RecordPoint Platform Service Description
Table of Contents
Overview
The RecordPoint Platform provides organizations with a cloud-based information governance platform that is comprehensively operated and managed.
RecordPoint has an adaptable layer of intelligence that connects all your data and content across platforms, helping you achieve greater operational efficiency while keeping data compliant and reducing risk.
On-going assessment, proactive monitoring, and reporting of the service along with a continuous update process, enables a hassle-free compliance with your information governance requirements.
The RecordPoint Platform is available in multiple geographies to maintain customer data sovereignty.
High availability and continuous replication of data enable service continuity should the primary data stores fail. High availability and replication within a data center region are included in the Subscription Services.
RecordPoint is continually searching for new ways to improve our products and services. Here are just a few of the ways we’re continually improving our technology, subject matter expertise, and commitment to ongoing innovation.
Global reach with multiple data centers
In addition to our existing U.S. data center, we’ve expanded our customers’ global reach with data centers in Canada, the UK, and Australia, with more additions planned.
Evergreen upgrades
RecordPoint is always evolving. We are relentless in our pursuit to provide the best experience so that you can manage your information with an ever-growing suite of features and functions.
Extensive Connector framework
We consistently release new connectors that help you extend advanced governance across multiple sources, including Microsoft® Exchange Online, Salesforce®, Microsoft Teams®, and others. Our Connector framework allows for connection to hundreds of the business systems your business relies on. Whatever the system or use case, Connectors enable your information to be managed in an automated and compliant manner.
Your trusted partner
We understand security is paramount for our customers. In this trust portal, you’ll find information about how RecordPoint keeps your information secure.
Pricing
Our variety of plans and rate-based licensing model help make it more affordable for any organization to subscribe to and implement the RecordPoint Platform.
Architecture
The RecordPoint Platform consists of four major components:
- Intelligence Pipeline
- Connector Framework
- Search Functionality
- Secure by Design
The Intelligent Pipeline engine sits at the heart of RecordPoint. It is responsible for processing ingested objects from content sources and categorizing items using a powerful rules engine. Only the metadata of an object is required to be ingested into RecordPoint. The file or document remains in place in the content source and can be edited by users in the content source.
The engine allows customers to create a unified set of rules for applying information governance policies across all connected content sources.
Integrate data with RecordPoint using our robust API (Application Programming Interface) which allows extraction and manipulation of data, process automation, and the creation of custom integrations to meet specific business needs.
RecordPoint Connectors Framework allows RecordPoint to easily manage content in multiple, heterogeneous content sources. A rich REST-based API surface allows content sources and types not natively supported to be rapidly integrated.
The Search Functionality component provides users with the ability to search through vast amounts of structured, semi-structured, and unstructured data that is being managed by RecordPoint.
Secure by Design: RecordPoint federates with the customer’s MS Entra/Azure AD to provide a seamless single sign-on (SSO) experience for users needing to access the RecordPoint web portal. As a result, users can use their corporate credentials to sign in. In addition, any authentication policies, such as multi-factor authentication, are respected.
All service components are hosted on Microsoft Azure using a mix of virtualized compute resources and Platform as a Service (PaaS)offerings.
All service components are built to be fault tolerant with multiple levels of redundancy. Processing tasks carried out by the service are spread across a cluster of compute nodes. Compute clusters are resilient to single and multi-node failures. Furthermore, compute clusters can be rapidly scaled to provide additional throughput when processing demand peaks. Storage& backup components of the service are geographically redundant.

Cloud Locations
RecordPoint operates out of Microsoft Azure data centers in four major geographical regions: North America, Canada, Europe, and Asia Pacific. We operate our global operations center (GOC) out of Sydney, Australia, and Seattle, USA providing true global “follow the sun” capability.
Commercial Model
NB. The specific terms of your license may differ from what is described below. Please refer to the signed Order Form for confirmation of the specific model and terms of your subscription.
Overview
The RecordPoint Platform uses a plan-based reserved capacity pricing model.
The Subscription Services are available as a subscription for an annual subscription fee based on the RecordPoint plan and add-ons chosen by the customer, as set forth on a Purchase Order.
The RecordPoint plan and add-ons become fixed components of the minimum contracted service, determining the final annual price charged to a customer. Billing occurs annually in advance during the Term set forth in the Purchase Order.
