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Trust Centre

Introduction 

Security is a timeless business concern. In this digital age, information security has taken centre stage for all companies, including ours.

We know just how sensitive the business processes that involve electronic signatures are. Documents with electronic signatures often contain sensitive or confidential information, including personally identifiable information, trade secrets, commercial or financial information, medical information, and more. When it comes to handling and processing documents with e-signatures, security, compliance, and confidentiality are critical. Taking risks isn’t an option.

As a software expert and trusted provider of software-based solutions since 2005, we understand the challenges companies face to ensure their infrastructure and data remain secure. Working with a reliable e-signature partner is essential. At eZsign, security is part of our DNA. It’s an integral part of our business, which is why we’ve created this security policy. When you work with eZsign, you have the peace of mind that your data is in good hands with a partner that takes security seriously. We follow industry best practices for cybersecurity and compliance, rivalling those of the world’s largest companies and most trusted financial institutions. Our reputation—and our track record—speak for themselves.

In the following sections, you can read more about how we’ve put security at the core of what we do, the regulations and standards we adhere to, the importance of privacy, and our response plan in the unlikely event of an incident:

  1. Security
  2. Compliance
  3. Privacy
  4. Incident Response Plan

Security

We are completely committed to ensuring that your documents and data are secure. From day one, we’ve designed and developed our eZsign solution with security as our top priority. We foster a culture of security in everything we do—from developing our software solutions to our day-to-day operations and customer service. This culture is reflected in four key overlapping areas: our management team, our employees, our processes, and our infrastructure.

Our management team

Our management team drafted this security policy to weave security in the very fabric of our company. To make sure we’re following it, management also created a series of checks and audits to verify that we’re complying with all its rules and procedures. Our management team is ultimately responsible for our information security and for the successful implementation of this policy. In addition to security, management is guided by a commitment to quality and to exceeding customer expectations. These practices aren’t just good for our customers—they’re also good for business.

Our primary goals in formulating and adopting this policy are as follows:

  1. Create a system of rules to frame our IT security.
  2. Ensure the behaviour of both individual employees and the company as a whole meets our expectations and complies with all applicable laws and regulations.
  3. Ensure our systems, hardware, and resources are used appropriately so we can do business in a way that is consistent with our mission and that safeguards, showcases, and promotes our image and reputation on an ongoing basis.
  4. Provide, foster, and maintain a safe, comfortable, and secure workplace environment where collective and individual rights are respected.
  5. Encourage the people who fall under this policy to make positive contributions to the ways we envision, plan, and carry out our business activities.
  6. Provide the people who fall under this policy with the resources and tools they need to effectively fulfill their roles, do their work, and assume their responsibilities.

Our employees

While our management team is ultimately responsible for eZsign security, everyone at eZsign plays an integral role. Every eZsign employee is tasked with ensuring that our data and that of our customers remains secure at all times. To that end, we perform a rigorous background check before every hire, and all eZsign employees follow a rigorous Security Code of Conduct and sign a confidentiality agreement before joining the company. We use access codes to restrict and monitor employee access to make sure our physical infrastructure and the data it contains are secure.

All eZsign programmers and the entire IT team receive regular security training to ensure their knowledge of the latest trends in security technology is up to date and their skills are current. We also address security at every eZsign team meeting.

Every employee is responsible for promptly informing their direct supervisor if they find that sensitive information provided while using eZsign has been compromised or if they become aware of an incident or situation that could pose the risk of a security breach or affect the confidentiality of any sensitive information we are responsible for.

Our processes

We are committed to taking steps and implementing appropriate security measures to ensure we’re able to protect the confidentiality, integrity, and accessibility of our customers’ digital assets. To do this, we use industry-leading encryption for all documents and data that are sent or stored using eZsign. We have also developed access control and user authentication mechanisms as well as business continuity mechanisms in the event of an incident. These measures are proportional to how sensitive the data is, what it is used for, how much of it there is, and what format it is in.

Our processes must also be able to help prevent incidents and security breaches, errors, malicious acts, and the unauthorized disclosure or destruction of information. All our business processes include elements to this effect.

