4.8
on G2
Common Questions
Q: Is Help Scout SOC 2 certified?
A: Yes. Help Scout holds SOC 2 Type II certification, which is available to customers on its Pro plan. The Pro plan also includes HIPAA compliance, SAML SSO, and audit logs. These features make Help Scout viable for regulated industries such as healthcare and financial services, though data residency and air-gap deployment are not supported.
Q: Does Tettra have SOC 2 compliance?
A: No. Tettra is GDPR compliant but does not hold SOC 2 certification as of 2026. This is a significant gap for enterprise buyers in regulated industries or organizations with vendor security review requirements. Teams that need SOC 2 compliance should evaluate alternative platforms before selecting Tettra for sensitive internal documentation.
Q: Which tool offers a published uptime SLA for enterprise use?
A: Only Help Scout publishes a formal uptime SLA — 99.99% on its Pro plan. Tettra does not publish any uptime commitment, which creates risk for organizations that rely on continuous knowledge access. For enterprise procurement teams requiring contractual uptime guarantees, Help Scout's Pro plan is the more defensible choice between the two.
Q: Can either Help Scout or Tettra support multi-tenant documentation delivery for multiple clients?
A: No. Neither Help Scout nor Tettra supports multi-tenant portal delivery. Help Scout allows up to 10 Docs sites on its Pro plan, but these are separate knowledge bases — not a single system serving multiple branded client portals from one content source. Tettra is internal-only with no customer-facing publishing at all. Organizations needing to deliver documentation to multiple client organizations require a different platform architecture entirely.
Q: Which tool is better for an enterprise team in a regulated industry?
A: Help Scout is the stronger choice between the two for regulated industries. Its Pro plan includes SOC 2 Type II, HIPAA compliance, audit logs, and SAML SSO — the baseline requirements for healthcare, legal, and financial services deployments. Tettra lacks SOC 2 and HIPAA support, making it unsuitable for most regulated industry use cases. That said, neither tool offers data residency, air-gap deployment, or real-time compliance monitoring for content.
Q: Is there a better enterprise alternative to both Help Scout and Tettra?
A: Yes — Docsie is purpose-built for enterprise knowledge orchestration at a scale neither Help Scout nor Tettra reaches. Docsie offers SOC 2 Type II, GDPR, HIPAA-ready, SOX, and ITAR compliance with data residency, air-gap deployment on private infrastructure, and multi-tenant portal delivery for unlimited client organizations from a single knowledge base. It also includes a built-in LMS with certifications, 100+ language auto-translation, autonomous agents, and real-time compliance monitoring — capabilities that address the core enterprise gaps both Help Scout and Tettra share.
Deep Dive
Help Scout holds a meaningful edge in security and compliance. Its Pro plan includes SOC 2 Type II certification, HIPAA compliance, and SAML SSO — making it viable for healthcare, financial services, and regulated industries. Tettra, by contrast, is GDPR compliant but lacks SOC 2 certification entirely, has no HIPAA support, and publishes no audit trail capabilities. For enterprise buyers in regulated sectors, Help Scout's compliance posture is significantly stronger, though neither tool offers data residency, air-gap deployment, or real-time compliance monitoring for content.
Help Scout backs its Pro plan with a 99.99% uptime SLA — a concrete commitment enterprise procurement teams can evaluate. Tettra publishes no uptime SLA at all, which introduces risk for organizations that depend on knowledge access for daily operations. Help Scout supports up to 10 Docs sites and scales via its shared inbox and help desk infrastructure. Tettra is designed for internal team use and scales well within that context, but neither platform supports multi-tenant portal delivery or the 10,000+ documentation site scale required by large consultancies and enterprise implementation partners.
Both platforms offer role-based access control, but differ in depth. Help Scout provides audit logs on its Pro plan — a critical feature for enterprise IT and security teams tracking content access and changes. Tettra does not offer audit logs, making compliance reporting and accountability more difficult. Help Scout supports custom domains and branded help centers; Tettra does not support custom domains at all. Neither tool offers granular multi-tenant content rules, client-specific access policies, or the advanced permission structures required to serve multiple organizations from a single platform.
Help Scout offers dedicated onboarding and priority support on its Pro plan, with a published 99.99% uptime SLA providing formal accountability. Tettra includes a dedicated success manager on its Professional plan and priority support on the Scaling plan, but publishes no uptime commitments. For enterprise procurement workflows that require vendor SLAs, contractual uptime guarantees, and formal support escalation paths, Help Scout's Pro tier is the more mature offering. However, neither vendor offers the custom SLAs, white-label agreements, or annual procurement workflow support that large enterprises typically require.
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