Security, Privacy & Architecture Documentation

Last updated: 21 May 2018

Rotaready's Corporate Trust Commitment

Rotaready is committed to achieving and maintaining the trust of our customers. Integral to this mission is providing a robust security and privacy program that carefully considers data protection matters across our suite of services, including data submitted by customers to our services ("Customer Data").

Services Covered

This documentation describes the architecture of, the security- and privacy-related audits and certifications received for, and the administrative, technical and physical controls applicable to, the Rotaready platform.

Some of the elements described in this documentation, such as log retention, back-ups, disaster recovery and return and deletion of data, do not apply to the temporary developer testing environments branded as "Sandboxes."

Architecture and Data Segregation

The Covered Services are operated in a multitenant architecture that is designed to segregate and restrict Customer Data access based on business needs. The architecture provides an effective logical data separation for different customers via customer-specific "Organisation IDs" and allows the use of customer and user role-based access privileges. Additional data segregation is ensured by providing separate environments for different functions, especially for testing and production. The specific infrastructure used to host Customer Data is described in the Sub-processors documentation.

Additionally, the Covered Services undergo security assessments by internal personnel and third parties, which include infrastructure vulnerability assessments and application security assessments, on at least an annual basis.

Control of Processing

Rotaready has implemented procedures designed to ensure that Customer Data is processed only as instructed by the customer, throughout the entire chain of processing activities by Rotaready and its sub-processors. In particular, Rotaready and its affiliates have entered into written agreements with their sub-processors containing privacy, data protection and data security obligations that provide a level of protection appropriate to their processing activities. Compliance with such obligations as well as the technical and organisational data security measures implemented by Rotaready and its sub-processors are subject to regular audits. The Sub-processors documentation describes the sub-processors and certain other entities material to Rotaready’s provision of the Covered Services.

Security Controls

The Covered Services include a variety of configurable security controls that allow customers to tailor the security of the Covered Services for their own use. Please see additional information on such controls in the Rotaready Knowledge Base.

Security Policies and Procedures

The Covered Services are operated in accordance with the following policies and procedures to enhance security:

  • Customer passwords are stored using a one-way salted hash.
  • User access log entries will be maintained, containing date, time, user ID, URL executed or entity ID operated on, operation performed (created, updated, deleted) and source IP address. Note that source IP address might not be available if NAT (Network Address Translation) or PAT (Port Address Translation) is used by the User or its ISP.
  • If there is suspicion of inappropriate access, Rotaready can provide customers log entry records to assist in forensic analysis. This service will be provided to customers on a time and materials basis.
  • Data centre physical access logs, system infrastructure logs, and application logs will be kept for a minimum of 30 days. Logs will be kept in a secure area to prevent tampering.
  • Passwords are not logged.
  • Rotaready personnel will not set a defined password for a user. Passwords are reset to a random value (which must be changed on first use) and delivered automatically via email to the requesting user.

Intrusion Detection

Rotaready, or an authorised third party, will monitor the Covered Services for unauthorised intrusions using network-based and/or host-based intrusion detection mechanisms. Rotaready may analyse data collected by users' web browsers (e.g., device type, screen resolution, time zone, operating system version, browser type and version, system fonts, installed browser plug-ins, enabled MIME types, etc.) for security purposes, including to detect compromised browsers, to prevent fraudulent authentications, and to ensure that the Covered Services function properly.

Security Logs

All systems used in the provision of the Covered Services, including firewalls, routers, network switches and operating systems, log information to their respective system log facility or a centralised syslog server (for network systems) in order to enable security reviews and analysis.

Incident Management

Rotaready maintains security incident management policies and procedures. Rotaready notifies impacted customers without undue delay of any unauthorised disclosure of their respective Customer Data by Rotaready or its agents of which Rotaready becomes aware to the extent permitted by law.

Rotaready typically notifies customers of significant system incidents by email, and for incidents lasting more than one hour, may invite impacted customers to join a conference call about the incident and Rotaready's response.

User Authentication

Access to Covered Services requires authentication via one of the supported mechanisms, including user ID/password, SAML based Federation, Oauth, Social Login, or Delegated Authentication as determined and controlled by the customer. Following successful authentication, a random session ID is generated and stored in the user's browser to preserve and track session state.

