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SaaS and Compliance

Admin By Request is Software as a Service ("SaaS"). The benefit of a SaaS solution is that you do not need any infrastructure at all, which in turn means that a proof-of-concept project literally can be set up in minutes. We take care of availability and scalability for you with our hosting partner, Microsoft, to provide you with a first class customer experience. We have chosen Microsoft Azure to host your service, because it is a top 3 world service provider in terms of availability, security and compliance.

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Compliance

GDPR

Admin By Request is developed by FastTrack Software, which is a European company and we must therefore abide to the EU General Data Protection Regulation - GDPR in short. To comply with Article 28 in the General Data Protection Regulation, any European company must provide a Data Processing Agreement (DPA) between us and any European customer. The agreement does apply to all customers around the world, which means that all customers reap the benefits of the GDPR requirements towards us. The overall purpose of Article 28 is transparency to the customer and to describe internal procedures in terms of security, availability and privacy when managing customer data. Log in with your licensed or trial credentials and click the link below to get a printable agreement between you and us. Please contact us, if you are a licensed customer and wish to get a signed copy from an Executive of FastTrack Software.

SOC 2

SOC 2 is developed by the American Institute of CPAs (AICPA) and defines the criteria for managing customer data based on five "trust service principles":
  • Security
  • Availability
  • Processing integrity
  • Confidentiality
  • Privacy
SOC 2 and GDPR Data Processing Agreements are very similar and they both address the same procedures. The key difference is that a GDPR Data Processing Agreement is based on the right to audit by the customer, whereas SOC 2 is a certification by a trusted third party. GDPR and SOC 2 compliances have to be seen two-fold, which is the hosting side (Microsoft) and the access side (FastTrack Software). Microsoft Azure is SOC 2 certified, whereas FastTrack Software is currently in the process of SOC 2 certification. Please refer to the link below for Microsoft Azure compliances.

Tenancy

The service we provide to you uses a multitenancy model. Multitenancy is the norm for SaaS solutions and is the model used by all major SaaS solutions, such as SalesForce or Google Apps – and also your bank. Your bank does not have a separate system for you as a customer, instead your bank uses multitenancy, which means that a set of pooled computing resources is shared among multiple customers (tenants) using application level isolation. A tenant (e.g. your company as a customer in your bank) is a group of users who share a common access with specific privileges to the software instance. With a multitenant architecture, the software application is designed to provide every tenant a dedicated share of the instance - including its data, configuration, user management and individual functionality. Please refer to the Microsoft tenancy design pattern page below for more deeper explanation of SaaS and Multitenancy.

Data

Where we store your data

We use Azure SQL to store your data. Microsoft securely stores the data in Azure SQL in Europe and California. If you are based in USA or Canada, Microsoft stores your data in California. If you are everywhere else in the world, Microsoft stores your data in Amsterdam.

Azure geo replications

How we back up your data

Data is geo replicated to the opposite Azure SQL location to ensure backup, fail-over and disaster recovery. Microsoft backs up Azure SQL and guarantees an Azure SQL restore is possible from any minute of the day for at least 7 days backwards. We also do a daily cold storage backup, in case of a complete irrecoverable Microsoft Azure failure.

How long we keep your data

We keep your auditlog data for 12 months by default. You can change the data retention period in your settings from a minimum of 3 months to a maximum of 5 years.

What data the inventory collects

The inventory collects:
  • Basic hardware inventory data, such as computer model, cpu, ram and operating system
  • IP address
  • User and computer domain and OU names
  • User's phone number and email address (see note below)
  • List of local administrator account names
  • List of computer and user groups (AD Domain or Azure AD)
  • List of installed software
In case of GDPR concerns, you have the ability to disable the collection of user name, account name, email address and phone number in the Settings menu after login. You can also disable the entire inventory, if this is your preference.

What data is cached on the client

The client software works exactly the same off of your LAN as it does on your LAN. This is possible because the clients cache an encrypted copy of the domain groups and OU name of the computer and the logged-on user, to be able to determine sub settings both online and offline.

What session data we collect

When a user has completed an App Elevation or an Admin Session, the client collects computer name, duration, installed and uninstalled software, UAC elevated programs, reason for administrator need and user's account name and full name. If the reason screen is used, email address and phone number are also collected, as entered by the user on the screen. You can disable collection of user name, email address and phone number in the Privacy menu in Settings in the portal.

How we send data

The data communication between the client and our servers is through our load balancer IP 104.45.17.196 using port 443 (HTTPS). The data itself is further encrypted using a 256 bit encryption on top of the SSL encryption to protect against Man-in-the-middle attacks by a person who has physical access to the client using a program like Fiddler.

Service Level Agreement

The service level agreement for Azure SQL is 99.99%. In case of a failure, geo replication will automatically fail-over to the opposite continent.

Portal

Access

At the time of licensing, you will receive a main login. With this login, you can create multiple logins with limited access, such as access for an auditor or a manager. A login also grants rights to see the same data in the mobile app. For all users, you can enable two factor authentication and single sign-on. If you received an NFR license for a proof-of-concept project, this tenant instance will automatically roll to be your commercially licensed tenant, once licensed.

Single sign-on

We support single sign-on (SSO) for Office 365, Azure AD, ADFS, Okta and any SAML 2.0 identity provider. We recommend that you set up single sign-on, because this ensures that you terminate access to the portal when employees leave the company. Refer to this page for technical setup of SSO.

Availability

We use Azure web servers in multiple continents in order to make sure we provide great performance anywhere in the world and that the portal is always up.

Azure fail over

Denial of Service Protection

The portal is protected from Distributed Denial of Service by Azure DDos protection. Refer to the document below for more information: Azure DDoc protection

Service Level Agreement

Our web servers are located in the same Azure Availability Set in each continent. An Azure Availability Set is a guarantee that Microsoft will not take web servers down for maintenance at the same time. Microsoft guarantees a 99.95% up time in each continent in this set up:

Questions?

We are 100% transparent and open about how we operate the service. If your question is not answered here, feel free to contact us on the live chat or use the Contact menu to call us or send us an email.