How frequently are websites scanned?
We scan websites every business day (Monday-Friday).
What are some of the websites from which you remove information?
The websites where we most frequently find information are Nuwber, Spokeo, Yellow Pages, USA Profile Pages, Radaris and Intelius. We also conduct broader searches of police officers, law enforcement personnel and their family members to identify new sites posting information. Once we find those sites, they are added to our list for daily searches.
How frequently do you provide privacy status reports?
Privacy status reports are updated in real-time and available 24/7 via a custom and secure online portal. Most users receive 3-4 updates per week with multiple listings.
How do police officers enter their personal information and stay updated on any outstanding issues?
Police officers can log in to the secure portal 24/7 to review their account. Below is a screen shot of how the system tracks both outstanding and resolved privacy issues.
How can police officers register for the service?
Police officers are able to register for the service either by using a secure portal that encrypts the information entered, or by fax, or through a spreadsheet compiled by the court. The information is entered into the database by two different operators that each have one portion of the information. The information is then assembled in the database. They can contact us for live support to help them with the process Monday-Friday, 8:00 AM - 5:00 PM.
How can a police officer contact your company to receive further knowledge about information found online?
Once they have registered for the service, police officers receive an onboarding email that includes contact information to call or email our team directly.
There is also a “Contact Support” button on the portal. The subject dropdown options are “General Inquiry” and “Sites of Concern.” Those messages are sent to us via email, and we reply to them within two hours on the same day, Monday-Friday.
What are your customer support hours?
If police officers have questions about their notifications, live customer service is available via a toll-free number or email from 8:00 AM - 5:00 PM, Monday-Friday.
Does your service include any educational components (e.g. training, handouts and videos) on how to use the system?
Our online privacy protection service offers a comprehensive educational component that includes:
- Up to four in-person seminars on the program and online security issues each year. Our seminars have been well received and rated highly by attendees.
- Unlimited live phone support for one-on-one consultation for securing personal information online.
- Unlimited live phone and email support on how to use the system.
- An online training video (available on the portal) that details how to use the system.
- Online FAQs available on the portal. A copy of the FAQs is available in the separate proposal/appendix.
How do you safeguard the personal information of police officers once it is received in your system? What types of physical and cybersecurity measures do you utilize?
Security is paramount to our process.
We employ numerous techniques to safeguard the information we gather, starting from the moment we request that information.
Our procedures and safeguards include:
- Segregating the information we gather. We offer two options to enter information: a secure portal that encrypts the information entered, or a fax-in process where information is separated into two sign-up sheets that are barcoded for anonymity. One sheet is faxed to one secure number and the other is faxed to a different secure number. Next, the information is entered into the database by two different operators that only have one portion of the information. The information is assembled in the database.
- Our automated system flags issues and provides a summary report of issues to a human reviewer. The human reviewer can also access the accounts assigned to him/her for review and all access attempts are logged in the system for auditing purposes to flag suspicious, after hours or unauthorized attempts at viewing information.
- Most of the searches only require a name to show to the human reviewer to verify; if additional information (such as an address) is needed, the human reviewer must click on each individual piece of information and enter his or her password to see the information. Each attempt is logged in the database.
- Social security numbers are not collected or stored.
- The information on each officer and their family is segregated into two distinct databases on two servers that only talk to each other by assigned IP address. Other IP addresses are blocked. One resides in our offices in a locked room where only senior managers have access to the physical server. The other is at our secure hosting location in San Antonio, where access to the physical service is restricted to our local IT person, who must log in and explain why he/she is accessing the server before access is granted.
- If a request originating from a public IP attempts to access more than one account, the information is logged and an automated alert is sent to our 24-hour security team. They investigate within five minutes, and if there is suspicious activity the server is taken offline until a reason or intrusion can be found. All IP addresses and login attempts are recorded and monitored.
- Officers can view their information, and that of their families, but multiple failed attempts at a login, or trying to log in to another officer’s account from the same IP address, triggers a security alert.
- Security access patterns are analyzed monthly or when a suspicious alert is created, whichever comes first.
- We have proprietary intruder detection protocols that we do not advertise, but which alert us of intrusions. The goal in our architecture is not only to avoid intrusion, but also to delay and segregate so that intrusions can be detected and stopped. Breaching one level of security only gains access to small amounts of information (or even to just one individual’s portal view). System-wide reviews from outside IPs are not allowed.
What types of background checks do you utilize for your employees?
Employees who have physical access to servers, have accounts for searches or serve as security personnel are required to undergo the following security checks:
- A pre-employment background check for felonies, arrests, discharge from previous employers for moral charges, theft, or drug arrests.
- An annual online check for any recent criminal or drug-related activities.
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