Security and service level agreement
A strong and powerful platform
ENSEMBLE supports a massive number of connections daily and manages the safeguarding of millions of data of the Quebec professional system.
Our risk management procedures guarantee, among other things, the availability of the solution at all times. Our team performs regular tests to ensure the security and compliance of our services.
We offer a turnkey solution that ensures high security of your data and constant availability of services. We deal exclusively with hosting companies located in Canada!
Well protected data
MIRRORING
Your data is constantly mirrored in different physical locations. This ensures no data loss, even in the event of a major incident.
BACKUP
We make punctual backups which allow, if necessary, to reconstitute the state of your portal at a precise date.
TRACEABILITY
We keep a history of all actions and modifications made on the platform. For example, if the address of a partner's profile has been modified, the original value remains traceable as well as the information regarding the user who modified it, the date and time of the modification and the user's location.
DESTRUCTION
At your request, Connexence can destroy all the data collected by the platform.
ENCRYPTION
The protection of your data being our priority, we use many encryption strategies.
Secure transactions
We do not store any data relating to users’ credit cards or other banking information, which ensures maximum protection.
We also hold globally recognized security certifications such as PCI-SAQ-A and GDPR.
Access and action logging
Your management team retains full control over the access management of the portal. They can create and manage the types of profiles they assign to users according to their needs.
Portal access is logged. We log the date and time of interaction, IP address, pages viewed, browser used, etc.
Service Level Agreement (SLA)
A maintenance team is at your disposal 24/7 to ensure the smooth running of your platform. The maintenance team is composed of senior developers and system administrators who are always available in case of an incident. Customer service members are available Monday to Friday from 8:00 a.m. to 5:00 p.m.
In case of a major emergency, the client can count on reliability, even outside our business hours. In addition to the escalation process and the availability of resources, we treat problems in a timeframe proportional to their severity. Assistance tickets are coded as follows:
Immediate
3 hour resolution target
High
8 hour resolution target
Medium
5 day resolution target
Low
2 weeks resolution target
