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Pickit has their HQ in Visby, Sweden as well as a sales office in Kirkland, WA, USA. The regulatory jurisdiction is Sweden and European Union. Pickit believes in flexibility in work. This puts a great responsibility on the workforce when working on remote locations and this is controlled in Pickit Information Security Management (PISM).
The scope of the PISM includes all employees of Pickit as well as Contractors that have an individual agreement.
Exclusions of scope
As a cloud service Pickit uses several 3rd party services for its operations, storage and administration. To the extent of securing their reliability and compliance with European regulations as well as having an Information Security policy in place, these services are included in the ISMS, but not the operation of these services (Chapter 3). The Pickit service is hosted on secure servers by Microsoft Azure in Northern Europe. The agreements put in place by Microsoft is such an example.
Pickit Information Security Management
Cross-functional teams across the Pickit organization work to secure the quality of the Pickit platform to identify risks, developing policies, and protect the data, customers, and infrastructure. Two key programs at Pickit is part of the PISM:
Information Security Forum – cross-functional teams at Pickit have structured meetings to inform, asses,s and understand the ongoing operational quality for security and information management. It is organized to align with the ISO27001 standard. The forum has an annual Management review and monthly health and compliance reviews.
Information Security Policy Program – A structured process for maintaining the information security policy and for making changes when deemed necessary.
Pickit does not reinvent the wheel so following standards and controls as well as carefully selecting providers is part of the PISM’s responsibilities. Standards include;
- International Standards Organization 27001 (ISO/IEC 27001)
- Service Organization Controls (SOC2)
- Payment Card Industry - Data Security Standard (PCI - DSS)
I will panic correctly – Incident Response Plan
Pickit incident response plan is available for all employees and outlines the process for how to act in case of an emergency or incident (e.g., data breach, hacking attempt, natural disaster, burglary, etc.). This plan spells out what to expect, how to act, and whom to include in the pursuit to solve the situation.
The plan will be revised and updated per changes in the office environment, system infrastructure, or other changes.
Organizational structure for Information Security
Pickit believes in privacy and security. All employees are made aware of how their work should be conducted with customer privacy top of mind. Depending on your role you have different access to systems and data.
Security and Risk Management has a virtual setup at Pickit, meaning that no formal roles exist. A dedicated set of Pickit employees from all departments of the organization have as their responsibility to maintain and enforce the work with security.
- VP of Engineering – Responsible for overseeing all security practices, policies, and guidelines, including legislation and regulatory compliance.
- Product Development team – Platform and Service Security
- Customer Success team – Privacy and Customer Security
By combining the programs with the cross-functional organizational responsibilities Pickit believes that it creates structure and improvement through caring and continuous revisions of policies.
- Product Development Security
- Establish secure development practices and standards
- Ensure project-level security risk assessments
- Provide design review and code review security services for detection and removal of common security flaws
- Train developers on secure coding practices
- Operational Security
- Build and operate security-critical infrastructure, event monitoring, and authentication services
- Maintain a secure archive of security-relevant logs.
- Consult with operations personnel to ensure the secure configuration and maintenance of Pickit’s production environments.
- Customer Success Security
- Coordinate regular risk assessments
- Manage the security awareness program.
Pickit’s personnel practices apply to all members of the workforce, regular employees and independent contractors, who have direct access to Pickit’s internal information systems and unescorted access to our office space. All personnel is required to understand and follow internal policies and standards.
Before gaining initial access to systems, all personnel must agree to our policies, NDA’s and other applicable terms, pass a background screening, and attend security training. This training covers privacy and security topics, including device security, acceptable use, preventing malware, physical security, data privacy, account management, and incident reporting. Specific training is provided for employees in engineering and operations.
Upon termination of work at Pickit, all access to our systems is removed without delay.
To ensure business continuation Pickit ensures that there exists an ongoing knowledge transfer between the intangible assets. This creates redundancy in knowledge. Within departments, this is done as part of daily operations and between departments, we have lightning talks, information sessions, and regular synch-meetings to make sure that transparency and redundancy in knowledge exist. This way we strive for “backing up” the knowledge held by our knowledge workers. Needless to say, Pickit documents processes and information and store this within the company Wiki and on secure cloud storage services.
Training is also conducted on a regular basis to ensure a high level of competency in many areas including business, information security, product, and much more.
It is important to note that all information is being filtered and monitored for access to those who need it.
It can be viewed online at https://www.pickit.com/en/privacy-policy. For questions about the policy please contact firstname.lastname@example.org
Information Security Policy
Pickit performs regular maintenance and updates to their policies to ensure that they are up to date with regulatory or infrastructure updates. Changes in the policies are communicated without delay to all company employees.
All employees at Pickit sign a document stating that they have received and are aware of the company’s security policy. Pickit ensures that each employee also understands the policy. If policies are updated the employee must re-acknowledge the policies.
All employees at Pickit also sign a confidentiality agreement when they start at the company. Additional confidentiality agreements may be signed in relation to partners.
