Sherpa | Trust Center
Sherpa Trust Center
Documentation of our compliance against global standards including certifications, attestations, and audit reports.
See compliance

Resources

SOC 2 Type 2 Report

Independent audit of our security controls and operational effectiveness.

PCI DSS 4.0 (SAQ-A)

Payment Card Industry Data Security Standard compliance documentation. Ensures secure handling of cardholder data and adherence to payment processing requirements from 3rd party payment providers we use.

Cybersecurity Insurance

Coverage details and policy information for our insurance, including cyber liability protection.

Penetration Testing Report

Third-party security assessment results from our latest penetration testing. Identifies vulnerabilities and documents remediation actions taken.

Privacy Policy

Our commitment to data protection and privacy practices. Details how we collect, use, and safeguard personal information in compliance with applicable regulations.

System Status Page

Real-time operational status and historical uptime data for our services. Includes scheduled maintenance windows and incident notifications.

Terms and conditions

Legal agreement governing the use of our services. Outlines user responsibilities, service limitations, and dispute resolution procedures.

Acceptable use policy

Access control and termination policy

Business continuity and disaster recovery plan

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FAQs

Yes, we conduct one or more annual third-party audits to validate our security controls and compliance posture.
Yes, we maintain a formal MDM program to manage and secure mobile devices accessing our systems and data.
Yes, we perform annual third-party penetration testing to identify and remediate security vulnerabilities.
Yes, we maintain a comprehensive disaster recovery plan to ensure business continuity in the event of system failures or disasters.
Yes, our subprocessors list is available and regularly updated.
Yes, we maintain cyber insurance coverage to protect against cyber incidents and data breaches.
Yes, we have processes in place to delete customer data upon request in accordance with our data retention policies and applicable regulations.
Yes, we use a centralized IAM solution with SSO capabilities to manage employee access to our systems.
Yes, we maintain a comprehensive privacy policy that outlines our data handling practices.

Subprocessors

Okta Inc. (Okta Workforce Identity & Auth0)

Used for secure identity and access management across our organization, and external identity and access management across our services.

Data location: United States

Google Cloud Platform (Google LLC, USA)

Cloud infrastructure, hosting, data storage, and AI/ML processing

Data location: United States

SendGrid (Twilio Inc., USA):

Transactional email delivery to travelers

Data location: United States

Stripe (Stripe Inc., USA)

Payment processing for traveler transactions

Data location: United States

Mollie (Mollie B.V., Netherlands)

Payment processing for traveler transactions

Data location: Netherlands

Zendesk (Zendesk Inc., USA)

Customer support platform, storage and processing of traveler support interactions

Data location: United States

Zapier (Zapier Inc., USA)

Workflow automation platform, processing of traveler personal data during automated data transfers between systems

Data location: United States

Ninja Partners, LLC

Traveler support services operating under Sherpa's instructions within Sherpa's systems

Data location: United States

Team Karimganj Technology Solutions Private Limited

Traveler support services operating under Sherpa's instructions within Sherpa's systems

Data location: India

Monitoring

Continuously monitored by Secureframe
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Compliance

GDPR

SOC 2 Type 2

PCI

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Monitoring

Change Management

Configuration and Asset Management Policy
A Configuration and Asset Management Policy governs configurations for new sensitive systems
Production Data Use is Restricted
Production data is not used in the development and testing environments, unless required for debugging customer issues.
Segregation of Environments
Development, staging, and production environments are segregated.
Software Change Testing
Software changes are tested prior to being deployed into production.
Baseline Configurations
Baseline configurations and codebases for production infrastructure, systems, and applications are securely managed.
Change Management Policy
A Change Management Policy governs the documenting, tracking, testing, and approving of system, network, security, and infrastructure changes.
Secure Development Policy
A Secure Development Policy defines the requirements for secure software and system development and maintenance.

Availability

Testing the Business Continuity and Disaster Recovery Plan
The Business Continuity and Disaster Recovery Plan is periodically tested via tabletop exercises or equivalents. When necessary, Management makes changes to the Business Continuity and Disaster Recovery Plan based on the test results.
Uptime and Availability Monitoring
System tools monitors for uptime and availability based on predetermined criteria.
Business Continuity and Disaster Recovery Policy
Business Continuity and Disaster Recovery Policy governs required processes for restoring the service or supporting infrastructure after suffering a disaster or disruption.
Backup Restoration Testing
Backed-up data is restored to a non-production environment at least annually to validate the integrity of backups.

