Built on Trust.
Driven by Excellence.

All data in transit is encrypted using TLS 1.2+ and data at rest uses AES-256 encryption. We operate on ISO 27001 certified infrastructure with role-based access controls, VPN-only remote access, and full audit logging. For HIPAA-regulated engagements, a signed Business Associate Agreement (BAA) governs every data transfer, and PHI never leaves approved, monitored environments.

Standard back-office processing carries a 24-hour turnaround SLA regardless of time zone, because our India teams' working hours overlap with US morning hours and our Canada office covers EST directly. For urgent escalations, our 48-hour response SLA is the maximum — most queries are acknowledged same-day. Specific SLAs for each service line are detailed in our Services page and written into every contract.

Yes. Most clients can scale an existing team up or down within 2-3 weeks, since we maintain a bench of cross-trained professionals across our 5 offices. Seasonal businesses (e.g., retail, utilities during peak billing cycles) regularly flex their Matrix Global team size by 30-50% with advance notice as short as 10 business days.

Every engagement includes a 30-day parallel-run or trial period before full transition. If a specific team member isn't the right fit, we replace them at no additional cost. Our contracts include defined SLA remediation clauses — if we miss agreed metrics, service credits apply automatically, not after a dispute.

Yes, always. A mutual NDA is signed before any data, system access, or proprietary information is shared — typically during the discovery call stage. For development work, our standard contracts assign 100% IP ownership of custom-built deliverables to the client upon payment.