Question 1

Where is our data processed and stored?

Accepted Answer

With the server, wherever it stands, usually on your premises. The cloud runs in the Munich East data centre; backups are kept in a second data centre in Germany. Add-on services you enable, such as web search via Staan.ai, and additional computing power, for example from STACKIT or Mistral AI, run in the EU. If you specify your own provider, such as Microsoft Azure, we use an EU region there.

Question 2

What availability do you commit to?

Accepted Answer

We do not commit to a minimum availability. Further service levels are available on request. Support is available on working days from 9 am to 5 pm, with a first response within one working day, prioritised by severity. The annex “Support and service levels” is authoritative.

Question 3

How is responsibility split between basebox and us?

Accepted Answer

In the cloud, basebox runs the platform, including updates, backups and monitoring; you manage people, groups and sharing. With the server, you run hardware, network and backups; basebox supplies software, updates and support. The TOMs set out the split for each deployment option.

Question 4

Does basebox have an information security management system?

Accepted Answer

Yes. The ISMS of basebox GmbH is certified to ISO/IEC 27001:2022, with data protection and security policies and annual surveillance audits. The scope covers development, implementation and operation of the software.

Question 5

Does the certificate also cover our server?

Accepted Answer

No. The certificate covers basebox as a supplier; for a server on your premises, that means the software and its supply chain. Operating the server is covered by your own ISMS.

Question 6

How does basebox check that its measures work?

Accepted Answer

Regularly and when there is cause: through security and data protection reviews, analysis of audit reports and logs, and tests of backup and recovery. Findings feed into improvements and training.

Question 7

Whom do we contact about data protection and security?

Accepted Answer

Our data protection officer at datenschutz@basebox.ai. Report security vulnerabilities to security@basebox.ai.

Question 8

Are basebox staff bound to confidentiality?

Accepted Answer

Yes, all of them. Only those who need access to personal data for the service have it. For professionals bound by secrecy, the agreement under Section 203 of the German Criminal Code (StGB) also applies, with instruction on criminal liability and written commitment of any third parties involved.

Question 9

How are staff trained?

Accepted Answer

All staff are trained in and made aware of data protection and information security. Only suitable, trained people carry out administrative tasks; deputies are defined.

Question 10

What rules apply to developers’ computers?

Accepted Answer

Every developer confirms quarterly in writing, countersigned: encrypted disk, screen lock after 10 minutes, security updates within 5 days, two-factor sign-in where possible, remote access only via VPN. Production data is never stored locally, secrets never in version control.

Question 11

Which data centre does the cloud run in?

Accepted Answer

noris network AG, at its Munich East site. noris provides floor space, power and connectivity. We provide the data centre’s certificates and access controls on request.

Question 12

Who has physical access to the cloud servers?

Accepted Answer

The data centre staff and our hardware partner FAST LTA, which owns and maintains the servers. Both are on the list of sub-processors.

Question 13

Who is responsible for the server’s physical security?

Accepted Answer

You, if the server stands on your premises. If it stands in our data centre, basebox is responsible for access, rack, power, cooling and fire protection.

Question 14

How is capacity planned?

Accepted Answer

In the cloud, basebox scales within the agreed number of people; exceptional loads may require a separate quote. For the server, the size depends on how many people ask questions at the same time.

Question 15

How does basebox protect against malware?

Accepted Answer

Uploaded documents are read in an isolated process. Content from web search arrives as plain text only; scripts and active content are removed. The backend is written in Rust, a memory-safe language.

Question 16

How is the cloud backed up?

Accepted Answer

Daily and encrypted, in a second data centre in Germany, kept for 30 days. Before every update, we also back up the database.

Question 17

Who backs up the server?

Accepted Answer

You, with your own tools. basebox has no copy and no access. The entire state lives in the databases and one data directory; the documentation recommends daily backups and a monthly restore test.

Question 18

Are restores tested?

Accepted Answer

Yes, restore tests are part of our TOMs. We provide details on scope and frequency on request.

Question 19

What does basebox log?

Accepted Answer

The audit log records who did what and when: sign-ins and failed attempts, permission changes, configuration, connectors, chats, documents, workflows and exports. It contains only identifiers, no names or e-mail addresses.

Question 20

Can anyone change the audit log or delete entries?

Accepted Answer

No. The database only accepts new entries and rejects changes and deletions. Entries expire only at the end of the configured retention period.

Question 21

How long are logs kept?

Accepted Answer

The audit log for 6 months; your administrator can set 3 to 36 months. System logs are deleted after 7 days unless you configure otherwise.

Question 22

Is the content of questions and answers logged?

Accepted Answer

Only if your organisation switches on detailed logging; everyone then sees a notice in the chat that cannot be turned off. Passwords, keys and connector credentials never appear in the log.

