Difference between revisions of "FAQ's"

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==System requirements==
 +
'''What hardware is required?'''
  
−
'''Frequently Asked Questions'''
+
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 smartphones.
  
−
=What hardware is required?=
+
'''How fast should my internet connection be?'''
−
 
−
Charitylog is an internet (web) application and as such it is 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.
 
  
−
=What other software do we need?=
+
Connection speeds are rarely an issue these days. A minimum of 2Mbps is recommended. For reference, Ofcom stated that the average UK home broadband speed in September 2022 was 65.3Mbps.
−
 
−
No other software is required although MS Excel 2010 (and above) is a useful reporting tool.
 
  
−
=What internet browser(s) are supported?=
+
'''What browser do I need?'''
−
 
−
We support the latest 2 versions of Microsoft Edge, Chrome, Firefox and Safari. Please note that support for Internet Explorer is mebing withdrawn in October 2021
 
  
−
=How is Charitylog licenced?=
+
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.
−
 
−
Charitylog is licenced for up to 50 concurrent users, as standard. Additional licences are available at extra cost.  
 
  
−
=What SSL security is used?=
+
'''What other software do we need?'''
−
 
−
Thawte V3. TLS 1.2, AES with 256-bit encryption (High); RSA with 3072-bit exchange.
 
  
−
=What quality checking is performed on code to prevent vulnerability such as SQL injection?=
+
No other software is required, although Microsoft Excel is a useful reporting tool.
−
 
−
We use certain functions or processes to prevent this and to protect data being ‘posted’ or ‘get’ between pages, as well as CSRF checks etc.
 
  
−
All user input, whether through POST or GET, is validated against its defined properties in a data dictionary and screen for what may be regarded as invalid characters as appropriate. We use standard escaping processes to store and retrieve data. 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.
+
==Licensing & training==
 +
'''How is the system licenced?'''
  
−
We have CSRF checks implemented on every page that is displayed. A failure would stop the program running and report the incident to us.  
+
Licensed for 5 concurrent users on the Starter plan, 10 on the One plan, and unlimited on the Plus and Ultimate plans. Additional licenses are available at extra cost.
  
−
=Where is data stored?=
+
'''What training is provided?'''
−
 
−
The system is hosted on dedicated servers in the UK by Rackspace (www.rackspace.co.uk). Each organisation has its own database(s) within this datacentre. It uses a MySQL database with PHP as the main programming language. There is no need for any local data storage, although clients make take local backups of their data if and when required. Responsibility for the security of those backups rests with the customer.
 
  
−
=HMG Security Policy Framework 2014=
+
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.
−
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.
+
==User management & security==
 +
'''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 username 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.
  
−
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.
+
'''What if passwords are forgotten?'''
  
−
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.
+
The local administrator controls this and will provide new passwords subject to rigorous authentication procedures.
 +
 
 +
'''Are strong passwords enforced?'''
 +
 
 +
Yes. The following options regarding passwords apply:
 +
 
 +
Minimum Length of User Username
 +
 
 +
Minimum number of uppercase 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 uppercase 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.
 +
 
 +
'''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.
 +
 
 +
'''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.
 +
 
 +
'''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.
 +
 
 +
'''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 features & integrations==
 +
'''What other apps does the system integrate with?'''
 +
 
 +
Your website, to streamline inbound referrals, recruitment etc., using our embedded web forms.
 +
Loqate for address lookups using postcodes
 +
TextAnywhere for sending SMS messages
 +
Microsoft for email and calendars
 +
Google maps, for displaying the geographical distribution of your volunteers, service users, etc., and time/distance calculations.
  
−
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 uptake of shared services.
+
'''Can I share information securely with project partners?'''
  
−
The most used grade of sensitive information – OFFICIAL – is the level which Charitylog systems and policies adopt.
+
Yes. The local administrator can control this through the branch feature.
  
−
=NHS Standard Contract 2016 (General Conditions)=
+
'''Can data be restricted to named individuals or groups and hidden from others?'''
−
 
−
As Data Processor we comply with paragraph 21.16 of these conditions and also comply with the FOIA requirements outlined in Para. 21.17 (see para. 27 below).
 
