Trust That Scales With You
This page is maintained by NexGen eHub Limited to answer common security and privacy questions about the platform. It describes current practices, not independent certification.
Access Controls
Role-based access control separates customer, staff and administrator permissions, and administrative actions such as credit adjustments and agreement publishing are restricted to the administrator role. Staff and administrator accounts can use time-based two-factor authentication, and the account owner can make it compulsory for signing in to the Operations console. Single sign-on is not currently enforced — tell us if your organisation requires it.
Data Separation
Row-level security policies in the database scope each customer's records to their own account, so customers cannot read another customer's data. Staff access to customer records is granted by role, not by sharing logins.
Encryption & Keys
All traffic is served over HTTPS. AI provider and payment API keys are held only on our servers and are never delivered to your browser or stored in the frontend — we verify this against the published browser bundles. Encryption-at-rest and hosting specifics are supplied by our infrastructure providers and confirmed on request. The strict-transport-security (HSTS) response header is not yet emitted on our current hosting name.
Audit Logging
Staff changes to tickets, requests, leads, billing and subscription records, AI usage events, staff roles and assignments, and credit adjustments are written to an internal audit log that authorised staff can review. The log is append-only through the application — there is no update or delete path in the staff console. It records who acted, on what, and when; it does not store before-and-after field values, and changes customers make to their own records are not captured.
Compliance Alignment
We work to account for UK GDPR, the Data Protection Act 2018 and PECR, and we publish a privacy notice, a Data Processing Agreement and an acceptable-use policy. This is not legal advice and is not a certification.
Certification Roadmap
We are working towards Cyber Essentials, Cyber Essentials Plus, ISO 27001 and SOC 2 Type II. We do not currently hold any of these certifications and we do not describe the platform as certified.
AI Providers and Your Data
When you run an AI feature, the content you submit for that request is sent to a third-party AI provider so the response can be generated. Provider keys are held on our servers and never reach your browser, only the input needed for that request is sent, and providers act as sub-processors under our published Data Processing Agreement. AI output is not legal, financial or medical advice, and you remain responsible for checking it before you rely on it.
Read the AI Usage NoticeInternational Transfers
NexGen eHub Limited is registered in the United Kingdom. Our hosting, database and AI providers process some data outside the UK, and back-office support is provided from Ahmedabad and Thiruvananthapuram, India. Support staff access only the information needed to respond to your request and are bound by the same confidentiality obligations as our UK team. Transfers outside the UK are made under a mechanism permitted by UK GDPR, as described in our Data Processing Agreement and privacy notice.
Read the Data Processing AgreementWhat We Do Not Yet Claim
We would rather show you the gaps than hide them. The following are known limitations of the platform today, and they are the focus of our security improvement plan:
- Two-factor authentication is available for staff and administrator sign-in to the Operations console, but it is not switched on by default and customer accounts have no two-factor authentication.
- Single sign-on and directory-based provisioning are not available.
- The internal audit log has no configurable retention period or export.
- There is no rate limiting or account lockout on sign-in, password reset or the public contact form; we currently rely on the hosting platform's default protections.
- Four commercial tables — the plan catalogue, order forms, invoices and plan-change history — have no row-level security policy in our own migrations, so their read scoping depends on the database supplier's defaults and is not yet verified by us.
- The per-run AI consent confirmation is enforced in the interface but is not persisted, so we cannot yet evidence who consented to a specific AI run.
- Backup scope, frequency and restore testing are provided by our infrastructure suppliers and are not yet independently verified by us.
- No formal, tested security incident-response and breach-notification procedure has been published.
- No penetration test or independent security assessment has been carried out.
If any of these matter for your procurement or compliance review, contact us and we will tell you honestly what we can commit to and by when.
Shared Responsibility
Responsibilities depend on the deployment and services in use. Customers should control who can access their accounts, share information appropriately, and manage the data they put into the platform.
Reporting a Vulnerability
If you believe you have found a security issue, please contact us so we can investigate and respond promptly.
Contact Security