Trust & Performance: Our Commitment to Security and Excellence

Every support interaction generates sensitive data: names, contact details, account histories, billing records. Customer support teams, as such, become responsible for the sensitive handling of personal information, aiming to reduce data vulnerability and build trust with the audience. 

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When security fails, the damage becomes twofold: reputational and financial for the company, deeply personal for the customer. Such cases reach the public rather quickly. Just in 2020, the news was filled with reports on Microsoft exposing 250 million support records online, which included email and IP addresses, and even the geographical locations of the customers. Under GDPR, violations like these can cost a business up to €20 million or 4% of global turnover. The stakes don’t get higher than this. 

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At EverHelp, trust is the foundation of every client relationship. Data security and service reliability are the baseline we hold ourselves to before a partnership even begins.

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Our team operates in full compliance with GDPR and holds PCI DSS Level 1 certification, ensuring your customers' personal and payment data are held to the same standards we'd expect for our own.

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That commitment to doing things right truly pays off, as this year Everhelp took home two Gold Stevie Awards – one for Achievement in Customer Experience and one for Contact Center & Customer Service Outsourcing Provider of the Year. Two categories, both gold – recognition that, for our team, reflects years of obsessing over the details that actually matter to clients.

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Quick-Reference: Trust & Performance Dashboard

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When you're handing off your customer experience to an external team, you need more than reassurance – you need evidence. Here are the benchmarks we hold ourselves to across every client engagement, every day.

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Data Privacy & Global Compliance

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Customer data is among the most sensitive information you'll ever hand off to an external partner. We don't take that lightly – every piece of information processed through our team is handled in full compliance with GDPR and secured to PCI DSS Level 1 standards.

GDPR Compliance & Privacy by Design

Data protection isn't something we retrofit into our processes. Every client engagement involving personal data is governed by a Data Processing Agreement (DPA), which sets out exactly how data is collected, handled, stored, and deleted. These documents are called:

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• Clearly define roles
• Establish processing boundaries
• And give clients documented assurance about data management.

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When a client's customer exercises their right to be forgotten or submits a Subject Access Request (SAR), we treat it as a time-sensitive operational matter. Our team is trained to identify, escalate, and process these requests within GDPR-specified timeframes (usually within 1 month of receipt), ensuring the correct data is located, acted on, and confirmed back to the client without delay.

What Does This Mean for EU-Based Clients?

For EU-based clients and those serving European end-users, data residency matters. Personal data processed through our operations is handled in line with GDPR's requirements on cross-border transfers, including the use of Standard Contractual Clauses (SCCs) where data moves outside the EEA. Encryption is applied both in transit and at rest, and access to personal data within our team is role-restricted – only those who need it to perform their function can reach it.

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The broader principle behind all of this is simple: your customers' data belongs to them. Our job is to make sure it's never treated as anything less.

PCI DSS Level 1 Certified Handling

PCI DSS Level 1 is the highest tier of the Payment Card Industry Data Security Standard – the global framework governing how payment account data is stored, processed, and transmitted. For context, it applies to service providers handling the largest volumes of card transactions, and achieving it requires an independent assessment by a Qualified Security Assessor (QSA), not a self-reported checklist.

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At Everhelp, our payment handling practices are built around the full scope of PCI DSS requirements:

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• Cardholder data is never stored beyond what is required for the transaction.
• Where storage is necessary, it is rendered unreadable through secure vaulting. 
• We generally use secure systems and tools to store and process data, ensuring access control and information protection to minimize the risk of data exposure.

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Our PCI DSS Level 1 certification is independently verified and continuously maintained. Thus, you can be sure your clients' payment data is held to that standard every time it passes through our hands.

Regulatory Frameworks & Future Readiness

Security for us is a set of daily operational practices that hold up under scrutiny. Our internal controls align with the principles of SOC 2 and ISO 27001, and the way we work reflects that.

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Our systems undergo regular independent security reviews, both scheduled and periodic, to identify and address weaknesses before they become problems. The audit findings are then used to inform changes to our operational processes, security policies, and team practices.

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Evly, our AI assistant, also holds SOC 2 Type II certification and is fully GDPR-compliant. All PII accessed by the system is stripped before any historical data is processed, and nothing is retained beyond what an active conversation requires.

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Operational Security & Infrastructure

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Technology can only secure so much. The rest comes down to the people behind the screens and the environments they work in. Here's how Everhelp approaches both.

Secure Workforce & Agent Vetting

To ensure you work strictly with professional and knowledgeable agents, the candidates go through a 5-stage selection and vetting process:

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1. CV screening – to assess the candidate’s experience and their basic fit for the role.
2. Recruiter interview – to check their motivation, communication skills, and cultural fit
3. Test task –  to evaluate the prospect's actual hard skills on practice
4. Interview with a hiring manager – for a deeper review of the technical expertise and approach to work
5. Bar-raising – a final check to ensure compliance with our standards and values.

