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role="main"><section class="section swatch-blue-white section-short " ><div class="background-media"></div><div class="background-overlay" style="background-color:rgba(0,0,0,0)"></div><div class="container"><header class="section-header text-center underline"><h1 class="headline super hairline">Secure Customer Service Software</h1></header></div></section><article id="post-5322" class="post-5322 page type-page status-publish hentry"><section class="section swatch-white-red section-normal " ><div class="background-media"></div><div class="background-overlay" style=""></div><div class="container"><div class="row vertical-top"><div class="col-md-12 text-default" ><h2 class="text-center super hairline bordered-header">Secure Customer Service Software with Vision Helpdesk Security</h2><p class="lead text-center">Secure Customer Service Software or Secure Help Desk Software is our top priority – We apply security measures at different levels – Data Center, Network, Application and Storage Levels, thus making sure our customers data is secure from all sort of threats.</p><div class="vc_empty_space" style="height: 32px"><span class="vc_empty_space_inner"></span></div><h3><strong>PHYSICAL SECURITY</strong></h3><p>In order to offer Secure Customer Service Software it starts with physical security first – The Facilities at which Vision Helpdesk servers are located in USA, UK and EU, Tier III + Data centers each one are powered by redundant power, with UPS and backup generators.</p><p>On-site Security Our data center facilities feature a secured perimeter with multi-level security zones, 24/7 manned security, CCTV video surveillance, multi-factor identification with bio-metric access control, physical locks, and security breach alarms.</p><p>Customers can choose to locate their data in the USA, UK or EU data center.</p><h3><strong>NETWORK SECURITY</strong></h3><p>In order to deliver Secure Customer Service Software over internet – The network security needs to be paid special attention. Vision Helpdesk’s Security Policy handles network security with below listed methods.</p><h4>Dedicated Security Team</h4><p>Our Security Team is on call 24/7 to respond to security alerts and events.</p><h4>Network Protection</h4><p>Our network is protected by redundant layer 7 firewalls, best-in-class router technology, secure HTTPS transport over public networks, regular audits, and network intrusion detection/prevention technologies (IDS/IPS) that monitor and block malicious traffic and network attacks.</p><h4>Network Architecture</h4><p>Our network security architecture consists of multiple security zones of trust. More sensitive systems, like our database servers, are protected in our most trusted zones. Other systems are housed in zones commensurate with their sensitivity, depending on function, information classification, and risk. Depending on the zone, additional security monitoring and access controls will apply.</p><p>DMZs are utilised between the Internet, and internally, between the different zones of trust.</p><h4>Network Vulnerability Scanning</h4><p>Network security scanning gives us deep insight for quick identification of out-of-compliance or potentially vulnerable systems.</p><h4>Security Incident Event Management (SIEM)</h4><p>A security incident event management (SIEM) system gathers extensive logs from important network devices and hosts systems. The SIEM creates triggers that notify the Security team based on correlated events. The Security team responds to these events.</p><h4><strong>Intrusion Detection</strong> and Prevention</h4><p>Major application data flow ingress and egress points are monitored with Intrusion Detection Systems (IDS) or Intrusion Prevention Systems (IPS). The systems are configured to generate alerts when incidents and values exceed predetermined thresholds and uses regularly updated signatures based on new threats. This includes 24/7 system monitoring.</p><h4>Threat Intelligence Program</h4><p>Vision Helpdesk participates in several threat intelligence sharing programs. We monitor threats posted to these threat intelligence networks and take action based on our risk and exposure.</p><p>DDoS Mitigation In addition to our own capabilities and tools, we contract with on-demand DDoS scrubbing providers to mitigate <strong>Distributed Denial of Service (DDoS)</strong> attacks.</p><h4>Logical Access</h4><p>Logical access to the Vision Helpdesk Production Network is restricted by an explicit need-to-know basis, utilises least privilege, is frequently audited and monitored, and is controlled by our Operations Team. Employees accessing the Vision Helpdesk Production Network are required to use multiple factors of authentication.