Additional add-ons or plan changes after the initial Purchase Order is signed will be documented in a follow-on Purchase Order and invoiced in advance, pro-rated for the remainder of the then-current Term. The Subscription Services will automatically renew each year, as further described in the Terms of Service and the applicable Purchase Order.
RecordPoint Platform Rate-Based Plans

Feature Add-ons
Additional connectors
The Connector framework allows for connection to hundreds of business systems. As most enterprise systems used today have characteristics unique to your organization, there may be additional costs for configuration.
File Analysis
Connect any unstructured file shares, such as SAMBA, Windows, Azure, AWS, etc. Assess for duplicates, ROT, PII, and PCI data. Data stays within your secure environment during the analysis.
Metadata Enrichment
Enriches the existing metadata by incorporating consistent and relevant additional information from external or third-party systems.
Classification Intelligence
Machine learning (ML) powered classification. Fully-integrated ML feature using text, Image, Optical Character Recognition (OCR). Train an ML model against thousands of categories.
Enterprise search
Enables search functionality that examines the textual information within documents or data sets rather than just metadata.
Content Sampling
The Content Sampling feature efficiently handles binary ingestion by storing only essential binaries for a short duration. This enables ML model training without storing all binaries in RecordPoint, a requirement often sought by Financial Services customers.
Binary versions
An evergreen document with version history enables organizations to track and access all record versions, facilitating timely and accurate transfers and downloads for internal and external needs.
Infrastructure add-ons
Powerboost
A Powerboost refers to a specific timeframe during which you can increase the number of Transactions per day for a specified period.
Multi Geo SPO
Allows for the management of customers who have multi-geo OneDrive and SharePoint Online infrastructure geographically separated.
Multi Tenancy
Allows for the management of customers who have multi-tenancy solutions, e.g. A single Active Directory and multiple RecordPoint Platform instances.
Remote Blob Storage
For organizations who want more control of their data, remote blob storage allows customers to use their own Azure storage to store binaries, rather than using RecordPoint’s secure storage facility.
IRAP
Allows customer to ensure that their environment remains IRAP certified.
SIEM Connectivity
Allows for the shipping of event log information directly to customer’s SIEM.
Private Link
Guaranteed private link between RecordPoint and the customer's systems.
Consulting Services
Consulting services are considered extra and are charged at pre-agreed rates in addition to the service fee, as set forth in the applicable Purchase Order/SOW.
Service Responsibilities
The table below provides a high-level description of the Parties’ respective responsibilities when operating the RecordPoint Subscription Services.
Customer responsibility
RecordPoint responsibility
Subscription Service Exclusions
In addition to the boundaries of the Subscription Services, the Subscription Services specifically exclude the following:
- Microsoft Office 365, other content sources, or the RecordPoint Platform configuration and solution onboarding.
- Data migration and initial records submission.
- Network access or interconnection.
- Identity federation.
- Customer-specific security requirements.
- Custom certificates and other customer-specific hardware and software requirements.
- Customer-specific solutions or system integration.
- Any item not explicitly described in the section Service Elements.
Prerequisites
Client Access
RecordPoint is designed to work with the following software:
- The current version of Edge and Chrome desktop browsers.
- The current version of Chrome for Android and IOS and Apple Safari on IOS.
All communication with the Subscription Service is conducted over a TLS connection to enhance security.
Although RecordPoint does not recommend that you connect to the RecordPoint platform using older browsers and clients, RecordPoint will use commercially reasonable efforts to provide limited support as long as its manufacturer supports that software.
Specifically, if you continue to use older browsers and clients:
- RecordPoint won’t deliberately prevent you from connecting to the service.
- RecordPoint won’t provide code fixes to resolve problems related to those clients, but it will offer security fixes as needed.
- The quality of the user experience will diminish over time.
For the best experience using the RecordPoint Platform, we recommend always using the latest browsers, Microsoft® Office clients, and apps. We also recommend that you install software updates as soon as they become available.
OpenID Connect Compatible Directory (e.g. MS Entra/Azure AD)
RecordPoint leverages your OpenID compatible directory (such as MS Entra/Azure AD) to authenticate and authorize end-users as well as connect to remote content sources via the Connector framework. MS Entra/AzureAD or an alternative OpenID conforming directory is a prerequisite for usage of the Subscription Services. The customer-provided directory manages role assignments that provide end-users access to the RecordPoint portal through the directory.
