regular recovery testing
• Recovery time objectives (RTO): 4 hours
• Recovery point objectives (RPO): 24 hours
• Geographically distributed infrastructure

Business Continuity:

• Failover systems ready
• Load balancing across regions
• Regular continuity testing
• Communication plans
• Alternative operational procedures

---

Data Isolation

Customer Data Separation:

• Logical isolation per customer
• No data sharing between customers
• Separate processing environments where feasible
• Access controls prevent cross-customer access
• Regular isolation testing

Environment Separation:

• Production, staging, and development separated
• No production data in non-production environments
• Different credentials per environment
• Network segmentation
• Limited access to production

---

Agent Security

Agent-Specific Protections

Agent Authentication:

• Unique credentials per agent
• Scoped permissions per agent type
• Regular credential rotation
• Activity logging per agent
• Anomaly detection per agent

Agent Boundaries:

• Clear function limitations
• Cannot exceed defined scope
• Escalation for edge cases
• Rate limiting per agent
• Resource consumption monitoring

Agent Monitoring:

• Continuous health checks
• Performance monitoring
• Error tracking
• Security event logging
• Behavioral analysis

---

Preventing Agent Misuse

Input Validation:

• All agent inputs validated
• Sanitization of user data
• Prevention of injection attacks
• Content filtering
• Pattern matching for suspicious activity

Output Validation:

• Agent outputs reviewed for safety
• Content filtering
• Rate limiting
• Anomaly detection
• Quality checks

Escalation Triggers:

• Unusual activity patterns
• Potential security concerns
• Policy violations
• System errors
• Performance anomalies

---

Customer Security Responsibilities

Shared Responsibility Model

We're Responsible For:

• Infrastructure security
• Application security
• Network security
• Data encryption
• Platform security
• Team access controls

You're Responsible For:

• Your platform account security
• Strong passwords and MFA on your accounts
• Appropriate permissions granted to agents
• Security of your endpoints
• Your business data classification
• Your regulatory compliance

Shared Responsibilities:

• Integration security (we build securely, you grant access appropriately)
• Incident response (we detect and contain, you follow your procedures)
• Data privacy (we protect technically, you comply legally)

---

Security Best Practices for Customers

Account Security:

• Use strong, unique passwords
• Enable MFA on all platforms
• Review agent permissions regularly
• Monitor agent activity
• Revoke access when no longer needed

Data Security:

• Classify your data appropriately
• Don't share sensitive data unnecessarily
• Review what data agents access
• Use platform security features
• Encrypt sensitive files before upload

Operational Security:

• Train your team on agent use
• Have internal security policies
• Monitor for unusual activity
• Report security concerns to us
• Keep contact information current

---

Security Reporting

Report Security Issues

How to Report:

• Email: security@terratech.ai
• Describe the issue clearly
• Include steps to reproduce if applicable
• Note potential impact
• Don't publicly disclose until we've addressed

What We Do:

1. Acknowledge within 24 hours
2. Assess severity and impact
3. Develop and test fix
4. Deploy fix (emergency or scheduled)
5. Notify affected customers if needed
6. Thank and recognize reporter (if desired)

Responsible Disclosure:

• We appreciate security researchers
• Coordinated disclosure timeline (typically 90 days)
• Recognition in security acknowledgments
• No legal action for good-faith research

---

Security Transparency

What We Share:

• Security practices (this document)
• Compliance status
• Incident summaries (when material)
• Security improvements made
• Audit results (for enterprise customers)

What We Don't Share:

• Specific technical vulnerabilities
• Detailed system architecture
• Security tool configurations
• Customer-specific security details
• Information that could aid attackers

---

Audits & Assessments

Internal Audits

Regular Security Reviews:

• Quarterly security assessments
• Code security reviews
• Configuration audits
• Access permission reviews
• Policy compliance checks

Continuous Improvement:

• Security metrics tracking
• Threat landscape monitoring
• Best practice updates
• Tool and process improvements
• Team training and awareness

---

External Audits

Third-Party Assessments:

• Annual penetration testing
• SOC 2 audits (once certified)
• Compliance audits as needed
• Vendor security assessments
• Independent security reviews

Customer Audits:

• Enterprise customers may request audits
• Security questionnaire responses
• SOC 2 reports when available
• Virtual or on-site assessments
• Documentation review

---

Staying Secure

Ongoing Security

What We Do Continuously:

• Monitor for threats 24/7
• Update and patch systems
• Review and improve processes
• Train team members
• Test our defenses
• Stay current with threats
• Adapt to new challenges

What You Should Do:

• Keep your platforms secure
• Review agent activity
• Report anything unusual
• Update your security practices
• Stay informed about threats
• Follow our security guidance

---

Security Questions

How do you protect against data breaches?
Multiple layers: encryption, access controls, monitoring, testing, incident response. See full details above.

