Difference between revisions of "FAQ's"

Revision as of 11:17, 8 May 2024

System Requirements

What hardware is required?

No special hardware is required as Charitylog /Crossdata is an internet (web) application. It is therefore possible to login from any desktop PC, laptop or mobile device that has an internet connection and browser. It will also run on iPads, most tablets and smart phones.

How fast should my internet connection be?

Connection speeds are rarely an issue these days. A minimum of 2Mbps is recommended. For reference Ofcom state that the average UK home broadband speed in September 2022 was 65.3Mbps.

What browser to I need?

Edge, Firefox, Chrome and Safari are supported. Internet Explorer is no longer supported. It is important that your browser is kept up to date as we only support the two latest versions.

What other software do we need?

No other software is required although MS Excel 2010 (and above) is a useful reporting tool.

Software features

Does each user have their own unique identifier?

Yes. There are two levels of login – first the user needs the organisation username and password, after this they need their own user name and password. Accounts will lock out after 3 invalid login attempts. Resets are then done via an approved administrator with the appropriate validation checks i.e. confirming that the user is who they say they are.

What if passwords are forgotten?

The local administrator controls this and will provide new passwords subject to rigorous authentication procedures.

Does the system use hard-coded or clear text passwords in the code, database or other files?

No hard coded passwords exist in the software.

Does the system allow different user profiles that permit different access / read / write / delete / create actions for individuals and groups of users to be established?

Yes

Does the system time out after a period of inactivity and log the user out?

Yes, after 60 minutes. This can be reduced at an organisation level.

Can data be restricted to named individuals or groups and hidden from others?

Yes. The local administrator is able to manage the visibility of individual and /or group data sets as required

Can I share information securely with project partners?

Yes. The local administrator can control this through the branch feature.

Can we integrate Charitylog / Crossdata into our website?

Yes, our web forms can be used to collect self referrals, or from others such as GPs, straight from your website. You'll need to edit the code on your website, but it's a single line change, and our support team show you how to do it.

What documentation will be made available to support the application?

All features are thoroughly documented in our manual, which is what you are reading now!

What help is available?

This online manual is ‘context sensitive’ and will link automatically to the correct page in the manual containing the information.

A telephone support line is also available during office hours (9am – 5pm) from Monday to Friday. We also provide support via email.

We record videos on specific topics and embed them into the manual together with uploading them to our webinar library for viewing whenever required.

Can individual user activity be monitored and audited?

The system maintains a secure audit trail that records all successful and unsuccessful attempts to access the system including user, date and time. The IP address from which the login was attempted is also recorded.

Software updates

How is the system upgraded?

Software upgrades are scheduled to take place at around 4 monthly intervals. Details of forthcoming upgrades are posted on the website.

How are bugs fixed?

All bugs are reported through a formalised reporting procedure which firstly establishes that the report is in fact a bug and then, if confirmed, allocates resources to its resolution.

Bugs which prevent operation of the system are given a high priority and are usually fixed in a few hours whilst others with lower impact may take longer. In very low priority cases the resolution may be delayed until the next software release stage.

What software development methodology is used? Dizions uses a tried and tested approach which incorporates elements of Agile, such as a focus on user stories over rigid specifications, short iterations, and face-to-face interactions. We do not believe rigidly sticking to any particular methodology is compatible with the continuous improvement needed for ISO9001.

Infrastructure & Data Centre

Where is data stored?

The system is hosted on dedicated servers in the UK by Rackspace (www.rackspace.co.uk) and Amazon Web Services (AWS). Each organisation has its own database(s) within the datacentre. It uses a MySQL database with PHP as the main programming language. There is no need for any local data storage, although clients may take local backups of their data when required. In this situation the client will be responsible for the security of the local backups.

Is the data encrypted at rest?

Yes, using AES with 256-bit encryption (high).

What security measures are in place at the data centre

Physical access to devices within a data centre is restricted to authorised personnel which prevents access to unauthorised areas. (e.g. the Inventory Controller does not have access to the servers and devices within the data halls).

