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Rippit | Trust Center Rippit Trust Center Rippit is committed to the security of our customers and their data. Here is how we protect information and comply with industry standards and regulations. See Resources Compliance Rippit security and compliance certifications, attestations, policies and security reports apply across our entire organization, covering all core processes, infrastructure, and applications. This includes Rippit web application, the Screen Capture chrome extension, and desktop application. SOC 2 Type 2 Service Organization Controls (SOC 2) (Type II) - Security, Confidentiality and Privacy ISO 27001 ISO/IEC 27001 information security, cybersecurity and privacy protection ISO 42001 We are proud to share that our team is fully aligned with the requirements of ISO/IEC 42001 for AI management systems, demonstrating our commitment to trustworthy, and secure AI practices. PCI PCI DSS 4.0 Level 1 Service Provider AOC HIPAA Type 1 Attestation (AT-C 105, AT-C 205 and AT- C 315) HIPAA / HITECH GDPR Protect the personal data and privacy of EU and UK citizens for transactions that occur within EU member states and UK CCPA California Consumer Privacy Act, is legislation designed to improve the data privacy of California residents AWS Qualified Software / Partner AWS Foundational Technical Review (FTR) Validation making us an officially certified AWS Partner. This validates MaestroQA's alignment with AWS’s highest standards of security, reliability, and operational excellence. Rippit Overview and Security Rippit Rippit is a Quality Management, Coaching, and Analytics Solution that helps assess areas of improvement within the customer experience to drive customer loyalty and satisfaction. We help organizations achieve this through workflow automations, human-driven assessments, and in-depth reporting. Rippit, formerly MaestroQA was founded in November 2013 with the objective of helping companies improve the quality of their customer experiences. Rippit allows companies to monitor, quantify, and improve their support by providing a platform for review and collaboration on customer conversations. The organization is based in New York City and serves customers around the world with their cloud based solution. Rippit services many industries and organizations around the world, varying from small and medium businesses to Fortune 500 enterprises. Rippit is also the recommended Quality Assurance partner for Zendesk and Salesforce. Rippit has officially received AWS Foundational Technical Review (FTR) Validation making us an officially certified AWS Partner. This validates our alignment with AWS’s highest standards of security, reliability, and operational excellence. Security Rippit is committed to the security of our customers and their data. As a cloud-based company entrusted with some of our customers’ most valuable data, we are focused on keeping you and your data safe. Rippit undergoes periodic penetration testing and vulnerability assessments, is designed to be GDPR-compliant, and encrypts data at rest and in-transit. Our customers entrust sensitive data to our care. Keeping customer data safe is our priority. Secure and Reliable Infrastructure Rippit uses Amazon Web Services (AWS) for secure and resilient hosting of staging and production environments. Rippit leverages multiple availability zones to redundantly store customer data. AWS data centers are monitored by 24×7 security, biometric scanning, video surveillance and are continuously certified across a variety of global security and compliance frameworks. Customer Data Data used - Employee performance data entered into the system through use of our product. Our product pulls ticket data as defined by the credentials provided to Rippit during initial configuration/setup with customers. Rippit also provides an option to limit/tag certain fields within the ticket and block the data for the marked fields to be pulled. All data is encrypted at rest, in transit, and during backup. Access to data is limited to authorized personnel. Data retention in configurable, and data deletion process is in place. Bug Bounty We partner with HackerOne to run a private bug bounty program to help surface and resolve security vulnerabilities before they can be exploited. AWS-Validated Solution for Your Business Our product has been validated by AWS through the Foundational Technical Review (FTR), demonstrating adherence to the highest standards of security, reliability, and operational excellence. What this means for our customers: Trust: AWS Qualified Software and Partner Badges ensure credibility. Reliability: Built on AWS best practices for seamless performance. AWS Ecosystem Alignment: Listed on AWS Partner Discovery Portal and Solutions Finder. Compliance Rippit security and compliance certifications and attestation reports are linked in the resources section below. The certifications and attestation reports apply across our entire organization. This includes the Rippit Web Application, Chrome Extension (pertinent to