What happens if there's a security incident?
Immediate containment, investigation, remediation, and customer notification within 72 hours.

Can I see your security audit reports?
SOC 2 reports will be available to customers once we're certified (target Q2 2026). Security questionnaires available anytime.

Do you have cybersecurity insurance?
Yes, comprehensive coverage for data breaches and cyber incidents.

How do you vet your team?
Background checks, security training, confidentiality agreements, and ongoing monitoring.

What if I find a security issue?
Report it to support@terratech.ai. We'll respond within 24 hours and work to fix it quickly.

---

Contact Security Team

Security Concerns:
Email: security@terratech.ai
Response: Within 24 hours

Security Emergencies:
Use emergency contact provided in welcome materials
Response: Immediate

---

Security is never "done"—it's an ongoing commitment we take seriously every day.

Last Updated: January 26, 2026

Service Reliability

Our commitment to keeping your agents running smoothly and consistently

---

Reliability Overview

When your business depends on automation, reliability isn't optional—it's essential. We build for uptime, plan for failures, and respond quickly when issues occur.

---

Uptime Commitment

Target Availability

Service Level Objectives (SLOs):

Agent Execution:

• Target: 99.5% uptime per month
• Allows: ~3.6 hours of downtime per month
• Measured: Per agent per customer
• Excludes: Scheduled maintenance

Platform Availability:

• Target: 99.9% uptime per month
• Allows: ~43 minutes of downtime per month
• Measured: Overall platform access
• Excludes: Scheduled maintenance

API Availability:

• Target: 99.5% uptime per month
• Allows: ~3.6 hours of downtime per month
• Measured: API endpoint availability
• Excludes: Scheduled maintenance

Note: These are targets, not guarantees. Formal SLAs available for enterprise customers.

---

What Counts as Downtime

Downtime Includes:

• Agents not executing when they should
• Platform inaccessible for more than 5 minutes
• APIs returning errors for extended periods
• Complete loss of functionality
• Data processing failures

Not Counted as Downtime:

• Scheduled maintenance (with advance notice)
• Third-party platform outages
• Issues caused by customer configuration
• Network issues outside our control
• Individual agent errors (not systemic)

---

Monitoring & Detection

How We Monitor

System Monitoring:

• 24/7 automated monitoring
• Health checks every 60 seconds
• Performance metrics tracked continuously
• Error rate monitoring
• Resource utilization tracking

Agent Monitoring:

• Execution success rates
• Response time tracking
• Integration health checks
• Output quality monitoring
• Anomaly detection

Infrastructure Monitoring:

• Server health and performance
• Network connectivity
• Database performance
• Storage capacity
• Backup integrity

---

Alert Systems

Automated Alerts:

• Immediate notification of failures
• Escalation to on-call team
• Customer notification for prolonged issues
• Status page updates
• Incident tracking

Severity Levels:

Critical (P0):

• Complete service outage
• Data loss or corruption
• Security incident
• Response: Immediate
• Notification: All customers affected

High (P1):

• Major functionality impaired
• Affecting multiple customers
• Workaround available
• Response: Within 1 hour
• Notification: Affected customers

Medium (P2):

• Partial functionality affected
• Affecting some customers
• Minor impact
• Response: Within 4 hours
• Notification: If prolonged

Low (P3):

• Minimal impact
• Cosmetic or performance issues
• No customer impact
• Response: Next business day
• Notification: Status page only

---

Redundancy & Failover

Architecture for Reliability

Geographic Redundancy:

• Multiple data centers
• Active-active configuration where possible
• Automatic failover between regions
• Data replicated across locations
• No single point of failure

Component Redundancy:

