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  • Introduction
  • Organizational security
  • Ubidots Architecture
  • Confidentiality
    • Formatting and Data Accumulation
    • Encryption in Transit
    • Encryption at Rest
    • All of Our Hired Personnel Must Sign an NDA
    • We Only Hire Directly
  • Transparency
    • Periodic Checks
    • Status Page
    • Support Channel
    • Open Source
    • Continuous Hacking to our Own Technology
    • Data Leakage Policy
  • Integrity
    • Isolated Websites
    • Code Management
    • Continuous Scanning for Vulnerabilities
  • Resilience
    • Incident Management and Resolution
    • Data Backup
    • Recovery Objective
  • Non-repudiation
    • Extensive Logs
    • Everything as Code
  • Authentication
    • For Clients
    • Internal
  • Privacy
    • Data Management and Retention Policy
  • Compliance
    • FDA 21 CFR Part 11
      • Validation
      • Audit Trails
      • Electronic Signatures
      • System Access Controls
      • Record Retention
      • Record Protection
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  • Support Channel
  • Confidentiality
  • Purpose
  • Response Time
  • Tools and Processes
  • Authorization

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  1. Transparency

Support Channel

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Last updated 1 year ago

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To improve open communication with our customers, we provide an in-app chat system powered by , which serves as the communication hub between our clients and our support team.

Support Channel

An Intercom conversation might be initiated through:

  • In-App Chat: Accessible directly within our application under the "Help" icon in the navbar.

  • support@ubidots.com: Emails received in this address, will automatically create an Intercom ticket.

  • Initiated by us: If you happen to contact us through un-official channels, we will create an Intercom conversation on your behalf, allowing our interactions to adhere to our security best practices.

Confidentiality

All communications through our Support Channels are treated with the highest confidentiality. The interactions within the chat are only accessible to authorized personnel within Ubidots, ensuring that your information remains secure and private.

Within Intercom, we manage role-base authentication, allowing only our Customer Success team to view and manage conversations.

Please avoid sending us any confidential information, such as account tokens or passwords. In the case that this is received, we will delete the conversation after it is closed and resolved.

Purpose

The Support Channel is designed to address a wide range of user needs, including:

  • Application Status Inquiries: Users can inquire about the real-time status of the application, receiving immediate updates directly from our support team.

  • General Support Tickets: Users can create converstaions for technical issues, feature requests, suggestions, or general inquiries.

Response Time

We are committed to providing timely and efficient responses. Our support team size scales along with our customer base, ensuring minimal response times. If you have an SLA in place, the max reponse times by incident type will be specified in the contract.

Tools and Processes

To ensure effective resolution of issues and requests, we use JIRA Help Desk in tandem with Intercom, allowing us to link JIRA tickets to Intercom conversations, in order to communicate the status of a pending issue.

Authorization

In-app chats can only be initiated by authenticated users within the account, so we take this as a security measure to ensure the account owner is on the other side of the line.

However, if a user-initiated request involves changes to user settings, or billing settings, an additional verification process is required to ensure security compliance.

Intercom