Change is inevitable. Pickit takes pride in being agile and lean. Deliver fast and deliver often is a core part of the culture. Being customer-centric means that products need to change to fit the behaviors and needs of the customers. Change Management is done within product teams where they observe customer behavior.
As a change of current functionality is needed it is prioritized. Depending on the nature of the change it can either be moved into UX Design or directly towards Specification for technical implementation.
Change Requests (CR) are generated, specified, and evaluated within product teams.
At bi-weekly stakeholder meetings, the CR’s are authorized and planned for implementation.
Generate Evaluate Authorize Implement Evaluate.
CR’s are logged in the change management log as well as within product Kanban boards.
Communicate to external stakeholders
Certain changes have an impact that affects the service for customers and partners. In good time the Changes are communicated to partners in dedicated channels per the SLAs that have been agreed upon with partners.
Key Partner Escalation
Some identified key partners have certain prioritized lanes for communication regarding planned downtime or any other disruption in the service.
Disaster Recovery Plan
Murphy’s Law is something we at Pickit know surrounds us.
“Anything that can go wrong, will go wrong”. With this knowledge, Pickit takes control in minimizing the risk. Disasters are to some extent beyond control and that’s where the Incident Response Plan comes in to have our customer's best in mind.
Part of the Incident Response Plan is how to recover from a disaster and this is a well-structured and easily understood process that will help the company recover as quickly and effectively as possible from an unforeseen disaster or emergency which interrupts information systems and business operations. Additional objectives include the following:
- Ensure that all employees fully understand their duties in implementing such a plan
- Ensure that all employees are trained to efficiently execute the DR
- Ensure that operational policies are adhered to within all planned activities
- Ensure that proposed contingency arrangements are cost-effective
- Consider implications
- Disaster recovery capabilities as applicable to key customers, vendors, and others
In case of a data breach or system failure, Pickit has clear policies and procedures for notifying our customers as appropriate.
Keeping Pickit up and running in case of disasters, unforeseen events, or other reasons that will put a risk on business continuation is documented in the Business Impact Analysis (BIA). Luckily, having a business in Visby, Sweden gives us a lot of structural and environmental safety where Infrastructure and the political environment are stable and reliable. Natural disasters are few if any, and crime rates are very low. However, there are risks for Pickit in business continuation and we strive to minimize the impact in case of these events.
The main risks for business include; Loss of key personnel, lawsuits, and IT failures due to malicious attacks.
In case of an office space emergency that renders the space unusable, employees have the freedom to telecommute by work at home or at remote locations suitable for the work at hand. Optimizing the company for minimizing the need for a fixed office space creates a low risk for any business disruptions in failures at physical office locations.
In case of production environment failures, our DR process ensures operational continuation.
End-user support is provided through several channels; email, chat, phone. All provided by approved partners and suppliers which are separated from the Pickit production environment to keep a high availability in case of any disaster.
At Pickit, we understand that the world goes on without us and we must be aligned with changes that happen on both macro and micro levels of operations. We work cross-departmental to ensure compliance to regulatory changes not only in our IT environment but also within accounting, business, and marketing.
Pickit uses external legal partners for securing compliance as well as maintaining a high level of regulatory security.
We do not seek to eliminate risk completely, but to make the best use of our resources to proactively reduce the risks posed to an acceptable level.
The risk management process is dynamic, with a constant feedback loop in place ensuring that we learn and adapt our approach to improving our management of risks, delivering better outcomes.
Supplier security policy
The Supplier must have an Information Security policy in place which meets applicable industry standards, and which can be subject to review by Pickit under a Non-Disclosure Agreement (NDA). This policy must comply with the laws, regulations, operational procedures, and systems security configurations implemented. This policy must be reviewed on a regular basis by the Supplier. Pickit baseline is to use well-known SaaS suppliers as well as reviewing their security policies. A common practice for most SaaS suppliers is to provide a set of standard policies and terms and if they meet our standards, they are approved.
Legal and regulatory requirements
Pickit takes great responsibility to ensure that we follow laws, regulations, and legislations. We use professional legal partners in all work to ensure and enforce compliance. As a member of the European Union and being Swedish, privacy and protecting the individual is extremely important and Pickit works to be proactive and ethical in managing information.
Therefore, Pickit are:
- PCI Compliant Pickit is not currently a PCI-certified Service Provider. We are a PCI Level 4 Merchant and have completed the Payment Card Industry Data Security Standard’s SAQ-A, allowing us to use a third party to process credit card information securely.
- Supplier assessments are done at every selection of suppliers to be included in the Pickit service. We look at information security as well as the ethical and overall SLAs.
To make sure that all policies are kept up to date, a monthly review is done in the Information Security Forum as well as being continuously observed within each department as part of daily operations.
