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IS2 Conversational Intelligence Security Brief

Holly Jones

Learn how we keep your data secure.

Overview

InsightSquared Conversational Intelligence (IS2 CI) provides a cloud-based telephone service that, as well as facilitating voice and video calls, utilizes customer information from a CRM to intelligently log activity and transcribe and analyze calls for the purposes of note-taking and coaching.

We would like to make two things clear: First, we respect your privacy and take significant efforts to protect all your data. Second, we would never do anything with your data that we wouldn’t be proud to tell the world about.

Keeping our customers' data secure is the most important thing that IS2 does. We go to considerable lengths to ensure that all data sent to IS2 is handled securely - keeping IS2 secure is fundamental to our business.

Infrastructure

Key Takeaways

  • All of our CI services run in the cloud. IS2 CI does not run our own routers, load balancers, DNS servers, or physical servers.

  • All of our services and data are hosted in Amazon Web Services (AWS) facilities in the USA. IS2 CI services have been built with disaster recovery in mind.

  • Our infrastructure is spread across a minimum of 3 data centers (availability zones) and will continue to work should any one of those data centers fail unexpectedly.

  • For optimal performance, telephone, and media streaming services are operated from 9 locations globally. Media content and web assets are served by a content delivery network (CDN) from over 200 locations.

  • All of our servers are within our own virtual private cloud (VPC) with network access control lists (ACLs) that prevent unauthorized requests from getting to our internal network.

  • IS2 CI uses nightly snapshots from hot standby to backup customer data.

  • All data is encrypted at rest and in transit.

AWS provides an extensive list of compliance and regulatory assurances, including SOC 1-3, and ISO 27001. See Amazon’s compliance and security documents for more information.

Service Levels

We are proud to maintain an uptime of 99.95% or higher.

Our telephone and video services are operated by Twilio, a leader in cloud-based telecommunications. Twilio has international reach, integrating with over 1000 carriers, and is bound by a 99.95% uptime SLA. You can check this performance on their status page.

Data

All customer data is stored in the USA.

Customer data is stored in multi-tenant datastores, we do not have individual datastores for each customer. However, strict privacy controls exist in our application code to ensure data privacy and prevent one customer from accessing another customers' data.

We have many units and integration tests in place to ensure these privacy controls work as expected. These tests are run every time our codebase is updated and even one single test failing will prevent new code from being shipped to production.

Data Transfer

All data sent to or from IS2 CI is encrypted in transit using 256-bit encryption.

Media playback has additional layers of security to prevent sources from being shared outside of the IS2 CI platform. These include IP address restrictions and time-sensitive cookies scoped to each authenticated IS2 CI user.

Our API and application endpoints are TLS/SSL only and score an "A+" rating on SSL Labs' tests. This means we only use strong cypher suites and have features such as HSTS and Perfect Forward Secrecy fully enabled.

Authentication

IS2 CI is served 100% over HTTPS. IS2 CI runs a zero-trust corporate network. There are no corporate resources or additional privileges from being on the IS2 CI network.

We have two-factor authentication (2FA) and strong password policies on GitHub, Google, AWS, Twilio, and Intercom to ensure access to third-party cloud services is protected.

IS2 CI does not store passwords. Single sign-on (SSO) allows you to authenticate users in your existing systems without requiring them to enter login credentials to IS2 CI. SSO support is available through GSuite, Office 365, HubSpot, Pipedrive, and Salesforce.

Permissions and Access Control Policy

IS2 CI enables permission levels to be set for any employees with access to our service.

Permissions and access can be set to include app settings, billing, user data, or the ability to listen back to recorded media.

Personnel

  • All employees complete Security and Awareness training annually.

  • IS2 CI has developed a comprehensive set of security policies covering a range of topics. These policies are updated frequently and shared with all employees.

  • All employee contracts include a confidentiality agreement.

  • IS2 CI performs background checks on all new employees in accordance with local laws. The background check includes employment verification and criminal checks for US-based employees.

Application Monitoring

  • On an application level, we produce audit logs for all activity, ship logs to Datadog for analysis, and use Amazon S3/Glacier for archival purposes.

  • All access to IS2 CI applications is logged and audited.

  • Bastion hosts are used to login to devices when necessary.

  • All actions taken on production consoles or in the IS2 CI application are logged.

  • We maintain a formal incident response plan for major events.

Security Audits

We are in the process of signing a contract to engage with a well-regarded third-party auditor to annually audit our code-base, and work with them to resolve potential issues.

Audits are ongoing with technologies such as AWS GuardDuty, AWS Cloudtrail, and Security Monkey to provide an audit trail over our infrastructure and the IS2 CI application. Auditing allows us to do ad-hoc security analysis, track changes made to our setup, and audit access to every layer of our stack.

Compliance

IS2 CI complies with the EU/Swiss-U.S. Privacy Shield Framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of personal information from European Union member countries/Switzerland.

IS2 CI is working to comply with the Vendor Security Alliance (VSA) published best practices.

Security Policies and Secure Development (SDLC)

We maintain security policies that are communicated and approved by management to ensure everyone knows their security responsibilities. Our policies are audited annually.

Software development is done through a documented SDLC process. Design of all new product functionality is reviewed by our security team. Senior engineers conduct mandatory code reviews for code changes and periodic in-depth security reviews of architecture and sensitive code. We operate separate environments for development, staging, and production.

Annually our engineers participate in secure code training covering OWASP Top 10 security flaws, common attack vectors, and other security controls.

Vulnerability Disclosure

Earning and keeping the trust of our customers is our top priority, so we hold ourselves to the highest privacy and security standards. If you have discovered a security or privacy issue that you believe we should know about, we would love to hear from you.

If you run into any issues, please contact support.

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