We have embedded security at every stage of the software development life cycle (SDLC) and regularly assess it to ensure our product is secure. We regularly conduct security tests in the following environments:

  • Development (Dev)
  • Quality Assurance (QA)
  • Staging (Stage)
  • Production (Prod)

Furthermore, we employ DevOps development practices such as continuous integration/continuous delivery (CI/CD) and infrastructure as code (IaC) that allow us to monitor security at every step of the process. We have a dedicated security team that regularly audits information security, physical security, and supplier risk both as part of and independent from the development process. These audits are performed at least twice per year.

We generate and store security activity reports and security event logs for all critical systems and data. We also track all eZsign-related activity, regardless of where this activity comes from, and generate and store relevant activity logs:

  • Web activity
  • Email activity
  • File server activity
  • Key management
  • Virtual private network (VPN) activity
  • eZsign application logins

Our infrastructure

Physical infrastructure security measures

The premises where eZsign data is stored are protected through 24/7 surveillance. The data is hosted in data centers having the certifications SOC 1, SOC 2, SOC 3 and ISO 27001. The entrances to the facilities are monitored and only those with permission can gain access.

We also use state-of-the-art applications and equipment to ensure that access to our development and production environments is restricted only to employees with proper authorization and training, which prevents access by unauthorized and/or malicious actors.

Data transmission and storage

We know your data is valuable, so we take every possible precaution to keep it safe. We use encryption standards that rival those used by the world’s most respected banks and financial institutions to ensure that no one except you can access your confidential information. The eZsign application uses end-to-end encryption, which means we support the entire encryption chain from your device to our servers.

Safety mechanisms in place

  1. HTTPS: TLS 1.2, RSA-AES128-GCM-SHA256, 128-bit keys
  2. File storage and data servers (data at rest): AES256 encryption standard
  3. Trusted timestamps issued by a trusted Timestamping Authority (TSA) per RFC 3161
    timestamp protocol
  4. OCSP servers integrated according to RFC 2560 and RFC 6960
  5. FIPS 140-2-compliant hardware security module

Cloud infrastructure

eZsign relies on Amazon Web Services (AWS), the gold standard for secure, extensive, and reliable cloud infrastructure. With AWS as our cloud computing platform, you have access to your documents, even if there’s a regional business disruption or data center failure.

  • Highly available and redundant architecture that allows the entire system to withstand full site failure and always be running
  • Multiple Availability Zones (AZs)
  • Docker containers
  • Real-time data replication
  • DNS zones replicated across approximately 60 regions around the world (global DNS)
  • Global content delivery network (CDN)
  • Firewall and intrusion detection system (IDS) to prevent and detect attacks

With all the comprehensive measures we have put in place, our eZsign service-level agreement (SLA) promises 99.999999999% annual data durability and 99.99% application availability.

Compliance

Given how common electronic signatures are today and how important they are in transactions and business processes around the world, there is a patchwork of crucial regulations and standards to ensure global e-signature compliance. At eZsign, we don’t simply comply with industry standards and rules for e-signatures and cybersecurity, we go above and beyond to ensure the way we manage our network and keep data secure is always a step ahead. We continuously monitor market intelligence to guarantee that our processes, systems, and approach remain compliant with the strictest international standards, especially as these standards change and evolve to account for new technological and business realities.

In addition to regularly auditing both virtual and physical risks, our dedicated security team also audits compliance with a range of international cybersecurity laws and standards. This active dedication to compliance with global laws, regulations, and standards allows us to ensure that the eZsign signatures on our customers’ documents are enforceable and non-repudiable, no matter who signed them.

Below, we discuss the unique features of eZsign signatures that allow them to comply with standards all over the world.

