Compliance and Best Practices When Using Slack

AppHelp has adopted and will enforce stringent security guidelines that must always be respected . Significant legal repercussions could occur if we fail to comply with these requirements.

Adhering to Etiquette

AppHelp adheres to and believes in a safe and respectful workspace environment, so all communication within channels or by Direct Messages (DMs) must be respectful and follow established codes of conduct. Do not use profanity in chats, do not share any demeaning or offensive content, and remember that all discussions are recorded for quality and training purposes.

Sharing Passwords

• You must not share customer, personal, temporary or other types of password within any of the channels.
• You can use the AppDirect approved One Time Secret tool to share passwords outside of Slack when required.

Sharing Private Information

Under no circumstances must a customer’s personally identifying information (PII) be shared in the chat rooms, in Direct Messages (DMs), or through email.

NEVER send out:

• A customer’s billing information.
• A customer’s credit card number.

Whenever you need to transfer details of, or even simply refer to a customer, you must use one of the following:

• EXTERNAL ID (from LMI or TechWeb)
• CUSTOMER ID (from TechWeb)
• TICKET NUMBER (from TechWeb or Zendesk)

These are acceptable customer identifiers because only someone with access to TechWeb or Zendesk (therefore someone working for/with AppHelp) would be able to use them to obtain customer information.

Slack is intended for work use only. All transcripts are saved and reviewed for adherence. Failure to maintain a professional attitude will be noted and may be subject to disciplinary measures.