  
−
=Datacentre security=
+
Yes. The local administrator is able to manage the visibility of individual and/or group data sets as required.
−
 
−
The Rackspace data centre is un-branded, un-marked and their postal address is not freely available. Only customers who are under a Non-Disclosure Agreement (NDA) with Rackspace and have a legitimate reason are given their address. It is also not listed on Google or other search engines.
 
  
−
Physical access to devices within a Rackspace data centre is restricted to authorised Rackspace personnel who have security badges which prevent access to unauthorised areas. (eg: Inventory Controller does not have access to the servers and devices within the data halls.)
+
'''Can we integrate the system into our website?'''
−
Card reader and biometric access is required to enter the facility (finger printing); 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.
 
  
−
=Is the database server shared by other systems?=
+
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 will show you how to do it.
−
 
−
No
 
  
−
=Do you use a shared SAN for backups?=
+
==Support & documentation==
−
+
'''What documentation is available?'''
−
No
 
  
−
=Do you have ISO27001:2013 security certification?=
+
All features are thoroughly documented in our manual, which is what you are reading now! Every page in the application has a page in the manual - click the question mark in the top right.
−
+
We record videos on specific topics and embed them into the manual together with uploading them to our webinar library for viewing whenever required.
−
Yes and we also hold Cyber Essentials Plus accreditation.
 
  
−
[[https://dizions.sharepoint.com/:b:/s/externalsite/EepbNnNmid1OmZRPjhgj2LAB6-DomYqgQe3zd-97f-V6jg 27001:2013]]
+
'''Do you have a support desk?'''
−
[[https://dizions.sharepoint.com/:b:/s/externalsite/ETA2-RgrduhMqckx-bzpNEIBp7z8lAFRKG8OyzsTRQInkg Cyber Essentials Plus]]
 
  
−
=Is any data stored outside the EU?=
+
A telephone support line is also available during office hours (9 am – 5 pm) from Monday to Friday. We also provide support via email.
−
 
−
No
 
  
−
=How is the system accessed?=
+
==Software updates & bug fixes==
−
+
'''How is the system upgraded?'''
−
From any location with a broadband internet connection. 2Mps minimum recommended.
 
  
 +
Software upgrades are scheduled to take place at around 4-month intervals. Details of forthcoming upgrades are posted on the website, and you can subscribe to update emails on your user record.
  
−
=What are the business continuity arrangements?=
+
'''How are bugs fixed?'''
−
 
−
Backups are made automatically every night in the datacentre, and stored at a different location in the same datacentre. There is a security controlled option to take a data backup locally, which will provide all the SQL needed to rebuild the database elsewhere. There is an ESCROW agreement provided by a solicitor who would release source code if it was proven that the system was no longer supported. If the whole datacentre was destroyed (i.e. the server and the backups were destroyed at the same time), the database could only be rebuilt from a local backup. We do not save backups in a different data centre but clients can make their own local backups (under secure conditions) should they wish. Responsibility for the security of those backups rests with the customer.
 
  
 +
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 the 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 type of firewalls are used?=
+
'''What software development methodology is used?'''
−
 
−
Cisco ASA 5505 Sec+
 
  
−
=Does each user have their own unique identifier?=
+
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. All code changes are logged as RFCs in our ticketing system, with a defined workflow which includes code review by another developer, static code analysis, and testing by our QA team.
−
 
−
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.
 
