Some clients require completion of compliance and security questionnaires upon contracting with us. If this is the case, their first survey cannot launch until this is completed.
Process:
To avoid last minute delays with launching, it is important for CS to confirm whether the client requires this at the beginning of the relationship. Please be sure to ask your client whether they require this during the kickoff call. Let them know that if they do, we already have documentation to send to them and will hold off launching their first survey until they confirm that our comprehensive Comprehensive and Security documentation provides everything they require.
Furthermore, if the company requires said documentation:
A representative from the organization (usually not the stakeholder) sends the compliance/security documentation to the CS lead, Sales Lead, or Sara T. (she handles all Entromy contract generation and execution) once they’ve discovered their company is working with a new vendor. The reason in the varying Entromy POC is because the portco stakeholder typically forwards an email Sales, CS or Sara T. has sent.
Our typical response would be to send them our version of said compliance/security documents which satisfies their requests more often than not. (See attached documents below)
If the organization reaches back out to say that our version of the attached documents does not meet their requirements, 1 of the 3 options below would be the next step in the process:
OPTION 1: The Sales Lead needs to send the documentation to Martin or Joe to complete, cc'ing Sara T. and the CS lead, and request an ETA from Martin or Joe so the CS lead can funnel that information to the portco stakeholder in an effort to mitigate launch delays. OR...
OPTION 2: Sara T. needs to send the documentation to Martin or Joe to complete, cc'ing the Sales lead and the CS lead, and the CS lead requests an ETA from Martin or Joe so the CS lead can funnel that information to the portco stakeholder in an effort to mitigate launch delays. OR...
OPTION 3: CS lead needs to send the documentation to Martin or Joe to complete, cc'ing Sara T. and the Sales lead, and requests an ETA from Martin or Joe.
Then, the CS lead needs to connect with the portco stakeholder ASAP to make them aware of the launch delay risks should Martin and Joe be unable to complete the requested documentation timely.
Note: Our SOW has been updated to include a link to our SaaS agreement. And, the SaaS agreement includes a link to our website where our updated DPA is located. Essentially by us sending the SOW, customers will now have access to the SaaS and DPA documents as well. The only thing they will not have access to is the risk assessment package, which we can send as needed per the instructions above (attachments below).