Security and Reliability

We occassionally receive security questions from companies wanting to use KnowledgeOwl. In general, we do not want to publicly expose too much information about our security practices and infrastructure because that information would help the very people we are trying to protect ourselves against. However, since security is important to many people, we've compiled a list of commonly asked questions.

Data Center Security

  • Our data center is monitored by closed circuit television and a 24x7x365 data center operations team who guard the facility while secure access control and biometric systems provide further layers of security.
  • A Network Operations Center (NOC) staff monitors the data center's network 24x7x365, while their network engineers and hosting datacenter personnel are available at any time in the event of an emergency. 
  • Our data center has regulated climate control and does not rely on a power grid to ensure that power is never interrupted.

Data Protection

  • Your data is yours, period. We will never access it or share it without your permission.
  • Your contact information will never be shared with or sold to a third-party.
  • It is not possible for your application data to be retrieved by anyone other than authorized representatives of KnowledgeOwl.
  • If for some reason KnowledgeOwl has to close its doors tomorrow, the software would be made open source for you to continue using. 
  • If you want to break our hearts and leave KnowledgeOwl, you can always take your data with you.

Uptime and Reliability

  • We guarantee a 99.5% uptime. 
  • We have emergency and disaster recovery plans. including a Zombie Apolocalypse Preparedness plan.
  • In case of a catastrophic event, operations can continue in an off-site location.
  • 100% lifetime happiness guarantee. You want a refund, you got it.

Application Level Security

  • All KnowledgeOwl account passwords are encrypted and even our own staff cannot view them. If you lose your password, it can only be reset, not retrieved.
  • All login pages pass data via SSL.
  • The entire KnowledgeOwl application is encrypted via SSL.
  • It is not possible for your application data to be retrieved by anyone other than authorized representatives of KnowledgeOwl.

Internal IT Security

  • The KnowledgeOwl office is secured by security keycode access and all employees are required to wear identification badges.
  • Customer information can only be accessed by KnowledgeOwl employees while physically at our office building.

Internal Protocol and Education

  • A criminal background check is done on all employees prior to employment.
  • We have an employee termination policy in place.
  • We train all new employees on security, compliance, and make them sign things to protect you.

Support

  • KnowledgeOwl offers a variety of support options, including a self-help knowledge base, email, phone, chat, and social media support for all accounts.
  • Support is available by phone and email during scheduled business hours with continued monitoring of urgent requests outside of business hours.
  • All support is provided by the same people who design and develop the software, whom all have training and experience in both customer support and development.
  • Support is available free of charge to all accounts, no matter the plan level or status.

Development and Upgrades

  • KnowledgeOwl practices customer-driven development, so customer feedback is paramount in the design and development of the software.
  • We practice agile development, so we fix problems and build features as quickly as possible to ensure that the software is always improving.
  • Fixes and upgrades are released multiple times a week, with major upgrades and features being released monthly.
  • Upgrades occur automatically with no effort or disruption to customer accounts.
  • KnowledgeOwl provides an open API to allow for quick and easy integrations with other products and existing systems.

We are happy to fill out more detailed security assessments when necessary. We just ask that you pay annually rather than month-to-month to help us cover the cost of our legal and security team's time.