FAQ - Add Anthropic

Overview

This FAQ answers the most common questions about ISMS Copilot. Find quick answers on features, pricing, data privacy, AI capabilities, and more to help you get the most out of your compliance assistant.

Who This Is For

This FAQ is for:

• New users getting started with ISMS Copilot
• Organizations evaluating ISMS Copilot for compliance work
• Compliance professionals seeking quick answers
• Anyone with questions about features, security, or pricing

Getting Started

What is ISMS Copilot?

ISMS Copilot is a specialized AI assistant designed for information security compliance professionals. It provides expert guidance on frameworks like ISO 27001, SOC 2, GDPR, HIPAA, CCPA, NIST, DORA, NIS2, and more. Unlike general AI tools, ISMS Copilot uses dynamic framework knowledge injection (as of v2.5, February 2025) to detect which frameworks you're asking about and inject verified framework knowledge before the AI responds, dramatically reducing hallucination risk.

Who should use ISMS Copilot?

ISMS Copilot is designed for:

• Compliance consultants managing multiple clients
• CISOs and security managers implementing frameworks
• Auditors preparing for or conducting assessments
• Solo practitioners handling ISO 27001, SOC 2, or GDPR projects
• Enterprise security teams maintaining compliance programs

How do I get started?

Getting started is simple:

1. Create an account with email, Google, or Microsoft
2. Start your first conversation by asking a compliance question
3. Explore features like file upload, workspaces, and personas

The free plan lets you explore core features before upgrading.

What compliance frameworks does ISMS Copilot support?

ISMS Copilot v2.5 uses intelligent framework detection to automatically identify which frameworks you're asking about and inject relevant knowledge before responding. Currently supported frameworks with dedicated knowledge injection:

• ISO 27001:2022 - Information Security Management System
• ISO 42001:2023 - Artificial Intelligence Management System
• ISO 27701:2025 - Privacy Information Management System
• SOC 2 - Service Organization Control (Trust Services Criteria)
• HIPAA - Health Insurance Portability and Accountability Act
• GDPR - General Data Protection Regulation
• CCPA - California Consumer Privacy Act
• NIS 2 - Network and Information Systems Directive
• DORA - Digital Operational Resilience Act
• EU AI Act - European Union Artificial Intelligence Act

Coming soon: NIST 800-53, PCI DSS, and additional regional regulations. Check the Product Changelog for updates.

Features & Capabilities

What can ISMS Copilot help me with?

ISMS Copilot assists with:

• Compliance guidance and framework interpretation
• Policy and procedure generation
• Risk assessment and gap analysis
• Audit preparation and readiness
• Document analysis and compliance review
• Framework mapping between standards
• Control implementation guidance

What file types can I upload?

ISMS Copilot supports these file formats:

• Documents: PDF, DOC, DOCX
• Spreadsheets: XLS, XLSX
• Data: CSV, JSON, TXT

Maximum file size is 10 MB for simple files (TXT, CSV, JSON) and 5 MB for convertible files (PDF, DOC, DOCX, XLS, XLSX). Upload files to get gap analysis, compliance reviews, or document-specific guidance.

Learn more about uploading and analyzing files.

What are Personas and how do they work?

ISMS Copilot offers 3 specialized personas that change how it responds based on your role:

• Implementer - Focus on implementation and control deployment
• Auditor - Focus on audit preparation and verification
• Consultant - Strategic guidance and advisory perspective

When no persona is selected, you get standard compliance assistance (the default mode).

What are Workspaces and when should I use them?

Workspaces organize conversations by project, client, or framework. Each workspace maintains separate conversation history and can have custom instructions.

Use workspaces when:

• Managing multiple compliance projects
• Working with different clients (consultants)
• Separating work by framework (ISO 27001 vs. SOC 2)
• Isolating department-specific compliance work

Learn how to organize work with workspaces.

Can I edit or delete messages after sending them?

No. Once sent, messages cannot be edited or deleted. This is by design to maintain conversation integrity and audit trails.

How many files can I upload at once?

You can upload one file per message. To analyze multiple files, upload them in separate messages within the same conversation thread.

Pricing & Plans

How much does ISMS Copilot cost?

Self-serve sold lineup (mid-2026; live checkout is authoritative):

• Free Plan: $0 - 10 credits per session, 10 file uploads/month, Fast only
• Plus Plan: $20/month or $200/year - 50 credits per session, 500 uploads fair use, Think, Beyond, web research
• Standard Plan: $40/month or $400/year - 100 credits per session, 500 uploads fair use
• Pro Plan: $100/month or $1,000/year - 250 credits per session, 500 uploads fair use
• Business Plan: $200/month or $2,000/year - 500 credits per session, 500 uploads fair use

Essential is grandfathered only (not newly sold). Full matrix: Subscription plans and pricing.