• Load balancing across servers
• Database replication
• Redundant network paths
• Backup systems ready
• Duplicate critical components

Failure Handling:

• Automatic detection of failures
• Immediate failover to backup systems
• Graceful degradation when needed
• Automatic retry logic
• Circuit breakers to prevent cascading failures

---

Disaster Recovery

Recovery Capabilities:

• Automated failover (seconds to minutes)
• Manual failover procedures (if needed)
• Full system restoration from backups
• Point-in-time recovery options
• Regular disaster recovery testing

Recovery Time Objectives (RTO):

• Critical systems: 1-2 hours
• Standard systems: 4 hours
• Non-critical systems: 24 hours

Recovery Point Objectives (RPO):

• Maximum data loss: 24 hours
• Typical data loss: Less than 1 hour
• Critical data: Real-time replication

---

Maintenance Windows

Scheduled Maintenance

When Maintenance Happens:

• Typically: Sunday nights, 2-4 AM Eastern Time
• Frequency: Monthly or as needed
• Advance notice: Minimum 7 days
• Emergency maintenance: As quickly as possible with notice

What Maintenance Includes:

• System updates and patches
• Infrastructure upgrades
• Performance optimizations
• Security updates
• Scheduled improvements

Customer Impact:

• Agents may be briefly unavailable
• Most operations continue during maintenance
• Critical agents prioritized for minimal downtime
• Queued actions process after maintenance
• Notifications sent before, during, and after

Communication:

• Email notification 7 days prior
• Status page updates
• In-app notifications
• Maintenance window confirmation
• Completion notification

---

Emergency Maintenance

When Emergency Maintenance Occurs:

• Critical security vulnerabilities
• System failures requiring immediate fixes
• Data integrity issues
• Severe performance problems

How We Handle It:

• Assess urgency and impact
• Notify customers as soon as possible
• Execute maintenance rapidly
• Monitor closely during and after
• Provide detailed post-mortem

---

Performance Standards

Agent Performance

Execution Speed:

• Lead capture: < 5 seconds from form submission
• Content posting: < 30 seconds from scheduled time
• Email sending: < 2 minutes from trigger
• CRM updates: < 10 seconds from data change
• Analysis: Varies by data volume (typically < 5 minutes)

Response Times:

• Real-time agents: < 60 seconds
• Scheduled agents: Within scheduled window (±5 minutes)
• Batch processing: Within 1 hour of data availability
• API calls: < 3 seconds average

Throughput:

• Designed to handle 10x typical volume
• Automatic scaling under load
• Rate limiting prevents overload
• Queue management for bursts
• Priority processing for time-sensitive operations

---

Platform Performance

Page Load Times:

• Dashboard: < 2 seconds
• Reports: < 5 seconds
• Settings: < 1 second
• Large data views: < 10 seconds

API Performance:

• 99th percentile response: < 1 second
• Average response: < 500ms
• Rate limits: Generous, rarely hit
• Throttling: Gradual, not hard cutoffs

---

Issue Resolution

How We Handle Problems

Issue Lifecycle:

1. Detection: Automated monitoring or customer report
2. Triage: Assess severity and impact
3. Assignment: Route to appropriate team
4. Investigation: Identify root cause
5. Resolution: Implement fix
6. Verification: Confirm fix works
7. Communication: Update customers
8. Post-Mortem: Learn and improve

Resolution Time Targets:

Critical Issues (P0):

• Detection to response: < 15 minutes
• Initial containment: < 1 hour
• Full resolution: < 4 hours
• Post-mortem: Within 3 days

High Issues (P1):

• Detection to response: < 1 hour
• Initial workaround: < 4 hours
• Full resolution: < 24 hours
• Post-mortem: Within 1 week

Medium Issues (P2):

• Detection to response: < 4 hours
• Resolution: < 3 days
• Post-mortem: If significant

Low Issues (P3):

• Detection to response: Next business day
• Resolution: Within 1 week
• Post-mortem: Not typically needed

---

Customer Communication

During Incidents:

• Initial notification within 30 minutes of detection
• Hourly updates for critical issues
• Status page updates in real-time
• Email notifications to affected customers
• Resolution notification with summary

Post-Incident:

