Frequently asked questions

Helios runs the whole workspace itself, rather than reselling other vendors' apps under one login. Our privacy policy describes the safeguards we use, including encryption in transit, access controls and regular security review.

The Trust Center has the agreements we sign and our vulnerability disclosure policy.

Connections to the Helios workspace, sign-in service and admin portal use HTTPS (TLS), and encryption in transit is one of the safeguards our privacy policy lists. A few Helios addresses still also answer over plain HTTP; Helios will redirect every address to HTTPS. The Trust Center describes how connections to Helios are protected.

Helios has not yet completed an independent security audit or certification (such as SOC 2 or ISO 27001).

Please report it to us privately. Our vulnerability disclosure policy explains how to reach us and what we ask of you while you test.

Yes. We move mail, files and calendars from Microsoft 365 and Google Workspace. Migration is included on the Business and Enterprise plans and is a paid service on the other plans; each migration is priced by quote, with per-mailbox size limits stated in the quote. Chat history, shared-drive permissions and third-party add-ons are not moved.

To talk through what you'd be moving from, contact our team.

Yes. Business email on your own domain is included on every plan, and DKIM, SPF and DMARC are set up for you.

Support from the Helios team is included on Premium, Business and Enterprise. Basic and Standard don't include it. Compare plans.

Support is included on Premium, Business and Enterprise, and we aim to send a first response to a Severity 1 request (a critical issue) within 8 hours on Premium, 4 hours on Business and 1 hour on Enterprise, counted during support hours. These are targets, not guarantees. The Support Policy sets out the targets for every severity level.

Email support@helioscloudsuite.com, or use the contact form and choose Support. You can also start from the help centre.

Yes. Every plan is priced per user, per month, and paying annually upfront saves 10%. Standard, for example, is $15 per user per month billed monthly, or $13.50 per user per month billed annually: $162 per user for the year.

You can sign up online on monthly billing. Annual billing and the Enterprise plan are set up with our team: talk to sales, or see every plan's prices.

Yes. You can cancel at any time: Helios will keep cancellation available to your administrator in the billing portal, opened from the admin portal, and the cancellation takes effect at the end of the current paid billing period. Monthly plans aren't refunded for partial months. Annual plans can get a prorated refund for the unused part of the year if you ask within 14 days of the start of the term.

Hardware is offered by quote: Enterprise customers can ask us to quote for machines, which are sold or leased, per quote. Request a hardware quote.

You do. Our privacy policy says that the content your organization stores in Helios (mailboxes, files, messages and documents) belongs to you, and that we don't sell it or scan it for advertising.

Yes. Your users can download their files from the workspace in their original formats, and copy their mailboxes out over IMAP with any standard mail app. Your administrators can also ask Helios support for help exporting your organization's data.

Our privacy policy says that when an account is closed, its content is deleted or anonymized within a commercially reasonable period, subject to backup and legal retention requirements. When a Subscription ends, we'll keep your organization's data for 30 days so your users can export it, and then delete it.

Customer data is hosted in the United States: the servers that run Helios and the backups of your data are in the United States. Some service providers, for example for payments and AI-assisted support, may process limited data in other countries. The Subprocessors List has the details: each provider that processes customer data, what it does and where.

Not yet. BAAs will be available once our hosting move is complete: Helios will offer BAAs once the Service runs on a hosting provider that signs a BAA. Until then, Helios does not offer BAAs or accept PHI. Ask about BAA availability through our contact form.

Helios is built with healthcare practices in mind, but it isn't ready for patient health information (PHI) yet. BAAs will be available once our hosting move is complete; until then, Helios does not offer BAAs or accept PHI, so don't store or send PHI in Helios. The Trust Center has more on how we protect your data.

Helios will offer BAAs once the Service runs on a hosting provider that signs a BAA. Until then, Helios does not offer BAAs or accept PHI. A BAA will be available on all paid plans once hosting moves (see /baa). Ask about BAA availability through our contact form.