Support, data and security
What happens after delivery: who fixes, who updates, where the data lives, who is responsible for what, and how the systems you already have talk to each other.
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Frequently asked questions
Privacy, GDPR and compliance7
- How do you handle personal data in the projects you build?When a project handles personal data, the scope is defined before any code is written: which data is actually…
- Who is the data controller and who is the data processor?In most projects, the client company is the data controller: it decides the purposes and means, because the…
- Do you sign a Data Processing Agreement (DPA)?When a vendor processes personal data on behalf of the client, Article 28 of the GDPR requires a legal…
- How do you handle cookies and consent on the website?Technical cookies don't require consent; measurement, profiling, or advertising cookies do, and they must…
- Can an AI chatbot process personal data?Yes, and it's the most common case: whoever writes in the chat leaves their name, email, or details about…
- What changes with the AI Act for a business assistant?The AI Act scales obligations to the risk of the use case, not the technology. An assistant that answers…
- How do you handle data deletion requests?A data subject can request the deletion of their data, and the controller must be able to respond within the…
Backups and security13
- How are passwords protected?Passwords shouldn't be stored in plain text. Application accounts use robust hashing functions with salt,…
- How are API keys managed?API keys are stored in a secret manager, environment variables, or equivalent systems, kept separate from the…
- Do you use two-factor authentication?Yes, when the architecture or the provider allows it, we can set up two-factor authentication, especially for…
- Can you create granular roles and permissions?Yes. We can create granular roles and permissions. We first establish who needs to see what, and which…
- How are backups managed?The backup plan defines what to save, frequency, retention, where copies are stored, encryption, and…
- How often should backups be done?The frequency depends on how much data the company can afford to lose and how fast it changes. A largely…
- How do you verify a backup restore?A restore is verified by periodically running it on a separate environment and checking integrity,…
- How are security updates managed?Security updates are managed by assessing vulnerabilities, dependencies, compatibility, and criticality.…
- How are access logs recorded?Access can be logged with a timestamp, user, action, origin, and outcome, depending on the level of audit…
- What happens if I forget my password?Use the planned password reset procedure. The system should never recover or send the old password in plain…
- How are backups handled during support?During support, backups follow the infrastructure plan: frequency, retention, separate copies, and restore…
- Can I request a security check?Yes. We can run a security check within the agreed scope: access, roles, dependencies, configurations,…
- How do I recover the domain, hosting, and access from a previous vendor?It starts with an inventory of the assets: domain and registrar, DNS, hosting, repository, database, email,…
Data migration and import6
- How do you import data from CSV?To import a CSV, we define the encoding, separator, headers, data types, and unique identifiers. We map the…
- How do you import data from Excel?Excel needs an extra layer of checking because formulas, multiple sheets, merged cells, and formats can hide…
- How do you clean up duplicate data?Duplicates are identified using reliable keys when available - tax ID, SKU, ID - and with matching rules when…
- How do you handle migrations with a large number of records?For migrations with a large number of records, we work in batches, with logs, checkpoints, and the ability to…
- How do you verify that a migration is complete?A migration is verified through quantitative and qualitative reconciliation: record counts, identifiers,…
- Can you migrate away from a previous vendor?Yes. Migration from a previous vendor is planned by taking inventory of the domain, DNS, hosting, email,…
Integrations between systems17
- What is an API?An API is an interface that lets two pieces of software exchange data or run functions according to defined…
- What is a webhook?A webhook is an automatic notification sent from one system to another when an event occurs. Instead of…
- How do you know if a piece of software can be integrated?We check whether the software exposes APIs, webhooks, an accessible database, exports/imports, or other…
- Can you integrate software without an API?In some cases yes, but it depends on what the system makes available. Options include CSV/XML files,…
- Can you connect two different databases?Yes. We can connect different databases through an application service or synchronization procedures,…
- Can you synchronize data across multiple systems?Yes. Synchronization can run in real time through APIs/webhooks or on a scheduled interval. We map…
- Can you connect a CRM to a website?Yes. A website can create leads in the CRM, update contacts, and record source/campaign, bookings, or…
- Can you connect an ERP to an online store?Yes. An ERP can supply products, prices, customers, stock levels, or statuses to the online store and receive…
- Can you connect calendars and bookings?Yes. We can integrate calendars for availability, appointment creation/editing, and assignment to people or…
- Can you connect payment systems?Yes. We can integrate compatible gateways and payment systems through official APIs or SDKs. Card data is…
- Can you connect electronic signature services?Yes. We can integrate electronic signature services for sending, signing, tracking status, and archiving…
- Can you connect invoicing systems?Yes, if the invoicing system has APIs or supported exchange formats. We can send customer and document…
- Can you connect inventory systems?Yes. We can connect inventory systems for stock levels, movements, orders, batches, or locations. We first…
- Can you connect software to banking services through available APIs?Yes, when the bank or open banking provider makes authorized APIs available and the use case fits the…
- Can you audit integrations?Yes. An integration audit checks connected systems, data flows, authentication, error handling, retries, API…
- What happens if an external API changes?If an external API changes, we review the documentation, endpoints, authentication, and modified data, test…
- Can you add new integrations?Yes. We can add integrations after first checking APIs, authorizations, limits, and data ownership. The new…
Hosting, servers and infrastructure6
- Cloud or local server: which is better?There's no universally better choice. The cloud offers scalability and simpler management; a local server can…