screen capture only) and Desktop Application (pertinent to screen capture only) Privacy Documents Acceptable Use Policy Link to Rippit Acceptable Use Policy. Cookie Policy [Please refer to the Resources section] Security Contact - [email protected] Rippit Privacy Policy Data Processing Addendum (DPA): Rippit's standard Data Processing Addendum governing the processing and protection of customer personal data, including applicable international data transfer provisions - View Rippit Data Processing Addendum Monitoring Continuously monitored by Secureframe Resources SOC 2 Type 2 Report Security, Confidentiality and Privacy Criteria; Period - October 1, 2024 - September 30, 2025 ISO27001 Certificate Current Certificate valid until: January 6, 2028 ISO42001 Certificate Current Certificate valid until: November 5, 2028 PCI DSS 4.0 AOC Level 1 Service Provider HIPAA report Information Security Policy Penetration Test Report Data Flow & Network Diagram Rippit Cookie Policy Subprocessors Amazon Web Services Cloud hosting, infrastructure, and managed AI services (including Amazon Bedrock, where applicable). Available regions: US and EU MongoDB Data Processing Coralogix Monitoring operations of Rippit Services Fullstory Product analytics and debugging - no end user data shared Google Cloud Platform Enabling Gemini as an LLM provider for in-product services. Data shared only if using Gemini as LLM provider. Data location: US FAQs Do you support Single Sign-On (SSO)? Rippit currently integrates with Okta, One Login, Jump Cloud, Duo, ADFS, Azure SAML, and Google SAML for JIT user provisioning, SCIM, and SSO. We also support integration with other SSO solutions so long as they support creation of custom applications. If you have questions on if your solution is supported, please reach out to your Rippit account representative. Refer to our help article at - https://help.rippit.com/en/articles/6715940-saml-sso-single-sign-on-integration-details What are the different user roles within Rippit? With Rippit, admins can provide limited-access permissions to certain accounts. Below are the roles that are available in Rippit: Admin Limited Admin Grader Manager Agent (Limited to Professional and higher packages) Limited Agent (limited to Professional and higher packages) Monitoring Change Management Software Change Testing Software changes are tested prior to being deployed into production. Secure Development Policy A Secure Development Policy defines the requirements for secure software and system development and maintenance. Configuration and Asset Management Policy A Configuration and Asset Management Policy governs configurations for new sensitive systems Change Management Policy A Change Management Policy governs the documenting, tracking, testing, and approving of system, network, security, and infrastructure changes. Production Data Use is Restricted Production data is not used in the development and testing environments, unless required for debugging customer issues. Organizational Management Personnel Acknowledge Security Policies Internal personnel review and accept applicable information security policies at least annually. Information Security Program Review Management is responsible for the design, implementation, and management of the organization’s security policies and procedures. The policies and procedures are reviewed by management at least annually. Confidentiality Data Retention and Disposal Policy A Data Retention and Disposal Policy specifies how customer data is to be retained and disposed of based on compliance requirements and contractual obligations. Data Classification Policy A Data Classification Policy details the security and handling protocols for sensitive data. Incident Response Incident Response Plan An Incident Response Plan outlines the process of identifying, prioritizing, communicating, assigning and tracking confirmed incidents through to resolution. Risk Assessment Risk Assessment and Treatment Policy A Risk Assessment and Treatment Policy governs the process for conducting risk assessments to account for threats, vulnerabilities, likelihood, and impact with respect to assets, team members, customers, vendors, suppliers, and partners. Risk tolerance and strategies are also defined in the policy. Risk Assessment Formal risk assessments are performed, which includes the identification of relevant internal and external threats related to security, availability, confidentiality, and fraud, and an analysis of risks associated with those threats. Vendor Risk Management Policy A Vendor Risk Management Policy defines a framework for the onboarding and management of the vendor relationship lifecycle. Access Security Unique Access IDs Personnel are assigned unique IDs to access sensitive systems, networks, and information Access to Product is Restricted Non-console access to production infrastructure is restricted to users with a unique SSH key or access key Communications Privacy Policy A Privacy Policy to both external users and internal personnel. This policy details the company's privacy commitments.