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Are there any country restrictions for LiveAgent?

Customer context: A potential customer is interested in knowing availability of LiveAgent in certain countries. Customer: Are there any country restrictions for LiveAgent? Answer: No, our helpdesk software is available in every country.

Does LiveAgent have ISO 27001 certification?

Customer context: The customer is interested in knowing if LiveAgent has ISO 27001 certification. Customer: Does LiveAgent have ISO 27001 certification? Answer: Yes, LiveAgent has ISO 27001 certification. You can find more information about our security and privacy policy here: https://www.liveagent.com/security-privacy-policy/

Does LiveAgent check if email attachments are safe to open/download?

Customer context: The customer wants to know if LiveAgent checks email attachments for safety before opening or downloading them. Customer: Does LiveAgent check if email attachments are safe to open/download? Answer: No, the security of your emails and attachments is handled by your mail server or mail account provider, not by LiveAgent.

Does LiveAgent have HIPAA compliance?

Customer context: A customer is inquiring about the HIPAA compliance of LiveAgent software. Customer: Does LiveAgent have HIPAA compliance? Answer: LiveAgent does not claim to be fully HIPAA compliant due to the lack of official certifications, legal complexities, and potential risks involved. Here is an example to illustrate the challenges: If a potential patient inquires about knee surgery through chat, and later shares their personal information to be contacted, the chat would then be su...

How are data backup and archiving services provided?

Customer context: The customer wants to know how LiveAgent provides data backup and archiving services. Customer: How are data backup and archiving services provided? Answer: LiveAgent provides data backup and archiving services internally through our cloud-based infrastructure.

Do you provide data backup or archiving services as part of your standard service offering?

Customer context: The customer wants to know if LiveAgent provides data backup or archiving services as part of their standard service offering to protect against data loss or corruption. Customer: Do you provide data backup or archiving services as part of your standard service offering? Answer: Yes, LiveAgent provides data backup services as part of their standard service offering. The database is replicated live on triplets, and periodical database backups are done daily, approximately betw...

Can I request a recent third-party audit report that includes an assessment?

Customer context: The customer wants to review a recent third-party audit report (e.g. ISO 27001 or ISAE 3402 SOC 2 Type II) and to know if LiveAgent will allow them to do so. Customer: Can I see a recent third-party audit report that includes an assessment? Answer: Yes, we can request an audit report from a third-party provider and share the results with you. To request this information, please send an email to LiveAgent with your specific requirements.

Do you allow customers to perform regular vulnerability assessments?

Customer context: The customer wants to know if LiveAgent allows customers to perform regular vulnerability assessments. Customer: Do you allow customers to perform regular vulnerability assessments? Answer: LiveAgent has a vulnerability disclosure program, known as the Bug Bounty Program. You can learn more about it and participate by visiting www.liveagent.com/bug-bounty-program/ (https://www.liveagent.com/bug-bounty-program/).

Does LiveAgent use approved encryption protocols and algorithms?

Customer context: The customer wants to know if LiveAgent uses approved encryption protocols and algorithms to protect their data. Customer: Does LiveAgent use approved encryption protocols and algorithms? Answer: Infrastructure layer: All data is protected using TLS 1.2 in transit between the client and our load balancers, database backups are encrypted at rest. In general, the data in the database is not encrypted, however, passwords and other critical credentials to third-party systems are...

Can I enable reCAPTCHA for agent login after multiple failed attempts?

Customer context: The customer wants to enable reCAPTCHA for agent login after several failed attempts. Customer: Can I enable reCAPTCHA for agent login after multiple failed attempts? Answer: Currently, reCAPTCHA for agent login is not available in LiveAgent. However, there is a rate limit of 10 login attempts per hour for both agent and visitor logins. Successful login resets the counter. More information about rate limits can be found at https://support.liveagent.com/217359-Request-rate-lim...

Does LiveAgent support SSO with Microsoft 365?

Customer context: The customer is using Microsoft 365 and wants to know if LiveAgent supports single sign-on (SSO). Customer: Does LiveAgent support SSO with Microsoft 365? Answer: Yes, LiveAgent supports SSO, allowing you to log in to your account through various services like Microsoft, Google, Facebook, and Okta. This feature is available on Large and Enterprise plans. If you're logged in to your Microsoft 365 account with the same email address as your LiveAgent account, you can log in to ...

Does LiveAgent support SSO?

Customer context: A customer wants to know if LiveAgent supports single sign-on (SSO) and how it works. Customer: Does LiveAgent support SSO? Answer: Yes, LiveAgent supports SSO, which allows you to log in to your LiveAgent account through different services instead of using a standard username and password. This feature is available on Large and Enterprise plans. LiveAgent supports SSO login through Google, Microsoft, Facebook, and Okta. When you click the SSO login button for the chosen serv...