Organizational Management

New Hire Screening
Hiring managers screen new hires or internal transfers to assess their qualifications, experience, and competency to fulfill their responsibilities. New hires sign confidentiality agreements or equivalents upon hire.
Background Checks
Background checks or their equivalent are performed before or promptly after a new hires start date, as permitted by local laws.
Performance Review Policy
A Performance Review Policy provides personnel context and transparency into their performance and career development processes.
Internal Control Policy
An Internal Control Policy identifies how a system of controls should be maintained to safeguard assets, promote operational efficiency, and encourage adherence to prescribed managerial policies.
Performance Reviews
Internal personnel are evaluated via a formal performance review at least annually
Organizational Chart
Management maintains a formal organizational chart to clearly identify positions of authority and the lines of communication, and publishes the organizational chart to internal personnel.
Information Security Program Review
Management is responsible for the design, implementation, and management of the organization’s security policies and procedures. The policies and procedures are reviewed by management at least annually.
Internal Control Monitoring
A continuous monitoring solution monitors internal controls used in the achievement of service commitments and system requirements.
Roles and Responsibilities
Information security roles and responsibilities are outlined for personnel responsible for the security, availability, and confidentiality of the system.
Personnel Acknowledge Security Policies
Internal personnel review and accept applicable information security policies at least annually.
Independent Advisor
The board of directors or equivalent entity function includes senior management and external advisors, who are independent from the company's operations. An information security team has also been established to govern cybersecurity.
Acceptable Use Policy
An Acceptable Use Policy defines standards for appropriate and secure use of company hardware and electronic systems including storage media, communication tools and internet access.
Cybersecurity Insurance
Cybersecurity insurance has been procured to help minimize the financial impact of cybersecurity loss events.
Security Awareness Training
Internal personnel complete annual training programs for information security to help them understand their obligations and responsibilities related to security.
Disciplinary Action
Personnel who violate information security policies are subject to disciplinary action and such disciplinary action is clearly documented in one or more policies.
Information Security Policy
An Information Security Policy establishes the security requirements for maintaining the security, confidentiality, integrity, and availability of applications, systems, infrastructure, and data.
Advisor Meetings on Security
Senior management and/or board of directors meets at least annually to review business goals, company initiatives, resource needs, risk management activities, and other internal/external matters. The information security team meets at least annually to discuss security risks, roles & responsibilities, controls, changes, audit results and/or other matters as necessary.
Code of Conduct
A Code of Conduct outlines ethical expectations, behavior standards, and ramifications of noncompliance.

Confidentiality

Data Retention and Disposal Policy
A Data Retention and Disposal Policy specifies how customer data is to be retained and disposed of based on compliance requirements and contractual obligations.
Data Classification Policy
A Data Classification Policy details the security and handling protocols for sensitive data.
Retention of Customer Data
Procedures are in place to retain customer data based on agreed-upon customer requirements or in line with information security policies.
Disposal of Customer Data
Upon customer request, Company requires that data that is no longer needed from databases and other file stores is removed in accordance with agreed-upon customer requirements.

Vulnerability Management

Third-Party Penetration Test
A 3rd party is engaged to conduct a network and application penetration test of the production environment at least annually. Critical and high-risk findings are tracked through resolution.
Vulnerability and Patch Management Policy
A Vulnerability Management and Patch Management Policy outlines the processes to efficiently respond to identified vulnerabilities.

Incident Response

Incident Response Plan Testing
The Incident Response Plan is periodically tested via tabletop exercises or equivalents. When necessary, Management makes changes to the Incident Response Plan based on the test results.
Tracking a Security Incident
Identified incidents are documented, tracked, and analyzed according to the Incident Response Plan.
Incident Response Plan
An Incident Response Plan outlines the process of identifying, prioritizing, communicating, assigning and tracking confirmed incidents through to resolution.
Lessons Learned
After any identified security incident has been resolved, management provides a "Lessons Learned" document to the team in order to continually improve security and operations.

Risk Assessment

Vendor Risk Assessment
New vendors are assessed in accordance with the Vendor Risk Management Policy prior to engaging with the vendor. Reassessment occurs at least annually.
Risk Assessment and Treatment Policy
A Risk Assessment and Treatment Policy governs the process for conducting risk assessments to account for threats, vulnerabilities, likelihood, and impact with respect to assets, team members, customers, vendors, suppliers, and partners. Risk tolerance and strategies are also defined in the policy.
Risk Register
A risk register is maintained, which records the risk mitigation strategies for identified risks, and the development or modification of controls consistent with the risk mitigation strategy.
Risk Assessment
Formal risk assessments are performed, which includes the identification of relevant internal and external threats related to security, availability, confidentiality, and fraud, and an analysis of risks associated with those threats.
Vendor Risk Management Policy
A Vendor Risk Management Policy defines a framework for the onboarding and management of the vendor relationship lifecycle.
Vendor Due Diligence Review
Vendor SOC 2 reports (or equivalent) are collected and reviewed on at least an annual basis.

Network Security

Network Traffic Monitoring
Security tools are implemented to provide monitoring of network traffic to the production environment.
Network Security Policy
A Network Security Policy identifies the requirements for protecting information and systems within and across networks.
Restricted Port Configurations
Configurations ensure available networking ports, protocols, services, and environments are restricted as necessary, including firewalls.
Endpoint Security
Company endpoints are managed and configured with a strong password policy, anti-virus, and hard drive encryption

Access Security

Complex Passwords
Personnel are required to use strong, complex passwords and a second form of authentication to access sensitive systems, networks, and information
Unique Access IDs
Personnel are assigned unique IDs to access sensitive systems, networks, and information
Asset Inventory
A list of system assets, components, and respective owners are maintained and reviewed at least annually
User Access Reviews
System owners conduct scheduled user access reviews of production servers, databases, and applications to validate internal user access is commensurate with job responsibilities.
Access Control and Termination Policy
An Access Control and Termination Policy governs authentication and access to applicable systems, data, and networks.
Encryption and Key Management Policy
An Encryption and Key Management Policy supports the secure encryption and decryption of app secrets, and governs the use of cryptographic controls.
Encryption-at-Rest
Service data is encrypted-at-rest.
Removal of Access
Upon termination or when internal personnel no longer require access, system access is removed, as applicable.

Physical Security

Physical Security Policy
A Physical Security Policy that details physical security requirements for the company facilities is in place.

Communications

Confidential Reporting Channel
A confidential reporting channel is made available to internal personnel and external parties to report security and other identified concerns.
Terms of Service
Terms of Service or the equivalent are published or shared to external users.
Description of Services
Descriptions of the company's services and systems are available to both internal personnel and external users.
Communication of Critical Information
Critical information is communicated to external parties, as applicable.
Privacy Policy
A Privacy Policy to both external users and internal personnel. This policy details the company's privacy commitments.
Communication of Security Commitments
Security commitments and expectations are communicated to both internal personnel and external users via the company's website.