Security Policy

Effective day 25 May 2018

At Liveforce we take the protection of customer data extremely seriously. This Liveforce Security Policy describes the organisational and technical measures Liveforce implements platform wide designed to prevent unauthorised access, use, alteration or disclosure of customer data. The Liveforce services operate on Amazon Web Services (“AWS”); this policy describes activities of Liveforce within its instance on AWS unless otherwise specified.

Security Team

Our infrastructure and security team includes people who’ve played lead roles in designing, building, and operating highly secure Internet facing systems.

Best Practices

Incident Response Plan

We have implemented a formal procedure for security events and have educated all our staff on our policies.
When security events are detected they are escalated to our emergency alias, teams are notified and assembled to rapidly address the event.
After a security event is fixed we write up a post-mortem analysis.
The analysis is reviewed in person, distributed across the company and includes action items that will make the detection and prevention of a similar event easier in the future.
Liveforce will promptly notify you in writing upon verification of a security breach of the Liveforce services that affects your data. Notification will describe the breach and the status of Liveforce’s investigation.

Build Process Automation

We have functioning, frequently used automation in place so that we can safely and reliably rollout changes to both our platform very quickly.
We regularly deploy code, so we have high confidence that we can get a security fix out quickly when required.

Infrastructure

All of our services run in the cloud. Liveforce does not run our own routers, load balancers, DNS servers, or physical servers.
All of our services and data are hosted in AWS facilities in the EU and protected by AWS security, as described at http://aws.amazon.com/security/sharing-the-security-responsibility. Liveforce services have been built with disaster recovery in mind.
All of our servers are within our own virtual private cloud (VPC) with network access control lists (ACL’s) that prevent unauthorised requests getting to our internal network.
Liveforce uses a backup solution for datastores that contain customer data.

Data

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 that are designed to ensure data privacy and to prevent one customer from accessing another customer’s data (i.e., logical separation). We have many unit 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 being shipped to production.
Each Liveforce system used to process customer data is adequately configured and pathed using commercially-reasonable methods according to industry-recognised system-hardening standards.
Liveforce engages certain sub-processors to process customer data. These sub-processors are listed on the Third Parties section, as may be updated by Liveforce from time to time.

Data Transfer

All data sent to or from Liveforce is encrypted in transit using 256-bit encryption.
Our API and application endpoints are TLS/SSL only and score an “A+” rating on SSL Labs’ tests. This means we only use strong cipher suites and have features such as HSTS and Perfect Forward Secrecy fully enabled.

Authentication

Liveforce is served 100% over https. Liveforce runs a zero-trust corporate network.
There are no corporate resources or additional privileges from being on Liveforce’s network.
We have two-factor authentication (2FA) and strong password policies on GitHub, Google, AWS MongoDB, Twilio and Intercom to ensure access to cloud services are protected.

Application Monitoring

On an application level, we produce audit logs for all activity, ship logs to our service providers for analysis, and use S3/Glacier for archival purposes.
All access to Liveforce applications is logged and audited.
Bastion hosts are used to login to devices.
All actions taken on production consoles or in the Liveforce application are logged.

Security Audits and Certifications

We use technologies to provide an audit trail over our infrastructure and the Liveforce 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.
Information about AWS security certifications and obtaining copies of security reports from AWS is available at http://aws.amazon.com/compliance/pci-data-privacy-protection-hipaa-soc-fedramp-faqs.

Payment Processing

All payment instrument processing for purchase of the Liveforce services is performed by Stripe. For more information on Stripe’s security practices, please see https://stripe.com/docs/security/stripe.

Customer Responsibilities

Managing your own user accounts and roles from within the Liveforce services.
Protecting your own account and user credentials for all of your employees accessing the Liveforce services.
Compliance with the terms of your Customer Agreement with Liveforce, including with respect to compliance with laws.
Promptly notifying Liveforce if a user credential has been compromised or if you suspect possible suspicious activities that could negatively impact security of the Liveforce services or your account.
You may not perform any security penetration tests or security assessment activities without the express advance written consent of Liveforce.
Any data you export from the system is your responsibility and should follow your own data policies.