FAQ Answers to frequently asked questions relating to the security, protection and redundancy of images stored in the Eclipse Data Center

Transcription

1 FAQ Answers to frequently asked questions relating to the security, protection and redundancy of images stored in the Eclipse Data Center Mosaic Corporation ECLIPSE DATA CENTER

2 Eclipse 3 Data Center FAQs 1. Do you offer the ability to scan documents from a scanner directly to the cloud storage, or do I have to scan them to an in-house storage location first and then back that up to the cloud? ANSWER: With docstar hosted solutions, you can scan from the browser client directly into the hosted service. Any scanner with a TWAIN driver is supported or you can scan from a Multi-Function Printer (MFP). 2. Will my data be stored in a multi-tenant environment? (e.g. will my data be physically stored on the same server as other companies' data). ANSWER: Yes Each company gets their own unique, directory and database with pointers to that directory only. Usernames must be hardened and are uniquely enforced by using addresses. However, if required, a dedicated Server may be deployed at a premium. 3. What type of physical security do you have at your data centers? ANSWER: Our data center is operated by Turnkey Internet. For information about our data center, please visit: 4. Is my data encrypted while in transit? Is it encrypted while residing on your servers? ANSWER: Yes, the data is encrypted while being transmitted from a client to the data center. We use 256- bit AES Encryption for SSL. Live data is not encrypted on the server, however backup data is encrypted. 5. How much uptime do you guarantee? How do you define "uptime" or "availability? ANSWER: Service levels are detailed in the Hosted Services Agreement. We have not had an outage that has affected service. 6. Will my data be stored in a SAS 70 Type II certified data center? ANSWER: The SAS 70 audit has been superseded by a new standard SSAE 16. Our data center is SSAE 16 certified. For additional information, please visit: 7. How many data centers do you have? ANSWER: Our primary data center is located in Latham, NY at Turnkey Internet. We also have an internal data center and we host several applications at Rackspace. 8. Does your Service Level Agreement give you the unilateral right to move my data from one data center to another without my consent? ANSWER: No, we would not move your data without your consent.

3 9. Will I retain ownership of my data? ANSWER: Yes, ownership of your data always resides with you. We can supply your data back to you upon reasonable request in a mutually agreeable format. We endeavor to keep the cost of the transfer low. Our Professional Services team will work with you to determine the amount of data to be transferred and the cost to transfer. 10. lf I decide to terminate my relationship with you, what is the process for moving my data off of your systems? How much time am I given to move or download my data to move it, before you delete it from your systems? ANSWER: All you will need to do is make a written request for your data specifying what media is desired. We would provide a statement of work. 11. What are the pricing terms? ANSWER: See the eclipse3 Pricing Guide published on the partner portal. 12. Do you offer a public cloud or private cloud solution? ANSWER: We offer both. 13. Are there any types of data I can't store on your servers? ANSWER: There are no file type restrictions for storage. We recommend that executable files be avoided to protect against malware, but we do not require this. 14. Do you have the capability to capture and archive social media or instant messaging used by my firm? ANSWER: Yes, all file formats are supported. 15. Can I visit the data center where my data will be stored, and speak to the individuals who work there? ANSWER: A visit may be scheduled upon request. 16. Have you ever had a data breach or data security incident? lf so, when, and what was the impact? How did you handle the breach, and how were affected customers notified? ANSWER: We have not experienced a data or security breach of any kind. 17. What are your backup procedures for my data? ANSWER: Your files and DB are stored on RAID 5 storage devices. Full Tape backups occur daily and transferred off site weekly. We maintain a three week rotation scheme and maintain monthly and annual copies. 18. Can you send me a summary of your business continuity plan?

4 ANSWER: A copy of docstar s business continuity plan is available by request and is provided under a non-disclosure agreement (NDA). 19. How often do you test your business continuity plan? When was it last tested? Were there any problems noted as a result of the test, and if so, what? ANSWER: Monthly and our plan is constantly being improved and updated. 20. lf I retain you as a vendor, and ask you to sign an annual letter acknowledging that you have adequate security and safeguards in place for the protection of my data, are you willing to certify that and sign that acknowledgement each year? ANSWER: Yes. 21. Do you share my information or data with any other parties or affiliates? ANSWER: No. 22. How long do you retain my data? lf I take my data off your servers and use another cloud vendor, how do you sanitize, erase, or destroy my data that is on your servers, once I have moved everything off or the time for doing so has lapsed? ANSWER: We completely remove the data as soon as you have confirmed receipt. 23. Do I have access to the logs of who has accessed my data and when? ANSWER: Yes and you have the ability to define reports. The system provides a full audit trail and you do have access to all your audits in the system as part of the standard product. 24. How scalable is your service if I decide I need more or less space or resources? How quickly can you provision more space or resources for me if I need them? ANSWER: Immediately, we can easily scale by moving your database and files to dedicated servers. We do not limit your usage. 25. lf I need customer support, what is your average response time? ANSWER: Support is provided via phone, online submission directly from the client application or via . Our average wait time is < 2 minutes or less. 26. How long have you been offering cloud-based services or cloud-based storage? ANSWER: 5 years. We re on our third generation of our cloud product. 27. Do I need any special equipment at my office, or any special software like a Citrix application, to use your cloud solution, or does your service work completely in the cloud?

5 ANSWER: just a browser. We are 100% web based and all major browsers are supported (IE, Firefox, Chrome, etc.). 28. How many clients currently use this offering? ANSWER: docstar serves over 6,000 organizations using docstar products and services. Over 150 organizations are currently using our hosted services offering. 29. What devices can I use to access my data stored on your servers? ANSWER: Any major browser (IE, Firefox, Chrome, Safari, etc.) as well as tablets and smartphones (Apple iphone, ipod, Android devices, etc.) 30. How often do you perform scheduled maintenance? Have you had any service disruptions in the last 5 years? Were any the result of software bugs or scheduled maintenance? ANSWER: We perform weekly maintenance to check statistics and system health. We have never experienced and outage during normal operating hours 31. What kind of scanner do I need? ANSWER: Any scanner with a TWAIN driver is supported or any MFP device than can scan to a folder. 32. If we move to the Eclipse Hosted Service, what is the timeframe to implement? ANSWER: We can setup your site quickly. The time it takes for your organization to become fully functional with the service is dependent on site complexity and personnel availably, both yours and ours.