Best Practices for Keeping Your Data Secure When Working with Sisense Support
Summary: Liliia Kislitsyna provides guidelines to maintain data security when engaging with the support team. They emphasize avoiding the inclusion of sensitive information like passwords and API keys in standard communication channels. For necessary sharing of sensitive details, using secure-sharing tools or live screen-share sessions is recommended. In cases where credentials have been shared, immediate rotation is advised. Liliia Kislitsyna encourages reaching out with any security concerns or questions.
When you open a support ticket, our team may ask questions about your environment to help diagnose and resolve an issue. To keep your organization's data protected, please follow these best practices when working with us.
What to Keep Out of Tickets, Chats, and Emails
Please never include sensitive authentication or security information in plain text through our standard communication channels. This includes:
Passwords or login credentials of any kind
API keys, tokens, or secrets
Database connection strings that contain credentials
Private keys or certificates
Our support team will never ask you for your password.
How to Safely Share Sensitive Information
If sharing sensitive configuration details is necessary to resolve your issue, please use your organization's own approved secure-sharing tool, and always generate an expiring or one-time link so the data can't be accessed after the session ends.
If your organization doesn't have a secure-sharing tool available, let our support team know — we'll arrange a live screen-share session instead. You remain present and in full control of your environment at all times, and nothing is transmitted to or retained by Sisense.
If You've Already Shared Credentials in a Ticket
Rotate them immediately, then let our support team know so we can flag the ticket for appropriate handling. Rotating promptly is the single most effective step you can take.
Questions?
If you're ever unsure about the safest way to share something with our team, just ask before sending — we're happy to help you find the right approach. You can also reach out to your account contact at any time.