  
−
=Are strong passwords enforced?=
+
==Infrastructure & data management==
−
+
'''Where is data stored?'''
−
Yes. The following options regarding passwords apply:-
+
 
−
Minimum Length of User Username;
+
The system is hosted on AWS. AWS is divided into regions, and each region is divided into Availability Zones. We only use the UK region, which ensures your data stays in the UK. The live databases can only be in a single zone, but the backups are spread across multiple zones within the UK region, to provide resiliency against, for instance, the physical destruction of a data centre.
−
Minimum number of upper case characters in Username;
+
There is no need for any local data storage, e.g., on your laptop, 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.
−
Minimum number of numeric characters in Username;
+
 
−
Number of weeks before user password change required;
+
'''Will any of my data be shared or mined?'''
−
Minimum length of user passwords;
+
 
−
Minimum number of upper case characters in password;
+
No. Your data is your own. Your T&Cs with Dizions, and Dizions' T&Cs with AWS, specifically rule this out.
−
Minimum number of numeric characters in password;
+
 
−
Prevent immediate re-use of the same password if a password is changed.
+
'''Are the database servers shared by other systems?'''
 +
 
 +
No. Read about AWS's industry-leading logical separation here. Each organisation has its own database.
 +
 
 +
'''Is the data encrypted at rest?'''
 +
 
 +
Yes, using AES with 256-bit encryption (high).
 +
 
 +
'''Do we use a shared SAN for backups?'''
 +
 
 +
No, we do not use Storage Area Networks. Read more about AWS's industry-leading logical separation [https://docs.aws.amazon.com/AmazonS3/latest/userguide/DataDurability.html here].
 +
 
 +
'''What security measures are in place at the data centre?'''
 +
 
 +
Read about AWS' robust defences on [https://aws.amazon.com/compliance/data-center/controls/ this page].
 +
 
 +
'''What is the uptime, and how do we maximize it?'''
 +
 
 +
The system is designed to be resilient, with many components duplicated so that in the event of failure, another component can take over.
 +
The system has three layers: application, database, and backup. Each layer has its own resilience. The application layer, e.g., web servers, is spread across multiple availability zones and can scale up or down depending on load. As a result of this, typical uptime is much higher than the SLA figure of 99.9%, e.g. in 2023 the figure was 99.95%.
 +
 
 +
'''How do we deploy updates to servers and infrastructure?'''
 +
 
 +
System updates are scheduled monthly with a separate change management process. Servers are deployed using infrastructure-as-code, which allows us to spin up new environments or roll back changes rapidly.
 +
 
 +
'''What process and procedures are applied to remove unnecessary services from running automatically on operating systems?'''
 +
 
 +
We use a ‘hardened’ operating system build based on industry standards such as CIS (Centre for Internet Security). This includes removing unnecessary services and using a minimal build for deployment.
 +
 
 +
==Data protection & compliance==
 +
'''Is the system GDPR compliant?'''
 +
 
 +
Dizions as a business is. There is no formal accreditation for software products to be GDPR compliant. The system does however, have an integrated set of tools to enable your organisation to be fully compliant with the GDPR.
 +
 
 +
'''Is Dizions Ltd registered with the Information Commissioners Office?'''
 +
 
 +
Yes. Our registration number is Z2460686.
 +
 
 +
'''Have we appointed a Data Protection Officer (DPO)?'''
 +
 
 +
Yes, we have a DPO who oversees our compliance with the GDPR and our Data Protection policies.
 +
 
 +
'''Freedom of Information Act (FOIA)'''
 +
 
 +
The Freedom of Information Act (FOIA) applies to public authorities such as local authorities and government agencies. Dizions Ltd is not a public authority, therefore FOIA does not apply to us. However, we are registered with the Information Commissioner’s Office as a data processor and are compliant with GDPR. Our services are used by some public authorities, who will likely require their use of our systems to comply with FOIA. We will cooperate with these requirements where appropriate.
 +
 
 +
'''How do we handle data breaches?'''
 +
 
 +
We take data security very seriously. In the unlikely event of a data breach, we have a formal Incident Response Procedure in place. This involves identifying the breach, containing it, and notifying affected clients and the ICO within 72 hours. We also perform a root cause analysis to prevent a recurrence.
 +
 
 +
'''Do you confirm to HMG Security Policy Framework 2018?'''
 +
 
 +
The HMG Security Policy Framework is a set of mandatory security policies for government departments. While it doesn’t apply directly to us, we do take it into account when designing our systems to ensure that they meet or exceed government security standards.
 +
 
