Enterprise-Grade Security

1Certifications & Compliance Frameworks

PinnacleVoice is independently audited against the industry's most rigorous security standards to give you confidence that your data is handled with the highest level of care.

2Encryption & Data Protection

Data at Rest

All data stored in PinnacleVoice systems — including call recordings, contact records, CRM data, and AI-generated transcripts — is encrypted using AES-256 encryption, the same standard used by financial institutions and government agencies worldwide.

• Database-level encryption for all stored data
• Encryption keys managed via AWS Key Management Service (KMS) with automatic rotation
• Separate encryption keys per customer for true data isolation
• Encrypted backups stored in geographically separate locations

Data in Transit

All data transmitted between your browsers, agents' devices, and PinnacleVoice servers is encrypted using TLS 1.3, the latest version of the Transport Layer Security protocol.

• TLS 1.3 for all HTTPS web traffic — A+ rating on Qualys SSL Labs
• WebRTC encryption with DTLS for voice traffic
• SIP over TLS (SIPS) for VoIP signaling
• SRTP (Secure Real-Time Transport Protocol) for media streams
• All API communications secured with TLS 1.3 minimum

3Infrastructure Security

PinnacleVoice is built on Amazon Web Services (AWS) — the world's leading cloud infrastructure provider trusted by the US government, financial institutions, and healthcare organizations globally.

Data Centers

• Primary infrastructure in AWS US-East and US-West regions with automatic failover
• AWS data centers are SOC 2 Type II and ISO 27001 certified
• Physical security includes multi-layered perimeter protection, biometric access controls, and 24/7 on-site security personnel
• No unauthorized physical access to servers is possible

High Availability & Redundancy

• Multi-availability-zone deployment ensures no single point of failure
• Automated failover: if one zone goes down, traffic shifts to another within seconds
• 99.9% uptime SLA backed by contractual guarantee
• Daily encrypted backups with 30-day retention
• Recovery Time Objective (RTO): < 4 hours | Recovery Point Objective (RPO): < 1 hour

Network Security

• Web Application Firewall (WAF) protecting all public-facing endpoints
• DDoS protection via AWS Shield Standard on all services
• Network segmentation with private VPCs isolating critical systems
• Automated intrusion detection and prevention systems (IDS/IPS)
• All internal traffic inspected and logged

4Access Control

Customer Account Security

• Role-Based Access Control (RBAC) — Define granular permissions for administrators, supervisors, and agents
• Multi-Factor Authentication (MFA) — Available and strongly recommended for all accounts; required for administrator roles
• Single Sign-On (SSO) — SAML 2.0 and OAuth 2.0 SSO integration available on Professional and Enterprise plans
• Session management — Automatic timeout after inactivity; forced re-authentication for sensitive actions
• IP allowlisting — Restrict account access to specific IP ranges (Enterprise feature)

PinnacleVoice Internal Access

• All PinnacleVoice employees with access to production systems require MFA
• Access to customer data is strictly need-to-know and logged in immutable audit trails
• Production access requires just-in-time (JIT) approval from a second employee
• All access events are logged and reviewed by our security team
• Employee access is revoked within 24 hours of departure

5Application Security

Security is built into our development process from the start, not added as an afterthought:

• Secure development lifecycle (SDLC) — Security requirements integrated into every development sprint
• Automated static code analysis (SAST) — Code is scanned for vulnerabilities before every deployment
• Dynamic application security testing (DAST) — Running applications tested for vulnerabilities in staging before production releases
• Dependency scanning — All third-party libraries scanned for known CVEs automatically
• OWASP Top 10 protections — Our application is defended against all OWASP Top 10 vulnerability classes
• Content Security Policy (CSP) — XSS and injection attack mitigations on all web interfaces
• Developer security training — All engineers complete annual secure development training

6Monitoring & Incident Response

24/7 Security Monitoring

PinnacleVoice maintains round-the-clock security monitoring across all systems:

• Security Information and Event Management (SIEM) aggregating logs from all infrastructure components
• Automated anomaly detection alerting on unusual access patterns or data volumes
• Real-time alerts for authentication failures, privilege escalation attempts, and unusual API activity
• AWS GuardDuty for intelligent threat detection

Incident Response

In the event of a security incident, our response follows an established playbook:

1. Detection & Containment: Automated systems detect anomalies; on-call security engineer engaged within 15 minutes
2. Assessment: Severity classification and impact scope determination within 1 hour
3. Notification: Affected customers notified within 72 hours of confirmed breach (per GDPR requirements)
4. Remediation: Root cause identified and patch deployed
5. Post-Mortem: Full incident report and preventative measures documented

7Call Recording Security

Call recordings are among the most sensitive data our platform handles. We treat them accordingly:

• All recordings encrypted at rest with AES-256 and customer-specific encryption keys
• Access to recordings restricted by role-based permissions you define
• Recordings accessible only via authenticated HTTPS connections — never via direct file URLs
• Automatic expiration available per your configured retention policy
• State-by-state two-party consent disclosure management built into the platform
• Complete audit log of every recording access event

8Vendor & Third-Party Security

PinnacleVoice conducts security reviews of all third-party vendors that process customer data. Our key infrastructure providers:

All vendors with access to personal data are required to sign Data Processing Agreements (DPAs) and are subject to annual security reviews.

9Penetration Testing

PinnacleVoice engages independent certified security firms to conduct annual penetration tests of our entire platform — including network infrastructure, application layer, and API endpoints. Our penetration testing program includes:

• Annual full-scope penetration test by a CREST or OSCP-certified third party
• Quarterly automated vulnerability scanning across all public-facing systems
• Continuous dependency vulnerability monitoring via automated tools
• All critical and high-severity findings remediated within 30 days
• Penetration test attestations available to Enterprise customers under NDA

We have never had a penetration test result in a customer data exposure. We intend to keep that record.

10Your Security Responsibilities

Security is a shared responsibility. While PinnacleVoice secures the platform, you are responsible for:

• Strong passwords: Use unique, complex passwords for all PinnacleVoice accounts (minimum 12 characters, mix of types)
• Enable MFA: Multi-factor authentication is available on all plans and strongly recommended for all users, especially administrators
• User access management: Remove or deactivate accounts promptly when employees leave or change roles
• Reporting: Notify us immediately at support@pvndialer.com if you suspect unauthorized access to your account
• Device security: Ensure devices used to access PinnacleVoice have up-to-date security patches and endpoint protection
• Data classification: Understand what sensitive data you're uploading and ensure it's handled appropriately by your team

11Report a Security Vulnerability

PinnacleVoice takes all security reports seriously. If you believe you have discovered a security vulnerability in our platform, we want to hear from you.

We do not pursue legal action against security researchers who report vulnerabilities in good faith and follow responsible disclosure principles.