System Description

Scalr uses security tools to scan our internal environment, system and services. We also engage professional security firms to perform third-party penetration tests and audits of our environment on an annual basis, respectively, while internal system scans are performed quarterly. The Scalr service is hosted in multiple data centers to provide redundancy. The data centers are geographically distributed and highly redundant in themselves.

Access to Customer Data

A subset of Scalr’s Personnel has access to customer data as necessary to support the platform and provide the service. Individual access is granted based on individual role and job responsibilities. Access to systems containing customer data is reviewed on a regular basis and is monitored on an ongoing basis.

Secure Data Handling and Destruction

Our solution is hosted on one or more cloud-based Infrastructure-as-a-Service platforms. These cloud providers are responsible for the security of the underlying cloud infrastructure and Scalr company takes the responsibility of securing workloads we deploy inside the cloud infrastructure. Cloud providers monitor and audit computing environments continuously, with certifications from accreditation bodies across geographies and verticals, including ISO 27001, FedRAMP, DoD CSM, and PCI DSS. All data is encrypted in transit and any device storing any data is subjected to data-at-rest encryption. The service makes use of code-level logic and permissions to segregate customer data.

Customer Responsibilities

As a user of the Scalr platform, customers should be proactive in recognizing the value and sensitivity of the information provided by the service as well as the need to safeguard such data appropriately. This document details Scalr’s customer responsibilities as they relate to use of the Scalr service. It is the responsibility of Scalr customers to familiarize themselves with the information and procedures set forth below and comply with them.

Safeguarding of Assets and Information

To safeguard information assets and policy enforcement capabilities available in the Scalr service, the customers’ IT governance processes should include end-user training regarding appropriate use and awareness of the need for securing access to their Scalr account credentials. As with most cloud services, access to Scalr requires a login ID and password or integration with a Single-Sign-On (SSO) provider. When an organization subscribes to the Scalr service, it is the customer’s responsibility to manage which users should be given access to the service. Customers should also define when access should be removed. For example, removing access upon termination of employment or as part of departmental changes that result in change of duties or responsibilities. Only valid account credentials should be used by authorized users to access the Scalr service; users should not share authentication credentials.

The Scalr service should be considered sensitive and confidential by users of the service. Users should follow information security best practices to ensure that access to their account credentials is appropriately limited, and the information and functionality provided by the Scalr service is protected from unauthorized use. Scalr users are responsible for maintaining the security and confidentiality of their user credentials (e.g., Login ID and Password), and are responsible for all activities and uses performed under their account credentials whether authorized by them or not. By establishing user credentials and accessing the platform, users of the Scalr service agree to comply with these requirements to safeguard assets and account information.

Service Termination

The Scalr service can be terminated on the account management page or by contacting Scalr Support.

Password Management

The Scalr service is accessible via the Internet. As a result, great care must be exercised by Scalr users in protecting their subscription against unauthorized access and use of their credentials. By establishing user credentials and accessing the service, users agree to proactively protect the security and confidentiality of their user credentials and never share account credentials, disclose any passwords or user identifications to any unauthorized persons, or permit any unauthorized person to use or access their Scalr accounts. Any loss of control of passwords or user identifications could result in the loss or disclosure of confidential information and the responsible account owner(s) may be liable for the actions taken under their service account credentials whether they authorized the activity or not. Additionally, when establishing Scalr account credentials, end users are required to establish strong passwords following password strength and complexity best practices; passwords should not be easily guessable.

Reporting Operational Issues

All Scalr services are monitored 24×7 to meet our service commitments. All planned maintenance will be performed in accordance with Scalr’s maintenance plan, which is communicated to customers when they sign up for the service. If there is a need to perform emergency maintenance for a vulnerability or bug fix, we will notify customers prior to the work being performed. To get updates in real-time, customers can subscribe to email notifications. On the occasion that Scalr customers observe performance issues, problems or service outages, they can contact Scalr Support to report such issues.

Incidents and Breaches

By establishing Scalr account credentials or accessing its service, customers agree to notify Scalr immediately of any security incident, including any suspected or confirmed breach of security. Also, users of the service agree to log out or exit the service immediately at the end of each session to provide further protection against unauthorized use and intrusion. Scalr customers should also notify Scalr immediately if they observe any activity or communications in other forums that may indicate that other Scalr customers have had their accounts compromised. Lastly, Scalr encourages users to practice responsible disclosure by notifying Scalr of any potential or confirmed security vulnerabilities. Scalr is dedicated to providing secure services to clients, and will triage all security vulnerabilities that are reported. Furthermore, Scalr will prioritize and fix security vulnerabilities in accordance with the risk that they pose.