A card reader and biometric access is required to enter the facility (finger printing), and further card reader access required to enter data centre floor. Security cameras recorded by digital video recorder. Bomb proof film installed behind all windowed areas. Fully fenced perimeter.

What is the uptime, and how do we maximise it?

Our SLA calls for 99.9% uptime. Typical uptime is much higher, e.g. in 2023 the figure was 99.95%. The data centre has multiple redundant systems, e.g. generators to cope with power outages. The firewalls are fully redundant, i.e. if one goes down, all traffic is routed to the other. The data centre constantly monitors the infrastructure, and provides us with a 1-hour hardware replacement guarantee.

Is the database server shared by other systems?

No

Is any data stored outside the EU?

No

Do we use a shared SAN for backups?

No

How do we deploy updates to servers and infrastructure?

All security updates are tested and deployed as soon as possible. General updates and version changes are tested and deployed in line with our planned new releases of the software.

What process and procedures are applied to remove unnecessary services from running automatically on operating systems?

Our servers only run the services and software for hosting our software and data. Our internal systems are not connected to the production servers. We only run approved services and software, which is audited monthly.

Are all pre-installed system account passwords changed from their defaults on our internal systems?

Our production servers and internal systems will have all manufacturer passwords replaced in line with our Information Management System policies. This is also a requirement for our ISO 27001 and Cyber Essentials Plus certification.

Do we use Antivirus Software and Personal Firewalls?

Hardware and/or Software is deployed at all of our network gateways including our Production and Email Servers. In additional to the gateways we also protect each device individually. The solutions that we use are industry standard provided by Avast, Cisco and Microsoft (Email Servers).

How do we physically transfer data?

As a cloud-based software developer we only transfer data electronically using SSL/TLS using 256-bit encryption.

GDPR

Is Charitylog / Crossdata GDPR compliant?

There is no formal accreditation for software products to be GDPR ‘compliant’. Charitylog / Crossdata does however, have an integrated set of tools to enable your organisation to be fully compliant with the GDPR (General Data Protection Regulation).

Is Dizions Ltd registered with the Information Commissioners Office?

Yes – we comply with the General Data Protection Regulation (GDPR) and are registered with the ICO - number ZA029219.

Have we appointed a Data Protection Officer (DPO)?

Yes, they may be contacted at our normal office address or by email dpo@dizions.co.uk

Freedom of Information Act (FOIA)

Whilst Charitylog / Crossdata does not directly come under the scope of this Act it would co-operate in any FOIA request should this become necessary.

The Act covers any recorded information that is held by a public authority in England, Wales and Northern Ireland, and by UK-wide public authorities based in Scotland.

Public authorities include government departments, local authorities, the NHS, state schools and police forces. However, the Act does not necessarily cover every organisation that receives public money. For example, it does not cover some charities that receive grants and certain private sector organisations that perform public functions.

Whilst Charitylog / Crossdata does not directly come under the scope of this Act it would co-operate in any FOIA request should this become necessary.

Security

What SSL security is used?

Thawte V3. TLS 1.2, AES with 256-bit encryption (High); RSA with 2048 bit exchange.

What security certification do we have?

We hold ISO27001:2013 and Cyber Essential Plus accreditations which are annually audited.

Are our staff trained for information security?

All staff undergo internal training specifically for data protection and information security.

HMG Security Policy Framework 2018

The new simplified government security classification scheme uses just three levels:

1 OFFICIAL: This category is for the majority of information created or processed by government and includes both routine business and some sensitive information, which could have damaging consequences if lost, stolen or published in the media, but are not subject to a heightened threat profile.

2 SECRET: Very sensitive information that justifies heightened protective measures to defend against determined and highly capable threats. For example, where compromise could seriously damage military capabilities, international relations or the investigation of serious organised crime.