Question 23

Can we feed the audit log into our SIEM?

Accepted Answer

Today we export the audit log on request as CSV or via REST and hand it over to you. Automatic forwarding to your SIEM is not available yet.

Question 24

Who monitors operations?

Accepted Answer

In the cloud, basebox: we monitor the environment technically, analyse logs for unusual events and log administrative access to the infrastructure. With the server, your IT monitors; with an operations contract, basebox monitors its own software components.

Question 25

How does basebox find vulnerabilities?

Accepted Answer

Every release goes through dependency checks for known vulnerabilities (CVE) and static code analysis; a known vulnerability makes the release fail. We also track vulnerability information continuously and commission penetration tests.

Question 26

Has there been a penetration test?

Accepted Answer

Yes. In November 2025, external testers examined the cloud’s web application, interfaces and sign-in as a white-box test with source code, following OWASP Top 10 and OWASP API Security Top 10. Critical findings have been fixed.

Question 27

Who installs security updates, and how quickly?

Accepted Answer

Updates are included in the licence. In the cloud, basebox installs them, urgent security updates also outside the maintenance window. With the server and no operations contract, you install them and review urgent security updates without delay.

Question 28

How do we hear about new versions?

Accepted Answer

By e-mail, with release notes for every version. Nothing installs itself automatically on the server.

Question 29

How do we report a vulnerability?

Accepted Answer

To security@basebox.ai. We confirm receipt within two working days; the contact details are available in machine-readable form in security.txt.

Question 30

How are customers separated from each other in the cloud?

Accepted Answer

Each organisation gets its own virtual Kubernetes environment and its own user directory (Keycloak). The environments run on a shared server.

Question 31

Do customers share the AI model?

Accepted Answer

In the cloud, yes by default: computing power and AI model are shared; each request is processed without permanent storage and remains logically separated. On request, we agree an AI model for your organisation alone; you will find the price in your personal quote.

Question 32

How is the server separated?

Accepted Answer

A server belongs to exactly one customer. GPUs are shared only by your own services.

Question 33

What applies in the starter environment?

Accepted Answer

New accounts start in a shared environment at Hetzner in Nuremberg, logically separated from each other and with a shared user directory. For health data and other special categories under Art. 9 GDPR, we recommend the cloud or the server.

Question 34

How do people sign in?

Accepted Answer

Via Keycloak with OpenID Connect (authorisation code flow with PKCE); basebox itself never sees a password. Your user directory is connected via LDAP, OIDC or SAML, for example Active Directory or Entra ID.

Question 35

Is there two-factor sign-in?

Accepted Answer

Yes, as a switch per organisation: with an authenticator app (TOTP), optionally by SMS via a gateway you connect.

Question 36

Who sets password rules, session length and lockout after failed attempts?

Accepted Answer

Your administrator, in the Keycloak settings. With every request, basebox checks the signature, expiry and issuer of the sign-in.

Question 37

What roles and permissions are there?

Accepted Answer

Deliberately few roles: people and administrators. Whoever builds an app shares it with groups or people, to use or to edit; sharing an app never shares data. Groups come from your user directory; changes there also apply in basebox.

Question 38

Do permissions also apply to individual documents in an app?

Accepted Answer

No. Anyone allowed to use an app reaches all documents stored in it. Through connectors, however, the person’s permissions in the respective system apply.

Question 39

How do connectors access our systems?

Accepted Answer

With the person’s own access; there is no shared service account. Credentials are stored per person and never displayed; the target system enforces its permissions. Writing is off by default.

Question 40

Who at basebox can access our data in the cloud?

Accepted Answer

Our operations staff have technical access to databases, files and logs, only for operations and on a need-to-know basis. Every access is logged; we do not look at content. You receive the operations permission concept on request.

Question 41

Does basebox have access to our server?

Accepted Answer

No, not without an operations contract. Remote maintenance happens only on your instruction: via VPN, bastion host or similar, time-limited, approved by you, logged and revocable at any time. After every maintenance window, you receive a report.

Question 42

Who has technical access to the hardware?

Accepted Answer

In the cloud, FAST LTA, our hardware partner, for provisioning, maintenance and hardware service; for this, FAST LTA is a sub-processor. With the server, you buy hardware and service contract from FAST LTA; there, FAST LTA is your contractual partner and not a sub-processor of basebox.

Question 43

Is data in transit encrypted?

Accepted Answer

Yes. From outside, basebox is reachable only via HTTPS on port 443, with your certificate on the server and ours in the cloud.

Question 44

And between services inside the platform?

