Frequently Asked Questions

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1 Privacy Security Compliance Frequently Asked Questions Encryption Services Watch our video tutorials at https:///support 199 Ave B NW Suite 20 Winter Haven, FL

2 Table of Contents General Information What is Protected Trust Encryption? Can I still use my own address? How can I access my Protected Trust Encryption? What Operating Systems is Protected Trust Encryption compatible with? Which method of encryption is used with Protected Trust Encryption? What regulations can Protected Trust Encryption help me comply with? What are the differences between a free user and a business user? How much storage is included? How do I contact customer support? Protected Trust Encryption Can I only send protected messages to other registered users? How can I reset my password? What is the maximum size of a message that is supported by Protected Trust Encryption? What if I forgot the answer to my shared secret? What is the maximum number of recipients per message that is supported by Protected Trust Encryption? How can I verify that the intended recipient viewed my protected message? How can I delete a protected message? How can I forward a protected message? What does it mean to revoke a protected message? Can I un-expire a protected message? What should I do, if I do not receive an invitation ? Microsoft Outlook Add-in How do install and uninstall the Protected Trust Encryption Outlook add-in for Microsoft Outlook? What versions of Outlook is the add-in compatible with? How do I check if I have the latest update of the Protected Trust Encryption Outlook Add-In? Contact Support Ave B NW Suite 20 Winter Haven, FL

3 General Information What is Protected Trust Encryption? Protected Trust Encryption is an encryption framework that enables organizations to securely communicate electronic data via a simple user experience. We provide a powerful messaging platform that offers confidence that only authorized users have access to protected information reducing the hassle of encryption while complying with the latest governmental regulatory standards keeping information safe through communications. Can I still use my own address? Yes, you will send protected messages from the address that you use to register to Protected Trust Encryption with, so you can keep your address and domain. How can I access my Protected Trust Encryption ? You may access your protected messages at any time by logging in with your registered credential at or if you are using the Protected Trust Encryption Outlook Add-in, by logging in to your Outlook profile. What Operating Systems is Protected Trust Encryption compatible with? The Protected Trust Encryption Outlook add-in for Microsoft Outlook is compatible with Windows XP or later versions of Windows. The Protected Trust Encryption web portal can be viewed from any web browser on any operating system. Which method of encryption is used with Protected Trust Encryption? Protected Trust Encryption uses Transport Layer Security (TSL) and Advanced Encryption Standard (AES) 2 bit. What regulations can Protected Trust Encryption help me comply with? Protected Trust Encryption is compliant with all major regulations: HIPAA, HITECH, GLBA, SOX, CJIS 199 Ave B NW Suite 20 Winter Haven, FL

4 What are the differences between free users and business users? Business users can unlimitedly send protected messages as opposed to free users who can only send five free messages per month. Business users can request custom branding, and have access to the admin portal. Access to the admin portal gives your organization s administrator the option to add/remove users, view activity reports, modify users accounts, and update billing information. How much storage is included? Storage quota is based on pooled storage for the entire organization, which is 1 GB per user. For additional storage please contact (8) How do I contact customer support? You can open up a case by writing in to with your Protected Trust Encryption account (preferred method) or you may reach a live Support Technician Monday-Friday 9:00AM-9:00PM EST by calling Protected Trust Encryption Can I only send protected messages to other registered users? No, you can send protected messages to anyone. If you need to send a protected message to a non-registered user, it is not required for the recipient to register with Protected Trust Encryption to be able to receive encrypted messages. How can I reset my password? There are two ways you can reset your password. If you forgot your password, go to https:///resetpassword. Enter your registered address and phone number that was used to register, and then follow the onscreen instructions to reset the password. If you do not remember the phone number you used to register, please contact and we can provide you with last four digits of the registered phone number. If you know your password but would like to change it, login to the Protected Trust Encryption control panel with your registered and password. Got to My Dashboard > Profile/Change Password > Type in new password twice to confirm > click Save Changes 199 Ave B NW Suite 20 Winter Haven, FL