Is there a free trial?

Eligible free accounts can start a 7-day Plus trial with no credit card (one per account). The Free plan itself remains available indefinitely with lower limits. Upgrade anytime for more credits and paid features.

What's included in the Free plan?

• AI compliance assistance on product frameworks
• 10 credits per session and 10 successful messages per 4-hour UTC window
• 10 file uploads per month
• Workspaces and conversation history
• Fast mode only (no Think / Beyond / web research)

What additional features do I get with paid plans?

Paid plan benefits (Plus and above; Essential grandfathered differs):

• More credits per session - 50 (Plus) through 500 (Business)
• 500 file uploads per month (fair use) on every paid plan
• Think, Beyond, and web research on Plus and above
• Custom data retention controls where offered in Settings
• Cancel anytime via Stripe portal

Can I cancel my subscription anytime?

Yes. Plus subscribers can cancel anytime with no penalties. Your access continues until the end of your billing period, then you revert to the Free plan.

Do you offer team or enterprise plans?

Higher-tier plans (Standard, Pro, and Business) offer increased credits and file uploads for teams and power users. Contact support for enterprise inquiries.

Data Privacy & Security

Where is my data stored?

All ISMS Copilot database storage is in the European Union (AWS Frankfurt, Germany). Your conversation history, uploaded files, and account data remain in EU data centers.

Is my data used to train AI models?

No. ISMS Copilot never uses your conversations or uploaded documents to train AI models. Your compliance data remains completely confidential.

Is ISMS Copilot GDPR compliant?

Yes. ISMS Copilot is fully GDPR compliant with:

• EU data storage (Frankfurt, Germany)
• End-to-end encryption
• No AI training on user data
• User-controlled data retention
• Right to access, export, and delete data

Read the complete GDPR compliance documentation.

What is Advanced Data Protection Mode?

Advanced Data Protection Mode keeps 100% of your AI processing in the EU with zero data retention by AI providers.

Two modes available:

• Default (OFF), paid: xAI Grok zero-retention path is the current default for paid chat (Anthropic remains backup); other US providers may still appear for specific tasks. Retention and transfers are documented on the Trust Center (protected by Standard Contractual Clauses and supplementary measures)
• Advanced Data Protection (ON): Mistral AI processes conversations in the EU with zero retention (eliminates Transfer Impact Assessment requirements for AI processing)

Enable when you need:

• Mandatory EU data residency
• Zero AI provider data retention
• Maximum privacy for sensitive compliance work

Learn how to enable Advanced Data Protection Mode.

How long is my data retained?

Data retention depends on your plan and settings:

• Free plan: 30-day default retention
• Plus plan: Configurable from 1 day to 7 years, or keep indefinitely

Conversations older than your retention period are automatically deleted daily.

How secure is ISMS Copilot?

ISMS Copilot implements enterprise-grade security:

• End-to-end encryption for all data
• Row-level database security
• Workspace isolation prevents data mixing
• OAuth authentication support
• EU data residency (Frankfurt)
• Regular security audits

Read the complete security documentation.

Can I export my data?

Yes. You have the right to data portability under GDPR. Contact support to request a complete data export in JSON format, including:

• Account information
• Conversation history
• Workspace configurations
• File metadata

Exports are typically provided within 72 hours.

How do I delete my account?

To delete your account and all data:

1. Click the user menu (top right) → Help Center → Contact Support
2. Submit a data deletion request
3. Support will verify your identity and confirm
4. All data is permanently deleted within 30 days

AI Accuracy & Reliability

How accurate is ISMS Copilot?

ISMS Copilot v2.5 uses dynamic framework knowledge injection to dramatically improve accuracy. When you mention a supported framework (ISO 27001, GDPR, SOC 2, HIPAA, CCPA, NIS 2, DORA, ISO 42001, ISO 27701, EU AI Act), the system detects it and injects verified framework knowledge before the AI responds. This means the AI answers based on actual framework knowledge, not memory or probabilistic guessing.

What are AI hallucinations?

AI hallucinations occur when the AI generates confident-sounding but factually incorrect information. ISMS Copilot v2.5 nearly eliminates hallucinations for framework-specific questions through dynamic framework knowledge injection—the AI receives verified framework knowledge before answering, preventing fabricated control numbers and requirements.