Signature properties

  • eZsign supports the latest digital signature technology standards, including PDF 2.0 in accordance with ISO 32000-2 and PAdES signatures, which are required by the European eIDAS regulation
  • eZsign applies PDF signatures that can be validated using Adobe Reader, Adobe Acrobat, or any other validator that supports PDF signatures
  • Validation information is stored directly in the signature per ISO 32000-1 or in a Document Security Store (DSS) as specified in ISO 32000-2 and PAdES part 4
  • Signatures are applied in an incremental PDF update section to preserve existing signatures and document structure

eZsign supports all relevant PDF versions and standards:

  • eZsign processes all PDF versions up to PDF 1.7 (ISO 32000-1), including extension level 8 and PDF 2.0 (ISO 32000-2)
  • eZsign is aware of the PDF/A-1/2/3 (ISO 19005) archiving standards: if the input document conforms to PDF/A, the output document is guaranteed to conform as well. eZsign fully supports XMP extension schemas as required by PDF/A. The ability to insert PDF/A-conforming XMP metadata in PDF documents is an important advantage of eZsign

Signature characteristics

  • E-signatures for Long-Term Validation (LTV) according to PDF 2.0 (ISO 32000-2)
  • PAdES (ETSI TS 102 778 parts 2, 3, and 4, ETSI EN 319 142) and CAdES (ETSI TS 101 733) for qualified eIDAS signatures
  • Signatures providing Long-Term Availability and Integrity of Validation Material (Level B-LTA) as required for eIDAS compliance
  • eZsign retrieves a timestamp from a trusted Timestamping Authority (TSA) in accordance with RFC 3161, RFC 5816 and ETSI EN 319 422 and embeds it in the signature it generates
  • eZsign creates document-level timestamp signatures per ISO 32000-2 and PAdES part 4

Cryptographic signature details

  • RSA signature algorithm
  • Strong signature and hash functions
  • Full certificate chain embedded in the signatures generated, meaning signatures with certificates from a certificate authority (CA) on the Adobe Approved Trust List (AATL) can be validated in Adobe Acrobat and Adobe Reader without any configuration on the client side
  • Embedded Online Certificate Status Protocol responses (OCSP according to RFC 2560 and RFC 6960) and Certificate Revocation Lists (CRL according to RFC 3280) as revocation information for Long-Term Validation (LTV)

Our solution also meets the following security and compliance requirements:

Electronic Signatures in Global and National Commerce Act (E-Sign Act)

The Electronic Signatures in Global and National Commerce Act (E-Sign Act) a U.S. federal law passed in 2000 that permits the use of electronic records and signatures for commercial transactions. It allows organizations to adopt a uniform e-signature process across all 50 states with the assurance that records cannot be refused by a court of law solely on the basis that they were signed electronically.

ISO 32000-2

The ISO 32000-2:2017 standard specifies a digital form for representing electronic documents to enable users to exchange and view electronic documents independent of the environment in which they were created or the environment in which they are viewed or printed.

ETSI TS 102 778-1

The ETSI TS 102 778-1 technical specification outlines the use of PDF signatures, as described in ISO 32000-1 and based on CMS, in any application areas where PDF is the appropriate format for the exchange of digital documents.

Uniform Electronic Transactions Act (UETA)

Like the E-Sign Act, the Uniform Electronic Transactions Act (UETA) is a U.S. law that was enacted to help ensure the validity of electronic contracts and the defensibility of electronic signatures. The UETA gives states a framework for determining the legality of an electronic signature in both commercial and government transactions.

Compliance with international, federal, and provincial laws 

While third-party industry standards like SOC or ISO exist to certify entities’ processes and are used to demonstrate compliance, there is no official certification per se for companies or customers to demonstrate compliance with international, federal, or provincial laws. Customers are responsible for ensuring that their data use complies with these laws, and our customers can rest assured that when they use eZsign, they are complying with all legal obligations under the following laws:

Personal Information Protection and Electronic Documents Act (PIPEDA)

A Canadian federal law to support and promote electronic commerce by protecting personal information that is collected, used, or disclosed in certain circumstances by providing for the use of electronic means to communicate or record information or transactions and by amending the Canada Evidence Act, the Statutory Instruments Act, and the Statute Revision Act.