5 What is the maximum size of a message that is supported by Protected Trust Encryption? If you are a free user or standard Business user, the maximum size of a message that is supported is 2 MB including attachments. If you are a business user with the productivity add-on, you can send up to GB through the Protected Trust Encryption add-in and through the Protected Trust Encryption web portal 2 GB including attachments. What if I forgot the answer to my shared secret? If you cannot open a protected message because you forgot the answer to the shared secret, you will need to contact the sender by another means to verify the shared secret. If the sender also does not remember the answer to the shared secret, they will need to resend the message with a new-shared secret or new verification method. What is the maximum number of recipients per message that is supported by Protected Trust Encryption? The maximum number of recipients per message is 2 recipients. Please note that you must also abide by our Terms of Use agreements. Spamming is prohibited. How can I verify that the intended recipient viewed my protected message? Protected Trust Encryption provides a proof of delivery log, which shows who viewed the message, when the message was viewed, and the IP address and city/state of where the message was viewed, if available. When you send a message, you may also select a read receipt, which will send you a notification as soon as the message has been opened. How can I delete a protected message? If you have the Protected Trust Encryption Outlook Add-In installed, you can delete a protected message just as you normally would in Outlook. However, this does not delete the message in the Protected Trust Encryption web portal. Protected messages cannot be deleted, only expired or revoked. It is up to the sender to decide when a message is going to expire. How can I forward a protected message? The Protected Trust Encryption web portal does not support a forwarding feature. This is so the intended recipients only view messages. However, users with the Outlook add-in can forward messages as normal. 199 Ave B NW Suite 20 Winter Haven, FL

6 What does it mean to revoke a protected message? When a message is revoked through the Protected Trust Encryption web portal, the message will still remain in your Inbox or Sent folder. However, the contents within the message can no longer be viewed or accessed. Can I un-expire a protected message? Once a protected message has been expired, due to security purposes it cannot be un-expired. What should I do, if I do not receive an invitation ? If you did not receive your Protected Trust Encryption invitation , you need to contact your organization s administrator and ask them to send you another invitation. Microsoft Outlook Add-in How do install and uninstall the Protected Trust Encryption Outlook add-in for Microsoft Outlook? To download and install the Protected Trust Encryption Outlook add-in for Microsoft Outlook, go to /Download, > click Download and save file > click on the setup program you downloaded in your browser s recent downloads list. After installation completes, Microsoft Outlook will start up automatically. To uninstall the Protected Trust Encryption Outlook Add-In: Outlook 2007: Launch Outlook, go to Tools > Trust Center > Add-ins > click on the Protected Trust Encryption Add-in > click Go > this will open up COM add-ins page, uncheck the Protected Trust Encryption Add-in to disable Outlook 2010: Launch Outlook, go to File tab > Options > Add-ins > Go > select Protected Trust Encryption Add-in > click uninstall > OK What versions of Outlook is the add-in compatible with? The Protected Trust Encryption Outlook Add-in is compatible with Outlook 200, Outlook 2007, and Outlook 2010 both 2-bit and -bit. How do I check if I have the latest update of the Protected Trust Encryption Outlook Add-In? When you launch Outlook, click on the Protected Trust Encryption menu, select Options, and then click Check for updates. 199 Ave B NW Suite 20 Winter Haven, FL

7 Contact Support To get support for journaling, please contact the Protected Trust Support Team through the standard support channels: Web: https:///support Protected Trust Message: (preferred) Phone: (8) About Protected Trust Protected Trust brings to the market the synergy between several products and services focused on just one thing risk management for a company s digital assets. Protected Trust combines operational experience, a physically secure infrastructure, Cloud based managed services, and an expert culture of security and privacy. Protected Trust exists to protect the informational assets of businesses, helping them manage their risk and limit their exposure to liability and data misuse. The suite of products and services offered by Protected Trust is unique, focused intently on the privacy, security, and compliance of digital information assets. For information please, access https://, send us an to or call us on About Citrix ShareFile Based in Raleigh, North Carolina, Citrix ShareFile provides software that helps businesses exchange files easily, securely and professionally. The ShareFile service was launched in November 200. In the six years following its initial release, ShareFile grew organically with no outside capital to almost 20,000 paying corporate customers and million business users spread across more than 100 countries around the world. In October 2011, Citrix Systems announced its acquisition of ShareFile. Citrix Systems, Inc. (NASDAQ:CTXS) is a leading provider of virtual computing solutions that help people work and play from anywhere on any device. More than 20,000 enterprises rely on Citrix to create better ways for people, IT and business to work through virtual meetings, desktops and datacenters. Citrix virtualization, networking and cloud solutions deliver over 100 million corporate desktops and touch approximately 7 percent of Internet users each day. Citrix partners with over 10,000 companies in 100 countries. Annual revenue in 2010 was $1.87 billion. Learn more at The ShareFile service has won numerous awards, including CNET s WebWare 100. As a company, ShareFile was named one of North Carolina s top 2 Companies to Watch in 2010 and was twice named to Inc. magazine s prestigious Inc. 00 list of fastest-growing private businesses. Copyright 201 Protected Trust. All rights reserved. Protected Trust logos are registered trademarks of Protected Trust in United States and other countries. All other trademarks, service marks, registered marks, or registered service marks are property of their respective owners. Protected Trust reserves the right to change, modify, transfer or otherwise revise this publication without notice Ave B NW Suite 20 Winter Haven, FL

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