Customer Service - Responding to External Security Inquires
Occasionally clients/customers will reach out requesting specific security related documents from FMG. These are often times going to be requests for FMG's Security & Privacy Policies, Terms of Service, Disaster Recovery Plans or similar documents. All of these and more can be found within the Standard Security Bundle currently pinned in the public #security channel found on Slack. Here is a Google Drive link as well.
In many cases, these requests can be fulfilled by the Customer Service team without needing input from the Security team. The following is a template email that can be sent in response to the requests for these documents, along with attaching the Standard Security Bundle to the email. This will satisfy most inquiries for these documents.
Note: If follow up questions are still being asked after responding with this template, it would be best to forward these additional requests to security@fmgsuite.com for further input.
Consider using the following template when responding to Security document requests. Remember to also attach the Standard Security Bundle found here or pinned to the top of the #security channel on Slack:
Thank you for your interest in how security is handled at FMG. If you need general information about our approach to security on the FMG platform, please see the Security page of our website, https://fmgsuite.com/company/security/.
In addition to the information provided there, we make available a standard bundle of the most frequently requested documents. This bundle includes all of our Security Policies, our Privacy Policy and Terms, our Disaster Recovery Plan, recent penetration test results, and Evidence of Insurance Coverage. For your convenience, that bundle is attached to this message.
Finally, if you have very specific questions, we have published a response to the Cloud Security Alliance’s Consensus Assessment Initiative Questionnaire which you can download from their website: https://cloudsecurityalliance.org/star/registry/fmg-suite/services/fmg/ FMG believes this standard questionnaire is both exhaustive and a better fit to our business than some other standardized questionnaires.
If you are requesting a SOC2 report, SSAE18, or other audit report, FMG does not currently have such a report in our own name to provide. However, all of the FMG platform data is housed within the Amazon Web Services (AWS) cloud environment and is subject to their SOC2 datacenter controls. If necessary, we can provide you with a copy of their report, subject to a suitable non-disclosure agreement.
As a privately held company, FMG does not publish or share our financial reports. This information is available only to our Board of Directors and our parent company.
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