Engagio Platform

We developed the Engagio platform using multiple data centers to ensure high redundancy and availability to meet our commitment to uptime and performance.

Engagio uses security tools for scanning of its environment and services. We also engage professional security vendors to perform third-party penetration tests and audits of our environment on an annual basis, respectively, while internal system scans are performed weekly. Engagio uses multiple data centers to provide redundancy, and the data centers are in geographically distributed regions and are highly redundant in themselves.

Engagio Platform – System Description

Access to Customer Data
A subset of Engagio’s Personnel has access to customer data as necessary to support the platform. Individual access is granted based on the role and job responsibilities of the individual. Access to systems containing customer data is reviewed on a regular basis and is monitored on an ongoing basis.

Secure Data Handling and Destruction
Engagio has taken a simple, no nonsense approach to security: no device capable of holding data may ever leave a data center intact – it must be physically destroyed following the techniques details in the DoD 5220.22-M (National Industrial Security Program Operating Manual) or NIST 800-88 (Guidelines for Media Sanitization).

Customer Responsibilities
Engagio platform provides broad functionality of Account Based Marketing and orchestration to its customers. It is provided as a multi-tenant, cloud-based service, accessible on the internet via web browsers such as Chrome, Firefox, etc. As a user of the Engagio platform, customers should be proactive in recognizing the value, sensitivity, and need to safeguard the information provided by the service and access to the policy enforcement capabilities. This document details Engagio customer responsibilities as they relate to use of the Engagio platform. It is the responsibility of Engagio customers to familiarize themselves with the information and procedures set forth below and comply with them.

 

Safeguarding of Assets & Information
To safeguard information assets and policy enforcement capabilities available in the Engagio platform, the customers’ IT governance processes should include end-user training regarding appropriate use and awareness of the need for securing access to their Engagio platform account credentials. As with most cloud services, access to the Engagio platform requires a login ID and password. When an organization subscribes to the Engagio platform service, it is the customer’s responsibility to manage which end users should be given access. Customers should also define when access should be taken away from the end users. For example, access should be revoked upon end user’s separation from employment or as part of departmental changes that result in change of duties or responsibilities. Only valid account credentials should be used by authorized users to access the Engagio platform service. Engagio’s platform service should be considered sensitive and confidential by Engagio platform users. Users should follow information security best practices in ensuring access to their account credentials is appropriately limited, as well as ensuring that the information and functionality provided by the Engagio platform service is protected and restricted from unauthorized use. Engagio platform users are responsible for maintaining the security and confidentiality of their user credentials (e.g., Login ID and Password), and are responsible for all activities and uses performed under their account credentials whether authorized by them or not. By establishing user credentials and accessing the Engagio platform, end users of the Engagio platform service  agree to comply with these requirements to safeguard assets and account information.

Password Management
Engagio platform service is accessible to the global Internet public, as a result, great care must be exercised by Engagio platform users in protecting their subscription against unauthorized access and use of their credentials. By establishing user credentials and accessing the Engagio platform service, end users agree to proactively protect the security and confidentiality of their user credentials and never share service account credentials, disclose any passwords or user identifications to any unauthorized persons, or permit any unauthorized person to use or access their Engagio platform accounts. Any loss of control of passwords or user identifications could result in the loss of “Personally Identifiable Data (PII)” and the culpable account owner(s) may be liable for the actions taken under their service account credentials whether they authorized the activity or not. Additionally, when establishing Engagio platform account credentials, end users are required to establish strong passwords following password strength and complexity best practices; passwords should not be easily guessable.

 

Reporting Operational Issues
All Engagio services are monitored 24×7 and the status of the platform is updated at http://status.engagio.com. Any scheduled maintenance is also posted on the status page. To get updates in real-time, customers can subscribe to email notification on the status page. On the occasion that Engagio users observe performance issues, problems or service outages, users can contact support@engagio.com to report such issues.

 

Incidents and Breaches
By establishing Engagio platform account credentials or accessing its service, end users of the service agree to notify Engagio immediately of any security incident, including any suspected or confirmed breach of security. Also, users of the service agree to logout or exit the service immediately at the end of each session to provide further protection against unauthorized use and intrusion. Engagio platform users should also notify Engagio immediately if they observe any activity or communications in other forums that may indicate that other Engagio customers have had their accounts compromised. Lastly, Engagio encourages users to practice responsible disclosure by notifying Engagio of any identified security vulnerabilities. Engagio is dedicated to providing secure services to clients, and will triage all security vulnerabilities that are reported. Furthermore, Engagio will prioritize and fix security vulnerabilities in accordance with the risk that they pose.

Compliance Issues
Regulatory requirements and industry mandates are continuously increasing in scope & depth and can vary from industry to industry. Engagio users agree to abide by the regulatory requirements, industry mandates, and other compliance requirements imposed on their organizations and understand that use of cloud-based services does not exclude the organizations from responsibilities for restricting access to application information and functionality.

Responsible Disclosure Policy
Engagio is dedicated to keeping its cloud platform safe from all types of security issues thereby providing a safe and secure environment to our customers. Data security is a matter of utmost importance and top priority for us. If you are a dedicated security researcher or vulnerability hunter and have discovered a security flaw in the Engagio platform including the cloud application and infrastructure, we appreciate your support in disclosing the issue to us in a responsible manner. Our responsible disclosure process is managed by the security team at Engagio. We are always ready to recognize the efforts of security researchers by rewarding them with a token of appreciation, provided the reported security issue is of high severity and not known to us. While reporting the security vulnerability to Engagio Security, please refrain disclosing the vulnerability details to the public outside of this process without explicit permission. Please provide the complete details. We determine the impact of vulnerability by looking into the ease of exploitation and business risks associated with the vulnerability.

Response
As a security researcher, if you identify or discover a security vulnerability in compliance with the responsible disclosure guidelines, Engagio security commits to:

  • acknowledge the receipt of reported security vulnerability in a timely fashion
  • notify you when the vulnerability is remediated
  • extend our gratitude by providing a token of appreciation in supporting us to make our customers safe and secure

Please send the details of the discovered vulnerability or any security issue to:  security@engagio.com