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If necessary, we also conduct reference checks to confirm experience and track record from previous roles.

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Before starting work, every agent signs a confidentiality agreement covering the handling of customer and user data, internal business processes, financial information, and any materials created in the course of their work. The basic clauses are:

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• Disclosure to third parties is prohibited
• Secure systems and antivirus software are mandatory
• All confidential information must be returned or permanently deleted when the working relationship ends. 

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Every agent completes mandatory security training before going live. It addresses the specifics of data handling, confidentiality requirements, and risk awareness. From there, MFA covers access to every internal tool, keeping the security baseline consistent across the entire team.

Clear Desk & Device Security

Since many of our employees work remotely, we pay great attention to the security and safety of the devices they use on a daily basis. Thus, all work devices run specialized security software as a baseline requirement for handling client data. 

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Access to systems and data follows a role-based model: 

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Each agent works within a defined scope tied to their specific responsibilities. Someone handling billing inquiries doesn't have visibility into account management data, and vice versa. Keeping access narrow limits exposure at every level.

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We also apply clear desk and clear screen policies across all workspaces. No sensitive information stays visible on a surface or screen when it's not actively in use. It sounds straightforward, but it's one of the most consistently enforced disciplines we maintain, as the simplest oversights are often the ones that cause the most damage.

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Together, these controls ensure that the physical environment in which agents work is held to the same standard as the digital systems.

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Service Level Agreements (SLAs) & Performance

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A service level agreement is only as meaningful as the numbers behind it. Ours are built around three commitments: 

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• How fast do your customers hear back
• How reliably our systems stay live
• and how consistently our team delivers quality.

Response & Resolution Guarantees

Two metrics define the pace of every client engagement: 

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• First Response Time (FRT) → measures how quickly a customer receives an initial reply after reaching out
• Average Handle Time (AHT) → covers the full duration of an interaction, from the moment an agent picks it up to the moment it's resolved. 

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Together, these two metrics give a complete picture of both responsiveness and efficiency.

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EverHelp's default FRT targets are channel-specific: 

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In practice, however, targets are agreed upon with each client based on their specific requirements, customer expectations, and ticket volume. The same applies to priority tiering: P1 through P4 response targets are defined per engagement, as, in reality, a critical payment failure for a fintech client carries different urgency than a general inquiry for a SaaS product.

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And when targets are missed, we dig into why. Root cause analysis, corrective actions, and escalation procedures are all part of how we get performance back on track and keep it there.

System Availability & Uptime

Support operations that go dark (even briefly) have a direct impact on your customers. Everhelp's infrastructure is built around high availability, with resource redundancy and team organization structured to minimize the risk of downtime across all active client engagements.

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We maintain service continuity in line with pre-agreed SLAs and each client's operational requirements. If incidents occur, we immediately activate internal response protocols to restore normal operations as quickly as possible. Of course, the recovery speed depends on the nature and scope of the incident, but the priority is always the same: get back to standard service with minimal disruption to the client.

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Quality Assurance (QA) & CSAT Benchmarks

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We pride ourselves on our commitment to delivering high-quality services and excellent customer service. However, it’s only possible because of the standards we set for our support representatives. Every EverHelp agent is held to a minimum internal quality score of 92%. Those falling below this target enter a structured Performance Improvement Plan (PIP) with defined improvement goals and deadlines. If the agent fails to meet the standards after completing the PIP, we review our employment relationship. As this process has proven to work, it’s consistently applied across teams and projects.

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Now to the metrics. Of course, we track all the major support performance KPIs, including CSAT. The tracking flow consists of 3 stages:

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Our current average CSAT sits at 83%, which we believe is a direct outcome of two things: the quality standard every agent is held to, and the reporting structure that keeps performance visible at every level.

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Incident Response & Transparency

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Things don't always go according to plan. And how a partner responds when they don't is often more telling than how they perform when everything runs smoothly. At Everhelp, we meet incidents with a structured, prompt response, characterized by:

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• clear ownership
• defined timelines
• and consistent communication until the issue is resolved.

Rapid Incident Notification

All incidents are classified by severity and impact as soon as they are detected. For each type, we define:

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• appropriate response actions
• responsible parties
• and timelines. 

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When a suspected security anomaly is detected, we strive to notify the affected client within 24 hours. From that point, our team maintains regular status updates through agreed-upon channels (e.g., email, messaging apps, or other) until the issue is fully resolved.

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Mission-critical failures trigger an immediate, dedicated escalation process on our end. We:

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1. Assign the highest priority level
2. Pull in the right teams
3. And stay in continuous contact. 

