Dear Decibel: A friendly letter on privacy, security and competition

Session replay and security has been in the news recently and obviously that’s encouraged some of our rivals to try and take a pop at us. That’s fine. We love a challenge. Here’s our founder and CEO, Kevin Goodings, with an open letter to the fine folk at Decibel Insight.

We’re not calling for the referee. We’re not even back in our corner. 😊

Dear Ben,

I was interested to see the email your team have been sending out about this week’s stories around session replay and privacy.

Here’s a sample of what they’re saying:

I wanted to reach out following the recent negative publicity on SessionCam handling private data captured from company websites whilst using session replay.

I like it. Cheeky!

But here’s the thing. You weren’t mentioned in the research. That’s not because Decibel is a paragon. You simply don’t offer a free account for customers to test your solution.

This is the table from the Princeton research. You’ll notice that SessionCam has the strongest redaction policy.

That’s fine. It’s a business choice. We offer a 21-day free trial because we want potential customers to have a good understanding of what they’ll get.

And our commitment to security and privacy is so strong, we’re willing to let people test it before they pay us a single penny.

So, I welcome your competitive spirit. I welcome the energetic (if disingenuous) approach taken by your sales team, but I’d point you in the direction of this quote from Sun Tzu — who gets quoted by business types a lot — on the way you should think about enemies:

If you know the enemy and know yourself, you need not fear the result of a hundred battles. If you know yourself but not the enemy, for every victory gained you will also suffer a defeat. If you know neither the enemy nor yourself, you will succumb in every battle.

We intend to fight you with better features, better deals and better customer service. And obviously, a healthy slice of our own email marketing.

Have a great weekend.

Best Regards,


Kevin Goodings, CEO and founder, SessionCam.

Further reading: 
Session replay and privacy: Why it’s the right call to look at customer behavior
How does SessionCam deal with personal data?
How is data recorded by SessionCam?
Frequently Asked Questions about SessionCam.