- What's the difference between a shared and a dedicated server?On a shared server, multiple clients use part of the same infrastructure, with logical isolation; a dedicated…
- When do you need a dedicated server?A dedicated server makes sense when load, isolation, custom configurations, security requirements, or…
- When do you need on-premise infrastructure?On-premise infrastructure is needed when data, latency, legacy systems, continuity, or company policy require…
- What happens if a server goes offline?If a server goes offline, what happens depends on the architecture. Monitoring, automatic restart, failover,…
- What is the support email address?The general reference for SqualiOnline support is [email protected]. Structured projects may also have a…
Maintenance, warranty and support6
- How are errors monitored?Errors can be captured with application logging and monitoring/alerting tools. We record enough information…
- How does SqualiOnline support work?SqualiOnline support starts with a clear channel and a verifiable description of the problem. The team…
- What does the warranty cover?The warranty covers what is defined in the cost proposal or contract. When a lifetime warranty is stated, it…
- What is not covered as a warranty fix?A new feature, a design change requested after approval, a change to processes that were not planned, an…
- How do I report a bug?To report a bug, send the affected page or feature, the user/role involved, the exact steps to reproduce it,…
- How is the priority of a problem determined?Priority depends on impact and urgency: a website or system that is completely unavailable, data loss, or a…
Environments, reliability and continuity34
- What is a staging environment?A staging environment is a controlled copy of the application used to test changes, integrations, and content…
- Do you separate development, test, and production?Yes, in projects that call for it we separate development, test/staging, and production. This separation…
- Can you apply the principle of least privilege?Yes. The principle of least privilege gives users, services, and APIs only the permissions needed to do their…
- Can data be encrypted?Yes. Data can be encrypted in transit through secure protocols and, when appropriate, at rest across…
- How do you handle particularly sensitive data?For particularly sensitive data, we apply minimization, segregation, granular permissions, encryption,…
- How do you manage third-party vendors and services?Third-party vendors are evaluated on function, data handled, reliability, contract terms, API availability,…
- How do you manage operational continuity?Operational continuity is designed by identifying critical services, dependencies, RPO/RTO, backup,…
- Can you set up redundancy?Yes, when it's justified we can set up redundancy across components such as the application, database,…
- Can you set up disaster recovery?Yes. A disaster recovery plan establishes how to restore systems and data after a serious event, which copies…
- How are RPO and RTO defined?RPO, Recovery Point Objective, indicates how much data loss is acceptable, expressed in time; RTO, Recovery…
- What information should I send when reporting a problem?You need to provide context, the URL or form, the account or role involved, the steps to reproduce the…
- What happens if the website is unreachable?If the website is unreachable, we check DNS, domain, certificate, hosting, deployment, network, and external…
- What happens if I can't access the business management system?We first check whether the problem involves credentials, permissions, session, network, or service…
- What happens if a user loses access?We check whether the account is disabled, the role has changed, the password has expired, or external…
- How can I change an administrator?A new administrator is created or promoted from an already authorized account, after verifying identity and…
- What happens if a plugin or third-party service changes?If a plugin or third-party service changes, we check compatibility and alternatives. An update may require…
- Can you update a project after years?Yes. We can update a project even after years, but we first audit the framework, dependencies, hosting,…
- Can you add new modules?Yes. New modules can be added when the architecture allows it. We first define shared data, permissions,…
- Can you change the design after delivery?Yes. The design can evolve after delivery, from small components to a broader redesign. We first check the…
- Can you create new landing pages?Yes. We can create new landing pages while keeping the design system, analytics, and integration with…
- Can you train new employees on how to use the software?Yes. We can train new employees with role-based sessions, a test environment, and operational guides. The…
- Can you create manuals or operational guides?Yes. We can create manuals, FAQs, videos, or operational knowledge bases for functions and roles. The…
- Can you support the team during go-live?Yes. During go-live, we can support users and managers, monitor errors and integrations, keep a single list…
- Can I request an audit of my existing software?Yes. An audit of existing software reviews architecture, code where available, the database, dependencies,…
- Can you take over a project built by someone else?Yes. We can take over a project built by someone else after an audit phase. We need access to hosting,…
- Can you fix code written by another vendor?Yes, if the code is available and legally usable. We first audit the architecture, dependencies, tests, and…
- How do you assess whether to fix or rebuild?We compare the cost and risk of a fix against those of a rebuild. We assess code quality, architecture,…
- I want to eliminate double data entry: how is that done?We define a single source of truth for the data and connect the systems that currently require entering it…
- How can workflows reduce manual errors?Workflows reduce errors when they replace manual steps with rules, required fields, validations, approvals,…
- Where is our customers' data stored?It depends on the infrastructure chosen for the project: managed hosting, public cloud, a dedicated server,…
- Does the data leave the European Union?Many widely used services have infrastructure outside the European Union, so the question needs to be asked…
- Are conversations with a voice agent recorded?It depends on how it's configured, and it's a decision that should be made deliberately: full recording,…
- Are our company documents used to train models?This shouldn't happen, but it can't be assumed: it depends on the model vendor and the plan in use. Business…
- What happens to the data at the end of the contract?This should be decided beforehand, not at expiration: normally, the data is returned in a readable format and…
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