</p><h4>Security Incident Response</h4><p>In case of a system alert, events are escalated to our 24/7 teams providing Operations, Network Engineering, and Security coverage. Employees are trained on security incident response processes, including communication channels and escalation paths.</p><h4>ENCRYPTION</h4><p>Encryption in Transit Communications between you and Vision Helpdesk servers are encrypted via industry best-practices HTTPS and Transport Layer Security (TLS).</p><p>Encryption at Rest Vision Helpdesk supports encryption of customer data at rest.<br /> <strong>*Only available with Advanced Security Add-on</strong></p><h3><strong>APPLICATION SECURITY</strong></h3><p>Achieving 100% Secure Customer Service Software is impossible without having the security measures applied at the application level. we take various steps to secure Vision Helpdesk at application level.</p><h4>SECURE DEVELOPMENT (SDLC)</h4><p>Security Training At least annually, engineers participate in secure code training. This training covers OWASP Top 10 security flaws, common attack vectors, and Vision Helpdesk security controls.</p><h4>Vision Helpdesk Framework Security Controls</h4><p>We utilise PHP framework security controls to limit exposure to OWASP Top 10 security flaws. These include inherent controls that reduce our exposure to <strong>Cross Site Scripting (XSS)</strong>, Cross Site Request Forgery (CSRF), and <strong>SQL Injection (SQLi)</strong>, among others.</p><p>QA Our QA department reviews and tests our code base. Several dedicated application security engineers on staff identify, test, and triage security vulnerabilities in code.</p><p>Separate Environments Testing and staging environments are separated physically and logically from the production environment. No actual customer data is used in the development or test environments.</p><h3><strong>APPLICATION VULNERABILITIES</strong></h3><h4>Dynamic Vulnerability Scanning</h4><p>We employ a number of third-party, qualified security tools to continuously scan our application. Vision Helpdesk is scanned regularly against the OWASP Top 10 security flaws. We maintain a dedicated in-house product security team to test and work with engineering teams to re-mediate any discovered issues.</p><h4>Static Code Analysis</h4><p>Our source code repositories, for both our platform and mobile applications, are continuously scanned for security issues via our integrated static analysis tooling.</p><h3><strong>PRODUCT SECURITY FEATURES</strong></h3><h4>SECURE DEVELOPMENT (SDLC)</h4><ul><li>No plain text passwords – Password encryption in database storage</li><li>Configurable Password Policy</li><li>Two-factor authentication</li></ul><h3><strong>ADDITIONAL PRODUCT SECURITY FEATURES</strong></h3><h4>Access Privileges & Roles Access</h4><p>Access Privileges & Roles Access to data within your Vision Helpdesk is governed by access rights, and can be configured to define granular access privileges.</p><p>Vision Helpdesk has various permission levels for users (owner, admin, agent, end-user, etc.) accessing your Vision Helpdesk Instance.</p><h4>IP Restrictions</h4><p>Your Vision Helpdesk can be configured to only allow access from specific IP address ranges you define. These restrictions can be applied to all users or only to your agents.</p><h4>Transmission Security</h4><p>All communications with Vision Helpdesk servers are encrypted using industry standard<strong> HTTPS</strong>. This ensures that all traffic between you and Vision Helpdesk is secure during transit.</p><p>Additionally for email, our product supports Transport Layer Security (TLS), a protocol that encrypts and delivers email securely, mitigating eavesdropping and spoofing between mail servers.</p><h4>Email Signing (DKIM/DMARC)</h4><p>We support DKIM (Domain Keys Identified Mail) and DMARC (Domain-based Message Authentication, Reporting & Conformance) for signing outbound emails from Vision Helpdesk when you have setup an external email domain on your Vision Helpdesk.</p><p>Using an email service that supports these features allows you to stop email spoofing.</p></div></div></div></section><section class="section swatch-white-red section-tiny " ><div class="background-media"></div><div class="background-overlay" style=""></div><div class="container"><div class="row vertical-top"><div class="col-md-12 text-center" ><h2 class="text-center super hairline bordered-header">Vision Helpdesk Certifications</h2><p><strong>Standard Type: </strong>ISO 27001:2013<strong><img data-lazyloaded="1" src="data:image/svg+xml;base64,PHN2ZyB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHdpZHRoPSI4MDAiIGhlaWdodD0iNDIwIiB2aWV3Qm94PSIwIDAgODAwIDQyMCI+PHJlY3Qgd2lkdGg9IjEwMCUiIGhlaWdodD0iMTAwJSIgc3R5bGU9ImZpbGw6I2NmZDRkYjtmaWxsLW9wYWNpdHk6IDAuMTsiLz48L3N2Zz4=" loading="lazy" class="aligncenter wp-image-6614 size-full" data-src="https://www.visionhelpdesk.com/wp-content/uploads/2018/04/Vision-Helpdesk-ISO27001-2013.jpg" alt="Secure Customer Service Software - Vision Helpdesk ISO 