SupportLogic and Your System of Record
What Data is Collected?
Core System of Record Data
Core system of record (SOR) data is defined as data necessary for the analysis and display of a single case or ticket. Core data is thus the minimum requirement of data to be imported into SupportLogic’s secure data pipeline. A high-level overview of these core tables (shown under generic names) is below.
Case or ticket views in your SOR are composed of data that is retained in multiple tables. Accordingly, SupportLogic minimally needs access to a small number of these core tables in your SOR in order to deliver the actionable, data-rich views that SupportLogic provides. For the specific tables required for your SOR, please refer to the section pertaining to your system(s) of record below.
Salesforce Service Cloud
Record_type (if applicable)
Sys_user_group (if applicable)
Group (if applicable)
Additional CRM Data
Furthermore, many SupportLogic customers have chosen to import additional CRM data into their secure SupportLogic environment in order to elevate the insights they are able to gain from across the SupportLogic product family. These data range from asset tables for hardware vendors to see in their SupportLogic user interface, to customer survey response data that our customers are eager to have us analyze in order to improve their experience with our proprietary machine learning engine.
Regardless of the data you choose to import into SupportLogic, no SOR data is ever moved outside of your secure VPC environment or co-located with any other SupportLogic customer SOR data. Access to SOR data by SupportLogic employees is strictly limited to the requisite data necessary to perform the duties entailed in our role in creating value for your business.
How is data collected?
SupportLogic uses a third-party integration service to perform regular, transparent, read-only synchronization from your system of record into an isolated, secure Virtual Private Cloud (VPC) environment hosted on Google Cloud Platform. No data is ever retained by the third-party integration service and all system of record data is encrypted at all times during transit. In-transit data expiration is enforced by the Amazon Web Services platform.
How often does it sync?
The sync frequency is configurable. After the initial sync, system of record data is routinely synced at intervals varying from 5 to 60 minutes. The sync frequency may be dynamically changed at any time in order to accommodate system of record limitations, but users generally prefer shorter intervals for the most up-to-date analysis and alerts. SupportLogic uses an intelligent syncing service that pulls only the data that has changed since the previous sync, ensuring that API usage remains at the bare minimum regardless of sync frequency.