Handling security incidents.
SmartChat monitors whether the database and WhatsApp sending are running, and lets you know as soon as something affects your data or your sending.
How SmartChat responds to an outage.
SmartChat monitors that everything is running. If something goes down, our team is alerted.
Constantly monitored
SmartChat checks whether the database, sending and incoming WhatsApp messages are working.
OngoingAlert for our team
If something goes down, our team gets an alert, even in the middle of the night.
AlertStuck jobs
SmartChat looks for jobs that have gotten stuck, for example a thank-you message that never went out.
CheckedYou'll know about it
If an outage affects your account, you see it right in SmartChat.
In the app
Your sending keeps running
Monitoring only reports. It doesn't stop any newsletter or message.
You see every problem in your app.
If Meta restricts your number or a send stops, it shows up in your notifications. If there's an outage at SmartChat, the app shows you the notice "Currently experiencing an outage".
Notice during an outage
The notice tells you that some features are limited and that you don't need to do anything.
Announced maintenance
If short maintenance is coming up, SmartChat shows you when the app will be briefly unavailable.
Also via WhatsApp
With WhatsApp notifications you hear about urgent problems in WhatsApp.
System emails can't be turned off.
Only admins get system emails, and they can't be turned off. This includes, for example, when payment at Meta is missing or your sending stops. You can also set up emergencies via WhatsApp.
Can't be turned off
Only admins get system emails, and they can't be turned off.
Your team chooses
Admins and staff members turn all other notifications on or off themselves.
Seven emergencies
The WhatsApp option reports seven emergencies to all admins with a saved number and costs 50 credits per message: payment at Meta, number disconnected or restricted, subscription payment, credits used up, sending stopped, limit reached and template rejected.
If it affects your data, you get an email.
The email describes what happened, which data is affected, what the possible consequences are and what we're doing about it. That's what it says in the data processing agreement.
- Without delaySmartChat informs you as soon as an incident involving your data becomes known.
- Emailto the address saved in your account.
- Art. 33You make the report to the data protection authority, and SmartChat gives you any information you're missing for that.
Have you found a security vulnerability ?
Write to us at team@smartchat.marketing and describe what you found.
Frequently asked questions about security incidents.
What does SmartChat consider a security incident?
A security incident is anything that puts the data in your account at risk, for example access by unauthorized people or data loss. If an incident like this affects your data, SmartChat informs you by email without delay.
How do I find out about an incident involving my data?
SmartChat informs you without delay by email at the address saved in your account. That's what it says in the data processing agreement.
What's in the email about an incident?
As far as known: what happened, which data is affected, roughly how many people and records are involved, what the possible consequences are and what we're doing about it.
Do I have to report an incident myself?
Yes. You're responsible for your contacts' data, so you report an incident to the data protection authority yourself. SmartChat gives you any information you're missing for that.
Does SmartChat check that everything is running?
Yes. SmartChat monitors whether the database, sending and incoming WhatsApp messages are working. SmartChat also looks for jobs that have gotten stuck.
Who gets the alert at night?
Our team. If something goes down, they get an alert, so someone responds even at night.
How can I tell there's an outage in SmartChat?
The app shows you the notice "Currently experiencing an outage". It tells you that some features are limited, that we're working on a fix and that you don't need to do anything.
Does my newsletter keep sending during an outage?
Monitoring doesn't stop any sending, it only reports. If your sending stops on its own, for example because payment at Meta is missing, you get a system email. With the emergency WhatsApp, you also find out in WhatsApp.
Can I turn off emergency alerts?
No. Only admins get system emails, and they can't be turned off. The emergency WhatsApp is an option you set up yourself. More about your Team.
Where do I report a security vulnerability?
Write to us at team@smartchat.marketing. Describe what you found and how we can reproduce it.
How can I protect my account even more?
Turn on Two-factor authentication. Then SmartChat also asks for a code from your authenticator app when you log in. How SmartChat protects its servers is explained under Technical security.
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