Data Security

Overview
HappyFox is committed to provide robust security for all its customers and their data stored across all its products & services. We
consider Security our top priority while building & operating our enterprise grade customer support platform. Hence our controls
span across hiring practices, software architecture, data center and other operations across the organization.

We serve over 12,000 companies in 70+ countries across multiple verticals such as education, media, e-Commerce,
retail, information technology, manufacturing, non-profit, government and many others that have internal and external support
functions.

This document provides an introduction to HappyFox's approach to managing security throughout its platform.

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Table of Contents

Cloud Infrastructure Physical Security 3 Availability and Performance Monitoring 14

Secure Personnel 5 Incident Response and Management 15

Secure Software Development Life Cycle 6 Compliance and Certifications 16

Secure Customer Data 8

Product Security 10

Security & Penetration Tests 12

Business Continuity and Disaster Recovery 13

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 Our engineering team drew on its experience of building & operating cloud services when
choosing Amazon Web Services (AWS) as our Cloud Infrastructure partner. AWS is an ISO
27001, PCI DSS Service Provider Level 1 and SOC 2 compliant provider.

AWS Data Center Security Controls Include

Cloud High availability and redundancy built into all of its site design and operations.

Physical access controls including employee access policies, regular access reviews, access logs, 24/7
Infrastructure monitoring and CCTV surveillance.

Physical Security Secure asset management and media destruction policies.

Facilities such as Backup power, HVAC systems, fire suppression equipment and other controls to
protect servers from environmental risks.

Business continuity plans and Disaster recovery testing done to provide quick resolution & turn around
time during disruptions of any kind.

Regular third party security attestations for all the security and compliance controls built into their data
centers and services. HappyFox reviews these attestations regularly to fulfill its security and compliance
requirements.

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 HappyFox leverages all these controls in hosting its applications and customer data in AWS
data centers. Our platform is primarily hosted on their Data centers in the United States
and European Union.

Learn more about AWS Data Center Controls here

https://aws.amazon.com/compliance/data-center/controls/
Cloud
Infrastructure
Physical Security

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 Dedicated Security team, reporting directly to CEO, oversees all aspects of security in
organization, Cloud Infrastructure and Product security. Our high level of focus on security
starts with hiring, training and other operations inside the organization.

Background Checks:
All employees go through relevant background checks and reference checks before they get hired.

Secure NDA/Confidentiality:

Personnel All new hires are required to sign Non-Disclosure and Confidentiality agreements and give
acknowledgements on internal information security policy.

Software Access:
All software access is provided based on the Principle of Least Privilege (POLP) such that employees
only have enough access to perform the required job. All access is removed once they leave the
organization. Regular reviews are conducted while they are with the organization to maintain access
only to relevant data. Access management is entirely carried out using an internal ticketing system.

Security Training:
Regular security training is conducted across all departments and organization units to give awareness
about different forms of social engineering, phishing and other possible attacks, and give tools/best
practices in avoiding them.

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 HappyFox adopts Secure Software Development Framework when building its applications
and services. Our tools, frameworks and processes follow latest Industry standards and
conventions to mitigate security risks early in the development phase.

Secure Frameworks:
Libraries and frameworks used to build our products have in-built mitigations for common OWASP

Secure Software vulnerabilities such as SQLi, XSS (Cross site scripting), CSRF (Cross site request forgery), etc.,

Isolated Development & Staging Environments:

Development Our development and staging environments are fully isolated from production environments. We do
not use any form of production data in these environments.
Life Cycle Peer Reviews:
All changes to application code go through peer reviews before they get approved for release to
customers.

Quality Assurance:
All changes made to the application go through a strict quality assurance process to find & resolve
correctness & security issues on business logic, before they get released to customers.

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 Static Code Analysis:
Source code is scanned by static code analysis tools periodically for detecting common security issues
such as SQLi, IDOR, etc.,

Dependency Vulnerabilities:
We use third party tools to identity and resolve vulnerabilities on the third party libraries used to build
our applications.
Secure Software Penetration Tests:
Development Trained and experienced in-house security testing team does penetration tests using modern DAST
(Dynamic application security testing) tools on all modules to identify and report on OWASP
Life Cycle vulnerabilities.

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 Cloud security for our applications hosted in AWS is top priority. HappyFox platform takes
full advantage of the hosting environment and services provided by AWS to secure
customer data across compute, network and storage layers.

Compute Security:
HappyFox applications are hosted on secure isolated VMs provided by AWS Elastic Compute Cloud

Secure
service (EC2) and related services. AWS ensures that no two VMs share common memory space. VMs
are fully scrubbed when they are deleted.

Customer Data Network Security:

All VMs are hosted inside isolated AWS Virtual Private Cloud (VPC). Sensitive VMs are hosted in private
networks within the VPC to ensure that no one can access them directly.

Strong Firewall:
VMs use specific firewall rules to guarantee they open up only the ports required for applications and
services to function and only to specific servers that need them.

Encryption in Transit:
Data transmission from users to HappyFox via our Application UI or API happens via encrypted
HTTPS/TLS connection (using at least TLS 1.2 protocol, RSA and 2048 bit keys) at all times. This is to
ensure data gets securely transferred to HappyFox when users are using our applications in public
untrusted wifi spots or in private wifi spots such as Home/Office network.

Encryption at Rest:
All data is stored in encrypted volumes, by using one of the strongest block ciphers available to encrypt
your data, 256-bit Advanced Encryption Standard (AES-256).

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 Secure Backups:
HappyFox takes regular backups, encrypts them using AES 256 bit standard and stores them off site.
Backups are internally stored in at least two AZs for additional redundancy.

