Riva CRM Integration - Documentation and Knowledge Base

Riva On-Premise Information Privacy - What Information Is Retained?

Article ID: 1080
Last updated: 29 Oct, 2015


Riva On-Premise Data Architecture

The best way to think of Riva On-Premise is as an information straight pass-through architecture. Unlike a BlackBerry Enterprise Server, Novell Data Synchronizer, Good Technologies, or other data sync solutions, Riva On-Premise does not retain a copy of your email messages, address books, calendar, or other CRM data. Riva On-Premise does a data redirect. It transfers emails and CRM data without actually storing any of the personal data on the Riva On-Premise data storage systems.

Data Center and Certifications

Riva On-Premise is hosted on the premises of every customer. Certifications depend on the environment hosting the service.

Does Riva On-Premise have SOC2 compliance?

For the on-premise deployment model, each customer must install, configure, and deploy the synchronization services in an environment of their choosing. The hosting of the synchronization is not included as part of the software.

Any data center compliance or regulator obligations are the responsibility of the organization hosting the software.

Collecting Information

In order to keep communication between the email and CRM servers as efficient as possible, Riva On-Premise caches certain minimum types of information for core functionality and performance improvement. Some of this data includes fields like the unique item database ID, modification date time stamps, and item change revisions. This information is stored in persistent storage unique to each user.

In addition, Riva On-Premise stores a dynamic mapping of contact, account email address, and website domains for related contact and accounts. This avoids the additional network communication required for common look-ups when the information is available for items that have already processed.

Riva On-Premise does not cache or write the message contents of emails or store any private information for opportunities, cases, quotes, projects, contacts, accounts, appointments, etc. to any persistent storage on the Riva On-Premise servers at any time. An absolute minimal information subset is stored.

Communication and Network Traffic Encryption

The communication / network traffic between the Riva On-Premise synchronization service and each target system depends on the URL provided during the connection wizard process. If the URL starts with https://, Riva establishes a secure tunnel that uses SSL to the HTTP service. It is always recommended to use HTTPS whenever possible and available.

Requesting Access to Collected Information

Each user's information is stored in separate databases. Each synchronized user receives a unique database. 

Riva On-Premise activity logging

Riva keeps certain limited information in log files in order to carry out troubleshooting activities and to allow each user and their account administrator to keep track of the synchronization process. Companies always have access to their activity data logs and can, therefore, review the logged information at any time.

Riva On-Premise log files are deleted on a scheduled basis to reduce storage requirements. The information Riva On-Premise writes to the log files is limited (email addresses, subject line of object types that are being synchronised, archived, or SmartConverted). Riva On-Premise retains the name of the folder in which the SmartConvert or email archive process is carried out. The contents of a synchronised email, appointment, contact, opportunity, or other object type are never kept in persistent storage by Riva and are, therefore, not kept in cache or in the log files. For a sample Riva On-Premise log file, review the attachment at the bottom of this article.

Restricted access to Riva On-Premise diagnostics log files

When deploying Riva On-Premise, access can be restricted by using standard Windows security.

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Article ID: 1080
Last updated: 29 Oct, 2015
Revision: 3
Views: 6679
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