Freedom of Information and Protection of Privacy Act (FOIPPA)

An information rights law in the province of British Columbia that gives an individual a legal right of access to records held by provincial public bodies, subject to specific and limited exceptions. The act also requires that public bodies protect the privacy of an individual’s personal information existing in records held by public bodies.

Personal Health Information Protection Act (PHIPA)

A law in the province of Ontario that sets out rules for the collection, use and disclosure of personal health information. These rules apply to all health information custodians operating within the province and to individuals and organizations that receive personal health information from health information custodians.

Health Insurance Portability and Accountability Act of 1996 (HIPAA)

A U.S. federal law that outlines the requirements for the management, storage, and transmission of protected health information in both physical and digital form.

Data centres

eZsign data is hosted in several Amazon Web Services data centres to provide our customers with superior access and availability. We work with AWS, an industry leader in cloud infrastructure solutions, because of their proven track record with compliance and the robust controls they have in place. Depending on your needs, we can guarantee that your data is stored on Canadian, American, and/or European soil.

See AWS certifications

Privacy

Privacy is paramount at eZsign, which is why keeping your data confidential is our top priority. We know that when our customers use eZsign, they are often communicating highly sensitive and confidential information, including personal information gathered and stored as part of their regular business operations. We recognize that it’s our job to make sure your private information stays private.

We also recognize that the users or data owners under the Act Respecting the Protection of Personal Information in the Private Sector retain exclusive rights over their confidential information and may therefore request the materials that contain said information at any time. We know our users would suffer significant harm were this confidential information to be disclosed without authorization.

We therefore pledge to take all appropriate steps to keep all confidential information confidential:

  1. We use industry best practices to ensure that user codes, passwords, and encryption keys remain confidential.
  1. We make sure that anyone whose job involves handling or processing confidential information signs a confidentiality agreement. We also ensure they sign an agreement requiring them to comply with all relevant security measures to ensure that only they have access to the confidential information and limit the transfer or disclosure of such information. These agreements must be signed before they join the company.
  2. We only use confidential information for the purposes for which it was supplied.
  3. We work together with users and, if applicable, their end clients, to allow the intended persons to exercise their right to access, correct, or amend their personal information.
  4. We work together with users to destroy personal information and user profiles in accordance with applicable retention schedules.
  5. We cooperate with investigations and audits related to ensuring the confidentiality of personal or confidential information.

Incident Response Plan

Failing to plan is planning to fail. We go to great lengths to keep our IT infrastructure and our customers’ data secure, but we also recognize that incidents can happen. We have therefore developed a detailed incident response plan in the unlikely event of a security breach. If an incident does occur, we will notify users within 24 hours if anyone has accessed or attempted to access their information without authorization, or if we discover a data breach or other incident that might affect data security or confidentiality.

We are committed to taking immediate action to mitigate the risk of continued data breaches as quickly as possible, to conduct an investigation to identify vulnerabilities, and to adopt the necessary corrective measures to prevent further incidents. Response team members will work in concert to assess and manage the situation to minimize risk and identify the appropriate stakeholders according to the level of risk.

Although eZsign has yet to experience a data breach, we recognize that every incident is unique. The end goal of an incident response plan is to protect our customers’ data and ensure we comply with all legal and regulatory requirements. Below, you will find an outline of our current incident response plan, which has three steps: detection and analysis, containment and recovery, and improvement.

Detection and analysis

  • Identify the incident or breach and verify whether it is ongoing. Before proceeding, ensure that any breach has been stopped.
  • When an incident is reported, a qualified member of the on-call incident response team assesses the facts.
  • Identify which parts of the system have been impacted and isolate them.
  • Analyze all audit logs to determine whether data has been compromised, and if so, which data.
  • If necessary, the team member launches the containment and recovery step.

Containment and recovery

  • Focus efforts on finding the cause of the incident.
  • Use audit logs to determine the scope of the incident.
  • Take appropriate action to patch the entry point, remove the cause of the incident, and recover all systems.
  • Work to limit the impact of the incident.

Improvement

  • Analyze the incident to glean new information to improve tools and processes.
  • Put necessary corrective measures in place.
  • Document all changes and improvements.

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