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Data Protection

This FAQ is intended primarily to help you assess all aspects of data security and in particular to assess any compliance you may need to meet your country’s data protection requirements. For our customers in the EU, we’ve an additional guide to EU data protection available here.

How does Capsule ensure secure storage of the data I hold?

Our Technical Security page explains our approach to ensuring the safety of your data, including details on data center security, data encryption, location, security updates and third party reviews.

Who can access my data?

You choose who to invite to your Capsule account and the permissions they have. You may also choose to grant access to other applications that integrate with Capsule. You should apply the same security assessment to any application or third party which you grant access to.

Capsule staff (or 3rd parties we use) do not have access to passwords or the ability to login to your account. You may choose to invite us as a temporary user to help us to solve a question you have.

In order to provide the service, we do have authorized operations staff with access to the underlying infrastructure and therefore the underlying data in raw form. However we never access specific customer data unless we are working with the customer to investigate a problem and we have permission from the customer to run a specific query on the data to help us narrow down the issue.

How are users I invite protected from unauthorized use of their log-in?

When you invite a user to Capsule, they choose a username and password that they will use to log-in to Capsule. Currently when a user sets a password, Capsule follows NIST guidelines which means the user must choose a secure password of at least 8 characters and that is not a commonly used password (such as password or 12345678). We may revise password rules inline with NIST or other best practise guidelines in the future.

We recommend that you ask your users to enable two-factor authentication (2FA) on their accounts. Two-factor authentication helps protect a user’s account even if someone has obtained or guessed their password.

In the Users list of your Capsule account settings, you can see which users have enabled two-factor authentication.


For accounts integrated with a Google G-Suite account, users log in to Capsule using Google’s single sign-on service (SSO) without re-entering their G-Suite password into Capsule. Refer to G-Suite documentation for managing user security

What information is available to monitor who is accessing my data?

The Super Administrator can monitor log-in activity on the account by visiting the Account Settings > Users > Recent Logins.

Will my data be shared with third parties?

We will never disclose your personal information to anyone else except where we have to do so in accordance with our Privacy Policy - especially the section called ‘Disclosure of your information’.

What is Capsule’s data deletion and retention policy, and associated timescale?

As described in the Termination & Cancellation section of the Capsule Terms:

“When an account is terminated or cancelled, the account and any content left behind in the account will be made inaccessible. For a period of 14 days after any account has been cancelled you may request that we restore your account. After this period, your account and all Customer Data contained within it will be permanently deleted and the agreement between us as set out in these Customer Terms will automatically terminate. Please be aware that partial data may reside in our backup and/or archive systems for a period of up to 50 days.”

How can I get a copy of the data I store on my Capsule account and will it be in a format I can use?

Capsule provides a function to export your data. The export includes a separate file for your contacts, cases and opportunities. Each is a .csv file that can be opened in a range of spreadsheet applications. Read more about how to do an export in our support docs.

How is my data protected from accidental destruction?

Our systems automatically replicate your data across multiple locations in real-time to maximize availability. Data is also constantly backed up to ensure we can restore access to your data and the service in the unlikely event that the data replicas in all locations fail at once.

In the event that one of your users accidentally deletes a record, the Super Administrator has 30 days to restore it. Read more on how to restore records in our support docs.

In addition, you have the ability and are encouraged to download and retain your own backup.

What service levels do you provide for Capsule and will the capacity of Capsule allow for demand from other customers or will it impact the quality of my service?

Capsule benefits from Amazon’s EC2 Service Level Agreement which is designed to provide 99.95% uptime. Typically we achieve better than this and our published uptime report demonstrates our track record.

Capsule operates with spare capacity to support the demands of all customers, and because Capsule is hosted on a cloud platform, we can increase capacity at short notice. Fair use rate limits and other protections are also applied to all customers of Capsule to protect against one customer impacting the quality of the service.

Can I get access to my data where and when I want it?

We aim to make Capsule available 24/7 and you can securely login to access your data at a time and place convenient to you through a PC, Mac, or your mobile phone.

In the event of data breach, what is Capsule’s notification and alert process?

Amazon are responsible to make sure their data centers and the services they provide are secure and to notify us of a breach. Amazon take both physical and network security seriously ensuring your data is safe: We provide security above these services provided by the infrastructure.

For breaches our preferred approach is to limit the possibility of them happening in the first instance. We have robust internal processes to ensure prompt installation of security updates, protection of our assets (including two-factor authentication to sensitive systems), and also to limit access to data to key staff on a needs-only basis. Additionally, no one in our company has the right to access your data without your permission. We also engage a third-party penetration testing organisation to validate our security and review our application code. With these steps in place, we have not had a security breach in the nine years we’ve been in operation.

In the event that a security breach was detected we would perform an investigation to understand the scope of the breach and if any data was affected. Depending on the nature of the breach we would make our best efforts to understand what has happened as soon as possible. We would aim to inform you as soon as possible and not later than 72 hours if you have been affected by the breach.

While we are able to secure our servers you as the data controller for your account have a responsibility to ensure your team also follows good security practice. For example, making sure that each service they use has a strong, unique password and consider enabling two-factor authentication. For more information on setting up two-factor authentication for your users we have the following article in our support portal: