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Frequently asked questions
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How does GIK work?
The servers are located in the United States. All data, including phone call recordings, are securely stored within the United States.
Does Cari AI comply with information security regulations, and how is data protected? What certifications and standards does AWS have?
Cari AI is certified according to ISO 27001, indicating a commitment to information security management. Additionally, data security measures such as encrypted information in transit and at rest and secure communications are implemented. Cari AI’s infrastructure is hosted on AWS, which holds numerous security certifications and standards, including:
ISO 27001 (Information Security Management)
ISO 27017 (Cloud Security)
ISO 27018 (Protection of Personal Data in the Cloud)
SOC 1, SOC 2, and SOC 3 (Service Organization Controls)
PCI DSS Level 1 (Payment Card Industry Data Security Standard)
FedRAMP (U.S. Federal Authorization and Risk Management)
GDPR (General Data Protection Regulation)
Among many others.
These certifications and standards ensure that AWS complies with rigorous security and data protection practices globally.
Where are the servers that host the Cari AI solution located and where is the data, including phone call recordings, stored?
The servers are located in the United States. All data, including phone call recordings, are securely stored within the United States.
Does Cari AI comply with information security regulations, and how is data protected? What certifications and standards does AWS have?
Cari AI is ISO 27001 certified, indicating a commitment to information security management. Additionally, data security measures such as encrypted information in transit and at rest, and secure communications, are implemented. Cari AI’s infrastructure is hosted on AWS, which has numerous security certifications and standards, including:
ISO 27001 (Gestión de Seguridad de la Información)
ISO 27017 (Seguridad en la Nube)
ISO 27018 (Protección de Datos Personales en la Nube)
SOC 1, SOC 2 y SOC 3 (Controles de Organización de Servicios)
PCI DSS Level 1 (Estándar de Seguridad de Datos para la Industria de Tarjetas de Pago)
FedRAMP (Autorización y Gestión de Riesgos para el Gobierno Federal de EE. UU.)
RGPD (Reglamento General de Proteccion de datos EU)
Entre muchas otras.
Estas certificaciones y estándares aseguran que AWS cumple con rigurosas prácticas de seguridad y protección de datos a nivel global.
How are user permissions and access to the Cari AI platform managed? Can access be restricted by IP or geolocation?
User permissions are assigned based on specific needs. Yes, Cari AI can restrict access via IP addresses for added security.
How are vulnerabilities and security updates managed on the Cari AI platform?
CARI AI conducts quarterly vulnerability testing to identify and address potential security issues, and external pentesting annually. Additionally, a process is in place to ensure the platform is continuously updated with the latest security fixes and patches.
What type of security support is offered and how are security-related support requests handled?
Cari AI offers advanced support – Tier 3, which includes:
Availability: 99.9%.
Support modes: 5×8 for requests and 7×24 for incidents.
Standard support hours: 8:00 am to 5:00 pm local time (GMT-5), Monday through Friday, excluding holidays. An extended support option is available 5×13 (GMT-5).
Support channels: Web support/email (included) and phone support only for reporting Severity A incidents.
Escalation Support: Enabled.
Monthly service reports: Included.
Cost: Included by default in the service packages offered by Cari AI, Tier 3.
How can I report an incident or request technical support from Cari AI?
You can report an incident or request technical support through the following methods:
By email: Send an email to soporte@qa-cf4c7c1b502f.cariai.com. A ticket will be automatically generated.
By web: Go to support.qa-cf4c7c1b502f.cariai.com/portal/en/signin and create a ticket.
By phone: For ticket follow-up and to report Severity A incidents only, you can contact the following numbers:
For Colombia: (57) 6019193064
For Mexico: (52) 5588905778
Remember that telephone communication does not replace the creation of tickets through established formal means (email or web).
What are the severity levels of incidents and how are they handled?
Cari AI classifies incidents into three severity levels (A, B, and C) depending on the impact on service.
Severity A: The Cari AI product is completely unusable. Response time < 1 hour, estimated resolution time < 4 hours. Channel: Email or phone.
Severity B: Important functionality unavailable. Response time < 4 hours, estimated resolution time < 2 days. Channel: Email.
Severity C: Inconsistent performance or inconsistency, but the product is still usable. Response time < 1 day, estimated resolution time < 4 days. Channel: Email.
SLAs vary depending on the severity level. It is important to create a ticket so that the incident is considered within the agreed SLAs.
