AMS & Customer Data Policy

Arts Management Systems' data and Customer's data is to be considered sensitive at all times and treated with the utmost care. This is especially true when it comes to data relating to PCI compliance and credit card information. There is also, in general terms, no need to have customer data transferred to our custody, especially with sensitive data in it.

 

AMS & Customer Data Policy

It is Arts Management Systems policy that Employees:

  • At no time will customer data be transferred into our custody without the explicit knowledge and agreement of the customer.
  • Do not transmit any database containing encrypted sensitive credit card data outside the customers network and never to AMS premises.
  • Try to solve all problems without any data ever having to leave the client’s servers, even if it means loading their production database into a separate test database on their servers for purposes of diagnostics.
  • Collect only data required to solve the problem and reproduce it such as order number, patron number, ticket number, cart #, dates, etc.
  • Data placed on our servers for Tier II support will be stored in a restricted location until such time as the problem resolution process begins.
  • Do not keep any data given to you for diagnostic purposes for longer than is absolutely necessary.
    • On a Mac, this is done by putting the file in the trash and using ‘File->Secure Erase’
    • On a PC, a tool like Eraser is to be use to securely delete.

 

General

  • Arts Management Systems hereinafter called “AMS”.

 

Revision History

  • June 2010
  • Aug 2016
  • Sep 2019

Gathering Sample Data

Very few support cases require transfer of customer data into AMS's custody to resolve a problem. Further, and with limited exception, there is never a reason for the development team to actually need specific card numbers in order to do any testing because we have our own test numbers and test merchant accounts.

Standard practice requires removal of all card data before a database transfer is to occur (if a database needs to be transferred to AMS in the first place)
The general steps are:

Testing @ Customer Site

  • Make a backup of the customer's database using the BackupTM_SUPPORT backup script. This automatically implements the postgresql database dump flags below.
  • load the backup database that exhibits the error onto the customers server as a 'test' database so that production is not affected.
  • Perform one last test on the test database at the customer site to ensure the problem still exists

Testing in Tier II Development Environment

  • Make a SUPPORT backup using BackupTM_SUPPORT which
    • Dumps the backup database under a separate name (that end in _SUPPORT) on the backup folder
    • This uses the

      -T fCreditCardsEncrypted parameters with pg_dump to ensure no such data is transmitted.

      eg:the default parameters in the support script exclude any encrypted card data. other files can be added if they are large (other candidates are transactions, web logs and/or eblasts)

      pg_dump -F c -v -T fCreditCardsEncrypted datbase > /path/to/backup.backup

  • Use the link https://backups.artsman.com and enter the appropriate credentials as per the web page image to the right. This will migrate the _SUPPORT database to a secure location on private server via https using latest high transport layer encryption available (currently TLS 1.3)
  • Inform Tier II when the database has uploaded and they will resolve the case and remove the data.

Exceptions for Credit Card Data

There are NO permitted exceptions that allow credit card data to be transferred out of the customer network at any time. The BackupTM_SUPPORT script must be used to create a backup that excludes encrypted card data before sending via secure https.