Help Center
Help Center

👥 Maintenance and engagement

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Time to complete: Ongoing (but less than you think!)
Prerequisites: Your Trust Center is live and customers are accessing it

Keep it fresh

Here's the truth: Trust Centers aren't "set it and forget it." Documents expire. Certifications get renewed. Customers have new questions.

The good news? Maintenance takes less time than you think. Most customers spend less than an hour per month keeping things fresh. This section shows you how to build good habits early so your Trust Center stays useful and drives deals.

What's in this section

Build these habits

Monthly check-in (15 minutes):

  • Review expiring certifications and documents
  • Check past answers sorted by "times used"
    • Questions that come up repeatedly in questionnaires are good candidates to add to your curated Q&As and publish to your Trust Center!
  • Check customer feedback and common questions
  • Update anything that changed recently

Quarterly review (30-45 minutes):

  • Audit documents for accuracy and relevance
  • Review analytics to see what customers actually look at
  • Look for gaps (are customers asking about things you don't have documented?)

As needed:

  • Respond to customer feedback (usually takes 5-10 minutes)
  • Add new certifications or compliance documents when you get them
  • Update NDAs or legal documents if needed
  • Update branding when your company brand evolves

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Pro tip

Set calendar reminders for monthly check-ins. Expired certs create friction in deals and undermine customer confidence - better to catch them early!

For a detailed breakdown of maintenance tasks by category - including user management, integrations, and compliance - see Maintaining your Trust Center

You'll know your Trust Center is healthy when...

✅ Certifications and documents are current (no expired items)
✅ Customers can find what they need without asking (low support ticket volume)
✅ Engagement metrics show regular usage (people are actually looking at your stuff)
✅ Customer feedback is positive (or at least constructive)
✅ Sales teams report faster deal cycles (the whole point of having a Trust Center)

Common questions

How do I know when something's about to expire?
Good question! You can set an expiration date on a document within your Content Library so it's easy to find and update documents that are expiring soon. Learn more in Documents.

What if customers give feedback about something I can't fix?
Be honest with them. "Great question - we're working on getting that certification" or "That's not something we offer right now, but here's what we do have." Transparency builds trust. You can also use the "Coming Soon" section to let customers know about certifications that are in the works to head off questions!

How often should I update my Trust Center?
There's no magic number, but here's a guideline: if something changes that customers care about (new cert, updated policy, new product launch), update it. If nothing's changed in a month, that's fine too.

Do I need to tell customers every time I update something?
Nope! Small updates (fixing a typo, refreshing a screenshot) don't need announcements. Big updates (new SOC 2 report, major policy changes) are worth notifying customers via the subscription feature. We also recommend using announcements to keep your customers in the loop about your company's responses to industry security events like breaches, outages, supply chain vulnerabilities etc.

What's next?

Stuck? Having issues? Check Troubleshooting > Trust Center Issues or reach out to support - we're here to help.

Updated 3 days ago