Security is at the heart of SessionCam’s commitment to you. As a SaaS solution provider, we understand that maintaining and protecting the privacy and confidentiality of data is critical to your business. Our high-security standards and practices mean you’ll be in control of the data we record and be kept informed of how we use it.
This page aims to provide further information on Information Security Framework covering:
CERTIFICATIONS AND COMPLIANCE
SessionCam aligns with the following world-class standards. Alignment with these standards is designed to protect both the information assets of your business and our own. We continually review potential information security risks and take the appropriate corrective actions to stay one-step ahead and keep your data secure.
SessionCam’s security framework has been certified by BSI for ISO/IEC 27001:2013, the internationally recognized Information Security standard that provides a framework of best practices, policies and procedures that include legal, physical and technical controls involved in an organization’s information risk management processes. You can view our certificate here.
Data Protection Act
In the UK, we are registered with the ICO, the UK’s independent authority set up to uphold information rights in the public interest in compliance with the Data Protection Act. You can review our Data Protection Register entry here (DPA registration number: ZA115103).
GDPR stands for General Data Protection Regulation and will strengthen and unify data protection for individuals within the European Union (EU), whilst addressing the export of personal data outside the EU. Under GDPR, individuals visiting your website have the right to choose whether they consent to their data being processed. GDPR becomes enforceable from 25 May 2018. You can access the ICO guide to GDPR here.
SessionCam has been certified for ISO 27001 by the British Standards Institution (BSI). Holding an ISO 27001 certificate is considered adequate in protecting Personally Identifiable Information (PII) under GDPR.
Financial Services Qualification System (FSQS)
FSQS is a qualification system for the financial sector. It is designed to standardise and manage requests for compliance and assurance data for major financial services organisations that have adopted FSQS. As the regulated environment becomes more complex, FSQS provides a standard and simple mechanism for collecting and managing supplier compliance assurance information across the sector. FSQS is currently used by 17 major banks building societies and insurance companies including Bank of Ireland, Lloyds Banking Group, LV=, Metro Bank, Nationwide Building Society, Royal Sun Alliance, Santander, TSB, The Bank of England, Virgin Money.
SessionCam holds an active FSQS certification. You can view our certificate here.
DATA PRIVACY AND HANDLING
SessionCam is committed to ensuring that data is stored, archived or disposed of in a safe and secure manner.
In the interest of transparency, you have complete control over the data we record. Any data recorded and stored by SessionCam on behalf of our customers is exclusively for their own use and is encrypted.
We do not sell, share, rent or exchange any data or information recorded for customers with third-party organizations.
Sensitive data policy
For security purposes, fields marked as sensitive won’t be recorded or stored and will appear starred-out, or masked, in playback. Once data has been set to be masked, it will never leave the user’s browser.
Our sensitive data policy can be applied at these levels:
- Whole site
- Individual page
- Input field and page content (HTML)
- Secure data generated within the HTML page
If you do not wish to capture the full IP address of your site visitors for privacy reasons, we can mask the entire IP or any pre-specified number of octets from the IP.
SessionCam understands that Personally Identifiable Information (PII) should be accessed only on a strict need-to-know basis, and handled and stored with care. All our customers are given the option to record PII if they so wish. A common reason for doing so would be as an anti-fraud measure.
SessionCam does not collect Payment Card Industry (PCI) data by default. It is programmed to recognize fields containing PCI data and not record them. As SessionCam is designed to show you customer behavior, it is not necessary to record this sensitive information, so we don’t.
By not recording PII and PCI data, the SessionCam solution does not compromise your compliance with industry regulations such as the Payment Card Industry Data Security Standard (PCI DSS), the Health Insurance Portability and Accountability Act (HIPAA) or national laws relating to PII.
Data recorded and stored by SessionCam is encrypted using AES-256 encryption. This is the highest Advanced Encryption Standard (AES) and – for example – is used by the US Government to protect classified information. Every protected object is encrypted with a unique encryption key. This object key itself is then encrypted with a regularly rotated master key. Additional security is provided by storing the encrypted data and encryption keys in different hosts.
Any data recorded by SessionCam from the browser is transferred to our secure environment using SSL/TLS encryption. This is the standard for establishing an encrypted link between a web server and a browser, and it ensures that all data passed between the two points remains private.
All access to the SessionCam reporting console is encrypted.
SessionCam is hosted on Amazon Web Services (AWS S3). Based in the US, all data is held on secure servers.
For customers based in Europe, AWS is signed-up to EU Data Protection Regulations and SessionCam uses EU Standard Contractual Clauses in its agreement with you to allow for the movement of data to the US.
