KnowledgeKeeper Overview

KnowledgeKeeper is a cloud based system that field service teams, craftsmen and skilled trade workers use to video journal their best work, while they do their best work. KnowledgeKeeper mobile video collaboration improves the quality of work and safety of any size organization as a whole. The KnowledgeKeeper cloud based system allows persons across organization to collaborate as a Community of Practice (CoP) via video journals. Persons use KnowledgeKeeper on their mobile, wearable and TV devices to upload, share, watch and approve video journals as a normal part of day to day work flow. The KnowledgeKeeper Team and its vendors apply security controls at every layer from physical to application. The KnowledgeKeeper iOS, Watch, TV and Web applications are architecturally designed to be isolated from the data. The KnowledgeKeeper team and its vendors typically deploy security updates without customer interaction or service interruption.

A Commitment to Cyber Security

"We never take cyber security for granted. We are not complacent and our customers expect this of us." -- Tom Neary, Co-Founder & CEO, OpCon Technologies

Cyber security is the top responsibility of everyone in the company.

Security Assessments and Compliance

Data Centers

KnowledgeKeeper utilizes Amazon Web Service (AWS). AWS hosts and manages the physical data center infrastructure and all data center technology. AWS continually manages risk and undergoes recurring assessments to ensure compliance with industry standards. AWS data center operations have been accredited under:

  • ISO 27001
  • SOC 1 and SOC 2/SSAE 16/ISAE 3402 (Previously SAS 70 Type II)
  • PCI Level 1
  • FISMA Moderate
  • Sarbanes-Oxley (SOX)

PCI

KnowledgeKeeper utilizes PCI compliant payment processors, Stripe and Apple Pay for encrypting and processing credit card payments.

Sarbanes-Oxley

KnowledgeKeeper is not a publicly traded company in the United States and therefore is not required to comply with Sarbanes-Oxley (SOX) Act of 2002.

Physical Security

KnowledgeKeeper utilizes ISO 27001 and FISMA certified data centers managed by Amazon. Amazon has many years of experience in designing, constructing, and operating large-scale data centers. This experience has been applied to the AWS system and infrastructure. AWS data centers are housed in nondescript facilities, and critical facilities have extensive setback and military grade perimeter control berms as well as other natural boundary protection. Physical access is strictly controlled both at the perimeter and at building ingress points by professional security staff utilizing video surveillance, state of the art intrusion detection systems, and other electronic means. Authorized staff must pass two-factor authentication no fewer than three times to access data center floors. All visitors and contractors are required to present identification and are signed in and continually escorted by authorized staff.

Amazon only provides data center access and information to employees who have a legitimate business need for such privileges. When an employee no longer has a business need for these privileges, his or her access is immediately revoked, even if they continue to be an employee of Amazon or Amazon Web Services. All physical and electronic access to data centers by Amazon employees is logged and audited routinely.

For additional information see: https://aws.amazon.com/security

Environmental Safeguards

Fire Detection and Suppression

Automatic fire detection and suppression equipment has been installed to reduce risk. The fire detection system utilizes smoke detection sensors in all data center environments, mechanical and electrical infrastructure spaces, chiller rooms and generator equipment rooms. These areas are protected by either wet-pipe, double-interlocked pre-action, or gaseous sprinkler systems.

Power

The data center electrical power systems are designed to be fully redundant and maintainable without impact to operations, 24 hours a day, and seven days a week. Uninterruptible Power Supply (UPS) units provide back-up power in the event of an electrical failure for critical and essential loads in the facility. Data centers use generators to provide backup power for the entire facility.

Climate and Temperature Control

Climate control is required to maintain a constant operating temperature for servers and other hardware, which prevents overheating and reduces the possibility of service outages. Data centers are conditioned to maintain atmospheric conditions at optimal levels. Monitoring systems and data center personnel ensure temperature and humidity are at the appropriate levels.

Management

Data center staff monitor electrical, mechanical and life support systems and equipment so issues are immediately identified. Preventative maintenance is performed to maintain the continued operability of equipment.

For additional information see: https://aws.amazon.com/security

Network Security

DDoS Mitigation

Our infrastructure provides DDoS mitigation techniques including TCP Syn cookies and connection rate limiting in addition to maintaining multiple backbone connections and internal bandwidth capacity that exceeds the Internet carrier supplied bandwidth.  We work closely with our providers to quickly respond to events and enable advanced DDoS mitigation controls when needed.

Spoofing and Sniffing Protections

Managed firewalls prevent IP, MAC, and ARP spoofing on the network and between virtual hosts to ensure spoofing is not possible. Packet sniffing is prevented by infrastructure including the hypervisor which will not deliver traffic to an interface which it is not addressed to.  KnowledgeKeeper utilizes application isolation, operating system restrictions, and encrypted connections to further ensure risk is mitigated at all levels.

Port Scanning

Port scanning is prohibited by our Terms of Service and every reported instance is investigated by our infrastructure provider.  When port scans are detected, they are stopped and access is blocked.

Data Security

iOS Application

The KnowledgeKeeper iOS application on the Apple platform runs within its own sandboxed environment and cannot interact with other applications or areas of the Apple system. This restrictive operating environment is designed to prevent security and stability issues.  These sandboxed environments isolate processes, memory, and the file systems.