Network Connection
The RecordPoint platform is hosted entirely within Microsoft Azure and is available on the public Internet. One or more network connections to the public Internet will be required in order to connect a customer’s network to the platform. All communication with the service is conducted over a TLS-secured connection.
Binary Protection
The binary protection feature of RecordPoint is not intended to substitute, in any way, shape, or form, backups of the binaries (i.e., Word, Excel documents) in the content source(s) that are being managed by RecordPoint. The client is responsible for ensuring that appropriate backup and restore capabilities are in place to protect content in the managed content source(s). RecordPoint binary protection supports binaries up to 500 MB in size. Any binary that exceeds this limit will not be protected by RecordPoint.
Features in Preview
To obtain our customers’ early feedback and involve them in our Product development process, RecordPoint might make features available in a preview-only mode. These features are made available to our customers with the following conditions.
Preview Features:
- Are not covered by our Standard Level Agreement;
- Are not covered by RecordPoint Support;
- May have limited or restricted functionality;
- May be available only in selected geographical regions.
Backup and Redundancy
Backup and Restore
RecordPoint has technical and operational controls in place to ensure that customer data is backed up in a secure and redundant manner.
All RecordPoint customer data is backed up at the following frequency:
- Full backups are taken once a week.
- Differential backups are taken twice a day.
- Transaction log backups are taken every 5 minutes.
Backups are stored in a geographically redundant manner, ensuring backups are available even in the event of a data center-level failure.
Backups are encrypted at rest using AES-256-bit encryption.
Backups are retained for up to 7 days.
These technical controls have been implemented to ensure that RecordPoint customers incur minimal data loss in the event of a disaster or service outage.
Service Continuity and Disaster Recovery
RecordPoint uses a variety of technical controls as well as a distributed service architecture to maximize service availability.
Using a distributed service architecture, RecordPoint is able to spread processing tasks across clusters of compute nodes, thereby eliminating service availability impacts of individual compute nodes failing.
In addition, the following technical controls are in place to maximize service availability:
- Service load balancing across compute clusters.
- Persistent message queuing to enable service components to pass durable messages to each other.
- Cloud-scale domain name systems (DNS).
- Segmentation of compute clusters into separate availability sets and update domains.
- Availability sets ensure that compute nodes within the same availability set are serviced by the same physical hosts, storage units, and network switches.
- Update domains ensure that updates are applied in a rolling fashion (one-by-one)across a single compute cluster.
- Storage redundancy to ensure that critical service data, such as customer data, is stored across multiple data centers.
RecordPoint tests service continuity and disaster recovery automation and procedures annually to ensure that these align with the RPO and RTO below.
Recovery Point Objective
The Recovery Point Objective (RPO) represents the maximum amount of time for which data loss may occur in the event of a service outage.
RecordPoint currently offers an RPO of twelve (12) hours for the RecordPoint platform.
Recovery Time Objective
The Recovery Time Objective (RTO) represents the maximum time before the service becomes operational again after a service outage.
RecordPoint currently offers an RTO of forty-eight (48) hours for the RecordPoint Platform.
Limitations
The above RTO commitment is not applicable when the underlying base Azure platform is experiencing a complete outage in any of the Azure regions in which RecordPoint is hosted. In such scenarios, the RTO commitment only becomes effective once the impacted Azure region has recovered from the outage. The RecordPoint service has been designed to minimize data loss in the event of a service disruption by ensuring that connectors can track their progress of synchronizing changes from a connected content source in a durable way. This allows connectors to simply resume operation from where they left off prior to a service disruption.
Security and Risk Management
At RecordPoint, we understand that the security and privacy of your data are of utmost importance. As a trusted SaaS provider, we have implemented robust security measures to protect your data and ensure compliance with data protection regulations. RecordPoint has a rigorous set of technical and policy-based controls in place to ensure that customer data is kept secure and confidential.
The following controls are enforced by RecordPoint as part of the operation of the RecordPoint Subscription Services:
Security Certifications
SOC2 Type 2
RecordPoint undergoes SOC 2 Type 2 audits to verify that technical and policy controls governing the security, availability and confidentiality of the RecordPoint Platform are operating correctly.
As part of the audit process, RecordPoint is assessed against the following trust service principles:
- Confidentiality – maintain all customer data as confidential.
- Security – protect the service against unauthorized access.
