Clarabridge Engage Security & Privacy

 

Our Customer Commitment

At Clarabridge Engage, we are obsessed with the success of our customers. It is this core value that drives us to maintain robust security and privacy measures that are designed to ensure the confidentiality, integrity, and availability of the data that is submitted to our Services by our customers or their agents or that is collected by us on behalf of our customers (collectively, the “Customer Data”).

This document provides an overview the security and privacy program and infrastructure that are utilized by Clarabridge Engage to support our Digital Customer Care platform.

 


Clarabridge Engage Architecture

Clarabridge Engage Services are implemented utilizing two-tier architecture using industry-established practices and commercially reasonable security countermeasures (e.g. software-based firewalls, NIDS/NIPS):

 

Application tier:
The Application tier connects to the internet and is protected as described above using HTTPS.

 

Database tier:
The Database tier resides on a private-only network, with no internet access. This tier is designed to be accessible only from the Application tier.

Clarabridge Engage utilizes a network-within-a-network topology that is designed to be highly secure. The network is made up of a Private network and a Public network.

The Application servers are part of the Public and Private networks using HTTPS (port 443) only. Customers do not require additional ports and protocols. Database servers are hosted in the Private network only.

 


Assessments and Compliance

Clarabridge Engage follows the OWASP standard for developing and testing our Services. Application security assessments are performed internally with each major release of the Company’s Services. We undergo annual independent third party assessments that include: the security program, web application assessment, vulnerability scans and penetration testing.

We perform manual and automated testing of each Subscription Service code release. The environment applicable to the Services is further subject to weekly vulnerability scanning.

 

Infrastructure Provider:
For customers on app.engagor.com, Clarabridge Engage uses Unix Solutions BVBA, as its primary data center provider, located in Zaventem, Belgium. Information about Unix Solutions is available on their website.

For customers on us.engagor.com, Clarabridge Engage uses IBM Cloud, as its primary data center provider, located in Dallas 12, United States. Information about IBM Cloud is available on their website.

 

System Security:
In addition to the architectural security measures described above, our Unix Solution data center is operated so that while the data center provider manages the hardware and network, it has no access to the hardware once provisioned by Clarabridge Engage for customers. Clarabridge Engage manages the operating system and applications and disables all-access, except physical. All-access for system administration is only available over SSH. All servers are provisioned with a standard security configuration. Puppet is used for locking down security configuration.

 

Data Center Physical Security:
Clarabridge Engage maintains industry standard physical and operational security measures, such as utilizing data centers that are located only in facilities with controlled access and 24-hour security, having no public-facing server room doors, digital security video surveillance, access that is strictly limited to data center employees using a key-card, with access logged in a digital access log, prohibiting data center tours and barcode-only identification on hardware (i.e., no customer markings of any type on the servers themselves).


Data Center Locational and Environmental Redundancy, Backups, and Disaster Recovery

All core systems are configured to provide for geographic redundancy for disaster recovery and business continuity purposes in the locations described below. This redundancy utilizing geographically separated data centers is designed to provide superior reliability and data integrity.

USA (Customers on us.engagor.com):

Cloud Hosting: Geographically, data is being stored & processed in our main data center IBM Cloud in Dallas 12, United States.

Backups us.engagor.com:
All data is backed up using daily and weekly images. Additionally, leader/follower replication ensures that database backups are hot-swappable. All social media mentions are duplicated in real-time and stored on separate servers. Backups are kept for a maximum of 30 days. Clarabridge Engage regularly runs restore tests. The recovery point objective is a maximum of 24h in case hot spares for databases fail. The recovery time objective is 15 minutes for MySQL.

EU (Customers on app.engagor.com):

Cloud Hosting: Geographically, data is being stored & processed in our main data center Unix Solutions in Zaventem/Brussels, Belgium.

Backups app.engagor.com:
All data is backed up using daily and weekly images. Additionally, leader/follower replication ensures that database backups are hot-swappable. All social media mentions are duplicated in real-time and stored on separate servers. Backups are kept for a maximum of 30 days. Clarabridge Engage regularly runs restore tests. The recovery point objective is a maximum of 24h in case hot spares for databases fail. The recovery time objective is 15 minutes for MySQL. Furthermore, a full offsite backup syncs continuously to our offsite Data Center of Unix Solution, in Leuven. The delay in transfer time means there is a delay of about one hour. The recovery point objective is the same with the addition of this delay.

 


Data Security, Data Transfer, and VPN Access

In addition to the security measures described above, our data security, data transfer, and SSH access measures included the following: access to customer data is controlled using access control lists, permissions, and role-based groups.

Data transfer by customers is encrypted with SSL/HTTPS. Data transfer for administrational purposes is encrypted with SCP.

SSH: A securely configured SSH setup is in place for all system administration access. Only 2 servers are publicly accessible (over SSH) as entry points for the private network.

 

Incident Management and Notification:
Clarabridge Engage has implemented and maintains security incident management policies and procedures. Clarabridge Engage will promptly notify any impacted customer of verified or believed security incidents, such as any unauthorized disclosure of Customer Data, to the extent not prohibited by law, regulation, or the order of any court or legal authority.

 


Security Policy Overview

Clarabridge Engage maintains a security program and policy suite based on NIST SP 800-53 (Revision 4). Policies are available to customers under a non-disclosure agreement. Policy highlights include:

All systems are deployed utilizing an industry-standard security configuration. Access to systems is provided enforcing ‘need to know’ and ‘least privilege’ principles. All access to the data center will be provided over SSH. All application tier servers only have port 443 (HTTPS).

Base password strength policy is customizable by customer provided that it must conform to the following minimums: “strong” passwords that are a minimum of 8 characters in length and have a client configurable maximum age. All applications are required to implement a username and password authentication. Account lockout occurs after a client configurable amount of failed login attempts. Unlocking requires account admin or Clarabridge Engagestaff manual action. No default application and system passwords are used.

Customers can request an annual pen test and security assessment of the Clarabridge Engage production environment provided a suitable time frame for this is agreed with Clarabridge Engage.

Further, to provide greater assurance that our security program is followed, all Clarabridge Engage employees undergo security training within 30 days of hire.

 

Encryption Standards:
Clarabridge Engage implements, monitors, and upgrades encryption based on current NIST guidelines as well as industry-recognized practices and standards. We support TLS 1.2 or higher for HTTPS and HTTPS API, AES 256 for SSH, and AES 256 with key stretching for passwords saved in databases.

 

Media Sanitization and Data Deletion:
At the termination of Subscription Services, Clarabridge deletes all Customer Data.

 

Logging and Monitoring:
Data Center Monitoring: Datacenter provider actively monitors the data center environment (power access, temperature, access) and network and notifies Clarabridge Engage as soon as any issues are identified. Automated tickets are immediately opened to address any issues.

Clarabridge Engage Monitoring: Clarabridge Engage uses a robust monitoring solution (Server Density) to proactively monitor hardware and the Clarabridge Engage Services around the clock in order to maintain uptime and proactively resolve issues. Clarabridge Engage also monitors Host Ping + IPMI Statistics. Automated notifications are in place to notify the team of issues or outages.