24/7 Intrusion Detection:

All servers and VMs are monitored 24/7 by advanced IDS and anti-malware tools to raise alerts when
any anomalous activity is detected.

Secure Vulnerability Scans:

Customer Data Regular vulnerability scans are performed in the servers to identify & fix vulnerabilities.

Advanced Dynamic Runtime Protection:

HappyFox uses modern web application firewall tools that uses machine learning algorithms to
dynamically block attacks and malicious traffic/IPs from our applications and APIs.

Multi A-Z Deployment:

VMs are hosted in multiple availability zones within a VPC to ensure application and data availability
even in times of network failures.

Restricted Access:
Access to the production environment is restricted to few trained & authorized personnel in the
organization. Strong multi-factor authentication and encrypted VPN connections are enforced in all
such access. All of this is audited and monitored regularly by the operations team.

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 HappyFox enables customers to protect their account and its data by providing Enterprise
grade security settings and capabilities.

Multiple Authentication Options:

Agents can login via password based authentication or SSO (Single Sign On) via Google Apps or
Enterprise SSO via SAML. End users can login using social media SSO logins (Twitter / Facebook) or
Google apps SSO or password based authentication.
Product 2-FA:
Security Two factor authentication is available for agents via an Authenticator app.

Customizable Password Policy:

Customers can set up their own password policy to enforce strong passwords, periodic password
rotation & expiry to fulfill their own security requirements and access policies.

Proactive Alerts:
Email alerts are sent to agents when there is a failed login attempt or when there is a password reset
attempt on their account.

Account Lockout:
Agent logins are locked when login attempts fail for a certain number of times beyond a threshold. This
is to ensure that brute force attack based on password is mitigated.

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 Encrypted Passwords:
Passwords are encrypted and stored by strong oneway hashing techniques to fully eliminate
possibilities of reading/decrypting them.

Automatic Logouts:
Customers can configure to logout agents automatically after a period of inactivity.

Product Role Based Access Control:

HappyFox allows users to define custom roles based on granular ticket level and managerial

Security permissions and associate them to individual staff accounts. Access to tickets can also be restricted on
the basis of categories in HappyFox.

IP Restrictions:
Access to the agent login can be restricted by whitelisting specific IP addresses.

Note: Product security features availability depends on product and plan chosen.

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 As part of its security strategy, HappyFox carries out following security and penetration
testing activities.

In-house Penetration Tests:

As a continuous effort, our security testing team does penetration tests on all our products against
OWASP and other latest security threats. Testing team uses more modern tools to identify and report
on such issues.
Security & Bug Bounty Program:

Penetration Tests HappyFox runs an active private bug bounty program in partnership with HackerOne to invite third
party security researchers to perform penetration tests on our products. Security researchers get this
avenue to find vulnerabilities and report them safely to us. This in turn enables our team to fix them
sooner and strengthen security on our platform.

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 As part of its continuous effort to improve reliability and resilience of our platform,
HappyFox has clear business continuity and disaster recovery plans and procedures.

Business Continuity Plan:

HappyFox has a documented business continuity plan that outlines measures to avoid and lessen
impact of unexpected disruptions in our business operations. It includes operational details about
steps to take before, during, and after an event.
Business Disaster Recovery Procedures:

Continuity and HappyFox has outlined clear recovery procedures and metrics in cloud infrastructure and operations to
lessen the impact of different unexpected disruptions in our platform.

Disaster Testing and Improvement:

Recovery HappyFox business continuity plan and disaster recovery procedures are supported by regular testing
that includes simulations of different scenarios. During and after testing, HappyFox documents people
and process performance, corrective actions, and lessons learned with the aim of continuous
improvement.

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 To ensure that our web services are running as expected for customers, we have
implemented 24/7 monitoring to gain complete visibility over Applications, System
Infrastructure, Network and other supporting services.

We use advanced tools to monitor the availability of our applications, APIs and servers to proactively
get alerted on warning signs and fix them on time to avoid incidents and disruptions.

Availability and We also monitor performance of all APIs and applications including average response time, average
throughput to identify bottlenecks and continuously improve our design and scale our capacity to meet
Performance the growing demand.

Monitoring

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 To have an organized response to incidents, isolate & resolve them quickly while keeping
customers and other stakeholders in loop, HappyFox has established policies and
procedures in place that get implemented in the following ways.

HappyFox has a dedicated team on call to respond to all incidents.

Incident We maintain a comprehensive incident response plan which outlines the procedures we follow during
and after an incident.

Response and Incidents are tracked in a ticketing system according to the documented plan, where incident response,
communication, root cause and post mortems are tracked.
Management

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 By adopting Industry accepted security & privacy frameworks and continuously
demonstrating them year after year, we have achieved following certifications and
compliances across all our products and services. This ensures that we have best security
controls implemented towards safeguarding our customer accounts & data and in turn
enable them to meet their own security and compliance requirements.

Compliance and SOC 2 Type II Certified:

As part of its commitment to security, HappyFox has used the AICPA SOC 2 Type II process to

Certifications successfully design and build the operational and security processes of its products and the
organization. Customers can access the latest third party SOC2 audit report on signing our NDA. Please
write to [email protected] to request the report.

GDPR:
HappyFox is GDPR compliant and it enables its customer to be GDPR compliant as a data processor.
Please refer to our Privacy policy & GDPR documentation for more details.

CCPA:
HappyFox is CCPA compliant. Please refer to our Privacy policy for CCPA related information.

SOC 2 Type II GDPR CCPA

Compliant Compliant Compliant

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Thank You.
happyfox.com/data-security