Software, security and customer operations / Managed BPO
Security questionnaire response services for B2B SaaS
Actigy BPO helps software vendors answer security questionnaires from enterprise buyers. We draft each answer from your approved evidence and flag questions that need an engineer or security lead. Your team approves the wording and decides what the buyer can see.
Agree the scope, access and reviewer before a paid pilot.
- Buyer question
- Are backups restored every quarter?
- Policy
- Testing is required
- Evidence
- Only last year’s test is supplied
- Answer status
- Frequency awaits infrastructure-owner confirmation
A worked example of the record and decision flow. Not a client case or promised result.
The work. The handoff. Your decision.
A defined workflow in your systems
For B2B software vendors whose security, sales engineering or trust teams receive repeated customer assessments and can supply a named approver and a controlled evidence library.
You provide
Buyer questionnaire, approved answer library and current evidence.
Actigy BPO prepares
Question-by-question response drafts with evidence dates and open issues.
You retain
Wording, disclosure, contractual assurances and release.
Decision owner: Your security or infrastructure owner. Confirm this role and the escalation contact in the written scope.
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What will our security lead receive?
We return the customer’s workbook or portal draft in its requested format. Each answer identifies its source and review date. Questions without an approved answer stay open, with a named owner and a due date.
- A response workbook with a source or control owner for each proposed answer.
- An exception log for missing evidence, expired documents, conflicting answers and customer-specific commitments.
- A sign-off record showing who approved the final response and which attachments may be shared.
Worked example
How is an unsupported control handled?
Suppose a customer asks whether backups are restored every quarter. Your policy requires testing, but the evidence supplied only shows a test from last year. The reviewer records the policy and the evidence date separately, leaves the frequency unconfirmed and routes the question to your infrastructure owner. The answer stays open until the owner approves the wording.
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Who can release an answer or an attachment?
Engineering confirms the technical details. Security approves claims about controls. Legal or commercial staff review new commitments, such as a customer-specific breach notification period. Actigy records their decisions and prepares the approved attachments. Your team authorizes submission and external access.
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What should we measure in a paid pilot?
Use a redacted representative questionnaire and an approved answer set. Agree the size, evidence availability, number of clarification rounds and definition of a completed draft before quoting.
- Measure reviewer time, supported answers, questions awaiting a client owner and material corrections at sign-off.
- Track elapsed time separately from hours spent on research, drafting and review.
- Agree a per-questionnaire or reserved-capacity quote only after measuring actual effort.
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What does the desk escalate?
Send requests for a penetration test, a new control or a contractual guarantee to the appropriate specialist. A previous questionnaire answer may relate to a different product or region. We confirm its scope before reusing it.
Before the first live queue
Bring the inputs that shape your scope
The proposal should identify what can be assigned, who can decide, and how you will accept the work. Start with one representative queue; agree any expansion after reviewing the pilot.
Define the workload
Questionnaire format, deadline, buyer context and answer-library version.
Agree the controls
Permitted documents, restricted attachments and answer owners.
Review the right measures
Supported answers, unresolved questions and approval turnaround.
Before you decide
Buyer questions
Clarify the work, access and approval boundaries before assigning a team.
Can our answer library be reused across products?
Only when the approved answer covers that product, environment and review period. We record the applicable scope and version. If a statement conflicts with newer evidence, the responsible owner resolves it before reuse.
Can we use our existing trust platform or spreadsheet?
Yes. Identify the customer portal or template, who can edit it, when the draft is due and which team approves release. That defines the first assignment.
How does this differ from assessing a supplier?
This service helps a vendor answer its own customer's questions. A buyer assessing its vendors needs a different workflow, including supplier risk criteria and a decision-maker for exceptions.
What determines the price?
Question count, reuse of approved answers, number of owners, evidence restrictions, format and clarification rounds shape the quote. A paid pilot measures those inputs before reserving ongoing capacity.
Can this desk work alongside security questionnaire automation?
Yes. Actigy BPO can handle unanswered, conflicting or buyer-specific questions in your existing workflow. The desk checks the approved answer library against the evidence available for that customer and records the source version. Your security lead resolves unsupported claims and approves the final answer. This service adds review capacity; it does not require replacing your questionnaire software.
Request a questionnaire response estimate
Share the approximate question count, buyer deadline, response format and person who approves answers. Do not attach security evidence or credentials.
Your inquiry
Customer security questionnaire responses
Describe the workload and the decision owner. Keep confidential records out of the form; agree a suitable channel for any later sample.
- Review the fitWe review the workflow and the inputs you provide.
- Define the scopeDiscuss access, coverage, review and the proposed fee.
- Agree a paid pilotApprove the written scope before work begins.