rafael983Q: SOC2 and AI limits
Quick questions before I grab this deal:
Security / compliance
Are you SOC 2 compliant or do you have any other security certifications (ISO, etc.)?
Asking because ticket conversations and KB content would live on your platform.
Bot training limits
How are the training character limits calculated exactly?
Do characters from uploaded docs, website content, and manual Q&A all count toward the same limit?
And if I update or retrain the bot, does that re-count characters?
Using our own OpenAI API key
If we use our own OpenAI API key, do the bot training limits still apply?
Or do only the monthly message limits apply in that case?
Thanks! š
Schiocco
Edited Dec 22, 2025A: Hi,
Happy to clarify.
1. Security / compliance
Support Board Cloud is designed with security best practices in mind. While we are not currently SOC 2 or ISO 27001 certified, the platform operates on secure, reputable cloud infrastructure on AWS with industry-standard safeguards in place, including HTTPS/TLS encryption.
All ticket conversations, knowledge base content, and AI training data are stored securely and are never shared with third parties outside of required infrastructure providers. We can provide more technical details on request.
2. Bot training limits
Training limits are calculated based on the total number of characters processed by the AI knowledge base. This includes: Manually added Q&A pairs, Uploaded documents, Crawled website content. All of these sources count toward the same character limit.
If you update, re-upload, things do not change. The limit always reflect the total chars of your latest trained contents.
3. If you use your own OpenAI API key, the AI training character limits still apply. If you want to remove all limits, use the PHP version instead.
If you need further clarification or want to review which setup best fits your use case, just let us know.
Best regards,
Federico