Compliance Issues

Regulatory requirements and industry mandates are continuously increasing in scope & depth and can vary from industry to industry. Scalr users agree to abide by the regulatory requirements, industry mandates, and other compliance requirements imposed on their organizations and understand that use of cloud-based services does not exclude the organizations from responsibilities for restricting access to application information and functionality.

Responsible Disclosure Policy

Scalr is dedicated to keeping its cloud platform safe from all types of security issues thereby providing a safe and secure environment to our customers. Data security is a matter of utmost importance and a top priority for us. If you believe you have discovered a security flaw in the Scalr service or its underlying infrastructure, we appreciate your support in disclosing the issue to us in a responsible manner. Our responsible disclosure process is managed by the security team at Scalr. We are always ready to recognize the efforts of security researchers by rewarding them with a token of appreciation, provided the reported security issue is of high severity and not already known to us. When reporting the security vulnerability to our Security team, please refrain from disclosing the vulnerability details to the public outside of this process without explicit permission. Please provide the complete details necessary for reproducing the issue. We determine the risk of each vulnerability by assessing the ease of exploitation and business impact associated with the vulnerability.

Response

As a security researcher, if you identify or discover a security vulnerability in compliance with the responsible disclosure guidelines, Scalr commits to:

• acknowledge the receipt of the reported security vulnerability in a timely fashion
• notify you when the vulnerability is remediated
• extend our gratitude by providing a token of appreciation in supporting us to make our customers safer and more secure

Please report security issues to: security@scalr.com.

Privacy Policy

You can view our Privacy Policy at https://www.scalr.com/privacy-and-cookie-policy. The Policy in effect at the time you use our website affects how we may use your information. Our business may change from time-to-time. As a result, at times it may be necessary to make changes to the Privacy Policy. We reserve the right to update or modify the Privacy Policy at any time. If we make material changes we will post the updated policy on our website with an updated Effective Date. Please review the policy periodically, and especially before you provide your data to us through the website or by registering for our service(s). Your continued use or access to the website and/or our services after any changes or revisions to the Privacy Policy shall indicate your agreement with the terms of the revised Privacy Policy.

Whistleblower Policy

You can view our Whistleblower Policy at scalr.com/policies/whistleblower. Issues can be reported via contacts listed in the policy.

Vulnerability Disclosure and Reward Program

Scalr maintains a public bug bounty program. Valid and in-scope reports might be eligible for a payment. By submitting a security bug or vulnerability to Scalr, you acknowledge that you have read and agreed to the Program Terms and Conditions set forth below. By providing a submission, you agree that you may not publicly disclose your findings or the contents of your submission to any third parties without Scalr’s prior written approval.

Submit Vulnerability via Email

You are about to submit a report to Scalr via email (bounty@scalr.com). Detailed and quality reporting is important to Scalr. You must include a working Proof of Concept.

Program Terms and Conditions

Your participation in our program is voluntary and subject to the below terms and conditions:

• You need to show that you could exploit a vulnerability, but you must not actually exploit it. You must not: access, modify, copy, download, delete, compromise or otherwise misuse others’ data; access non-public information without authorization; degrade, interrupt or deny services to our users; and/or incur loss of funds that are not your own.
• If you are performing research, please use your own accounts and do not interact with other users’ accounts or data.
• You must not leverage the existence of a vulnerability or access to sensitive or confidential data to make threats, extortionate demands, or ransom requests.
• Your testing must not violate any applicable laws or regulations.
• You are prohibited from participating in the program if you are a resident of any U.S. embargoed jurisdiction, including but not limited to Iran, North Korea, Belarus, Russia, Cuba, the Crimea region and other, Russian occupied regions of Ukraine, and Syria; or if you are on the U.S. Treasury Department’s list of Specially Designated Nationals or the U.S. Department of Commerce Denied Person’s List or Entity List. By participating in the program, you represent and warrant that you are not located in any such country or on any such list.
• By providing a submission, you agree that you may not publicly disclose your findings or the contents of your submission to any third parties without Scalr’s prior written approval.
• You will be responsible for any tax implications related to any bounty payment you receive, as determined by the laws of your jurisdiction.
• You must be 18 years of age or older.
• You must not be employed by Scalr or any of its affiliates. You must also not be an immediate family member of someone employed by Scalr or any of its affiliates.
• By reporting a bug, you grant Scalr and its affiliates a perpetual, irrevocable, worldwide, royalty-free license to use, copy, adapt, develop, create derivative work from, or share your submission for any purpose. You waive all claims, including breach of contract or implied-in-fact contract, arising out of your submission.
• Whether to provide a payment for the disclosure of a bug and the amount of the payment is entirely at our discretion, and we may cancel or modify the program at any time.
• Only the earliest, responsibly-disclosed submission of a vulnerability instance with enough actionable information to identify the issue will be marked as valid. All other reports for a given issue will not be eligible for reward under our program.

