Plunet Summit 2018: With a Little Help from My Friends - The Plunet Support FAQ Track
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What does the Plunet support team actually do all day? What happens to my tickets once I’ve sent them? What are the most common issues faced by Plunet customers and how are they solved? And how can I successfully solve problems myself? Our support gurus Michael and Sylvester will answer these questions and many more exclusively on stage in the Plunet Support FAQ Track.
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Plunet Summit 2018: With a Little Help from My Friends - The Plunet Support FAQ Track
- 2. A little help goes a long way! • Who we are & how we work • Plunet & Security – are my files secure? • Outlook – what we’re aiming for
- 3. We’ve probably met through e-mail!
- 4. Details matter – how we work: Found new bug Reproduce behavior Fix bug Understand specific case Impact & application Steps to reproduce Commit fix Test fix Release fix
- 5. We need to make sure our files are secure! How can we do that?
- 6. Plunet & Security: Are my files secure? I just encrypt my files so they are secure, right? Our translators can’t open files anymore: It says they’re encrypted? Our CAT tool cannot open files from Plunet anymore! The customer said they cannot open the deliverables
- 7. Plunet & Security: What is encyption?
- 8. Okay so now, what?
- 9. Plunet & Security: Aspects of security Knowledge Managed access Secure and monitored communication Integrated and secure application environment Secure IT infrastructure
- 10. Plunet & Security: The idea of files living in my environment
- 11. Plunet & Security: My files are secure!! • A secure IT infrastructure is key! • Control access and avoid files in transit (e-mail, IM etc.)! • Onboard customers and vendors onto your tools (TMS & CAT) Harddisk- and database encryption is just one of many options
- 12. Plunet Support: Outlook • Further expand auto-upgrade • »Central Point of Service« • Content for self guidance
Notes de l'éditeur
- First of all: I know it’s right after lunch, some of you might be tired and not be in the mood for a lot of tech –stuff. I understand! However: I think we might have some interesting facts for you! For example how we work or we talk a little bout secure environments and the question on why and how files are secure with Plunet. We’ll close with a little outlook and maybe have some time left for questions. Full disclaimer: The topics that I’m going to talk about are pretty generic! Our colleagues at the support desk are happy to answer your specific questions – you’re welcome to stop by if you haven’t already! Oh and: Should you decide to take a nap, I would just ask you to make sure you don't wake up on your neighbors lab!
- Next Up, I want to give you some insight on how we work. We think that is interesting, because we often have some follow-up questions on a ticket or we ask for more details and one might wonder, why do they want to know this? I’d say lets see:
- Who have heard or asked that question? Security was always an important topic, but we do get those kinds of requests more and more often.
- We also get that a lot. But then, all of a sudden you’ll hear this. Or that. Or even this. But why?
- Because the basic idea of encryption is this: Set of information (also called key) to encrypt Once encrypted I cannot open or edit In order to do this, I need to decrypt But, when I have to give my key to everyone, why encrypt it then in the first place? Well, good question!
- Before we get to a solution – I just want to take a step back and look at some fundamental considerations when it comes to security. AAA (Authentication, Authorisation, Accounting) Secure infrastructure: Protection against basic threads (virus, backup, redundancy, secure access) Integrated and secure application: Applications need to provide appropriate security measures (managed user access, penn tested, secure architecture) Secure and monitored communication: Awareness on how I communicate (internal & external) also what medium do I use and what kind of data is being exchanged Managed access: Access to and within the network, appropriate roles, documentation Knowledge: Are my users trained (I cannot send an email with confidential information, can I copy files on my personal device to work from home…?)
- Give all the information that is available to us in an convenient way More transparent information