Physical Security

Production data centres used to provide the Covered Services have access control systems that permit only authorised personnel to have access to secure areas. These facilities are designed to withstand adverse weather and other reasonably predictable natural conditions, utilise redundant electrical and telecommunications systems, employ environmental systems that monitor temperature, humidity and other environmental conditions, and contain strategically placed heat, smoke and fire detection and suppression systems. Facilities are secured by around-the-clock guards, interior and exterior surveillance cameras, two-factor access screening and escort-controlled access. In the event of a power failure, uninterruptible power supply and continuous power supply solutions are used to provide power while transferring systems to on-site back-up generators.

Reliability and Backup

All networking components, network accelerators, load balancers, Web servers and application servers are configured in a redundant configuration. All Customer Data submitted to the Covered Services is stored on a primary database server with multiple active clusters for higher availability. All Customer Data submitted to the Covered Services is stored on highly redundant carrier-class disk storage and multiple data paths to ensure reliability and performance. All Customer Data submitted to the Covered Services, up to the last committed transaction, is automatically replicated on a near real-time basis to the secondary site and is backed up on a regular basis and stored on backup media for an additional 30 days in production environments and 7 days in Sandbox environments, after which it is securely overwritten or deleted. Any backups are verified for integrity and stored in the same data centres as their instance.

Disaster Recovery

Production data centres are designed to mitigate the risk of single points of failure and provide a resilient environment to support service continuity and performance. The Covered Services utilise secondary facilities that are geographically diverse from their primary data centres, along with required hardware, software, and Internet connectivity, in the event Rotaready production facilities at the primary data centres were to be rendered unavailable.

Rotaready has disaster recovery plans in place and tests them at least once per year. The scope of the disaster recovery exercise is to validate the ability to failover a production instance from the primary data centre to the secondary data centre utilising developed operational and disaster recovery procedures and documentation.

The Covered Services' disaster recovery plans currently have the following target recovery objectives: (a) restoration of the Covered Service (recovery time objective) within 12 hours after Rotaready's declaration of a disaster; and (b) maximum Customer Data loss (recovery point objective) of 4 hours. However, these targets exclude a disaster or multiple disasters causing the compromise of both data centres at the same time, and exclude development and test bed environments, such as the Sandbox service.

Viruses

The Covered Services do not scan for viruses that could be included in attachments or other Customer Data uploaded into the Covered Services by a customer. Uploaded attachments, however, are not executed in the Covered Services and therefore will not damage or compromise the Covered Services by virtue of containing a virus.

Data Encryption

The Covered Services use industry-accepted encryption products to protect Customer Data and communications during transmission between a customer's network and the Covered Services and while at rest, including 256-bit TLS Certificates and 2048-bit RSA public keys at a minimum. Additionally, all data, including Customer Data, is transmitted between data centres for replication purposes across a dedicated, encrypted link utilising AES-256 encryption.

Return of Customer Data

Within 30 days post contract termination, customers may request return of their respective Customer Data submitted to the Covered Services (to the extent such data has not been previously deleted by Customer). Rotaready shall provide such Customer Data via a downloadable file in comma separated value (.csv) format and attachments in their native format.

Deletion of Customer Data

After termination of all licenses associated with an environment, Customer Data submitted to the Covered Services is retained in inactive status within the Covered Services for 30 days and a transition period of up to 30 days (which together shall not exceed a total of 60 days), after which it is securely overwritten or deleted. Customer Data submitted to the Covered Services (including Customer Data retained in inactive status) will be stored on backup for an additional 14 days in production environments and 7 days in Sandbox environments, after which it is securely overwritten or deleted. Physical media on which Customer Data is stored during the contract term is not removed from the data centres that Rotaready uses to host Customer Data unless the media is at the end of its useful life or being deprovisioned, in which case the media is first sanitised before removal. This process is subject to applicable legal requirements.

Without limiting the ability for customers to request return of their Customer Data submitted to the Covered Services, Rotaready reserves the right to reduce the number of days it retains such data after contract termination. Rotaready will update this Security, Privacy and Architecture Documentation in the event of such a change.

Analytics

Rotaready may track and analyse the usage of the Covered Services for purposes of security and helping Rotaready improve both the Covered Services and the user experience in using the Covered Services. For example, we may use this information to understand and analyse trends or track which of our features are used most often to improve product functionality.

Rotaready may share anonymous usage data with Rotaready's service providers for the purpose of helping Rotaready in such tracking, analysis and improvements. Additionally, Rotaready may share such anonymous usage data on an aggregate basis in the normal course of operating our business; for example, we may share information publicly to show trends about the general use of our services.

Interoperation with Other Services

The Covered Services may interoperate or integrate with other services provided by Rotaready or third parties.