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civicplus.com 57 <br />Hosting & Security <br />The SeeClickFix 311 CRM’s operational goal is 99.9% availability. All our systems are monitored continuously with <br />automatic contact mechanisms and escalation to multiple members of our engineering team if a problem is detected. <br />When problems occur, we use various methods to communicate status updates with partners. <br />Our services operate within the data center of AWS, which employ numerous techniques to ensure reliable uptimes for <br />our equipment and network access. When outages occur in these facilities, we do depend on our vendor to provide <br />timely updates and resolution. <br />We have designed our services with redundancy and recovery procedures in mind to mitigate single points of failure. <br />This includes redundant systems, the ability to provision new instances if necessary, and regular data backups. <br />Databases are replicated in real time to a secondary server and backed up at a different data center every four hours <br />for disaster recovery purposes. <br />Our software and operational configurations are managed in a version control system, and in a worst-case scenario <br />we are able to re-deploy our services from the database backups and version control repositories. <br />DDOS MITIGATION <br />We have rate limits and filters in place for our public endpoints to discard most forms of abusive traffic. In a more <br />severe situation, we would be able to migrate our services to alternate IP addresses or employ a commercial DDoS <br />mitigation service to respond to a persistent attack. <br />SYSTEM SECURITY <br />• Our server software is updated regularly to minimize exposure to security problems. <br />• We monitor various security announcement lists in order to respond quickly to any vulnerabilities. <br />• Systems are accessible to engineers only on an as-needed basis. <br />• Our software is revision controlled and can be used to recreate our systems as needed for scaling, repairs, or <br />disaster recovery. <br />• Our systems have restricted visibility to the Internet via firewall mechanisms. <br />• We support SSL encryption on all our services, including integrations with remote systems. <br />DATA CENTERS <br />Our data center provides a variety of physical and system security practices. For more details on AWS security <br />policies: aws.amazon.com/security