Data center security
Amazon has proven experience in designing, constructing and operating large-scale data centers. Physical access is strictly controlled both at the perimeter and at building ingress points by professional security staff, utilizing video surveillance and intrusion detection systems.
The Amazon cloud infrastructure is designed and managed in accordance with major regulations and standards, and complies with the following:
- Payment Card Industry Data Security Level 1 (PCI DSS)
- Service Organization Controls (SOC) 1, 2 & 3
- ISO 27001 and ISO 9001
A fully comprehensive list of compliances can be found on the AWS Compliance website.
The Amazon Web Services network offers major protection against traditional network security issues, such as:
- A managed firewall service featuring a combination of products and technologies to protect the live environments
- Distributed denial of service (DDoS) attacks
- ‘Man in the middle’ (MITM) attacks
- IP spoofing: Amazon EC2 instances cannot send spoofed network traffic
- Port scanning: Any unauthorized port scanning stopped and blocked
We structure your SessionCam account setup to allow only the users you specify to gain access to each site, or group of sites and the product features necessary for each individual. When logging in, a new user is presented with a default account and only has access to the views of the data they have been authorized to see. You can then assign different user roles which provide access to different features of the SessionCam console.
There are currently four main user access roles: Alert Receiver, Standard User, Analytics User and Admin User.
Users can be added and revoked at your request via the SessionCam Customer Success team with a request from your nominated account contact.
SessionCam account security
SessionCam has two public points of entry to the system, the Recording Console and Customer Console.
We implement the following security around our login system:
- Logging into the SessionCam Console – whether as a customer or SessionCam employee – is encrypted in transit by default
- Accounts and individual logins are unique and all access is audited
- Passwords have to be a minimum of ten characters in length and include at least one numeric character
- The number of passwords that are remembered before they can be re-used is configurable to match your policy
- The number of days before a password expires is configurable to match your policy
- Auto-complete of username and password information in the browser has been disabled
- No passwords are stored in clear text. They are stored as hashes, which means no-one else can read it
- To protect against brute force attacks, your account will be locked out after multiple unsuccessful login attempts and the password will need to be reset by the SessionCam Customer Success Team
- Incorrect login attempts are logged on a per user basis and we keep a timestamp of the last successful login on an account
Product updates and testing
SessionCam has a strict change control process, all releases are extensively tested with a combination of manual and automated testing.
SessionCam performs a weekly vulnerability scan of the solution using a leading industry scanning tool. The scan is also completed after each major release.
SessionCam conducts regular external vulnerability scans, using an automated tool. An annual Application Security test is undertaken using an external consultancy.
We welcome customer vulnerability tests on our solution to give you peace of mind. If you wish to carry out your own test, please contact your account manager or email firstname.lastname@example.org.
Business Continuity Plan (BCP)
SessionCam has a business continuity plan which covers office locations and continuation of meeting contractual commitments. The plan is aligned with our information security framework, ISO 27001 and is reviewed on an annual basis.
SessionCam’s security culture is led by a Senior Information Security Manager with extensive industry experience. We recognize that security does not stand still and this makes us dedicated to continuously improving our security practices.
- Access to customer data is restricted to the customer and the customer’s account team, who only access the account to provide support. All access is logged and monitored on a monthly basis
- Similarly, access to SessionCam infrastructure is restricted to known, authorized IP addresses
- Staff access to the corporate systems uses Two Factor Authentication (2FA) to log in
- Both on-site computers and devices taken off-site are equipped with the latest version of industry-leading anti-virus and malware protection software. Any potential suspicious activity is logged and preventative action is taken if necessary
SessionCam staff are extensively vetted before they join the company. Standard checks undertaken include:
- Right to work in the UK
- Identity check
- Qualifications and five-year employment history
- Asking for, and contacting past employment (references)
- Basic DBS criminal record check (previously known as CRB) Credit and financial checks (including CCJs)
In the first week of employment, all staff take an information security awareness course which includes an introduction to the SessionCam security framework, data classification, the secure handling of sensitive data and understanding the risks an individual takes on. This course is retaken on an annual basis by all employees, including senior management and the CEO.
The contract of employment covers the expected behavior in dealing with sensitive information, security policies and procedures, as well as a non-disclosure agreement. Employees who fail to continually meet expected standards receive further training and are closely monitored until the required standard is consistently achieved.
- Staff are given photograph ID cards and a lanyard to confirm identity, while visitors to site are asked to sign-in and out using our visitor log
- Access to our offices is security-controlled and we have CCTV throughout the premises
Please contact us for more details or to answer any specific questions you may have.
SessionCam intelligently detects and measures customer struggle on your website using a scale of 0 (no struggle) to 5 (high struggle). Based on the data we collect, we see an average customer struggle score of 3.4 for shopping cart pages