Help Scout Security

We take security and privacy seriously, adhering to enterprise-level security standards that keep your customer data protected.


Plus Plan HIPAA Compliant logo


Health Insurance Portability and Accountability Act

Does not apply to Docs.

PCI logo

PCI Level I

Payment Card Industry Data Security Standard

EU/US Privacy Shield
Swiss/US Privacy Shield

Data Privacy Practices

In Progress GDPR logo

GDPR Readiness

General Data Protection Regulation

We're commited to being GDPR compliant by the May 2018 deadline.

Security Team

We have a globally distributed infrastructure and security team on-call 24/7. Our team is constantly monitoring security notifications from all 3rd party software libraries and if identified, we immediately apply any relevant security patches as soon as they are released. Our engineers work together with the product teams to ensure that all of Help Scout’s code and infrastructure follows a secure development lifecycle process.


All of Help Scout’s application and data infrastructure is hosted on Amazon Web Services (AWS), a highly scalable cloud computing platform with end-to-end security and privacy features built in.

Designed with redundancy, fault tolerance and disaster recovery at the forefront, our services are distributed across three separate availability zones (data centers). All our infrastructure is within our virtual private cloud (VPC) with production access restricted to operations support staff only. This allows us to leverage complete firewall protection, private IP addresses and other security features.

For more specific details regarding AWS security, please refer to


We strive for a 99.99% uptime across all our products and to support that, we host our monitoring and logging systems outside of AWS and employ a variety of tools to accurately monitor and report on any anomaly that could impact the delivery of our services.

Data Center

All data is stored in HIPAA compliant AWS infrastructure, housed in Amazon-controlled data centers. Only those within Amazon who have a legitimate business need to have such information know the actual location of these data centers, and the data centers themselves are secured with a variety of physical controls to prevent unauthorized access. It is safe to say Amazon is much better at physical security than we are capable of being, so we leave it to them.


Through the use of automated and manual analysis, as well as constant security review of 3rd party libraries, we ensure to the best of our abilities that we are delivering products that are free from security defects. All Help Scout web application communications are PCI compliant and support TLS v1.2, and cannot be viewed by a third party. We enforce the same level of encryption used by banks and financial institutions.

Additionally, we support a number of security focused features to help keep your data safe

  • Data encryption - All customer data is encrypted at rest including: user email addresses, user passwords, API keys, including 3rd party keys stored by Apps.
  • Company-specific data is kept separate through logical separation at the data tier, based on application-level access permissions and roles.
  • Authentication - Help Scout supports both 2FA access (via SMS and authenticator app) for Help Scout credentials or SSO through Google Apps. Plus plan users can optionally authenticate via any SAML-compatible Identity Provider.
  • IP Restrictions Plus Plan - This feature allows you to limit access access to your Help Scout account to a predefined list of IP addresses.
  • API Security - In our v2.0 API we support OAuth/SAML authentication and a UI for revoking device tokens.

Email Security

Help Scout supports TLS encryption on all inbound and outbound email. For an explanation of how email encryption works, we recommend this overview from Google.

Engineering and Operational Practices

We design all services with high availability in mind. Our goal is to deliver 99.99% uptime across all our products. In order to achieve this goal, we follow a number of engineering best practices

  • Immutable infrastructure - We don’t make changes to live code or running servers in production. Where applicable, we treat both our software and our infrastructure configuration as code. Which means all changes go through a formal code review, automated testing and automated deployment process.
  • Continuous integration and delivery - We are using continuous integration and deployment automation and configuration management tools to build, test and deploy code multiple times a day.
  • Incident response - Our dedicated infrastructure and security team is on a rotating on-call schedule to respond to any security or availability incidents immediately.
  • Security audits - Every year we have an independent security firm execute a white-box penetration test audit across our system and code base. On request, the results of the latest audit can be provided to current or potential customers.
  • Monthly PCI scanning - We run a PCI scan every month to maintain ongoing Level 1 PCI compliance, adhering to stringent industry standards for storing, processing and transmitting credit card information online. In addition to encrypting customer payment information. Any uncovered vulnerability is prioritized, resolved and deployed as soon as possible following discovery.

Free training & 24-hour support

99.98% uptime the last 12 months

Serious about security & privacy