Accepted Answer

Inside the cluster, services communicate over a private network without their own encryption. Where a connection crosses hosts or security zones, for example to a separate GPU server, TLS is mandatory; TLS to the database can be enforced.

Question 45

Is stored data encrypted?

Accepted Answer

The application does not encrypt stored data itself; it is protected by encrypted storage. With the server, you set this up; for the cloud, we provide the details on request. Cloud backups are encrypted.

Question 46

How are passwords and secrets protected?

Accepted Answer

Keycloak stores passwords of local accounts only as hashes. Database passwords and keys are held as Kubernetes or Docker secrets, separated per service, and never appear in the browser or in logs.

Question 47

What is reachable from outside?

Accepted Answer

A single entry point via HTTPS for interface and sign-in. All other services talk only to each other internally; people never have a connection to the AI model or to target systems.

Question 48

Does the server open connections to the outside?

Accepted Answer

Not by default: no telemetry, no licence check, no update polling. Only what you set up goes out, such as web search, an external model, connectors, an SMS service or your SIEM.

Question 49

Does basebox run without internet?

Accepted Answer

Yes, the server runs entirely without internet, with AI model, documents, apps, permissions and audit log. Software and models arrive as an offline package via your internal repository; only web search is unavailable.

Question 50

Where may a connector open connections?

Accepted Answer

Only to the destinations approved for it; web search reaches only its provider. Connections to connectors and to the AI model are opened only by the basebox server, never by the person’s device.

Question 51

How do we get our data back when the contract ends?

Accepted Answer

At your choice, we return the data or delete it, unless a statutory retention obligation applies. In the cloud, we support export in a common format, as agreed with you; we then decommission and delete your environment.

Question 52

What happens to the backups?

Accepted Answer

Deleted data disappears from the cloud backups when they expire after 30 days. With the server, you decide how long to keep backups.

Question 53

How is data deleted during operation?

Accepted Answer

People delete their own chats and documents; administrators delete people and everything that belongs to them. When a document is deleted, basebox removes the original, the extracted text and the search index.

Question 54

Who deletes on the server?

Accepted Answer

You. With the server, you are responsible for backup, export, retention and deletion.

Question 55

Through which interfaces does data leave the platform?

Accepted Answer

Through a REST interface with a separate key per person, which can be revoked and whose use is logged. There is also the CSV export of the audit log. basebox relies on open standards such as OIDC, SAML, LDAP and PostgreSQL.

Question 56

What is basebox built with?

Accepted Answer

The backend is written in Rust, a memory-safe language without a runtime. The interface is a Vue 3 application that talks to the backend via GraphQL; for your own applications, there is REST and an OpenAI-compatible interface. Sign-in via Keycloak, data in PostgreSQL, operation as containers on Kubernetes.

Question 57

How is a release checked and approved?

Accepted Answer

Before every release, static code analysis, dependency and known-vulnerability checks, unit tests, a test installation and manual quality assurance run. Releases are approved under the four-eyes principle.

Question 58

Is there a software bill of materials (SBOM)?

Accepted Answer

Yes, generated automatically for every release. Customers see it in full in their basebox; before purchase, we send it on request. We will implement further obligations under the Cyber Resilience Act by December 2027.

Question 59

Where do software and AI models come from?

Accepted Answer

As versioned container images from the basebox registry or as an offline package, installed via Helm chart. A model register documents the origin, version and licence of every AI model.

Question 60

Are the images signed?

Accepted Answer

Not yet; signing is in preparation. Until then, image digests prove that the images are unchanged.

Question 61

How are changes made traceable?

Accepted Answer

Every version has release notes and a changelog. Database migrations are numbered, secured by checksum and run forwards only; a database backup is mandatory before every update.

Question 62

Which sub-processors does basebox use in the cloud?

Accepted Answer

noris network (Munich East data centre) and FAST LTA (servers and hardware service). For additional computing power, we use providers such as STACKIT or Mistral AI in the EU, or the provider you specify, for example via your framework agreement with Microsoft Azure. The list shows which ones work for you. Providers you engage and connect yourself are not sub-processors of basebox.

Question 63

How do we learn about changes to sub-processors?

Accepted Answer

We inform you in advance with reasonable notice. You may object on important data protection grounds.

Question 64

Is our data used for training?

Accepted Answer

No. We only use AI service providers whose contract excludes training on the data transmitted.

Answers for your security review.

Location and service levels

Organisation and policies

Staff

Data centre and physical security

Operations: capacity, malware, backups

Logging and monitoring

Vulnerabilities and updates

Separation of organisations

Sign-in and permissions

Access by basebox

Encryption

Network and communication

Data return and deletion

Development and changes

Suppliers and sub-processors

Security incidents

Emergencies and recovery

Compliance and evidence

Requests from authorities

Settings for your security