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The partner doesn't have to chase us for updates – we provide them. Once closed, a full summary report is sent to the client, covering the outcome, root cause, and any follow-up actions we recommend taking.

Monthly Performance Calibration

At EverHelp, we are strong believers that transparency IS the best policy. That’s why our Delivery Managers, Team Leads, and QA teams continuously monitor key support metrics such as:

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• SLA attainment
• First response times
• resolution times
• CSAT
• quality scores
• and cost-effectiveness.

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The collected data is then used to make regular adjustments to the process. However, when we notice something needs updating (internal guidelines, response templates, escalation flows, training materials), we update it without waiting for a scheduled review to flag it. 

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As a part of our CX optimization efforts, every six months we run a deeper service audit. We look at: 

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• inquiry structure
• root causes of support volume
• process quality
• automation effectiveness
• and how our approach compares across different client projects. 

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Where we find best practices that work, we scale them.

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We also provide our partners with structured performance reports at agreed intervals. And, thanks to the quarterly business reviews, we have a dedicated space to sit down together, assess SLA attainment, address workflow gaps, and align on what the next period should look like.

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Short on time? Download our one-page Security & Performance Brief

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Inside, you will find a condensed version of our GDPR/PCI certifications, our standard SLA table, and an incident response guarantee to share with your executives.

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FAQ

Is EverHelp fully GDPR compliant for EU-based customers?

Yes. EverHelp operates in full compliance with GDPR for all EU-based clients and their end-users. Every client engagement involving personal data is governed by a Data Processing Agreement (DPA), and all cross-border data transfers outside the EEA are handled using Standard Contractual Clauses (SCCs) approved by the European Commission. Personal data is encrypted both in transit and at rest, and access is restricted to authorized personnel only. 

How do you maintain PCI DSS Level 1 security?

We maintain PCI DSS Level 1 certification through a combination of continuous controls and regular independent assessments. Payment data is protected using tokenization and secure vaulting, so that cardholder information is never stored in an exposed format. All data in transit is protected with strong cryptography. Access to cardholder data environments is restricted on a need-to-know basis with multi-factor authentication enforced. Our systems undergo regular third-party audits to identify and remediate weaknesses on an ongoing basis.

How do you ensure agent accountability?

To monitor accountability, every EverHelp agent signs a confidentiality agreement before handling any client data and completes mandatory information security training as part of onboarding. Access to data is role-restricted from day one, which limits both the opportunity and the impact of any misuse. Agent compliance is also continuously monitored through internal processes and operational standards. Where violations occur, disciplinary measures are applied. 

What is your "Clean Room" policy?

Our version of a “clean room” policy is a “clear desk and clear screen” policy. Under this guideline, no sensitive information should be left on work surfaces or screens when not in active use. This helps minimize the risk of unauthorized access to data in the workplace. 

What is your guaranteed First Response Time (SLA)?

The guaranteed first response time varies by channel: 

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• up to 45 seconds for chat
• up to 1 minute for calls
• and up to 10 minutes for email. 

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Though these are the default benchmarks, specific targets can be adjusted based on project requirements and client agreements. In the event of an SLA breach, we conduct a targeted root cause analysis and implement the necessary corrective actions. Where needed, escalation procedures and additional operational measures are applied to bring performance back in line.

Do you offer uptime guarantees for support?

Our support infrastructure is built for high availability, with resource redundancy and team organization in place to minimize downtime across all client engagements. 

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We define specific uptime commitments for each client individually, in accordance with agreed-upon SLAs and their unique operational requirements.

What is your protocol in the event of a security anomaly?

Since your security is our priority, related incidents are recorded and classified by severity level as soon as they are detected. Responsibility is assigned based on incident type, and containment measures are applied immediately to limit the potential impact. We also run a root cause investigation in parallel, and once the incident is resolved, we take on corrective actions to prevent the issues from recurring.

Where is our customer data stored?

Everhelp does not store customer data on its own servers. All data is processed and stored in the cloud-based tools used to deliver the service, such as Zendesk and other client-specified platforms. We work directly within those environments without creating separate local copies, keeping data control firmly on your side as a client.

What happens if an SLA is missed?

Our team has designed a structured response to address SLA breaches, which involves root cause analysis and corrective actions. Where needed, we also launch escalation procedures to stabilize performance. We view deviations from the standards as signals for improvement, and as such, our team addresses them systematically. 

Do you sign Data Processing Agreements (DPA)?

Yes. A Data Processing Agreement is a standard part of every one of our client contracts. It governs how personal data is processed, stored, and protected within the scope of the partnership, defines the roles and responsibilities of both parties, and ensures compliance with applicable data protection requirements, including GDPR.