27001:2013 Certification" width="800" height="420" data-srcset="https://www.visionhelpdesk.com/wp-content/uploads/2018/04/Vision-Helpdesk-ISO27001-2013.jpg 800w, https://www.visionhelpdesk.com/wp-content/uploads/2018/04/Vision-Helpdesk-ISO27001-2013-300x158.jpg 300w, https://www.visionhelpdesk.com/wp-content/uploads/2018/04/Vision-Helpdesk-ISO27001-2013-768x403.jpg 768w" data-sizes="(max-width: 800px) 100vw, 800px" /></strong></p></div></div></div></section><section class="section swatch-white-red section-tiny " ><div class="background-media"></div><div class="background-overlay" style=""></div><div class="container"><div class="row vertical-top"><div class="col-md-12 text-center" ><h2 class="text-center super hairline bordered-header">Other Policies</h2></div></div></div></section><section class="section swatch-white-red section-short " ><div class="background-media"></div><div class="background-overlay" style=""></div><div class="container"><div class="row vertical-top"><div class="col-md-3 text-center" ><a href="https://www.visionhelpdesk.com/gdpr" class="btn btn-link btn-lg " target="_self">GDPR POLICY</a></div><div class="col-md-3 text-center" ><a href="https://www.visionhelpdesk.com/privacy-policy" class="btn btn-link btn-lg " target="_self">PRIVACY POLICY</a></div><div class="col-md-3 text-center" ><a href="https://www.visionhelpdesk.com/data-hosting-policy" class="btn btn-link btn-lg " target="_self">DATA HOSTING POLICY</a></div><div class="col-md-3 text-default" ><a href="https://www.visionhelpdesk.com/pinkverify-certified" class="btn btn-link btn-lg " target="_self">PINKVerify Certified</a></div></div></div></section> <span class="hide"><span class="author vcard"><span class="fn">Vision Helpdesk</span></span><span class="entry-title">Security</span><time class="entry-date updated" datetime="2015-12-28T13:43:54+00:00">12.28.2015</time></span></article><footer id="footer" role="contentinfo"><section class="section swatch-black-white section-normal has-top"><div class="decor-top"><svg class="decor hidden-xs hidden-sm" height="100%" preserveaspectratio="none" version="1.1" viewbox="0 0 100 100" width="100%" xmlns="http://www.w3.org/2000/svg"> <path d="M0 100 L2 60 L4 100 L6 60 L8 100 L10 60 L12 100 L14 60 L16 100 L18 60 L20 100 L22 60 L24 100 L26 60 L28 100 L30 60 L32 100 L34 60 L36 100 L38 60 L40 100 L42 60 L44 100 L46 60 L48 100 L50 60 L52 100 L54 60 L56 100 L58 60 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menu-item-type-post_type menu-item-object-page menu-item-1733"><a href="https://www.visionhelpdesk.com/help-desk-features/help-desk-ticketing">Ticketing Help Desk</a></li><li id="menu-item-1726" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1726"><a href="https://www.visionhelpdesk.com/help-desk-features/multi-channel-help-desk">Multi Channel Help Desk</a></li><li id="menu-item-1735" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1735"><a href="https://www.visionhelpdesk.com/help-desk-features/blabby">Blabby – Staff Collaboration</a></li><li id="menu-item-1734" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1734"><a href="https://www.visionhelpdesk.com/help-desk-features/help-desk-ticket-billing">Help Desk Ticket Billing</a></li><li id="menu-item-1722" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1722"><a 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id="menu-item-1725" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1725"><a href="https://www.visionhelpdesk.com/help-desk-features/help-desk-time-tracking">Help Desk Time Tracking</a></li><li id="menu-item-1727" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1727"><a href="https://www.visionhelpdesk.com/help-desk-features/multi-language-help-desk">Multi Language Help Desk</a></li><li id="menu-item-1721" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1721"><a href="https://www.visionhelpdesk.com/help-desk-features/customer-support-survey">Customer Support Survey</a></li><li id="menu-item-1730" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1730"><a href="https://www.visionhelpdesk.com/help-desk-features/self-service-customer-portal">Self Service Customer Portal</a></li><li id="menu-item-1728" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1728"><a href="https://www.visionhelpdesk.com/help-desk-features/secure-help-desk">Secure Help Desk</a></li><li id="menu-item-1724" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1724"><a href="https://www.visionhelpdesk.com/help-desk-features/help-desk-reports-analytics">Help Desk Reporting</a></li><li id="menu-item-1737" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1737"><a href="https://www.visionhelpdesk.com/apps">Apps and Integrations</a></li></ul></div></div></div><div class="col-md-3"><div id="nav_menu-7" class="sidebar-widget widget_nav_menu"><h3 class="sidebar-header">Top Service Desk Features</h3><div class="menu-service-desk-features-container"><ul