Important note is that you should not mix this with the development of the system and continuous work with bugs. In our SLA, we guarantee what time frames we can assist you with in terms on support. We can always guarantee a response time for error reports, but not a resolution time since it depends on the type of error that has occurred.
SLA | STARTER | ANALYZER | IMPACTER |
Support chatbot | 24/7 | 24/7 | 24/7 |
Support personal chat | Office time 8-17 | Office time 8-17 | Office time 8-17 |
Support telephone | Office time 9-17 | Office time 9-17 | Office time 8-17 |
Response time support | 10 minutes | 10 minutes | 10 minutes |
Uptime guarantee | 99,7% | 99,7% | 99,7% |
Respons time error in the system | 1 workday | 1 workday | 1 workday |
DATA SECURITY
THE SOFTWARE
The software currently uses the .NET Framework 4.7.2 & Core 2.2 and VUE.js.
We use Microsoft SQL 2019 as a database engine.
We use a few components for e.g. PDF printing etc.
We can produce exact names and version numbers if you wish.
OPERATION AND SERVER STRUCTURE
Our servers are operated today at Glesys in Falkenberg. Their service meets industry standards for SLA, fire protection, ISO27001 certified, etc.
Our interface is rendered on the user's computer.
The database and the product instance are separated on different servers.
We use Windows server 2019, Ubuntu and CentOS.
Our internal network is built with separated layers.
All external traffic passes a firewall and a reversed proxy(nginx).
ENCRYPTION / HASCHING
All passwords are hashed and salted in the database.
Some text fields in the product that are extra sensitive, e.g. texts in a call, are encrypted so that the texts cannot be deciphered when administering the databases.
All traffic that occurs between the user's device and the web server is encrypted with 256-bit encryption
SQL Server 2019 uses TDE with aes256
DATABASE STRUCTURE
Each unique social security number in our database consists of a long chain. This means that if an employee wants to "disappear" from the register, it is possible to track all entries in the database that are linked to the unique individual and delete them.
Each customer in our SaaS service has its own instance of Sysarb and database.
BACKUP
Every night a full backup is taken of the entire database. At other times of the day, we back up transaction logs every 30 minutes. The backups are stored in several different geographical locations.
LOGBOOK
At present, there is a logbook that applies generally to the entire instance. It does not log information that is exchanged in the database, but only events that occur. We guarantee that a current logbook is saved for 1 month backwards.