Trust and commitments

Last updated: October 13, 2026. These are the standing commitments every customer gets, across every piece of software we build: our public SaaS products, current and future, and custom software built under contract for a single client alike. The binding versions live in the agreements linked below; per-product particulars live in the Product Schedules of the Terms of Service, one set of terms for every NorthReeve product.

Legal documents: Terms of Service Data Processing Addendum Privacy Policy Refund Policy

Your data is yours

Every customer record, document, photo, and file you put in, and everything created while you use our software, belongs to your company. We are custodians, never owners. This holds for every product we provide, hosted or built for you under contract.
You can request a complete export at any time, free, in standard formats (CSV for records, PDF for documents), whether you are staying, leaving, or just want your own copy.
On request, we deliver a recurring encrypted copy of your complete data to storage you control, so you always hold a current copy that does not depend on us.
We never sell data, and we never hand it to third parties as a business arrangement of ours. Some features are powered by outside providers (card processing, telephone carriers, email delivery), and when you use such a feature, the data that feature needs passes to that provider on your behalf, solely to perform it; use nothing, and nothing is sent. The complete list of these services and exactly what each receives is in the privacy policy; for custom builds, it is in your agreement.

Where our software ends and the phone network begins

For products with phone features, we build and host the phone system software. The regulated telephone services themselves, meaning phone numbers, connections to the public phone network, text delivery, and emergency 911 service, are provided by licensed telecommunications carriers, under an account in your own name that you pay directly. We open it with you, configure it, and manage it for you; as a carrier agent we may earn a commission, and it comes from the carrier's own pricing, not from a markup on your bill. We are a software company, not a phone company.
Internet-based phone service handles 911 differently than a traditional landline, including during power or internet outages and when a device moves without its registered address being updated. Your agreement spells out those differences and what you are responsible for keeping current.

If we ever disappear

Every hosted customer runs on their own isolated server, and our software can be self-hosted by any competent IT person. If NorthReeve ceased to exist, your system keeps running.
Agreements include an orderly wind-down of continued service plus your full export, and source code escrow arrangements are available. The specific periods and triggers are set in each product's agreement or statement of work.
Operations are documented to handover standard: runbooks, decision logs, and recovery procedures are maintained as part of daily work, not written after the fact.

Security, in practice

Individual logins for every user, with multi-factor authentication built in and role-based access you control down to individual capabilities.
Encryption in transit (TLS everywhere) and at rest, with an additional application-level encryption layer on credentials and sensitive fields.
An audit trail records who changed what and when, reviewable by your administrators in the app.
Systems are monitored by US-based managed detection and response partners, and our software undergoes independent penetration testing (most recently July 2026, findings remediated). A summary is available to customers under a confidentiality agreement. New products, and custom builds we host, go through the same security review before launch.
Single-tenant isolation: your data never shares a database with another company's.

Backups and recovery

Automatic nightly backups, encrypted, to independent storage, for every system we host.
Recovery is a documented, tested restore-from-nothing procedure: a replacement server is rebuilt from encrypted backups. Recovery objective for full server loss is hours, not days.

If there is a breach

Containment first, then notification to affected customers without undue delay and within 72 hours of confirmation, in plain English: what was accessed, what we did, and anything you need to do.
You receive a written post-incident summary.

Updates without surprises

Everything deploys first to our own operating company, which runs its real business on our software daily, before it reaches customers.
Updates apply outside business hours; notable changes are announced ahead of time with release notes.

Pricing and terms you can plan around

These are principles, not contract terms. Term length, renewal, cancellation, notice periods, and service levels are set case by case in each product's agreement or Product Schedule, and the signed documents are always the controlling version. What never varies is that the terms are written to be read, not to trap you.

No surprise lock-ins. Whatever term you sign is stated plainly in your agreement, and leaving always comes with your full export.
Price changes come with advance written notice, with the notice period set in your agreement.
Hosted products have a written 99.5 percent monthly availability target in our Terms of Service, and we monitor it continuously.
Published pricing for public products, so you can add it up yourself. ServiceAven's is at the pricing page.
Custom software built under contract is priced and scheduled in your statement of work, with the same no-surprises rule: the price you agree to is the price you pay.

Questions about any of this: talk to us. NorthReeve is NorthReeve Software LLC. The binding language lives in the agreements linked at the top; if anything here seems to promise more than those documents do, tell us and we will fix the documents, not the promise.