Purpose and scope
This policy sets out how we protect the confidentiality, integrity and availability of information in the Templace service (the Service) and in our own business.
It covers the personal data that agencies put in the Service, for which each agency is the controller and we are its processor under the Data Processing Addendum in our terms at /terms. It also covers our own business data, for which we are the controller: agency customer contacts, users' sign-in details, website enquiries, billing records and our own suppliers.
We do not claim any security certification. This policy describes the controls we have in place.
Responsibilities
The Director owns this policy and is responsible for information security at Templace.
Our contractors are bound by confidentiality. They reach agency data only under the access rules in our Who can see what policy, and only for the work they are doing for us.
Each agency is responsible for who it gives accounts to, what permissions they have, and how its staff use the Service and handle anything they download from it.
Keeping agencies' data separate and in the UK
Each agency has its own separate book of records. No agency can see another agency's data.
The Service is hosted on a server in the United Kingdom. The hosting provider is named on the Sub-processors list in our terms. Our other sub-processors are Anthropic PBC in the United States, for the AI features only, under the UK Addendum to the EU standard contractual clauses, and our own mail provider, for Templace's own notices. An agency's emails to its people go through the agency's own mail server. We give 30 days' notice of any change of sub-processor.
Identity documents, right-to-work evidence and criminal-record certificates (DBS, PVG and AccessNI) are never sent to an AI model, and a file that looks like one is refused. An agency can switch the AI features off.
Access control
Every user has their own account. Roles and permissions are set per user, so each person can see and do only what their role allows.
We never store passwords. We store only a salted hash, made with PBKDF2-HMAC-SHA-256. Sign-in sessions are held in a strictly necessary cookie marked HttpOnly, so that scripts in the page cannot read it.
Templace's own people can enter an agency's system only when the agency invites them, for a period the agency chooses and can withdraw at any time, or on reserved grounds: overdue sums after a non-payment notice, the agency being locked out and asking for help, a security incident, a legal obligation, or setting up before the agency has users. Every entry is recorded against the Templace person in the agency's audit trail and, except during set-up, the agency is emailed.
Protecting data in transit and recording changes
All traffic to and from the website and the Service uses HTTPS. TLS certificates are issued automatically.
Every change in the Service is recorded in an audit trail that the agency can see, so it can check who did what and when.
Changes and releases
Each release of the Service must pass our whole automated test suite, about 180 test suites, before it is installed. We keep the previous release so that we can roll back if a problem appears.
We keep the server's software up to date and apply security fixes promptly.
Backups
We back up the Service every night. Each backup is checked by re-opening the database and running an integrity check. Backups are stored separately from the live database and can be read only by the server's own user.
We keep the newest 14 nightly backups and the first backup of each month for 12 months. On request, we can restore an agency's data to the previous night. Our Business continuity and disaster recovery policy gives more detail.
Incidents
Anyone at Templace who suspects a security incident must tell the Director at once. We will contain it, investigate it and record what happened and what we changed as a result.
If an incident affects personal data in the Service, we tell the affected agency without undue delay, so that it can decide whether to report it to the ICO and tell the people affected. Our Personal data breach and incident response policy sets out the steps and timescales.
Agencies and users should report a suspected incident to us straight away at terry@hilliernet.co.uk or on 07789 938284.
Review
The Director reviews this policy at least once a year, and after any significant incident or change to the Service.
Information security · version 1.0 · approved 27/10/2026 · next review 27/10/2027. Templace is a trading name of TWH Holdings Limited, company number 10663539, Meadway, Mill Road, Writhlington, Radstock, BA3 5TY.