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Monitoring
Continuous automatic monitoring of all processes takes place at the Microsoft Azure data center. Any conspicuous incidents are automatically reported to DocuWare's system support. Monitoring includes:
Constant performance controls
Regular complete tests of the DocuWare basic functions
Statistical surveys of customer usage behavior, for example on how many actions customers perform in a particular time window (e.g. document search and storage, login), in order to enable performance improvements
In the event of irregularities, DocuWare's system support team intervenes immediately with 24/7 availability.
Hotfixes and upgrades
Once or twice a year, the new version of DocuWare is installed in customer organizations. To do this, the corresponding organization is taken offline, the upgrade is performed, and the organization is then brought back online with the new DocuWare version.
DocuWare will inform customers about the planned update four weeks in advance. In the event of an error, the organization is brought back online with the previous DocuWare version to ensure that no longer downtimes occur.
Customers should always keep the locally installed components (Desktop Apps) up to date. Users can easily perform the corresponding updates themselves, as long as they are authorized to install software locally. Otherwise, the IT administrator can perform the update as a silent install using a software management solution.
Maintenance
Full or extensive administration rights for DocuWare Cloud systems are required for certain maintenance activities. In order to guarantee data security that complies with the generally accepted technical rules and standards, access by maintenance administrators is subject to logging.
In addition, the following security mechanisms apply:
Any access to DocuWare Cloud systems takes place in an RDP session.
To be able to start an RDP session, an administrator must use defined, specially protected IP addresses to log in to a VPN that is secured by certificates and is only available to the administrators.
Every DocuWare Cloud administrator has an own ID. It is therefore always possible to determine who logged in to which system.
All administrators are trained and, in particular, have been instructed regarding the highly sensitive, protected handling of data such as certificates and passwords.