- Availability – maintain service availability for operation and use as committed or agreed.
A 3rd party auditor verifies that these controls and policies pertaining to the trust service principles are operating through a series of on-site interviews, control demonstrations and evidence-based analysis.
The latest SOC 2 Type 2 report can be made available upon request by emailing trust@recordpoint.com
IRAP Assessed to PROTECTED
RecordPoint has been assessed by an independent 3rd party assessor accredited under the Australian Federal Government’s IRAP Assessment Program.
The assessment includes a review of both the RecordPoint Platform and RecordPoint as an organization against the requirements of the Australian Government Information Security Manual (ISM) to store PROTECTED classified data.
The latest IRAP Assessment can be made available upon request by emailing trust@recordpoint.com
UK Cyber Essentials
RecordPoint has been certified against the UK National Cyber Security Centre’s Cyber Essentials standard. The latest Cyber Essentials certificate can be found using the NCSC Certificate search or by emailing trust@recordpoint.com
Service Updates
Maintenance Windows
Maintenance windows enable planned service interruptions so that essential maintenance, repairs, housekeeping or service upgrades can be carried out.
Such windows will be raised and notified through the change management process. Notification and approval will include, but not be confined to, the primary customer contact.
Service Updates
RecordPoint is an evergreen service, and service updates are regularly applied to the RecordPoint Platform. Service updates incur no downtime, and the RecordPoint Platform will remain available for the duration of the update being applied.
In special circumstances, RecordPoint may need to perform more complex service updates where the RecordPoint Platform becomes temporarily unavailable. In such cases, RecordPoint will schedule a maintenance window.
Service Monitoring and Management
The service provides a fully managed and supported records management service consisting of:
- The RecordPoint Platform includes a secure managed networking, compute, storage, and platform infrastructure.
- The RecordPoint support portal provides the ability to log and track service incidents, resolution of acknowledged service bugs and processing of enhancements, and access to RecordPoint online resources.
- The background IT service and system management systems that are used to provide issue, problem, incident, change and release management.
Systems Management
Various systems are in place to ensure that the systems underpinning RecordPoint are properly managed and monitored. These consist of:
- Help Desk System – System for clients to log support requests and work with RecordPoint support representatives:
o In our Australian data center, privileged accounts with access to sensitive data are only granted to Australian citizens. - Application Monitoring Tools:
o Realtime monitoring of critical application and infrastructure metrics.
o Realtime alerting based of the metrics collected using the monitoring tooling.
o Historical reporting for trend and capacity analysis. - Security Monitoring:
o Continuous vulnerability assessments for virtual hosts and virtual networks.
o Realtime monitoring of network traffic and security events for threat analysis and protection. - Backup Tools – Capabilities such as virtual machine snapshotting and backup of critical storage components.
- Change Tracking System – Platform for raising, evaluating and tracking changes to production systems.
- Source Control System – Platform for engineers to submit and peer review enhancements and bug fixes to the various components that make up the service.
Service Monitoring and Capacity Management
The RecordPoint service is monitored 24 hours per day by our Site Reliability Engineering (SRE) team.
Applications, virtual hosts, networks, and storage are continuously monitored to ensure the service operates within desired service levels. Capacity is monitored to ensure that there are adequate compute, storage and networking resources to support the current service utilization plus any anticipated growth in utilization.
We also store anonymous data that allows us to track system trends, user activity, and the technical effects of onboarding new customers and new releases.
Anonymous age data is collected for capacity planning and monitoring purposes.
The following table shows indicative response times to proactively monitored events.
Support
RecordPoint provides support services to RecordPoint customers to ensure that any issues and questions encountered are resolved promptly.
RecordPoint offers a “follow-the-sun” support model in which support tickets are handled by and passed between support desks for increased responsiveness and around-the-clock support.
Upon commencement of the service, customers are onboarded to the RecordPoint support portal, which can be used to log support tickets (service requests) and access the RecordPoint knowledge base.
Support desks are situated in the locations listed below. Each support desk has its own dedicated phone number.
- Sydney, Australia.
- Seattle, United States.
Support Entitlements
The following tables describe the support entitlements included in each RecordPoint plan.
A RecordPoint support engineer will assess new service requests and adjust the priority, if necessary, in line with the priority levels described below.
Service Request Priorities
The following table describes how RecordPoint support assesses the priority of a new service request.
