Trust Center

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1. Our Approach to Security

At iPendio, security is not a feature — it is a foundational principle embedded into every layer of our architecture. We process sensitive financial data on behalf of multi-location businesses, and we treat that responsibility with the rigor it demands. Our security program encompasses technical controls, organizational policies, and continuous monitoring.

2. Security Practices

Access Controls

• Role-Based Access Control (RBAC) across the entire platform — users, administrators, and internal staff.
• Principle of least privilege enforced for all data access, including production databases and sending infrastructure.
• Multi-Factor Authentication (MFA) mandatory for all administrative accounts and available for all users.
• Session management with automatic timeout after 30 minutes of inactivity.

Data Protection

• Data classification system: Confidential (financial records, PII), Internal (usage analytics), Public (marketing materials).
• Encryption at rest (AES-256) and in transit (TLS 1.3) for all classified data.
• Database access restricted to application layer — no direct access from external networks.
• Automated data retention enforcement with secure deletion procedures.

Application Security

• Secure development lifecycle (SDLC) with mandatory code review for all changes.
• Dependency scanning with automated alerts for known vulnerabilities.
• Regular penetration testing by qualified third-party assessors.
• Input validation, parameterized queries, and output encoding to prevent injection and XSS attacks.

3. Infrastructure Details

Cloud Hosting

iPendio operates on Amazon Web Services (us-west-2, Oregon) with multi-Availability Zone deployment. Our infrastructure includes:

• Auto-scaling compute instances behind an Application Load Balancer.
• Managed PostgreSQL databases (RDS) with automated daily backups and point-in-time recovery.
• S3 object storage with versioning and AES-256 server-side encryption for document storage.
• CloudWatch monitoring with custom alarms for latency, error rates, and resource utilization.

Email Delivery

Transactional notifications are delivered through Mailgun (Sinch) via authenticated SMTP relay:

• Dedicated IP address — not shared with other senders.
• Average daily volume: approximately 10,000 transactional emails.
• Spam complaint rate: < 0.03% (target < 0.05%).
• Bounce rate: < 1.4% (target < 2%).
• All messages authenticated with SPF, DKIM, and DMARC (p=reject).
• IP warm-up and reputation management handled in-house with gradual volume scaling.

4. Email Practices (Detailed)

This section provides a comprehensive overview of how iPendio manages outbound email operations to maintain deliverability, compliance, and trust.

Recipient Verification

Every recipient email address belongs to a registered platform user who completed identity verification during onboarding. User accounts are created through one of two paths: direct registration with email verification, or administrator invitation with acceptance link. No third-party or purchased lists are ever used.

Suppression List Management

We maintain a centralized suppression list that is checked before every send operation. Addresses are added to the list automatically upon:

• Hard bounce (permanent delivery failure)
• Spam complaint via ISP feedback loop
• Manual opt-out via notification preferences
• Account closure or user deactivation

Suppressed addresses are never re-activated without verified, explicit fresh consent.

Bounce & Complaint Workflows

• Hard bounces: Address immediately suppressed. If a single client exceeds 5% bounce rate, sending for that account is paused pending data quality review.
• Soft bounces: Retried up to 3 times over 24 hours. If delivery continues to fail, the address is moved to suppression.
• Complaints: Address immediately suppressed. Root cause analysis within 24 hours. If a single client exceeds 0.1% complaint rate, sending is suspended.

Feedback Loop (FBL) Monitoring

iPendio subscribes to feedback loops offered by major ISPs (Yahoo, AOL/Verizon, Comcast, etc.). Every complaint signal is ingested automatically, the recipient is suppressed, and a review ticket is created for our operations team.

Rate Limiting & Anomaly Detection

Built-in rate limiters prevent any single account or feature from generating excessive volume. If sending volume for any client or globally exceeds the established baseline by more than 200%, an automatic hold is triggered and our operations team reviews the activity before releasing further messages.

Access Control to Sending (RBAC)

Email template modifications, sending rule changes, and recipient list adjustments require role-based authorization. Only designated operations staff can modify these settings, and every change requires explicit approval from a second authorized person. All modifications are logged.

Audit Trail

• Email delivery logs retained for 90 days.
• Template and rule change logs retained indefinitely.
• Application access logs retained for 12 months.
• All logs are tamper-resistant and available for compliance review upon request.

How to Report Abuse

If you believe you've received an unwanted or abusive message from iPendio, contact us at abuse@ipendio.com. We acknowledge abuse reports within 24 hours and provide resolution within 5 business days.

5. Incident Response

iPendio maintains a documented incident response plan with the following stages:

1. Detection (0–30 min): Automated monitoring or manual report triggers incident classification (Critical, High, Medium, Low).
2. Containment (30 min–2 hrs): Affected systems are isolated. Sending may be paused if the incident involves email infrastructure.
3. Investigation (2–24 hrs): Root cause analysis performed by the engineering and security team. Evidence preserved for audit.
4. Resolution (24–72 hrs): Fix deployed, systems restored, and validation testing completed before resuming full operations.
5. Post-Incident Review (within 7 days): Written report with root cause, impact assessment, remediation steps, and preventive measures shared with affected clients.

GDPR notification commitment: If a data breach involves personal data of EU residents, the relevant supervisory authority will be notified within 72 hours. Affected individuals will be notified without undue delay if the breach is likely to result in a high risk to their rights and freedoms.

6. Logging & Audit Trail

Log Type	Retention Period	Access
Email delivery logs	90 days	Operations team (read-only)
Application access logs	12 months	Security team (read-only)
Change management records	Indefinite	Compliance team
Security incident logs	24 months	Security team
Client data access logs	12 months	Compliance + Engineering leads

All logs are stored in append-only, tamper-evident storage. Privileged access to logs requires MFA and is itself logged.

7. Compliance

iPendio's operations align with the following regulatory frameworks:

• GDPR (General Data Protection Regulation) — Data subject rights, lawful processing bases, DPA with sub-processors, 72-hour breach notification.
• CCPA (California Consumer Privacy Act) — Right to know, right to delete, right to opt-out of sale (we do not sell data), non-discrimination.
• CAN-SPAM Act — Truthful headers, non-deceptive subjects, valid physical address, honor opt-out requests within 10 business days.
• CASL (Canadian Anti-Spam Legislation) — Express or implied consent for all messages sent to Canadian recipients, identification requirements, unsubscribe mechanisms.

8. Responsible Disclosure

We welcome responsible security research. If you discover a vulnerability in the iPendio platform, please report it responsibly:

• Email: security@ipendio.com
• Acknowledgment: We will acknowledge receipt of your report within 48 hours.
• Assessment: We will complete an initial assessment within 5 business days and keep you informed of progress.
• No retaliation: We will not pursue legal action against researchers who act in good faith and follow responsible disclosure practices.
• Recognition: With your permission, we may credit you in our security acknowledgments.

Please do not access, modify, or delete data belonging to other users. Do not disclose the vulnerability publicly until we have had reasonable time to address it.

9. Contact

For security-related questions, vulnerability reports, or compliance inquiries:

iPendio, Inc. — Security & Compliance
580 Howard Street, Suite 210
San Francisco, CA 94105
Security: security@ipendio.com
Privacy: privacy@ipendio.com
Abuse: abuse@ipendio.com
Phone: +1 (415) 829-7143

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