3 TOP SECRET: This category of information is the most sensitive requiring the highest levels of protection from the most serious threats. For example, where compromise could cause widespread loss of life or else threaten the security or economic wellbeing of the country or friendly nations.

These new classifications are intended to liberate and modernise Government IT by simplifying the approach to secure data transfer and introducing greater commonality to support update of share services.

The most used grade of sensitive information – OFFICIAL – is the level which Charitylog/Crossdata systems and policies adopt.

Is the data encrypted at rest?

Yes, using AES with 256-bit encryption (high)

What quality checking is performed on code to prevent vulnerability such as SQL injection?

All user input, whether through POST or GET, is validated against its defined properties in a data dictionary and screened for what may be regarded as invalid characters as appropriate. We use standard escaping processes. Our method of implementing MySQL does not allow multiple queries to be submitted in a single query string. We only present single queries and a multiple query would create an error which would be reported back to us automatically, showing the query submitted.

We have XSS (cross-site-scripting) checks implemented on every page. A failure would stop the application and report the incident to us.

What type of firewalls are used?

Cisco ASA 5508 X

Are strong passwords enforced?

Yes. The following options regarding passwords apply: -

Minimum Length of User Username;

Minimum number of upper case characters in Username;

Minimum number of numeric characters in Username;

Number of weeks before user password change required;

Minimum length of user passwords;

Minimum number of upper-case characters in passwords

Minimum number of numeric characters in passwords;

Prevent immediate re-use of the same password if a password is changed.

All passwords are combined with a ‘salt’ before they are encrypted. The salt is periodically changed. This prevents rainbow-based attacks against dictionary passwords. We also check the password entered against previous and current salts to check for reuse.

How is data protected during transfer to and from the server?

As a cloud-based software developer we only transfer data electronically using SSL/TLS using 256-bit encryption. The system stores and transmits all passwords in encrypted form.

Is the software penetration tested?

Yes, every year we have a in-depth test conducted by a Certified Cyber Security Consultancy. This check covers both the software and the hardware for a range of potential vulnerabilities. The tests involve a mixture of automated tools, such as SSL scans, and manual tests by an expert tester.

Can I have a copy of the latest penetration report?

No, this is a commercially sensitive document of a technical nature, which is not shared with 3rd parties. However, we can provide a ‘letter of opinion’ from the certifying agency if required. In line with our ISO 27001 accreditation, we act on any recommendations from the report in a timely manner.

Can I conduct my own penetration test?

No. We commission pen test annually, which is conducted by a CREST accredited organisation. If we let other companies conduct such work independently, we would have to audit them as part of our ISO27001 accreditation, to make sure they were keeping their qualifications and accreditations up to date. We are also contractually obliged by the data centre to provide them with details of the scope all tests, and give them sufficient notice to avoid false alerts by their own mitigation systems.

Do we commission penetration tests on our internal office network and systems?

A penetration test is performed annually by an independent body as part of our Cyber Essentials Plus accreditation. The independent body qualifications include CLAS, CCP and IASME & CE+ A and is IASME Gold

Should I connect to Charitylog / Crossdata using public WIFI?

There are 2 types of public WIFI: unsecured and secured. You can tell if a network is secured because it will prompt you for a password when you connect. Most security experts recommend against using unsecured WIFI for any purpose whatsoever, often these can be people trying to obtain your data. For additional security when using a secured public network, you may want to consider using a VPN. Using a VPN means you are connected securely to your office, and the connection to our servers will go through the IP address of your office, which has the added benefit that you can then use the Restricted IP Addresses feature to block access from unknown locations.

What are the business continuity arrangements?

Backups are made automatically every 24hrs in the data centre and stored offsite for 28 days. The restore process is tested monthly. There is a security controlled option to take a data backup locally, which will provide all the SQL needed to rebuild the database elsewhere.

If the whole data centre and the backup location was destroyed (i.e. the servers and the backups were destroyed at the same time), the database could only be rebuilt from a local backup. Clients can make their own local backups (under secure conditions) should they wish.

