Trust in the Enterprise starts with transparency.
Our brand is built upon Trust, and our customers count on us to uphold that promise. This page provides an overview of all the ways we ensure that enterprise companies can rest assured that the Annex Cloud Platform will be able to meet and exceed all key requirements to be able to scale within your architecture.
Privacy
Annex Cloud was architected with Privacy by Design with built-in support for key privacy Initiatives like GDPR and CCPA
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Compliance
Annex Cloud leads Loyalty Management Providers with a robust compliance initiative with SOC 2 Type 2 for all 5 key principles as well as ISO 27001 certifications
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Security
Annex Cloud maintains rigorous security measures at organizational, architectural, application and operational levels to ensure that our customers data, applications, and infrastructure remain safe.
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Global High Availability Architecture
Annex Cloud maintains a global high availability architecture and infrastructure in the cloud across multiple hyperscalers, regions and zones.
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System Health and Status
Annex Cloud publishes a status page to allow its customers to stay updated with the status of all systems and products across all regions in North America, EMEA and Asia Pacific
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SLA and Support
Annex Cloud Platform is backed by a 24/7/365 support policy for its enterprise customer with an extremely strong SLA.
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Integrations
Annex Cloud creates and maintains turn-key integrations with enterprise cloud platforms and services to ensure faster go to market and easier data sharing.
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Robust Open API
Annex Cloud Platform can be extended and integrated through a robust, well-documented, and scalable “Open API".
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Product Assortment
The Platform provides the ability to pick from a modularized set of products and services to create a customizable solution for you.
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Audit Logs
The Platform provides administrators detailed audit logs for key activities and changes on the system by its users.
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Role Based Access Control
Annex Cloud has the ability to control user permissions via Role Based Access Controls.
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Single Sign On
Annex Cloud supports a variety of different login options: standard user-based, SAML or Azure login.
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Role Based Access Control
Annex Cloud allows you to manage your customers Loyalty data. Because many people within an organization would need access to this data it was important that Annex Cloud provide Role Based Access Controls to ensure users can only view what is authorized.
Change Management
Change Management
Product Security
Annex Cloud provides enterprise-grade security with ISO 27001 and SOC 2 certifications.
Single Sign On
SAML Authentication
Annex Cloud supports pure SAML 2.0 compliant authentication. When starting to configure SAML login, there are a few options. While SAML is a standard, having easy-to-use buttons to enable some of the most popular SAML providers is a nice feature. If an Annex Cloud customer wants to use Azure for login, they can select the Azure button or select the Custom SAML 2.0 option.
Audit Logs
The Audit logs record every change giving a complete track of events including destination and source addresses, a timestamp, user and event information.
Examples of events that are audited are as follows:
- Application specific user activities - Data Modifications, Configuration Changes
- Use of privileges- Log-on failed-attempts & successes, log-off, data accessed, data attempted to be accessed
- User Permissions - Changes in the user permissions
- Tracking export of data
Transfer/Export of Logs:
- Annex Cloud can transfer the logs to enterprise customers as they needed by using
- Export files to client SFTP location
- Post to the end point provided by enterprise customers
SLA and Support
Here is how Annex Cloud defines SLAs across its enterprise customers
Severity 1 (Urgent)
Any error reported by a customer where the majority of the users for a particular part of the software are affected, the error has high visibility, there is no workaround, and it affects the customer’s ability to perform its business
- First reply: within 2 business hours
- Resolution: 8 hours
Severity 2 (High)
Any error reported by a customer where the majority of the users for a particular part of the software are affected, the error has high visibility, a workaround is available; however, performance may be degraded or functions limited and it is affecting revenue
- First reply: within 4 business hours
- Resolution: 48 hours
Severity 3 (Normal)
Any error reported by a customer where the majority of the users for a particular part of the software are affected, the error has high visibility, a workaround is available; however, performance may be degraded or functions limited and it is NOT affecting revenue
- First Reply: 8 business hours
- Resolution: 7 business days
Severity 4 (Low)
Any error reported by a customer where a single user is severely affected or completely inoperable or a small percentage of users are moderately affected or partially inoperable and the error has limited business impact
- First Reply: 24 business hours
- Resolution: 21 business days