For additional technical information see: Apple iOS 10 Security

Vulnerability Management

Our vulnerability management process is designed to remediate risks without customer interaction or impact.  KnoweldgeKeeper is notified of vulnerabilities through internal and external assessments, system patch monitoring and third party services.  Each vulnerability is reviewed to determine if it is applicable to the KnowledgeKeeper environment, ranked based on risk, and assigned to the appropriate person for resolution.

KnowledgeKeeper Application Security

The KnowledgeKeeper iOS, WatchOS, TVOS and Web applications undergo penetration tests, vulnerability assessments, and source code reviews to assess the security of our application, architecture, and implementation. Our third party security assessments cover all areas of our iOS App and Web App testing. The KnowledgeKeeper team works closely with external security assessors to review the security of the the KnowledgeKeeper system to ensure we apply best security practices.

Cyber security issues found in the KnowledgeKeeper system are risk ranked, prioritized, assigned to the responsible person for remediation.

Backups

Applications

KnowledgeKeeper iOS, WatchOS, TVOS and Web Applications automatically backed up as part of the deployment process on secure, access controlled, and redundant storage.  We use these backups to deploy these applicaiton and to automatically bring these applications back online in the event of an outage.

Databases

Continuous protection keeps data safe. Every change to your data is written to write-ahead logs, which are shipped to multi-datacenter, high-durability storage. In the unlikely event of unrecoverable hardware failure, these logs can be automatically 'replayed' to recover the database to within seconds of its last known state. We also backup your database to meet data retention requirements.

Customer Configuration and Meta-information

Customer configuration and meta-information is part of the database and is backed up every minute to the same high-durability, redundant infrastructure used to store database information.  These frequent backups allow capturing changes made to the running application configuration added after the initial deployment.

KnowledgeKeeper System

From our instance images to our databases, each component is backed up to secure, access-controlled, and redundant storage.  Our system allows for recovering databases to within seconds of the last known state, restoring system instances from standard templates, and deploying customer applications and data.  In addition to standard backup practices, Knowledgekeeper's infrastructure is designed to scale and be fault tolerant by automatically replacing failed instances and reducing the likelihood of needing to restore from backup.

Disaster Recovery

Customer Applications and Databases

The KnowledgeKeeper system automatically restores the applications and database in the case of an outage. The KnowledgeKeeper system is designed to dynamically deploy applications within the AWS cloud, monitor for failures, and recover failed system components including the applications and database.

KnowledgeKeeper System

The KnowledgeKeeper system is designed for stability, scaling, and inherently mitigates common issues that lead to outages while maintaining recovery capabilities. The system maintains redundancy to prevent single points of failure, is able to replace failed components, and utilizes multiple data centers designed for resiliency. In the case of an outage, the system is deployed in the Eastern US Amazon Web Services (AWS) data center region using current system images and data is restored from backups. The KnowledgeKeeper Team reviews system issues to understand the root cause, impact to customers, and improve the system and processes.

Customer Data Retention and Destruction

KnowledgeKeeper Customers have the freedom to download any or all video journals from the system and/or to delete any or all data from the system in order to meet thier data retention requirements. If the customer terminates the KnowledgeKeeper subscription then we maintain the database’s storage volume for one year after which time its automatically destroyed rendering the data unrecoverable.

Decommissioning hardware is managed by our infrastructure provider using a process designed to prevent customer data exposure. AWS uses techniques outlined in DoD 5220.22-M (“National Industrial Security Program Operating Manual “) or NIST 800-88 (“Guidelines for Media Sanitization”) to destroy data.

For additional information see: https://aws.amazon.com/security

Privacy

KnoweledgeKeeper has a published privacy policy that clearly defines what data is collected and how it is used. KnowledgeKeeper is committed to customer privacy and transparency.

We take steps to protect the privacy of our customers and protect data stored within the system. Some of the protections inherent to the KnowledgeKeeper system include authentication, access controls, data transport encryption, HTTPS support for customer applications and data storage encryption. For additional information see: https://www.knowledgekeeper.com/policy_pp

Access to Customer Data

The KnowledgeKeeper team does not access or interact with customer data or applications as part of normal operations without consent of the customer. There may be cases where persons on the KnowledgeKeeper Team are requested to interact with customer data or applications at the request of the customer for support purposes or where required by law. Customer data is access controlled and all access by KnowledgeKeeper staff is accompanied by customer approval or government mandate, reason for access, actions taken by staff, and support start and end time.

Employee Screening and Policies

As a condition of employment all KnowledgeKeeper employees undergo pre-employment background checks and agree to company policies including security and acceptable use policies.

Customer Security Best Practices

Encrypt Data in Transit

Enable HTTPS for applications and SSL database connections to protect sensitive data transmitted to and from applications.

Encrypt Sensitive Data at Rest

Data encryption is deployed using industry standard encryption and the best practices.

Secure Development Practices

The KnowledgeKeeper development team applies best practices to mitigate known vulnerability types.

Authentication

To prevent unauthorized account access all KnowledgeKeeper susbscribers are required to use a password.

Use of Third-Party Solutions

In developing the KnowledgeKeeper system we use third party services for added functionality such as Amazon’s AWS ad other partners. All partners are U.S. based.