• Detailed post-mortem (for significant incidents)
• Root cause explanation
• Actions taken to prevent recurrence
• Timeline of events
• Impact assessment

---

Status & Transparency

Status Page

Real-Time Status:

• Overall system health
• Individual component status
• Current incidents
• Scheduled maintenance
• Historical uptime

Incident History:

• Past 90 days of incidents
• Impact and resolution details
• Root cause summaries
• Uptime calculations
• Performance metrics

Subscriptions:

• Email notifications
• SMS alerts (critical only)
• RSS feed
• Webhook integrations
• Status API

Access: status.terratech.ai (example)

---

Uptime Reporting

Monthly Reports:

• Actual uptime percentage
• Incidents that occurred
• Resolution times
• Performance metrics
• Trends and improvements

Available To:

• All customers via portal
• Enterprise customers get detailed SLA reports
• Public summary on status page

---

Third-Party Dependencies

Platform Reliability

Our Dependencies:

• Cloud infrastructure provider
• Email delivery service
• Payment processor
• CDN provider
• Monitoring services

How Dependencies Affect You:

• If AWS/Azure/GCP has issues, we're affected
• If Stripe is down, payment processing is delayed
• If email service fails, notifications may be delayed
• We have fallbacks where possible

What We Do:

• Choose highly reliable providers
• Monitor their status actively
• Have contingency plans
• Communicate when dependencies fail
• Work with them to resolve issues

---

Integration Platform Outages

When Your Platforms Have Issues:

• LinkedIn, Instagram, Gmail, CRM systems, etc.
• Our agents can't function if platforms are down
• We detect platform issues automatically
• We'll notify you if we detect problems
• Agents resume automatically when platforms recover

Not Our Downtime:

• Third-party platform outages don't count against our uptime
• We'll still provide support and guidance
• We'll help you understand the issue
• We'll ensure agents resume properly after recovery

---

Continuous Improvement

How We Improve Reliability

Learning from Incidents:

• Post-mortem for every significant incident
• Root cause analysis
• Prevention measures implemented
• Team training updates
• Documentation improvements

Proactive Improvements:

• Regular architecture reviews
• Performance optimization
• Capacity planning
• Technology upgrades
• Best practice adoption

Metrics We Track:

• Uptime percentage
• Mean time to detect (MTTD)
• Mean time to resolve (MTTR)
• Error rates
• Performance trends
• Customer-reported issues

---

Capacity Planning

How We Scale:

• Monitor usage trends continuously
• Forecast growth and capacity needs
• Scale infrastructure proactively
• Test capacity regularly
• Have headroom for spikes

Your Growth:

• System scales with your usage automatically
• No degradation as you grow
• No configuration needed from you
• We handle capacity management
• Transparent performance

---

Customer Responsibilities

Your Role in Reliability

What Helps:

• Keep integration credentials current
• Update us when you change platforms
• Report issues promptly with details
• Follow agent configuration best practices
• Monitor your platforms too

What Hurts:

• Expired credentials cause failures
• Exceeding platform rate limits
• Misconfiguration of integrations
• Not reporting recurring issues
• Unauthorized changes to integrations

---

Reliability Questions

What's your actual uptime?
Historical data available on status page. Typically exceeds 99.9% for platform, 99.5% for agent execution.

What happens if agents fail?
Automatic retry logic, failover to backup systems, and immediate investigation. You're notified if issues persist.

Do you guarantee uptime?
Targets are listed above. Formal SLAs with guarantees available for enterprise customers.

How do I know if there's an issue?
Check status page, we'll email you for significant issues, and you can subscribe to status notifications.

What if an agent misses something during downtime?
Depends on agent type. Most catch up automatically. Some may need manual intervention. We'll guide you.

Can I see historical performance?
Yes, via status page and in your account portal (monthly reports).

What about planned downtime?
Scheduled maintenance announced 7 days in advance, typically 2-4 AM Sunday, minimal impact.

---

Contact About Reliability

Service Issues:
Email: support@terratech.ai
Emergency: Use emergency contact from welcome materials

Status Updates:
status.terratech.ai (example)
Subscribe for notifications

Enterprise SLA Questions:
Contact your account manager or sales team

---

Reliability is the foundation of trust. We work every day to earn and maintain yours.

Last Updated: January 26, 2026