The Factorial Trust Center is a self-service portal where you can review Factorial's security, privacy, and compliance information. In this guide, you'll learn how to access security documentation, find specific information, request private documents, and use the Trust Center during a vendor security review.

Overview

The Trust Center provides information and documentation to help you understand Factorial's security posture, data privacy practices, legal compliance, and service commitments.

You can use the Trust Center to:

• Review compliance certifications, including ENS High Level, ISO/IEC 27001:2023, and SOC 2 Type 2
• Access reports such as penetration test results and the SOC 3 report
• Review Factorial's Security Policies Pack
• Consult privacy and legal documentation, including the Platform Data Processing Agreement (DPA), Privacy Policy, subprocessor list, and Corporate Responsibility Report
• Review Customer Support and Platform Service-Level Agreements (SLAs)
• Explore control descriptions covering areas such as data, application, network and endpoint security, access control, infrastructure, incident response, business continuity, risk management, change management, training, and AI usage
• Find answers to common security and compliance questions in the Knowledge Base

The Trust Center is publicly accessible at trust.factorial.co. You don't need an account or invitation to browse publicly available information.

How to use

Access the Trust Center

1. Go to trust.factorial.co
2. Browse the available sections to find the information you need
3. Use the Public and Private tabs in the Documents section to see which documents are publicly available and which require access approval

Request access to private documents

Some security and compliance documents require access approval and, in certain cases, an NDA.

1. Select Get access at the top of the Trust Center, or open the document you need and select Get access
2. Complete the form with your name, work email address, and company name
3. Factorial's Security GRC Team will review your request
   • If an NDA is required and your organisation has not already signed one, you'll receive the NDA by email for signature
4. Once the request has been approved and any required NDA has been signed, you'll receive an email confirming that access has been granted
5. Return to the Trust Center and enter the same email address you used when requesting access
6. You can now view the private documents available to you

Search for information

You can search across documents, controls, and Knowledge Base entries without having to browse each section manually.

1. Open the Trust Center
2. Press Ctrl + K on Windows or ⌘ + K on macOS
3. Enter the topic, control, policy, or document you're looking for
4. Select the relevant result

Subscribe to Trust Center updates

You can subscribe to receive notifications when Factorial publishes a Trust Center Update.

1. Open the Trust Center
2. Select Subscribe to updates on the left-hand side of the page
3. Follow the instructions to complete your subscription

Translate the Trust Center

The Trust Center is published in English. You can use your browser's built-in translation feature to view the content in another language.

1. Open the Trust Center
2. Right-click anywhere on the page
3. Select your browser's Translate option
4. Choose your preferred language

Troubleshooting

• If you cannot access a private document, make sure you're using the same work email address you used when requesting access. If the document requires an NDA, confirm that the NDA has been signed by you or someone in your organisation.
• Requests are normally reviewed within 24 business hours by Factorial's Security GRC Team. If this period has passed and you have not received an update, contact Factorial through the support portal.
• If you cannot find the document you need, use Ctrl + K on Windows or ⌘ + K on macOS to search across the Trust Center. You can also check the Public and Private tabs in the Documents section.
• If you need information that is not available in the Trust Center, contact Factorial through the support portal. If you're working with a Factorial Account Manager, they can also route security and compliance questions to the appropriate team.

FAQ

1. Do I need an account to use the Trust Center?
   No. The Trust Center is publicly accessible and can be browsed without registering or receiving an invitation. Only private documents require an access request.
    
2. Which documents are publicly available?
   The following documents are publicly available and do not require an access request or NDA: 
   • ISO/IEC 27001:2023
   • SOC 3 report
   • SOC 2 bridge letter
   • ENS High Level
   • Corporate Responsibility Report
   • Security Policies Pack
      
3. Which documents require access approval?
   The following documents require an access request and, where applicable, an NDA: 
   • SOC 2 Type 2 report
   • ISO/IEC 27001 Statement of Applicability (SOA)
   • Penetration Test Reports
   • Platform Data Processing Agreement (DPA)
   • ROPA as Data Processor
      
4. Do I need to sign an NDA to access private documents?
   Some private documents are protected by an NDA. If an NDA is required and your organisation hasn't already signed one, you'll be asked to sign it before the document is made available.
    
5. How long does access to private documents last?
   Access is granted for 30 calendar days. Access is granted per organisation based on the email domain of the person requesting access.
    
6. Can I download Trust Center documents?
   Yes. Documents can be downloaded as watermarked versions.
    
7. Can I use the Trust Center instead of completing a security questionnaire?
   Yes. The Trust Center is designed to answer most standard security questionnaires and can often provide the required information faster than a bespoke response. If your assessment requires a questionnaire in your own format, you can send it to the Factorial Security Team through your assigned Account Manager.
    
8. Which Factorial entities, products, and regions are covered by a certification?
   The scope of each certification is described in the Compliance section of the Trust Center.
    
9. Where can I find the DPA, subprocessor list, and privacy documentation?
   The Platform Data Processing Agreement (DPA) is available in the Documents and Data Privacy sections. The Privacy Policy, information about data subject rights, and the list of core platform subprocessors are available in the Legal and Data Privacy sections.
    
10. Where can I find information about Factorial's SLAs?
    The Trust Center includes two types of SLA information:
    • Customer Support SLA: target response and resolution times for support requests based on severity
    • Platform SLA: Factorial's availability commitment for the platform. The SLA that applies contractually to your organisation depends on your plan and agreement.
       
11. How often is the Trust Center updated?
    Certifications, reports, and policies are updated when they are renewed or revised. Each item includes its own update date. This guide is reviewed twice a year, and its version and date are shown at the top.
     
12. How can I contact Factorial if my question isn't answered in the Trust Center?
    For help using the Trust Center or questions that aren't covered there, contact Factorial through the Factorial support portal. If you're working with a Factorial Account Manager, they can also route security and compliance questions to the appropriate team.