Ineligible Vulnerabilities

Furthermore, Scalr does not consider the following to be eligible vulnerabilities:

• Account squatting by preventing users from registering with certain email addresses
• Attacks requiring MITM or physical access to a user’s device
• Best practice reports without a valid exploit (for example, use of “weak” TLS ciphers)
• Clickjacking on pages with no sensitive actions
• Comma Separated Values (CSV) injection without demonstrating a vulnerability
• Content spoofing and text injection issues without showing an attack vector/without being able to modify HTML/CSS
• Cross-Site Request Forgery (CSRF) on unauthenticated forms or forms with no sensitive actions
• Denial of service
• Disclosure of server or software version numbers
• Hypothetical subdomain takeovers without supporting evidence
• Issues that require unlikely user interaction
• Missing best practices in Content Security Policy
• Missing best practices in SSL/TLS configuration
• Missing email best practices (invalid, incomplete or missing SPF/DKIM/DMARC records, and so on)
• Missing HttpOnly or Secure flags on cookies
• Open redirect - unless an additional security impact can be demonstrated
• Perceived security weaknesses without concrete evidence of the ability to compromise a user (for example, missing rate limits, missing headers, and so on)
• Previously known vulnerable libraries without a working Proof-of-Concept
• Public Zero-day vulnerabilities that have had an official patch for less than 1 month will be awarded on a case by case basis
• Rate limiting or bruteforce issues on non-authentication endpoints
• Reports exploiting the behavior of, or vulnerabilities in, outdated browsers
• Reports of spam
• Self-XSS
• Session invalidation or other improved-security related to account management when a credential is already known (for example, password reset link does not immediately expire, adding MFA does not expire other sessions, and so on)
• Social engineering
• Software version disclosure / Banner identification issues / Descriptive error messages or headers (for example, stack traces, application or server errors)
• Tabnabbing
• Unconfirmed reports from automated vulnerability scanners
• User/merchant enumeration
• Vulnerabilities only affecting users of outdated or unpatched browsers (less than 2 stable versions behind the latest released stable version)

In Scope

Valid reports for assets in the following domains are eligible for reward:

• *.scalr.io

Out of Scope

Reports for assets in the following domains are not eligible for reward:

• status.scalr.io
• updates.scalr.io

Data Retention

By default, we will retain your data indefinitely. You can ask to close your account by contacting us at Scalr Support and we will delete your information upon valid request. We may, however, retain information, including personal information to the extent applicable, for an additional period as is required under applicable laws, for legal, tax, or regulatory reasons, or for legitimate and lawful business purposes.

Changes to our Privacy Policy

The Privacy Policy in effect at the time you use the Scalr service governs how we may use your information. Our business may change from time-to-time. As a result, at times it may be necessary for Scalr to make changes to the Privacy Policy. Scalr reserves the right to update or modify the Privacy Policy at any time. If we make material changes we will post the updated policy on this page with an updated Effective Date. Please review our Privacy Policy periodically, and especially before providing your data to Scalr through our website or by registering for the Scalr service. Your continued use or access to the Scalr corporate website or the Scalr service after any changes or revisions to the Privacy Policy shall indicate your agreement with the terms of the revised Privacy Policy.

Changes to our Service Commitments

While rare, we may occasionally change our service terms. This includes, but is not limited to, our commitments regarding security, confidentiality, performance or availability. In the event that we intend to make such changes, we will notify the business contact for the organization at the email address we have within our customer database at least thirty (30) days prior to such changes taking effect.

Contacting Scalr

For general inquiries, please contact us at Scalr Support.