To protect and manage Pickit’s assets, Pickit uses secure cloud services to keep information backed up and secure in case of local hardware failure or loss of personal devices. No other services than the approved are allowed. Controlled in the employment agreement is also ownership of assets, stating that all assets produced by an employee are owned by the company. In the event of a termination of employment, contract or agreement any assets owned by the company shall be returned.
The security of the Pickit office spaces & valuable information assets is designed to keep a dynamic but secure space to work in.
The Clean Desk Policy controls how all information assets are handled and controlled within office spaces.
A Visitor Book is kept recording in and out for all visitors and all visitors are escorted.
The development process
Our development process helps developers to make Pickit more secure. Using the Microsoft Security Development Lifecycle as a foundation for our DevOps Processes we continuously improve our platform with Security By Design.
Pickit’s platform is multi-tiered into logical segments (front-end, mid-tier, and database). This helps our developers to make changes to one layer without affecting the whole system, and it also helps us to build secure applications.
At Pickit, we leverage industry-standard programming techniques such as having a documented development and quality assurance processes as well as following guidelines, such as PEP8, to ensure that the application meets security standards. In addition to that, all platform code is peer-reviewed prior to being released to QA which minimizes the number of bugs that must be sent back to the developer for fixing.
At Pickit, all service changes undergo automated and manual testing including full functional testing in a QA environment before deployment to production. Continuous testing is then performed in the production environment to ensure a fully operational and high-quality service.
External Security Audits
We contract with respected external security firms who perform regular audits of the Pickit services to verify that our security practices are sound and to monitor the Pickit services for new vulnerabilities discovered by the security research community.
Pickit engages independent entities to conduct regular application-level and infrastructure-level penetration tests. Results of these tests are shared with Pickit management. Product Security reviews and prioritizes the reported findings and tracks them to resolution. Customers wishing to conduct their own penetration test of the Pickit application may request to do so and should contact their account representative to obtain permission from Pickit.
At Pickit we have legal and compliance professional partners with extensive expertise in data privacy and security. These professionals are consulted throughout the development process and review products and features for compliance with applicable legal and regulatory requirements.
Data security at Pickit manages how data at rest and data in flight are secured. Pickit values the integrity of our customers and works hard to ensure the security and privacy of customer data.
We support authentication using SSO with Azure Active Directory (AAD) and authentication using email/password. A permission system for controlling user access is also available. All non-AAD user passwords are stored with cryptographic hash algorithms (PBKDF2)
File Storage and Encryption
- Data in flight are secured using HTTPS and SSH. Payments at Pickit are secured using TLS.
- Data at rest that can be considered sensitive are encrypted using 256-bit AES.
o Using Azure blob storage Pickit controls access to data using Azure controls. Sensitive data have strict access control while some data, such as public image files are more open.
- Access to user files is only accessible for authorized people in operations.
- Access to production systems is only given to authorized members of the operations team. Since Pickit is hosted on Microsoft Azure we have no physical access to servers.
- Authentication of personnel – only authorized Pickit employees have access to services and each employee has signed and follows an information security policy stating how to manage access to services and password management.
- Access logs for production systems are kept in a central log repository and can only be accessed by authorized people of the operations team
- Patching of production systems is scheduled every 6 months and critical patches are applied as appropriate to the risk.
- Software development processes at Pickit are defined by product development and follow a rigid process to ensure that systems are developed and deployed with security and quality in mind. Changes to the process follow the standard change management procedure.
- Vulnerability scans and penetration testing are made on a regular basis to ensure that Pickit services are kept secure.
- Monitoring, logging, and alerting are done 24x7x365 by dedicated services. Critical alerts generated by these systems are sent to the response teams at Pickit that escalate this as appropriate to operations management.
- Backups of critical data are done on a regular basis on Secure Azure Storage.
Standard Operating Procedures (SOP) for IT Management
For all routine operations, Pickit uses easy-to-use checklists to achieve effective, high-quality output and uniform performance. We also do this to minimize the risk of human errors.
At Pickit we also work routinely with knowledge transfer. To make this as efficient as possible we have procedures on how to transfer different types of knowledges to have continuous improvement and creative work.
All new personnel, regardless of competence are onboarded using the Pickit Knowledge Center.
IT is also on-boarded together with a peer during a 5-day period where they are familiarized with the environment and are tested at the end of that period.
Data Center Security
As a SaaS, Pickit does not operate their own data centers but relies on carefully selected cloud service providers. Using Microsoft Azure, Pickit gets the world at our feet. With the possibility of easy scaling, high operational stability, and world-class security.
Infrastructure and Datacenters
Pickit is using Microsoft Azure as a cloud service provider for many reasons. Microsoft works hard making sure that their platforms are safe and secure. Pickit operates on Azure datacenters in northern Europe.
“...Cloud consumers need to rely on and trust the capabilities of cloud service providers and cloud service providers need to manage information security risks in a way that creates trust with customers.”
We take security seriously at Pickit because every person and team using our service expects their data to be secure and confidential. Safeguarding this data is a critical responsibility we must have for our customers, and we work hard to maintain that trust.