There is also an ESCROW agreement provided by a solicitor who would release source code and software tools to enable the system to be rebuilt elsewhere, if it was proven that the system was no longer supported.

How do we handle data breaches?

In the unlikely event of a data breach being encountered on on our platform, we would contact your registered administrators immediately. We would also advise the Information Commissioner’s Office (ICO) if necessary.

How do I reduce the risk of cyber attacks?

Cyber attacks are a broad range of threats by bad actors. Dizions has a robust security posture, detailed in this section of the FAQs and our ISO27001 documentation, designed to reduce the risk of cyber attacks by securing the infrastructure and application. Your responsibilities as a user are mainly about good password hygiene and avoiding phishing emails. In the event of an attack, Dizions would first seek to secure the existing infrastructure to minimise downtime.

Do we operate a password change policy?

Yes, our systems require strong passwords, minimum of 8 characters, including capitals, numbers and special characters. Passwords require changing every 90 days. Users cannot use the previous 10 passwords.

What is the policy for the use of laptops and mobile devices?

We have users with Laptops and Phones which are protected by encryption and two factor authentication. We only use our cloud services to store our client information. Devices are centrally managed.

What is our policy for the use of removable media such as memory sticks and CD/DVDs?

We do not use any removable media. All removable media is physically blocked on our network.

What technical and organisational measures do we use to restrict and regulate our employee’s access to customer’s data?

Only named employees have access to client data, specifically for Data Migration services. This access is restricted by permissions on the network. Access to the production servers is also restricted to a controlled location. Access to data is audited including any failed access. If a client requests a change to their data, this is done using an administration panel to complete the update without displaying it. It is also carried out in a test environment first.

Dizions as a Business

When did Dizions start in business?

Dizions started trading in 2004 and was incorporated in 2008.

How many people do we employ?

Dizions currently employs 27 people

Does our company hold a recognised quality management certification?

Yes – ISO 9001:2015 which is annually audited

What type of business is Charitylog / Crossdata?

We are a software house and Charitylog / Crossdata are brands (trading) names of Dizions Ltd Dizions Ltd is a private limited company registered in Scotland – registration no SC340502 Registered office: c/o Henderson Kildavaig, 109/14 Swanston Road, Edinburgh EH10 7DS

What insurance cover do we have?

Employers Liability: £10,000,000 (single)

Public Liability: £10,000,000 (single)

Product Liability: £10,000.000 (single)

Professional Indemnity: £2,000,000 (single)

Cyber Security: £2,000,000 (single)

Have any claims been made against us in the last five years?

No

Other

How is Charitylog / Crossdata licenced?

Charitylog / Crossdata is licenced for 5 concurrent users on the Starter plan, 10 on the One plan, and unlimited on the Plus and Ultimate plans. Additional licences are available at extra cost.

What training is provided?

A specific number of days will be included in our proposal for Charitylog Standard to ensure the implementation goes smoothly and the setup is matched to your needs and reporting requirements. Charitylog One includes a specific number of getting started sessions.

Additional days may be purchased, as and when needed, for refresher training or for new staff joining the organisation. These days can be delivered remotely. They may also be delivered onsite if the company deems it safe to do so.

How do I remove my data at the end of the contract if I don't renew?

There are 2 areas to consider - the database(s) and the backup files.

Simply deleting a database can leave fragmented data on the disk. To prevent this, the data within the database is first overwritten multiple times, which means that even with physical access to the disk, an attacker would not be able to recover the deleted data.

The backup files are created using a Managed Backup, which is an automated process. Your data will remain for the duration of the back retention period. For additional peace of mind, for physical servers, we arrange for the storage media to be physically destroyed when it's decommissioned and a certificate of destruction provided.

What is a VPN?

A Virtual Private Network (VPN) is a connection between a device and a host (usually an office). A VPN can be used to create a secure and encrypted connection between devices. It is recommended that this is setup and configured by an IT professional. Please contact your IT support for further information.