Security & Data Protection

Where your data is stored

iTenance runs on infrastructure located in Frankfurt, Germany, operated by Laravel Cloud. Your work orders, assets, machine records, documents and user accounts are stored on servers inside the European Union and are subject to EU data protection law.

We process personal data as a data processor on your behalf. You remain the data controller for the records your team creates in the platform. A Data Processing Agreement is available on request — see the contact section at the end of this page.

Two qualifications, stated plainly. Traffic to the platform passes through Cloudflare's global edge network before it reaches Frankfurt, which means connection metadata is handled outside the EU even though your records are not stored there. And when you use an AI feature, the content of that specific request is transmitted to our AI provider outside the EU — described in full in the AI section below. Everything else stays in Frankfurt.

Separation between customers

Most cloud maintenance systems put every customer into the same set of database tables and separate them with a column that says which company a row belongs to. If that column is ever handled incorrectly in a single query, one customer can see another customer's data.

iTenance does not work that way. Each customer receives their own dedicated PostgreSQL schema, created when the account is opened. Your tables are separate objects in the database, and a connection opened for your account cannot address another account's schema. Isolation is enforced by the database itself rather than by application logic that has to be right every single time.

In practice this means the most common and most damaging class of multi-tenant data leak is not possible by construction.

Encryption and connection security

Every connection to iTenance is encrypted. The platform is served over HTTPS only.

• All traffic is served over TLS. Plain HTTP requests are redirected and never carry application data.
• HTTP Strict Transport Security is enabled with a one-year policy covering all subdomains, so browsers refuse to connect insecurely even if a user types the address by hand.
• Session cookies are marked Secure and SameSite, so they are never transmitted over an unencrypted connection.
• Passwords are stored as bcrypt hashes with a work factor of 12. We cannot read them, and neither can anyone who obtains the database.
• Responses carry hardening headers that prevent content-type sniffing, block the site from being framed by third parties, and stop internal URLs leaking to external sites through the referrer.

Who can access what

Access inside your account is controlled by your own administrators. We do not decide who on your team sees which records.

• Sign-in requires two factors, for every user, with nothing to switch on. After the password is accepted, a one-time code is sent to the user's verified email address and must be entered before the session starts. A stolen or reused password is not enough to reach your data on its own.
• Users belong to permission groups. Every screen and every action is checked against those permissions on the server, not merely hidden in the interface.
• Changes to records are written to an audit log that captures what changed, who changed it and when. Your administrators can review it.
• Uploaded documents and photos are not publicly reachable. Links that need to work outside an active session are cryptographically signed and expire after fifteen minutes.

Backups and continuity

Database backups run automatically every day and are stored off the primary server, so the loss of a single machine does not mean the loss of your maintenance history.

Backups inherit the same isolation as live data — each customer's schema is restorable independently.

Your data belongs to you

We consider lock-in a bad business model. The commitments below are deliberately simple.

• You can export your records to Excel or CSV from within the application at any time, without contacting us and without a fee.
• We do not sell, rent, or share your data with third parties for their own purposes. The sub-processors listed below act only on our instructions.
• We do not mine your maintenance data to build products for other customers, and we do not use it to train AI models.
• If you close your account, your schema and its contents are deleted. Tell us and we will confirm in writing once it is done.

AI features and your data

iTenance uses AI to draft work orders, suggest maintenance steps, read equipment photos, and flag machines that look like they are degrading. Because this is the area where buyers ask the sharpest questions, here is exactly how it works.

• Our AI provider is Google. Requests are processed through the Gemini API on a paid commercial plan, not a free or consumer tier — the distinction matters, and it is the reason the commitments below hold.
• When an AI feature runs, the relevant context for that single request — for example a machine name, a fault description, or recent work order history — is sent to Google for processing. Only what is needed for that request is transmitted.
• Photo recognition works the same way. If you use a feature that reads an uploaded image — identifying a machine or a part from a photograph — that image is sent to Google for that single request. Photos you upload for any other purpose are never sent anywhere.
• We do not send your full database, your user list, your customer records, or your files in bulk. There is no background upload of your data.
• Google's terms for the paid Gemini API state that prompts and responses submitted through it are not used to train or improve their models. Your maintenance history does not become part of anyone's model.
• Our search index runs on our own servers in Frankfurt. Searching your data does not involve any external search provider.

Sub-processors

These are the third parties involved in running iTenance. We publish the full list because your IT department will ask for it anyway.

On our roadmap

We would rather tell you what does not exist yet than let you find out later. These are planned, not available today.

Questions, questionnaires and vulnerability reports

If your IT or procurement team has a security questionnaire, send it to us and we will complete it. If you need a Data Processing Agreement before starting a trial, ask and we will provide one.

If you believe you have found a security vulnerability in iTenance, please report it to us directly rather than disclosing it publicly. We will acknowledge your report and keep you informed while we fix it.

Security contact: support@itenance.com