Selling a new product is quite challenging as we do not have a big brand behind us. A lot of our customers are worried about the safety of their data. We agree we have to do a lot to earn customer trust and to safe guard their data and this blog article is one step towards that.
I agree that actions speak louder than words but this is our effort to start somewhere in building the trust and for starters I would like to explain our architecture and practices around customer data storage and protection.
A secure, proven database technology
All of our customers’ data is stored in MySQL databases. Only our founder has access to the databases in the entire organisation. We log into the database instance only when we have to alter a table structure due to a new feature or a bug fix. We do not run any select queries.
We have multiple real time replicas of our database instance and the moment we have a failure in the master DB instance, one of the replicas kicks in. This ensures that our users do not suffer and always have access to their data.
Multiple app instances
We have setup multiple instances of our application with different cloud infrastructure providers and hence can immediately migrate our application from one service provider to another with minimum downtime and data loss in case of any eventuality.
Encrypted storage of snapshots
In addition to failover replicas, we have a nightly backup process that takes snapshots of all customer databases, and stores them in encrypted format securely in a separate datacenter.
Code related precautions
Our engineering organisation has a sophisticated way of doing code changes to prevent accidents. The process includes a group review of each task before development and a peer review before anything is released live.
We take similar care to our database backup processes outlined above with our code, which is versioned and backed up.
Our customer support is always there for you
Our customer support team works in the following time:
Monday to Friday – 10 am to 7 pm (IST)
Saturday – 10 am to 2 pm (IST)
You can reach our customer support team by sending an email to email@example.com. We will very soon be adding phone and chat support. We are also preparing ourselves to extend our customer support to support our customers in other timezones.