Security FAQs
    • 22 Mar 2024
    • 2 Minutes to read
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    Security FAQs

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    • PDF

    Article summary

    Dialpad offers enterprise-grade security to protect business and customer communications. The platform has session timeouts of 30 days, and it is HIPAA compliant for healthcare industry customers. Dialpad also helps organizations meet GDPR compliance requirements through features like retention policies and data subject access requests. The company's infrastructure and processes are certified against ISO standards. Users can set their own data retention policies, and all permanent customer data is stored in the United States via Google Cloud Platform. Dialpad ensures secure integrations with partners through native authentication and authorization mechanisms. Regular security reviews are conducted, and technical controls like rate limiting are implemented to protect against unauthorized traffic attacks. Support Codes are used by Dialpad Customer Support to confirm identities and prevent fraud or malicious changes to accounts.

    Dialpad protects your business and customer communications with enterprise-grade security that’s built right in. 

    Let's go over some common security questions.

    Are there session timeouts?

    Yes - sessions are timed out after 30 days for and the desktop apps (Mac, Windows, Chrome). The same is true for both mobile apps (iOS and Android) as long as the app isn't forcibly shut down. 

    If that does happen, the session restarts at 0 the next time the app is restarted.

    Is Diapad HIPAA compliant?

    Yes, we are HIPAA-ready. Healthcare industry customers can sign a Business Associate Agreement (BAA)with one click to get up and running. For additional details, check out our Help Center article on Dialpad's HIPAA compliance.

    Is Dialpad GDPR compliant? 

    Dialpad helps organizations meet their GDPR compliance requirements through features such as retention policies, data subject access requests, and individual consent mechanisms. Dialpad customers can sign a Data Processing Agreement (DPA)that addresses GDPR and beyond.

    What about ISO standards?

    Dialpad’s infrastructure and processes are annually certified against ISO 27001:2013 (Information security management), ISO 27017:2015(Information Security in the cloud), and ISO 27018:2019 (PII for public cloud processors).

    Can I set data retention policies?

    Absolutely! Dialpad Users can set their own retention policies to remove, archive, or anonymize data on a custom time interval.

    Dialpad company customers and end-users may file Data Subject Access Requests for disclosure, export, and deletion at the Dialpad DSAR Portal.

    Where and how is my data stored?

    All permanent customer data, such as contact lists, call records, recordings, and transcripts, is stored in the United States via Google Cloud Platform, and backed up daily. Transient customer data through Dialpad's data centers is held for no more than 72 hours.

    Are Dialpad integrations secure?

    Native authentication and authorization mechanisms are used for the integrations built with our partners to ensure that permissions and data are accessed through verified protocols such as OAuth. Dialpad also gives customers control to manage the integrations to turn on and off data or permission access at the source. Furthermore, Dialpad goes through regular security reviews of its integrations with providers such as Google and SalesForce to be listed on the providers’ application directories.

    How does Dialpad protect us from web application hacks?

    Quarterly penetration tests are run by an independent third-party tester on our new features and products to test against web application attacks, such as those identified within the OWASP Top 10. Dialpad also enables security scanners and security checks in continuous integration pipelines to ensure that common web application attacks are mitigated prior to deploying new releases. Dialpad also implements technical controls such as rate-limiting to protect against unauthorized traffic attacks.

    How do I get a Support Code?

    Depending on the issue you're troubleshooting, Dialpad Customer Support might ask you for a Support Code. 

    They'll either ask you to generate one from your profile, or they'll create one for you and ask you to read it back. 

    To view or generate a Support Code, head to Your Settings and navigate to Support Code. 

    Support Codes allow Dialpad Support to confirm who they are talking to, which prevents fraud and ensures no malicious changes are made to your account. 

    Want to learn more?
    Check out Dialpad University's free courses covering our products and services, as well as insightful tips and best practices.

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