Last Updated: January 4, 2023
Aceyus, Inc. (“Aceyus” or “we”) values its customers’ data and privacy. This document will help its customers understand the security measures we take to protect customer information via Aceyus’ VUE Cloud Service where Aceyus is providing and managing the cloud infrastructure (“Aceyus-Provided VUE Cloud Service”). Aceyus has adopted measures designed to ensure its customers using the Aceyus-Provided VUE Cloud Service of Aceyus’ commitment not only to meet but to exceed most existing security and data protection standards.
We reserve the right to make changes to these measures at any given time. If you want to make sure that you are up-to-date with the latest changes, we advise you to visit https://www.aceyus.com/terms-of-use/cloudsecurity/ frequently for the most recent version.
Information We Collect
The purpose of the Aceyus-Provided VUE Cloud Service is to collect information from its customers’ contact center or other sources and provide that information to customers in the form of reporting, dashboards and other tools, with access controls to ensure that customers’ end users are only accessing the desired information or reports. To support this, the Aceyus-Provided VUE Cloud Service collects various types of information relating to a customer’s contact center environment, such as:
- User account information, such as ID, passwords (if no Active Directory integration exists), Name, Phone Number, and Email Address
- Information from your contact center platform including but not limited to, the following:
- Agent lists and statistics, both real time and historical
- Work queue (Call Type, VDN, etc.) lists and statistics, both real time and historical
- Skill lists and statistics, both real time and historical
- Call detail information which may include end customer phone number or account number, if this information is collected in the contact center
- Information from additional systems such as:
- IVR platforms
- Call Recording platforms
- CRM platforms
- Workforce Management platforms
How We Protect Your Information and Data
Your individual deployment of the Aceyus-Provided VUE Cloud Service is deployed in dedicated OS and Database partitions, which make up your “Instance” of VUE Cloud Service.
The Instance may be deployed across several Amazon EC2 cloud servers as needed and may make use of locally (on those EC2 servers) installed databases or the Amazon RDS or other cloud-based database offerings (such as Amazon Redshift). Regardless of deployment model, Aceyus will NOT co-locate your application software, data connectors/adapters to your systems, or data with any other Aceyus-Provided VUE Cloud Service customer on the same specific server instance of EC2, or allocated instance of RDS, or any other database model.
Logins and passwords to all your Amazon components will be specific to you as a customer, and no generic passwords will be used or shared with other Aceyus-Provided VUE Cloud Service customer Instances.
Aceyus Adherence to Amazon’s AWS Policies
Aceyus use of Aceyus-Provided VUE Cloud Service customers’ data and the associated external cloud environment adheres to Amazon’s AWS security policies. The links below are provided as a reference for the policies with which Aceyus’ policies align. Amazon may make changes to the policies referenced below at any given time. If you want to make sure that you are up to date with the latest changes, we advise you to visit the links provided below frequently.
INFRASTRUCTURE SECURITY IN AMAZON EC2
IDENTITY AND ACCESS MANAGEMENT FOR AMAZON EC2
AMAZON EC2 SECURITY GROUPS FOR LINUX INSTANCES
UPDATE MANAGEMENT IN AMAZON EC2
COMPLIANCE VALIDATION FOR AMAZON EC2
Encryption and Other Security Measures
Wherever we collect sensitive information as part of the Aceyus-Provided VUE Cloud Service, that information is encrypted and transmitted to us in a secure manner, to the extent that the APIs or methods we use to connect will allow us to do so. The specifics of your API and other connections should be discussed with your Aceyus representatives.
When you use the Aceyus-Provided VUE Cloud Service, your information is also protected in transit. You can verify this by looking for a lock icon in the address bar and by looking for “https” at the beginning of the URL.
While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to your information.
Aceyus Security Recommendations / Best Practices for Customer
Aceyus recommends the following best practices to help customers protect their data and access to the Aceyus-Provided VUE Cloud Service:
- Limit access to the Aceyus-Provided VUE Cloud Service to only those individuals in your company that need the information provided therein.
- Limit the editor role (those individuals that can create reports or dashboards) to those individuals in your company that are allowed to view all of the raw data collected by the Aceyus-Provided VUE Cloud Service.
- Limit the administrative role (those individuals that can create user accounts, change passwords, etc.) to those individuals in your company that are allowed to view this information. Typically, this would be IT personnel that support the system and are trusted to perform administrative duties in similar systems within your company.
- Remove, or ask Aceyus to remove, any users that leave your company promptly.
- Set, or have Aceyus set, a reasonable retention period of the data collected in the Aceyus-Provided VUE Cloud Service so that only data needed for your operational reporting needs is maintained on the system.
- Provide an Active Directory that the Aceyus-Provided VUE Cloud Service can connect to for user authentication, as opposed to local users and passwords in the system. Alternatively, the Aceyus-Provided VUE Cloud Service may support Okta, or other Single Sign On (SSO) platforms in the future.
- Provide SSL/HTTPS API end points for any cloud or other APIs that the Aceyus-Provided VUE Cloud Service would connect to, to protect such data in transit.
- Provide encrypted or dedicated network paths for any other ODBC or similar connections to systems in your environment from the Aceyus-Provided VUE Cloud Service hosted on AWS to protect such data in transit.
How to Contact Us
If you have any questions or concerns regarding these Aceyus Cloud Security Measures related to the Aceyus-Provided VUE Cloud Service, please feel free to contact us at the following email, telephone number, or mailing address.
Email: ACEYUS.SECURITY@ACEYUS.COM
Telephone Number: 888-222-3987
Mailing Address:
Aceyus, Inc.
11111 Carmel Commons Boulevard, Suite 210
Charlotte, NC 28226
Attn: Blair Habuda