Learn how to identify and prevent AI hallucinations.

Should I trust ISMS Copilot's compliance advice?

Use ISMS Copilot as an expert starting point, not a final authority. Best practice workflow:

1. Generate initial drafts with ISMS Copilot
2. Review for accuracy and completeness
3. Customize to your organizational context
4. Cross-reference with official standards
5. Have a qualified professional approve final content

Does ISMS Copilot replace compliance consultants?

No. ISMS Copilot accelerates routine tasks like policy drafting and gap analysis, but it does not replace human expertise. Use it to augment professional judgment, not substitute for it.

Can I use ISMS Copilot-generated content in audits?

Yes, but only after proper review and customization. AI-generated policies and procedures must be:

• Adapted to your organizational context
• Reviewed by qualified compliance professionals
• Implemented and enforced (not just template-filled)
• Cross-referenced with official standards

Auditors look for evidence of genuine adoption beyond generic templates.

How do I report incorrect information?

If you identify a hallucination or error:

1. Document the issue (your question, AI response, what was incorrect)
2. Contact support through Help Center
3. Include "Hallucination Report" in the subject line
4. Provide the correct information with sources

Your feedback helps improve accuracy for the entire community.

Using ISMS Copilot

How do I get better responses from ISMS Copilot?

Provide specific context in your questions:

• Your organization size and industry
• Specific framework version (ISO 27001:2022, not just "ISO 27001")
• Current maturity level of your ISMS
• Specific control or requirement you're addressing

Example: "We're a 50-person SaaS company implementing ISO 27001:2022 for the first time. What are the key steps to implement access control policies for Annex A control 5.15?"

Can I upload multiple documents to compare them?

Upload files in separate messages within the same conversation. ISMS Copilot maintains conversation context, so it can reference all previously uploaded files.

How do I save or export a conversation?

All conversations are automatically saved to your history. To export:

• Copy and paste the conversation text
• Take screenshots for records
• Request a full data export from support (includes all conversations)

Can I share conversations with colleagues?

Currently, there's no built-in sharing feature. Copy conversation text or screenshots to share externally. Team collaboration features are coming in future updates.

How do I delete a workspace?

Workspace deletion is available through the workspace management interface. Deleting a workspace permanently removes all associated conversations and settings.

Account Management

How do I change my email address?

Contact support through the Help Center to request an email address change. Support will verify your identity and update your account.

How do I update my password?

If you signed up with email and password:

1. Sign out of ISMS Copilot
2. Click "Forgot Password" on the login screen
3. Follow the password reset instructions sent to your email

If you use Google or Microsoft authentication, manage your password through those providers.

How do I enable two-factor authentication (2FA)?

2FA is managed through your authentication provider:

• Google or Microsoft accounts: Configure through your Google/Microsoft account settings
• Email/password accounts: 2FA features are coming soon

Can I use ISMS Copilot on mobile devices?

Yes. ISMS Copilot is web-based and works on mobile browsers. For the best experience, use the latest version of Chrome, Safari, or Edge on your mobile device.

Technical & Troubleshooting

Why am I getting rate limit errors?

Free plan users have daily message limits. When you reach the limit, you'll see a clear upgrade dialog explaining your options.

If you hit the limit:

• Review the upgrade dialog to see Plus plan benefits
• Upgrade to a paid plan for more credits per session
• Wait for the limit to reset (4-hour rolling window)

Why did my file upload fail?

Common file upload issues:

• File too large: Maximum 10 MB for simple files (TXT, CSV, JSON) or 5 MB for convertible files (PDF, DOC, DOCX, XLS, XLSX)
• Unsupported format: Only PDF, DOC, DOCX, XLS, XLSX, CSV, JSON, TXT supported
• Network issue: Check internet connection and retry
• Upload quota exceeded: Wait for quota reset or upgrade to a paid plan

See full troubleshooting guide.

Why can't I see my conversation history?

Check that:

• You're logged into the correct account
• You're viewing the correct workspace
• Conversations haven't exceeded your retention period
• Your browser isn't blocking storage

If conversations are missing, contact support immediately.

The AI is taking a long time to respond. What should I do?

Processing times vary based on:

• Complexity of your question
• Size of uploaded files
• Current system load

Most responses arrive within 10-30 seconds. Chat sessions have a 10-minute soft timeout (resets with each activity) and a 20-minute hard timeout (absolute maximum). In default mode, the platform includes automatic failover from Anthropic to OpenAI if the primary provider experiences issues.