 +
==Cybersecurity==
 +
'''What SSL security is used?'''
 +
 
 +
The system uses SSL (Secure Sockets Layer) certificates to establish an encrypted connection between the user’s browser and the server. This prevents third parties from eavesdropping on the communication. We use 256-bit, TLS 1.3 SSL certificates, the same level of encryption used by banks and financial institutions.
 +
 
 +
'''What security certification do we have?'''
 +
 
 +
We have Cyber Essentials Plus and ISO27001 certification.
 +
 
 +
'''Are our staff trained for information security?'''
 +
 
 +
Yes, all staff undergo regular information security training. This includes GDPR training, awareness of phishing attacks, and secure coding practices for our developers.
 +
 
 +
'''What quality checking is performed on code to prevent vulnerability such as SQL injection?'''
 +
 
 +
All code is peer-reviewed by another developer, and static code analysis is used to identify potential security vulnerabilities. SQL injection vulnerabilities are specifically checked for, and any user input is sanitized before being passed to the database.
 +
 
 +
'''How is data protected during transfer to and from the server?'''
 +
 
 +
Data is transferred using SSL, which ensures that the data is encrypted during transmission. Additionally, all data is encrypted at rest using AES-256 encryption.
 +
 
 +
'''Is the software penetration tested?'''
  
−
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.
+
Yes, we commission external penetration tests at least once per year, using a CREST-certified supplier.
  
−
=What if passwords are forgotten?=
+
'''Can I have a copy of the latest penetration report?'''
−
 
−
The local administrator controls this and will provide new passwords subject to rigorous authentication procedures.
 
  
−
=Does the system ensure passwords are not hard coded and no clear text passwords exist in the code, database or other files?=
+
No, this is a commercially sensitive document of a technical nature, which is not shared with 3rd parties. In line with our ISO 27001 accreditation, we act on any recommendations from the report in a timely manner.
−
 
−
Yes. No hard coded passwords exist in the software. We prevent passwords from being saved in browsers.
 
  
−
=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?=
+
'''Can I conduct my own penetration test?'''
−
 
−
Yes
 
  
−
=Does the system time out after a period of inactivity and log the user out?=
+
No. We commission a 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.
−
 
−
Yes.  The system ‘defaults’ to a standard 60 minutes but this may be changed locally, to suit individual requirements, at an organisation level.
 
  
−
=Access to certain system files, program files and data is restricted to administrator role?=
+
'''Do we commission penetration tests on our internal office network and systems?'''
−
 
−
Yes. This is controlled locally through the access rights given to a group of users – access can be restricted to all administration and security options as required. There is a system wide process which allows pages to be made visible, access allowed, editing allowed and, where relevant, new record entry allowed.
 
  
−
=Can data be restricted to named individuals or groups and hidden from others?=
+
Yes, our internal office network and systems are also subject to penetration tests to ensure they are secure.
−
 
−
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?=
+
'''How do I reduce the risk of cyber attacks?'''
−
 
−
Yes. The local administrator can control this through the ‘branch’ facility (optional extra).
 
  
−
=Freedom of Information Act (FOIA)=
+
You can reduce the risk of cyber attacks by ensuring your systems and software are up to date, using strong passwords, and being vigilant against phishing attacks. We also recommend using antivirus software and enabling two-factor authentication.
−
 
−
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.
+
'''What is the policy for the use of laptops and mobile devices?'''
  
−
Whilst Charitylog does not directly come under the scope of this Act it would co-operate fully in any FOIA request should this become necessary.
+
Laptops and mobile devices must be password-protected and have encryption enabled. They should also be kept up to date with the latest security patches. We recommend enabling remote wipe functionality in case a device is lost or stolen.
  
−
=How is data protected during transfer to and from the server?=
+
'''What is our policy for the use of removable media such as memory sticks and CD/DVDs?'''
−
 
−
The system stores and transmits all passwords in 128-bit encrypted form.
 
  
−
=Can individual user activity be monitored and audited?=
+
We do not use any removable media. All removable media is physically blocked on our network.
−
 
−
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.
 
