Customer context: The customer is inquiring about the security certifications of LiveAgent, specifically regarding SOC 2 compliance. Customer question: Is LiveAgent SOC2 secured? Solution: LiveAgent itself is not SOC 2 or ISO certified. However, the data center that hosts LiveAgent data—Amazon Web Services (AWS)—is compliant with SOC 2 and ISO standards. For more details about AWS compliance, you can visit the [AWS compliance documentation](https://docs.aws.amazon.com/whitepapers/latest/aws-ov...

Customer context: The customer wants to ensure GDPR compliance and is requesting to sign a Data Processing Agreement (DPA) with LiveAgent. Customer question: Could you please sign a DPA (Data Processing Agreement)? Solution: You can easily obtain and sign a Data Processing Agreement (DPA) with LiveAgent. Please download our publicly available DPA from the GDPR section of our website: https://www.liveagent.com/gdpr/. The agreement details how we process personal data. Fill in your part of the D...

Customer context: The customer is a business owner who uses LiveAgent. They have concerns about data privacy and want to protect sensitive information such as credit card details provided by their clients. Customer: Can we somehow hide sensitive information like credit card numbers provided by our customers? Answer: Yes, you can use our "Search & Replace" plugin for this. You can activate it under Configuration > System > Plugins. For more information about the plugin and its settings, v...

Customer context: A customer is looking for a way to secure their correspondence using an S/MIME certificate in Live Agent. Customer: Can I use the S/MIME certificate to sign messages in LiveAgent? Answer: Currently, LiveAgent does not support the use of S/MIME certificates for signing messages. However, this feature has been noted as a possible improvement for future updates. You can stay updated on new features and improvements through LiveAgent's changelog page: changelog.liveagent.com (htt...

Customer context: A user has recently created a LiveAgent account and is searching for their associated credentials. Customer: Where can I find my LiveAgent credentials? Answer: After creating your account, you should have received an email containing your LiveAgent credentials. This email includes your account's subdomain (something.ladesk.com), username, email address, and password.

Customer context: A customer wants to know if they can temporarily deactivate an agent's account. Customer: Can I temporarily deactivate an agent's account? Answer: Unfortunately, it is not possible to deny temporary access to an agent’s account by a default method. All agents only can be either active or deleted. However if you later use same email to create new agent, the system will suggest to reinstate the deleted agent, please keep in mind deleting will remove all ticket assignments and r...

Customer context: A customer inquires about the availability of a password generator in LiveAgent. Customer: Does LiveAgent have a password generator? Answer: LiveAgent does not have a native password generator. However, you can change the minimum length of passwords in Configuration > Security > Settings for added security.

Customer context: A potential customer is interested in knowing availability of LiveAgent in certain countries. Customer: Are there any country restrictions for LiveAgent? Answer: Yes, LiveAgent adheres to international regulations and sanctions. Consequently, we are unable to provide services, support, or access to customers located in the following countries and regions: Afghanistan, Belarus, Burundi, Central African Republic, Chad, Congo Republic, Crimea, Cuba, Democratic Republic of the Co...

Customer context: The customer is interested in knowing if LiveAgent has ISO 27001 certification. Customer: Does LiveAgent have ISO 27001 certification? Answer: Yes, LiveAgent has ISO 27001 certification. You can find more information about our security and privacy policy here: https://www.liveagent.com/security-privacy-policy/

Customer context: The customer wants to know if LiveAgent checks email attachments for safety before opening or downloading them. Customer: Does LiveAgent check if email attachments are safe to open/download? Answer: The security of your emails and attachments should be on first place handled by your mail server or mail account provider. LiveAgent although utilizes the ClamAV tool to scan all files uploaded to the system as well. If there is a file not considered safe (or has not been scanned ...

Customer context: A customer is inquiring about the HIPAA compliance of LiveAgent software. Customer: Does LiveAgent have HIPAA compliance? Answer: LiveAgent itself is not inherently HIPAA-compliant. However, it can be configured to align with HIPAA requirements through specific configurations to handle patient data securely. This includes steps like implementing SSL certificates, enforcing 2FA for agents, applying IP restrictions for agent login, avoiding email forwarding, managing API keys r...

Customer context: The customer wants to know how LiveAgent provides data backup and archiving services. Customer: How are data backup and archiving services provided? Answer: LiveAgent provides data backup and archiving services internally through our cloud-based infrastructure.

Customer context: The customer wants to know if LiveAgent provides data backup or archiving services as part of their standard service offering to protect against data loss or corruption. Customer: Do you provide data backup or archiving services as part of your standard service offering? Answer: Yes, LiveAgent provides data backup services as part of their standard service offering. The database is replicated live on triplets, and periodical database backups are done daily, approximately betw...

Customer context: The customer wants to review a recent third-party audit report (e.g. ISO 27001 or ISAE 3402 SOC 2 Type II) and to know if LiveAgent will allow them to do so. Customer: Can I see a recent third-party audit report that includes an assessment? Answer: Yes, we can request an audit report from a third-party provider and share the results with you. To request this information, please send an email at sales@liveagent.com (mailto:sales@liveagent.com) to us with your specific requirem...

Customer context: The customer wants to know if LiveAgent allows customers to perform regular vulnerability assessments. Customer: Do you allow customers to perform regular vulnerability assessments? Answer: LiveAgent has a vulnerability disclosure program, known as the Bug Bounty Program. You can learn more about it and participate by visiting www.liveagent.com/bug-bounty-program/ (https://www.liveagent.com/bug-bounty-program/).

Customer context: The customer wants to know if LiveAgent uses approved encryption protocols and algorithms to protect their data. Customer: Does LiveAgent use approved encryption protocols and algorithms? Answer: Infrastructure layer: All data is protected using TLS 1.2 in transit between the client and our load balancers, database backups are encrypted at rest. In general, the data in the database is not encrypted, however, passwords and other critical credentials to third-party systems are...

Customer context: The customer wants to enable reCAPTCHA for agent login after several failed attempts. Customer: Can I enable reCAPTCHA for agent login after multiple failed attempts? Answer: Currently, reCAPTCHA for agent login is not available in LiveAgent. However, there is a rate limit of 10 login attempts per hour for both agent and visitor logins. Successful login resets the counter. More information about rate limits can be found at https://support.liveagent.com/217359-Request-rate-lim...

Customer context: The customer is using Microsoft 365 and wants to know if LiveAgent supports single sign-on (SSO). Customer: Does LiveAgent support SSO with Microsoft 365? Answer: Yes, LiveAgent supports SSO, allowing you to log in to your account through various services like Microsoft, Google, Facebook, and Okta. This feature is available on Large and Enterprise plans. If you're logged in to your Microsoft 365 account with the same email address as your LiveAgent account, you can log in to ...

Customer context: A customer wants to know if LiveAgent supports single sign-on (SSO) and how it works. Customer: Does LiveAgent support SSO? Answer: Yes, LiveAgent supports SSO, which allows you to log in to your LiveAgent account through different services instead of using a standard username and password. This feature is available on Large and Enterprise plans. LiveAgent supports SSO login through Google, Microsoft, Facebook, and Okta. When you click the SSO login button for the chosen serv...