Security Overview

Tymeshift servers are hosted using Google Cloud Platform. Google’s data centers are PCI DSS, ISO 27017, ISO 27001, SOC 2, and SOC 3 compliant facilities. Data center facilities are powered by redundant power and UPS + backup generators.

Facilities feature vehicle access barriers, perimeter fencing, metal detectors, and biometrics. The data center floor features laser beam intrusion detection. Data centers are monitored 24/7 by high-resolution interior and exterior cameras that can detect and track intruders.

All production are monitored and logically administered by Tymeshift. Physical security, power, and internet connectivity is monitored by Google.

Tymeshift offers data centers in the United States, Europe. By default, your account will be hosted in one of our US regions. Customers can choose to locate their Service Data in the US-only or Europe-only*.

*Available as an Add-on to any plan.

Our Security Team is on call 24x7x365 to respond to security incidents.

Our network is protected by redundant firewalls, best-in-class router technology, and secure HTTPS transport over public networks. Additionally, Intrusion Detection and/or Prevention technologies (IDS/IPS) are implemented which monitor and/or block malicious traffic and network attacks.

Network security scanning allows quick identification of out-of-compliance or potentially vulnerable systems.

Access to the Tymeshift’s Production Network is restricted by an explicit need-to-know basis, utilizes least privilege, is audited and monitored. 2FA is required to access the Production Network.

In case of a system alert, events are escalated to our on call IT who are trained on security incident response processes, including communication channels and escalation paths.

Communications between you and Tymeshift’s servers are encrypted via industry best-practices HTTPS and Transport Layer Security (TLS) over public networks.

All data is encrypted at rest.

Tymeshift maintains a publicly available status page which includes system availability details and scheduled maintenance.

Tymeshift employs automatic application scaling and network redundancies to eliminate single points of failure. Our backup policy ensures data is actively replicated across primary and secondary DR systems.

Our Disaster Recovery (DR) program ensures that services remain available or are recoverable in the case of a disaster. This is accomplished through geographically distributed environments, and Disaster Recovery plans.

Our databases are backed up on a daily level with a retention period of 7 days. Also we have a point-in-time recovery process enabled as an additional method of data protection and prevention of losing important information.

At least annually our team participates in security training and reviews our security controls.

Testing and staging environments are separated from the Production environment. No customer data is used in the development or test environments.

At least annually, Tymeshift performs internal penetration testing across all production environments.

We offer our own local sign-in and Google Authentication.

You can configure your preferred password policy utilizing Google Sign On.

If you are using Google sign-in on, you can turn on 2-factor authentication (2FA).

Tymeshift follows secure credential storage best practices by never storing passwords in a human readable format, and only as the result of a salted, one-way hash.

Our API is SSL-only and you must be a verified user to make API requests. You can authorize against the API using the credentials/key provided in your Tymeshift account.

Tymeshift has developed a set of security policies covering a range of topics. These policies are shared with all employees and contractors with access to Tymeshift information assets.

All new personnel are screened through the hiring process and required to sign Non-Disclosure and Confidentiality agreements.

The data Tymeshift collects is primarily related to agent activity and productivity. For example, Tymeshift collects that a ticket was solved, by whom, and at what time it was solved. This data is stored inside of Tymeshift’s database and used to calculate metrics for reporting purposes.

No, Tymeshift collects agent productivity data from Zendesk (as described in the above answer) but does not send that data back to Zendesk. This data is primarily used to calculate the productivity/performance of agents and thus does not need to be sent back to Zendesk.

The data Tymeshift collects is related to the productivity/performance of agents. Specifically, we collect Zendesk events on tickets, time spent on tickets and other activities, satisfaction ratings, and certain labels like ticket tags, skills, and groups. The personal data collected is related to your agents inside of Zendesk. Specifically, the agent’s profile name and email address.

You can learn about the Zendesk API Endpoints that we utilize to provide our service here.

We are happy to purge any data at your request. You can find more details on this process here under the “How to invoke your rights” section.

Tymeshift stores your data as long as your account is active. In the event you wish your data to be purged while your account is still active you may submit a request via following the process outlined here under the “How to invoke your rights” section.

In case you decide to cancel your subscription all your account data will be removed after 120 days (4 months) from the day of cancellation.

Please report security vulnerabilities you have uncovered to: [email protected]
‍Your responsible disclosure is deeply appreciated.