  
−
=How is the system upgraded?=
+
'''Should I connect to the system using public WIFI?'''
−
 
−
Software upgrades are scheduled to take place at around 4 monthly intervals. Details of forthcoming upgrades are posted on the website.
 
  
−
=Can we integrate Charitylog into our website?=
+
We advise against connecting to the system using public WIFI, as these networks are often not secure. If you must use public WIFI, use a VPN to encrypt your connection.
−
 
−
Yes.
 
  
−
=When did Charitylog start in business?=
+
'''What are the business continuity arrangements?'''
  
−
Charitylog began trading in 2004 and was incorporated in 2008.
+
We have a robust Business Continuity Plan (BCP) that is tested regularly. This includes regular backups, a disaster recovery plan, and the ability to work remotely if necessary.
  
−
=How many people do you employ?=
+
==Company information & legal==
−
+
'''What type of business is Dizions?'''
−
Charitylog currently employs 24 people.
 
  
−
=What documentation will be made available to support the application?=
+
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.
−
 
−
We currently provide a Wikipedia style manual to the system which is regularly updated to cover system upgrades.
 
  
−
=What help is available?=
+
'''When did Dizions start in business?'''
−
 
−
A telephone support line is available during office hours (9am – 5pm) from Monday to Friday. We also provide support via email.
 
−
We deliver ‘online’ webinars from time to time on specific topics and these are recorded online and may be viewed 24/7.
 
  
−
=What training is provided?=
+
Dizions started trading in 2004 and was incorporated in 2008.
−
 
−
A specific number of on-site days will be included in the proposal to ensure the implementation goes smoothly and the setup is matched to your needs and reporting requirements.
 
  
−
=How are bugs fixed?=
+
'''How many people do we employ?'''
−
 
−
Any identified bugs are reported through a formalised reporting procedure which firstly confirms 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 Insurance cover do you have?=
+
Dizions currently employs 27 people.
−
 
−
Employers Liability: £10,000,000 (single)
 
  
−
Public Liability: £10,000,000 (single)
+
'''Does our company hold a recognised quality management certification?'''
  
−
Product Liability: £10,000,00 (single)
+
Yes, Dizions Ltd is ISO 9001:2015 certified.
  
−
Professional Indemnity: £1,000,000 (single)
+
'''What insurance cover do we have?'''
  
−
=Have any claims been made against you in the last 10 years?=
+
Dizions Ltd has public liability insurance, employers' liability insurance, and professional indemnity insurance. Details can be provided upon request.
−
 
−
No
 
  
−
=Does your organisation hold a recognised quality management certification for example BS/EN/ISO 9000?=
+
'''Have any claims been made against us in the last five years?'''
−
 
−
Yes - [[https://dizions.sharepoint.com/:b:/s/externalsite/EdjmeObslGRImDnSfXgbWWQBroB0SyYkkxgpI9CX5QhFiQ ISO 9001:2015]]
 
  
−
=Is Dizions a limited company?=
+
No claims have been made against Dizions Ltd in the last five years.
−
 
−
Yes -  Dizions is a limited company. Charitylog and Crossdata are trading names of Dizions Ltd.
 
−
The company is registered in Scotland - Registration No. SC340502.
 
−
Registered Office: Hudson House, 8 Albany Street, Edinburgh, EH1 3QB
 
  
−
=Is Dizions registered with the UK’s Information Commissioner?=
+
==Termination & data removal==
−
+
'''How do I extract my data at the end of the contract if I don't renew?'''
−
Yes, notification number ZA029219
 
  
−
=Have any 3rd party security reviews been performed on Charitylog?=
+
At the end of the contract, you will have the option to download your data as a SQL file and/or spreadsheets.
−
 
−
Yes. CQS Certified Quality Systems Ltd of Malvern carry out an annual audit. We have ISO 27001:2013 accreditation.
 
  
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=How will Dizions communicate changes in service?=
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'''What happens to my data?'''
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By email or through a screen available to all users when they log in.
 
