Keep - Support Application Security

VieCure support uses a combination of application systems within our product support team to protect information and work with end-users for all their support needs.

Zendesk

Zendesk – Centralized ticketing system. Users can submit tickets within our client portal and gain access to ticket specifics when logged in.

Zendesk uses best practices and industry standards to achieve compliance with industry-accepted security and privacy frameworks, which in turn helps VieCure meet its own compliance requirements. Current certifications and attestations include:

• SOC 2 (Type II)
• ISO/IEC 27001 – information security management
• ISO/IEC 27018 – protection of personal data in the cloud
• ISO/IEC 27701 – privacy information management
• ISO/IEC 42001 – AI management systems
• Hosted on AWS data centers certified ISO 27001, PCI DSS Service Provider Level 1, and SOC 2 compliant

See the Zendesk Trust Center for full details.

A Business Associate Agreement (BAA) is signed between VieCure and Zendesk.

TeamViewer

TeamViewer – single-use screen sharing application. Support provides an end-user with a personal link to the Quick Support application from the ticket. Clicking the link adds the single-use TeamViewer application within the browser for easy access. Because TeamViewer Quick Support only runs when needed, it is not installed on the end-user’s computer and does not require administrator-level access.

TeamViewer provides an encrypted connection from one device to another and maintains the following certifications:

• SOC 2 & SOC 3
• ISO/IEC 27001 – information security management
• ISO 9001 – quality management
• TISAX – automotive industry information security
• HIPAA/HITECH compliant, audited by third-party A-LIGN

See the TeamViewer Trust Center for full details.

DID: CSSUP0019  |  VID: 1.1  |  Owner: Laura Saenz