Find answers to common questions about Click4Assistance, including our live chat software, AI-powered customer support platform, security, pricing, integrations, onboarding, and support.
Find answers to frequently asked questions about Click4Assistance security, compliance and data protection, including GDPR compliance, ISO certifications, UK data hosting, encryption, authentication, access controls, audit trails, data privacy, business continuity, secure customer communications and enterprise security.
Security is fundamental to the design and operation of the Click4Assistance platform.
The platform incorporates multiple layers of security, including encrypted communications, role-based permissions, secure authentication, audit logging and continuous security management. These controls help organisations protect customer information while supporting the requirements of regulated industries.
The standard Click4Assistance service is hosted within Microsoft Azure UK data centres.
This enables organisations to benefit from Microsoft's enterprise cloud infrastructure while ensuring customer data remains within UK-hosted infrastructure as part of the standard service.
Yes.
As part of the standard service, customer data is stored within UK-hosted infrastructure. This helps organisations meet internal governance requirements and provides confidence for customers operating within regulated sectors.
Yes.
Click4Assistance operates an ISO/IEC 27001:2022 certified Information Security Management System (ISMS). This internationally recognised standard demonstrates that information security risks are identified, managed and continuously reviewed through documented policies, procedures and controls.
ISO/IEC 27001 is the internationally recognised standard for Information Security Management Systems.
Certification demonstrates that an organisation has implemented a structured framework for identifying, managing and continually improving information security risks. Many organisations require suppliers handling sensitive information to operate an ISO 27001 certified ISMS.
Yes.
The platform has been developed to support organisations meeting their obligations under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Features such as role-based access, audit logging, configurable retention policies and secure authentication help organisations implement appropriate technical and organisational measures.
Customers retain ownership of their own information.
Click4Assistance acts as a technology provider and processes customer data in accordance with contractual agreements, applicable data protection legislation and customer instructions.
No.
Customer websites, documents, conversations and other organisational information are not used by Click4Assistance to train public AI models. Customer knowledge remains specific to that customer's implementation.
Yes.
Customer information is protected using encryption for data transmitted between users and the platform. Data is also protected at rest within the hosting environment using appropriate security controls. Encryption forms one component of a broader security framework designed to protect customer information.
Yes.
The platform supports Multi-Factor Authentication (MFA) to provide an additional layer of protection beyond usernames and passwords. MFA helps reduce the risk of unauthorised account access by requiring an additional method of verification during authentication.
Yes.
The platform supports Single Sign-On (SSO) through providers such as Microsoft Entra ID (formerly Azure Active Directory) and Okta. This enables organisations to integrate authentication with their existing identity management infrastructure while simplifying user access and improving security.
Yes.
Administrators can assign users different roles and permissions according to their responsibilities. Permissions can restrict access to administration, reporting, departments, AI configuration and other platform functionality, helping organisations maintain appropriate governance.
Yes.
The platform maintains audit information to support security monitoring, compliance and operational management. Audit capabilities help organisations investigate issues, monitor administrative activity and demonstrate governance where required.
Yes.
Click4Assistance undertakes regular independent penetration testing as part of its ongoing security programme. Testing helps identify potential vulnerabilities and supports continuous improvement of the platform's security posture.
Many organisations, particularly within regulated sectors, prefer their customer information to remain within UK-hosted infrastructure.
UK hosting can help support internal governance, procurement requirements and customer confidence while providing predictable jurisdiction over hosted data.
Yes.
The platform uses role-based access control (RBAC) to ensure users only have access to the functionality and information required for their role. Administrators can configure permissions for individual users or groups, helping organisations implement the principle of least privilege and maintain effective governance.
User accounts are managed through a central administration portal where authorised administrators can create, modify or remove user access. Administrators can also assign permissions, routing groups, authentication methods and operational settings according to organisational policies.
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Yes.
Organisations can implement password policies appropriate to their security requirements. When Single Sign-On is used, password management is typically controlled through the organisation's identity provider, enabling consistent authentication policies across enterprise systems.
Data exchanged between users and the Click4Assistance platform is encrypted using industry-standard transport encryption.
This helps protect information from interception while it is transmitted between the user's device and the platform.
Customer data stored within the platform benefits from the security controls provided by the hosting environment, including encryption at rest and controlled access mechanisms. These measures help protect stored information against unauthorised access.
Yes.
Operational data is backed up in accordance with documented backup procedures to support business continuity and disaster recovery objectives. Backup processes are regularly reviewed as part of the company's information security management practices.
Disaster Recovery (DR) refers to the processes and technical measures designed to restore services following a significant disruption.
Click4Assistance utilises resilient cloud infrastructure and documented recovery procedures to support service continuity and minimise downtime in the event of an incident.
Business Continuity refers to an organisation's ability to continue delivering services during and after disruptive events.
Click4Assistance maintains documented business continuity arrangements that support the continued operation of its customer engagement platform and associated support services.
Yes.
The platform has been designed using resilient cloud infrastructure to support high levels of availability, scalability and operational reliability. Resilience is achieved through a combination of cloud architecture, monitoring, backup procedures and disaster recovery planning.
Yes.
The platform is monitored to help identify operational issues, maintain service availability and support ongoing performance. Monitoring enables technical teams to respond quickly to potential issues and maintain a reliable service for customers.
Yes.
The platform provides audit capabilities that assist organisations in demonstrating governance, monitoring administrative activity and supporting compliance with internal policies and external regulatory requirements.
No.
Each customer operates within a logically segregated environment designed to ensure customer information remains isolated from other organisations using the platform. This segregation forms an important part of the platform's multi-tenant architecture.
Yes.
APIs are designed to enable secure communication between the platform and authorised third-party applications. Authentication and authorisation mechanisms help ensure only approved systems can access integrated services.
Yes.
Data retention periods can be configured to align with organisational policies, contractual requirements and applicable legislation. This allows organisations to determine how long conversation data and related information should be retained before deletion, subject to legal obligations.
Yes.
The platform includes reporting and secure data extraction capabilities that enable organisations to access and export their information for operational, reporting or migration purposes, subject to appropriate permissions.
Yes.
The platform has been developed with support for WCAG 2.2 accessibility principles, helping organisations provide inclusive digital services and improve access for users with diverse accessibility needs. Accessibility is considered throughout the design of both customer-facing and administrative interfaces.
Click4Assistance combines enterprise security, UK-hosted infrastructure, ISO/IEC 27001:2022 certification, role-based security, audit capabilities and configurable governance to support organisations operating in regulated industries.
The platform is used across sectors including financial services, insurance, healthcare, education, housing associations and the public sector.
Yes.
A Data Processing Agreement (DPA) is available to define the respective responsibilities of Click4Assistance and its customers regarding the processing of personal data. The DPA supports organisations in meeting their obligations under applicable data protection legislation.
Yes.
Where third-party service providers are used to support delivery of the platform, Click4Assistance maintains transparency regarding those providers and their role in processing customer information. Customers can review relevant sub-processor information as part of the company's compliance documentation.
Security-conscious organisations choose Click4Assistance because security is integrated throughout the platform rather than added as an afterthought.
Key security benefits include:
These capabilities help organisations implement secure, compliant and scalable customer engagement solutions suitable for highly regulated environments.
From live chat to AI-powered chatbots and social integrations, Click4Assistance powers real-time engagement - fully UK hosted and trusted across industries.