  
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=Do you undertake regular security risk assessments and take steps to mitigate the risks identified? 
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Once you have extracted your data, your databases and documents will be securely deleted from our systems. After that, they will be retained as part of our automated backups for 28 days. This is all managed through AWS retention policies, so you can be assured that your data is permanently deleted and irrecoverable after that point.
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Yes – ISO 27001:2013 covers this eventuality.
 
  
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=Do you maintain an inventory of assets?=
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'''Is the storage media physically destroyed to ensure my data is really deleted?'''
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Yes -  It is a requirement of ISO 27001:2013.
 
  
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This used to be common practice when decommissioning dedicated physical servers, and often involved shredding or crushing hard drives! Fortunately with cloud computing, securely erasing data is baked into the platform. See [https://aws.amazon.com/compliance/data-privacy/ AWS Data Privacy]
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Latest revision as of 15:25, 23 September 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 smartphones.

How fast should my internet connection be?

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

What browser do 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 Microsoft Excel is a useful reporting tool.

Licensing & training

How is the system licenced?

Licensed for 5 concurrent users on the Starter plan, 10 on the One plan, and unlimited on the Plus and Ultimate plans. Additional licenses 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.

User management & security

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 username 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.

Are strong passwords enforced?

Yes. The following options regarding passwords apply:

Minimum Length of User Username

Minimum number of uppercase 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 uppercase 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.

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.

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.

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.

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 features & integrations

What other apps does the system integrate with?

Your website, to streamline inbound referrals, recruitment etc., using our embedded web forms. Loqate for address lookups using postcodes TextAnywhere for sending SMS messages Microsoft for email and calendars Google maps, for displaying the geographical distribution of your volunteers, service users, etc., and time/distance calculations.

Can I share information securely with project partners?

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

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 we integrate the system 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 will show you how to do it.

Support & documentation

What documentation is available?

All features are thoroughly documented in our manual, which is what you are reading now! Every page in the application has a page in the manual - click the question mark in the top right. We record videos on specific topics and embed them into the manual together with uploading them to our webinar library for viewing whenever required.

Do you have a support desk?

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

Software updates & bug fixes

How is the system upgraded?

Software upgrades are scheduled to take place at around 4-month intervals. Details of forthcoming upgrades are posted on the website, and you can subscribe to update emails on your user record.

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 the 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. All code changes are logged as RFCs in our ticketing system, with a defined workflow which includes code review by another developer, static code analysis, and testing by our QA team.

Infrastructure & data management

Where is data stored?

The system is hosted on AWS. AWS is divided into regions, and each region is divided into Availability Zones. We only use the UK region, which ensures your data stays in the UK. The live databases can only be in a single zone, but the backups are spread across multiple zones within the UK region, to provide resiliency against, for instance, the physical destruction of a data centre. There is no need for any local data storage, e.g., on your laptop, 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.

Will any of my data be shared or mined?

No. Your data is your own. Your T&Cs with Dizions, and Dizions' T&Cs with AWS, specifically rule this out.

Are the database servers shared by other systems?

No. Read about AWS's industry-leading logical separation here. Each organisation has its own database.

Is the data encrypted at rest?

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

Do we use a shared SAN for backups?

No, we do not use Storage Area Networks. Read more about AWS's industry-leading logical separation here.

What security measures are in place at the data centre?

Read about AWS' robust defences on this page.

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

The system is designed to be resilient, with many components duplicated so that in the event of failure, another component can take over. The system has three layers: application, database, and backup. Each layer has its own resilience. The application layer, e.g., web servers, is spread across multiple availability zones and can scale up or down depending on load. As a result of this, typical uptime is much higher than the SLA figure of 99.9%, e.g. in 2023 the figure was 99.95%.

How do we deploy updates to servers and infrastructure?

System updates are scheduled monthly with a separate change management process. Servers are deployed using infrastructure-as-code, which allows us to spin up new environments or roll back changes rapidly.

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

We use a ‘hardened’ operating system build based on industry standards such as CIS (Centre for Internet Security). This includes removing unnecessary services and using a minimal build for deployment.

Data protection & compliance

Is the system GDPR compliant?

Dizions as a business is. There is no formal accreditation for software products to be GDPR compliant. The system does however, have an integrated set of tools to enable your organisation to be fully compliant with the GDPR.

