SupportLogic SaaS platform enables organizations to achieve customer success using the power of Machine Learning and Big Data analytics. It consists of three key elements: a lightweight data connector, data platform, and a web portal. All three elements are hosted in a secure cloud infrastructure. The lightweight data connector connects to your data sources such as your ticketing system of record or discussion forums using the authentication token that you provide us. All the data collection happens securely over SSL using REST APIs.
SupportLogic does not require login details or password to your ticketing system of record. However to use the SupportLogic application we require you to have an account created in our platform. We provide two options for account creation, you can create individual user accounts using your email address or sign-in with your existing slack credentials. If you use sign-in with slack functionality we collect your slack profile information.
Yes! All collected data is strongly encrypted using TLS 1.2 (and above) when streaming to SupportLogic.
SupportLogic does not modify any of your existing data however it can optionally add new tags to your data sources and modify and delete the tags that it previously added.
Once collected, your data is securely stored in SupportLogic systems, and is retained and processed within a per customer virtual private cloud (VPC) (see Appendix B for the data flow diagram) Physical and network security are maintained in the datacenter to ensure only correctly authenticated access to your data and two factor authentication is enforced.
• Unused protocols are blocked with network firewalls and edge routers
• Internal firewalls are used to limit data to its respective application tier
• User and customer SupportLogic credentials are securely hashed (SHA-512) with a 192-bit random salt
All cloud services are managed through a secured global API gateway infrastructure. This API serving infrastructure is only accessible over encrypted SSL/TLS channels, and every request requires the inclusion of a time-limited authentication token generated via human login or private key based secrets through the authentication system described above.
All the data that is stored in our cloud infrastructure is encrypted under the 256-bit Advanced Encryption Standard, and each encryption key is itself encrypted with a regularly rotated set of master keys.
Only you − or someone you invite to your SupportLogic account − can see and run analytics against your data.
Only you can give access to your data by inviting new users to your account or by engaging a third party and explicitly providing access to your data. This access is read-only or to run analytics against the data − never to manipulate the data. You have the ability to grant or revoke visibility permissions and can remove access permission at any time. SupportLogic does not share individually-identifiable information with third parties without explicit direction from our users and customers. See Appendix C for our privacy policy
SupportLogic uses the collected data for generating its machine learning models. Once the model is created the collected data is not needed, however SupportLogic may store the data to continuously improve its machine learning models.
Yes! All collected data is strongly encrypted using TLS 1.2 (and above) when streaming to SupportLogic.
When your account is terminated SupportLogic tombstones all your data for eventual deletion. However at request your data will be deleted within 1 business day.
Yes, please send a request to hello@supportlogic.io with the details of the support case. SupportLogic will delete the case data and send you a confirmation email within one business day.
Non individually-identifiable data may be queried by SupportLogic to provide system-wide analytics but it’s never shared with any third party.
| Data Type | Sensitivity | Access | Encryption |
|---|---|---|---|
| Original ticketing data | Confidential | Designated Support Logic employees only; 3rd-party sync service | at rest and at transmission |
| Internal conversations | Sensitive | Designated Support Logic employees only | at rest and at transmission |
| ML predictions | Sensitive | Designated Support Logic employees only | at rest and at transmission |
| ML annotations | Sensitive | Designated Support Logic employees only | at rest and at transmission |
| Product usage data | Sensitive | Designated Support Logic employees only | at transmission |