id="menu-service-desk-features" class="menu"><li id="menu-item-1707" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1707"><a href="https://www.visionhelpdesk.com/service-desk-features/asset-management">IT Asset Management</a></li><li id="menu-item-1706" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1706"><a href="https://www.visionhelpdesk.com/service-desk-features/incident-management">Incident Management</a></li><li id="menu-item-1705" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1705"><a href="https://www.visionhelpdesk.com/service-desk-features/problem-management">Problem Management</a></li><li id="menu-item-1704" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1704"><a href="https://www.visionhelpdesk.com/service-desk-features/change-management">Change Management</a></li><li id="menu-item-1703" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1703"><a href="https://www.visionhelpdesk.com/service-desk-features/release-management">Release Management</a></li><li id="menu-item-1702" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1702"><a href="https://www.visionhelpdesk.com/service-desk-features/knowledgebase-management">Knowledgebase Management</a></li><li id="menu-item-1777" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1777"><a href="https://www.visionhelpdesk.com/service-desk-features/supplier-management">Supplier Management</a></li><li id="menu-item-1780" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1780"><a href="https://www.visionhelpdesk.com/service-desk-features/configuration-management-database-cmdb">Configuration Management Database (CMDB)</a></li><li id="menu-item-1781" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1781"><a href="https://www.visionhelpdesk.com/service-desk-features/service-catalog-management">IT Service Catalog Management</a></li><li id="menu-item-1778" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1778"><a href="https://www.visionhelpdesk.com/service-desk-features/product-catalog">Product Catalog</a></li><li id="menu-item-1779" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1779"><a href="https://www.visionhelpdesk.com/service-desk-features/contract-management">Contract Management</a></li><li id="menu-item-1788" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1788"><a href="https://www.visionhelpdesk.com/service-desk-features/financial-management">IT Service Financial Management</a></li></ul></div></div></div><div class="col-md-3"><div id="recent-posts-3" class="sidebar-widget widget_recent_entries"><h3 class="sidebar-header">News and Updates</h3><ul><li><div class="post-icon"> <i class="fa fa-file-text"></i></div> <a href="https://www.visionhelpdesk.com/4-service-desk-trends-to-know-in-2024.html" title="4 Service Desk Trends To Know In 2024">4 Service Desk Trends To Know In 2024</a> <small> 14 October 2024 </small></li><li><div class="post-icon"> <i class="fa fa-file-text"></i></div> <a href="https://www.visionhelpdesk.com/the-benefits-of-it-customer-service-software.html" title="The Benefits of IT Customer Service Software">The Benefits of IT Customer Service Software</a> <small> 09 July 2024 </small></li><li><div class="post-icon"> <i class="fa fa-file-text"></i></div> <a href="https://www.visionhelpdesk.com/simplify-client-support-processes-with-vision-helpdesks-customer-support-tools.html" title="Simplify Client Support Processes with Vision Helpdesk’s Customer Support Tools">Simplify Client Support Processes with Vision Helpdesk’s Customer Support Tools</a> <small> 17 June 2024 </small></li><li><div class="post-icon"> <i class="fa fa-file-text"></i></div> <a href="https://www.visionhelpdesk.com/comparing-zendesk-vs-freshdesk-vs-vision-helpdesk.html" title="Comparing Zendesk vs. Freshdesk vs. Vision Helpdesk">Comparing Zendesk vs. Freshdesk vs. Vision Helpdesk</a> <small> 05 April 2024 </small></li><li><div class="post-icon"> <i class="fa fa-file-text"></i></div> <a href="https://www.visionhelpdesk.com/the-top-live-chat-software-trends-to-expect-in-2024.html" title="The Top Live Chat Software Trends to Expect in 2024">The Top Live Chat Software Trends to Expect in 2024</a> <small> 13 February 2024 </small></li><li><div class="post-icon"> <i class="fa fa-file-text"></i></div> <a href="https://www.visionhelpdesk.com/what-the-best-service-desk-will-look-like-in-2024.html" title="What the Best Service Desk Will Look Like in 2024">What the Best Service Desk Will Look Like in 2024</a> <small> 17 January 2024 </small></li></ul></div></div></div></div></section><section class="section swatch-black-white section-tiny "><div class="container"><div class="row"><div class="col-md-12 text-center"><div id="swatch_social-2" class="sidebar-widget widget_swatch_social"><ul class="unstyled inline small-screen-center social-icons social-background social-normal"><li><a target="_blank" 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