Is Dizions Ltd registered with the Information Commissioners Office?

Yes. Our registration number is Z2460686.

Have we appointed a Data Protection Officer (DPO)?

Yes, we have a DPO who oversees our compliance with the GDPR and our Data Protection policies.

Freedom of Information Act (FOIA)

The Freedom of Information Act (FOIA) applies to public authorities such as local authorities and government agencies. Dizions Ltd is not a public authority, therefore FOIA does not apply to us. However, we are registered with the Information Commissioner’s Office as a data processor and are compliant with GDPR. Our services are used by some public authorities, who will likely require their use of our systems to comply with FOIA. We will cooperate with these requirements where appropriate.

How do we handle data breaches?

We take data security very seriously. In the unlikely event of a data breach, we have a formal Incident Response Procedure in place. This involves identifying the breach, containing it, and notifying affected clients and the ICO within 72 hours. We also perform a root cause analysis to prevent a recurrence.

Do you confirm to HMG Security Policy Framework 2018?

The HMG Security Policy Framework is a set of mandatory security policies for government departments. While it doesn’t apply directly to us, we do take it into account when designing our systems to ensure that they meet or exceed government security standards.

Cybersecurity

What SSL security is used?

The system uses SSL (Secure Sockets Layer) certificates to establish an encrypted connection between the user’s browser and the server. This prevents third parties from eavesdropping on the communication. We use 256-bit, TLS 1.3 SSL certificates, the same level of encryption used by banks and financial institutions.

What security certification do we have?

We have Cyber Essentials Plus and ISO27001 certification.

Are our staff trained for information security?

Yes, all staff undergo regular information security training. This includes GDPR training, awareness of phishing attacks, and secure coding practices for our developers.

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

All code is peer-reviewed by another developer, and static code analysis is used to identify potential security vulnerabilities. SQL injection vulnerabilities are specifically checked for, and any user input is sanitized before being passed to the database.

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

Data is transferred using SSL, which ensures that the data is encrypted during transmission. Additionally, all data is encrypted at rest using AES-256 encryption.

Is the software penetration tested?

Yes, we commission external penetration tests at least once per year, using a CREST-certified supplier.

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. 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 a 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?

Yes, our internal office network and systems are also subject to penetration tests to ensure they are secure.

How do I reduce the risk of cyber attacks?

You can reduce the risk of cyber attacks by ensuring your systems and software are up to date, using strong passwords, and being vigilant against phishing attacks. We also recommend using antivirus software and enabling two-factor authentication.

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

Laptops and mobile devices must be password-protected and have encryption enabled. They should also be kept up to date with the latest security patches. We recommend enabling remote wipe functionality in case a device is lost or stolen.

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.

Should I connect to the system using public WIFI?

We advise against connecting to the system using public WIFI, as these networks are often not secure. If you must use public WIFI, use a VPN to encrypt your connection.

What are the business continuity arrangements?

We have a robust Business Continuity Plan (BCP) that is tested regularly. This includes regular backups, a disaster recovery plan, and the ability to work remotely if necessary.

Company information & legal

What type of business is Dizions?

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.

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, Dizions Ltd is ISO 9001:2015 certified.

What insurance cover do we have?

Dizions Ltd has public liability insurance, employers' liability insurance, and professional indemnity insurance. Details can be provided upon request.

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

No claims have been made against Dizions Ltd in the last five years.

Termination & data removal

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

At the end of the contract, you will have the option to download your data as a SQL file and/or spreadsheets.

What happens to my data?

Once you have extracted your data, your databases and documents will be securely deleted from our systems. After that, they will be retained as part of our automated backups for 28 days. This is all managed through AWS retention policies, so you can be assured that your data is permanently deleted and irrecoverable after that point.

Is the storage media physically destroyed to ensure my data is really deleted?

This used to be common practice when decommissioning dedicated physical servers, and often involved shredding or crushing hard drives! Fortunately with cloud computing, securely erasing data is baked into the platform. See AWS Data Privacy

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