Statements on Availability
Statements on Availability for providing services and our Security practices for the protection of our internal systems and data as well as client data we receive to perform our duties.
Availability
Affiliated is available to respond and remediate customer requests 7x24. During office hours, M-F 7am to 6pm eastern, if you have an emergency, please call us and our helpdesk team will begin to support you at once. After hours, call our helpdesk number and an engineer will respond to you in less than 30 minutes. We track response times; results are shared in real time on each client's dashboard.
Normal service requests can also be sent to the helpdesk via email; during office hours, these emails are responded to within 30 minutes. After hours emails are responded to the next business day.
Security
Affiliated has put into place a set of system requirements including policies and procedures to help ensure security, availability and performance metrics commitments are met for our clients. Affiliated has developed a risk management program to identify risks to its systems, and controls are developed to mitigate identified risks.
Affiliated maintains commercially reasonable efforts to ensure that any client data used to perform our services are kept accurately and safeguarded using our technical and physical controls to protect customer data against unauthorized disclosure to third parties or unauthorized access by employees or contractors.
As a part of our Risk Management program, Affiliated develops and keeps formal human resources (HR) processes including background checks, security policy and confidentiality acknowledgement, security, and privacy awareness training, disciplinary policy, and process.
Affiliated obtains annual penetration testing by a third-party vendor to identify security risks and vulnerabilities; we also conduct regular security audits of our environment.
Affiliated uses or discloses confidential information only in conjunction with services it provides or as required by law.
For more information, please contact Affiliated at 800.626.3223 or via email at info@aresgrp.com.