If a response seems stuck:

• Type "continue" or "you didn't finish" to resume incomplete responses
• Refresh the page and try again
• Contact support if issues persist

What browsers are supported?

ISMS Copilot works best on:

• Chrome (latest version)
• Firefox (latest version)
• Safari (latest version)
• Edge (latest version)

For optimal performance, keep your browser updated.

Billing & Payments

What payment methods do you accept?

ISMS Copilot accepts:

• Credit cards (Visa, Mastercard, American Express)
• Debit cards
• Bank transfers (for annual plans)

All payments are processed securely through Stripe.

How do I update my payment method?

1. Click user menu (top right) → Manage Subscription
2. This opens the Stripe customer portal
3. Go to Payment Methods
4. Update your card or payment details

Where can I find my invoices?

1. Open Manage Subscription (Stripe portal)
2. Navigate to Invoices section
3. Download or view past invoices

What happens if my payment fails?

If a payment fails:

• You'll receive an email notification
• Update your payment method in the Stripe portal
• Stripe will automatically retry the payment
• Service may be interrupted if payment remains unsuccessful

Do you offer refunds?

Contact support to discuss refund requests. Refund policies are evaluated case-by-case based on usage and circumstances.

Compliance & Legal

Is ISMS Copilot affiliated with ISO or other standards bodies?

No. ISMS Copilot is an independent software tool. It is not affiliated with, endorsed by, or officially recognized by ISO, AICPA (SOC 2), or other standards organizations.

Can I include ISMS Copilot in my GDPR compliance documentation?

Yes. Organizations using ISMS Copilot should:

• Document ISMS Copilot in your Register of Processing Activities
• Include in Data Protection Impact Assessments (if processing sensitive data)
• Review our Register of Processing Activities for reference
• Review our Transfer Impact Assessment if you process personal data in default mode
• Add ISMS Copilot to your data processing agreements if handling client data

Where can I find your Data Processing Agreement (DPA)?

ISMS Copilot provides a standard DPA for customers processing personal data. Review the DPA here.

Do you have a Privacy Policy and Terms of Service?

Yes. Review our:

• Privacy Policy
• GDPR Compliance Documentation

Integration & Compatibility

Does ISMS Copilot integrate with GRC platforms?

ISMS Copilot works alongside GRC platforms like Vanta, Drata, Sprinto, and Scrut. Use ISMS Copilot for AI-powered guidance while managing evidence and workflows in your GRC platform.

Learn how to use ISMS Copilot with:

• Vanta
• Drata
• Sprinto
• Scrut

Can I use ISMS Copilot offline?

No. ISMS Copilot is a cloud-based service that requires an internet connection to access AI processing and your conversation history.

Is there an API available?

API access is planned for future releases. Contact support to express interest and be notified when API access becomes available.

Comparison to Other Tools

How is ISMS Copilot different from ChatGPT?

Key differences:

• Framework knowledge injection: ISMS Copilot v2.5 detects framework mentions and injects verified knowledge before the AI responds, nearly eliminating hallucinations for compliance questions
• Data privacy: Never uses your data for AI training (ChatGPT free tier may)
• Compliance focus: Purpose-built for ISMS work with 10 supported frameworks vs. general-purpose tool
• EU data residency: Database storage in EU vs. US-based
• Dramatically lower hallucination risk: ChatGPT relies on internal knowledge and web search; ISMS Copilot provides AI with actual framework knowledge before answering

Read the full ISMS Copilot vs ChatGPT comparison.

Should I use ISMS Copilot or hire a consultant?

Use both. ISMS Copilot accelerates routine compliance work, while consultants provide strategic expertise and audit readiness. Many consultants use ISMS Copilot to improve efficiency.

Learn when to choose a GRC platform, consultant, or both.

Getting Help

How do I contact support?

Access support through:

1. Click user menu (top right) → Help Center
2. Submit a support ticket through the form
3. Include detailed description of your issue

Plus subscribers receive priority support with faster response times.

What support response times can I expect?

• Free plan: Community support, best-effort response
• Plus plan: Priority support, typically within 24-48 hours

Is there a community forum?

Community features are in development. Check back soon for updates on user forums and collaboration spaces.

What's Next

• Welcome to ISMS Copilot - Platform overview
• ISMS Copilot User Guide - Complete documentation
• Create your account and get started
• Review subscription plans and upgrade

Still Have Questions?

If your question isn't answered here:

• Search the User Guide for detailed documentation
• Check the Troubleshooting Guide for technical issues
• Contact support through the Help Center menu
• Visit our Security Collection for security and compliance details