Trust Center

Incident Response

In the unlikely event of a cyberattack or data breach — which has never happened at Cuseum — we follow a clear, well-rehearsed process to mitigate risks and restore services quickly, with minimal disruption to your institution.

Our response process

Every incident follows a documented playbook designed to minimize impact and ensure full transparency:
  • Detect & triage: monitoring and alerting identify potential issues 24/7
  • Contain: rapid isolation of affected systems to prevent spread
  • Eradicate: remove the root cause and patch underlying vulnerabilities
  • Recover: restore services from trusted backups and verify integrity
  • Communicate: notify affected customers per contractual and regulatory timelines
  • Post-mortem: publish lessons learned and adopt preventive improvements

Customer communication

We commit to clear, timely communication during an incident — including the nature of the event, the data potentially affected, the steps we're taking, and recommended actions for your team.

Regulatory notifications

When required, we notify regulators in accordance with applicable laws such as GDPR's 72-hour breach notification requirement and U.S. state breach laws.

Tabletop exercises

Our response plan is tested regularly through tabletop exercises, so the team is ready to act decisively if a real incident occurs.

Report a concern

If you suspect an incident or vulnerability, email security@cuseum.com immediately and our team will respond promptly.

Have a security concern?

Reach our security team directly at security@cuseum.com or visit our Contact & Reporting page.

About Cuseum

Cuseum is an engagement platform built for museums, cultural attractions, and membership organizations. We help hundreds of art museums, history museums, science centers, children's museums, zoos, aquariums, botanical gardens, performing arts venues, historic sites, and alumni associations modernize the way they engage members, donors, and visitors. Our products span digital membership cards, mobile apps and audio guides, augmented reality experiences, member portals, push notifications, SMS messaging, and analytics — all built specifically for the cultural sector rather than adapted from generic retail or marketing tools.

Digital membership is at the core of what we do. Cuseum lets organizations replace plastic membership cards with mobile-wallet passes that members save to Apple Wallet and Google Wallet. Passes update in real time, support tap-to-scan entry, and reduce the printing, fulfillment, and shipping costs associated with traditional cards. Members get their benefits instantly, staff spend less time on replacements and renewals, and organizations reduce their environmental footprint at the same time. Cuseum's digital membership product works alongside existing CRM, ticketing, and POS systems so member data stays in sync without manual exports.

Beyond membership, Cuseum powers branded mobile experiences for tours, exhibits, self-guided storytelling, and wayfinding. Curators and education teams can publish multilingual content, integrate audio and video, and update tours without code. Visitor services teams can drive deeper engagement with push notifications about new programs, exhibitions, and special events, while marketing teams use built-in analytics to understand which content resonates, which members are at risk of lapsing, and where to invest next. The result is a single platform that supports the entire visitor and member lifecycle, from first awareness through long-term loyalty.

Cuseum integrates with the systems cultural organizations already rely on, including Tessitura, Altru, Salesforce, Blackbaud Raiser's Edge and eTapestry, ACME, Centaman, AudienceView, DonorPerfect, Neon CRM, Patron Manager, Salsa Labs, Keela, Kindful, Klaviyo, HubSpot, Mailchimp, iMIS, GrowthZone, Microsoft Dynamics 365, Square, SugarCRM, Teamwork, Eventbrite, EventPro, Etix, Fever, Doubleknot, Dexibit, CatalogIt, CollectionSpace, Axiell, Clover, and many more. Whether your team is rolling out a digital membership program for the first time, replacing a legacy mobile app, launching a new exhibition, or evaluating how to better retain members year over year, Cuseum's team of strategists, designers, and engineers will help you scope the project, configure the platform, train staff, and communicate the rollout to your audience.

To learn more, request a personalized demo and we'll tailor a 20-minute walkthrough to the systems and goals that matter most for your organization. You can also explore our growing library of case studies, ebooks, webinars, and playbooks for real-world examples of cultural organizations putting digital engagement to work.