Contact Our Security Team
One address reaches the people who can act: security@fintrahub.com. It routes vulnerability reports, privacy and data-subject requests, compliance due diligence, and incident questions directly to Fintra’s security team: monitored continuously, with acknowledgment SLAs we hold ourselves to.
What to send where
security@fintrahub.com is the front door for everything security-shaped. Routing inside is our job, not yours.
- Vulnerability reports: see the Vulnerability disclosure policy for scope and safe harbor.
- Privacy and data-subject requests: access, export, correction, deletion.
- Compliance due diligence: security questionnaires, DPA requests, subprocessor list, SOC 2 alignment documentation.
- Suspected account compromise or fraud: flagged URGENT in the subject line for priority handling.
Response SLAs
A security contact that doesn’t answer is theater. Our commitments: acknowledgment of vulnerability reports within 2 business days; initial response to privacy requests within 5 business days (statutory clocks like GDPR’s 30 days run from receipt); due-diligence requests answered within 5 business days; suspected-compromise reports triaged same business day. If we need more time on a complex issue, you get a status update rather than silence.
What to include in a report
The more precise the report, the faster the fix. For security issues, include: what you found and where (URL, endpoint, or feature), steps to reproduce, observed vs. expected behavior, any relevant request/response snippets with sensitive values redacted, and how we can reach you for follow-up. Screenshots and timestamps help. For privacy requests, write from the email associated with the account so verification is fast.
Escalation and follow-up
If you believe a report has stalled, no acknowledgment within the SLA or no substantive update in 10 business days, reply on the same thread with ESCALATION in the subject line, and it is raised to security leadership. For active incidents affecting your account, the Status page carries real-time updates alongside direct email notification to tenant admins.
Frequently asked questions
How fast will I hear back?
Vulnerability reports are acknowledged within 2 business days; privacy and due-diligence requests get an initial response within 5 business days; suspected account compromise is triaged the same business day.
Do you support encrypted reporting?
Ask on the thread and we’ll arrange a secure channel for sensitive payloads. Regardless of channel, redact credentials and customer data from initial reports.
Can I use this address for sales or support questions?
Product support and sales move faster through the in-app support channel or hello@fintrahub.com. security@fintrahub.com is reserved for security, privacy, and compliance matters so those never queue behind general mail.
Who reads security@fintrahub.com?
It routes directly to Fintra’s security team (the engineers with authority to triage, patch, and escalate) not a generic ticket pool. That’s why the SLAs are ones we can actually keep.
Questions about security contact?
Our security team answers due-diligence questions directly: documentation, DPAs, and evidence available on request.