Confidential Information Processing

This document describes how to handle confidential information when contacting INTROSERV support. It specifies which communication channels are secure for sensitive data and which are not.

Confidential information includes:

• Login credentials (usernames, passwords, SSH keys, API tokens)
• Billing or payment details
• Personal identification data
• Server access details
• Database connection strings
• Any other data that may your services, or provide unauthorized access to them

Proper handling of this information prevents unauthorized access and helps maintain compliance with data protection regulations.

1. Channels Not Approved for Confidential Data

Do not share confidential information through:

• Web chat on the INTROSERV website
• Telegram
• Facebook Messenger
• Other social networks or public messengers
• Email (not recommended for passwords and credentials)

These channels work well for general questions and pre-sales consultations. However, they lack the encryption and access controls necessary for confidential data. Sensitive information sent through these platforms can be intercepted or accessed by unauthorized parties.

Example:

Incorrect: "Hi, my password is XYZ123, can you check my server?"
Correct: "I'm experiencing login issues. I've opened ticket #12345 with the necessary details."

2. Secure Channel: Ticket System

Share all confidential information through the ticket system in your Client Area.

Steps to submit sensitive data:

1. Log in to your Client Area
2. Navigate to Support → Tickets
3. Open an existing ticket or create a new one
4. Enter the required information in the message field

The ticket system encrypts all communication and restricts access to authorized INTROSERV staff only.

3. Ticket System Security Features

The ticket system provides:

• Encrypted transmission: SSL/TLS encryption protects all data in transit
• Restricted access: Only authorized support staff can view your tickets
• Secure storage: Data is stored in a protected environment with access logging and monitoring
• Regulatory compliance: Our security practices align with international data protection standards

Third parties cannot access information submitted through the ticket system.

4. Email Guidelines

You can use email for general correspondence and non-sensitive discussions. However:

• Never include passwords, credentials, SSH keys, or similar data in email messages
• Verify that requests for confidential information come from an @introserv.com address
• Even with verified INTROSERV staff, submit confidential information through the ticket system instead of email

If you're unsure whether information is sensitive, use the ticket system.

5. Communication Channel Summary

Action	Approved Channel	Prohibited Channels
Passwords or credentials (to Client Area, server, or services)	Ticket system	Web chat / Telegram / Facebook Messenger / Email
Server configurations or service access details	Ticket system	Web chat / Telegram / Facebook Messenger / Email
General inquiries or sales questions	Ticket system / Web chat / Telegram / Facebook Messenger / Email	—

6. Additional Security Recommendations

• Verify the communication channel before submitting any data
• Avoid sending passwords or access links through unsecured channels
• Use unique, strong passwords for all accounts
• Enable two-factor authentication (2FA) in your Client Area
• Report suspected exposure of confidential data to support immediately

Questions

Contact our support team through the ticket system if you have questions about data transmission security or confidentiality requirements.

Your security depends on using the correct channels for sensitive information. The ticket system provides the protection necessary for confidential data.