Security

Formend is designed to help businesses review customer support quality while keeping customer and agent data protected.

Current Security Measures

Current security measures include or may include:

• HTTPS encryption in transit
• secure backend hosting
• restricted administrator access
• environment variables for secrets and API keys
• Stripe for payment handling
• access controls for supervisors and authorised users
• logging for security and debugging
• limited internal access to customer data
• third-party infrastructure providers with security controls

AI Processing

Formend currently uses Claude by Anthropic for AI-assisted QA review. Support conversations may be processed by the AI provider to generate scoring, audit notes, summaries, and quality insights.

Human Review

Formend is an assistant tool, not a final decision-maker. Businesses should use human review before making serious employment, disciplinary, legal, or financial decisions based on AI-generated output.

Responsible Use

Customers must use Formend transparently and lawfully, especially where employee monitoring, BPO performance review, or customer conversation analysis is involved.

Contact

Security questions: security@formend.tech