Service Request Logging
Service request logging is provided via web support portal, email and telephone.
The fastest method to get a response and a Support Engineer working on your problem is using the RecordPoint support portal. Regardless of whether service requests are logged by web, email or telephone, they are managed using the customer support portal and this will be the place where progress on support calls is reported and managed.
Onboarding and Offboarding
Service Activation
The RecordPoint service activation process consists of capturing information in the Service Data Sheet and various forms and documents that outline the service requirements, including production, staging and development service instances, site, and contact details.
Information relevant to service activation includes items such as:
- Security requirements, including identity and access requirements.
- Number of records.
- Content sources to be managed.
- Estimated content size in TB by content source (if archiving).
- RecordPoint administrators.
- Customer contacts for the service.
Depending on the customer's needs, the RecordPoint offloading process service may incur additional costs charged on a cost recover basis.
The activation process then consists of the following:
- Appointment of an Onboarding Manager for the customer.
- Onboarding kick-off meeting.
- Provision of information.
- Service delivery enablement and acceptance.
Service Activation Pre-requisites
The following are pre-requisites to onboarding:
- Signed Customer Purchase Order.
- Approved Migration Plan.
The Migration Plan outlines the phasing of users onto the service, the major technical activities required, such as access planning, security requirements, and a plan for the initial submission of records into the RecordPoint service.
Additional Services
The following services are additional to the standard activation process and require additional scoping and investment.
- Migration Design and Implementation.
- Identity Federation.
- Other Advisory Services include network access plan, security assessment, migration readiness, etc.
- Other customer-specific onboarding activities.
Offboarding
The service deactivation process then consists of the following:
- Service deactivation according to an agreed plan between RecordPoint and the customer.
- Furnishing of final backups to customer.
- Final invoicing.
- Customer satisfaction survey.
Encryption Statement
At RecordPoint, we are committed to upholding the strictest security on information that we retain and ensuring that your information remains protected when our solutions communicate with you or on your behalf.
We have made it our policy to encrypt and secure information that travels between our RecordPoint service and user computers, information that travels between the components of our systems that communicate over the internet and for critical data at rest.
This statement summarizes the use of encryption in the RecordPoint service and related RecordPoint computer and communications systems.
Information In Transit
Transport Layer Security (TLS) secures communication transmitted over the Internet using standard encryption technology. Securing communication this way reduces the risk of interception, eavesdropping, and forgery.
In RecordPoint, our TLS usage has the following attributes:
- RecordPoint uses TLS uniformly across all publicly available services – including our Azure-hosted web services.
- RecordPoint does not make use of transport layer security prior to TLS 1.2, such as SSL 3.0or other previous versions with well-known vulnerabilities.
- For internet communication, RecordPoint uses signing and encryption certificates issued by Public Certification Authorities using SHA-256 (SHA2) and a key length of 2048. Depending on the client a typical cipher negotiation would be AES256-SHA.
- TLS configuration and cipher strength is reviewed annually by a third-party auditor that verifies the correct TLS configuration (TLSv1.2 and above) as well as the removal of weak ciphers.
Information and Data Storage
RecordPoint applies encryption at the following layers:
Transparent Data Encryption is applied to our Azure SQL (Postgres) clusters and instances to ensure that data stored is secure. All data stored by the service is secured via the Azure Storage Service through 256 bit AES encryption that is always on, cannot be turned off, and is FIPS 140-2compliant. Azure SQL for Postgres inherit network security and compliance from Microsoft Azure and provide a managed layered security model with DDoS protection, a secure gateway, SSL encrypted network traffic, native firewalls, native authentication, and finally all data is automatically encrypted by the service. This primarily protects against a scenario where the physical media(such as drives or backup tapes) are stolen and a malicious party is able to restore or attach the database and browse the data.
Backup Encryption is applied to all Azure SQL (Postgres) backups which are encrypted using AES 256-bit encryption. Backups are automatically managed by Azure.
Algorithms
Ciphers in use meet or exceed the set defined as “AES-compatible” or “partially AES-compatible” according to the IETF/IRTF Cipher Catalog or the set defined for use in the United States National Institute of Standards and Technology (NIST) publication FIPS 140-2, or any superseding documents according to the date of implementation.
Signature algorithm used is typically RSA with 2048 key length, PKCS#7.
Last updated: May 9, 2025