FAQ’s

    Have a question regarding Prompt?

    Here are some common questions we are often asked.

    FAQs

    Is Prompt endorsed by the Department of Health & Human Services?

    The Prompt system was designed by Dr Charlie Corke, Senior Medical Consultant at University Hospital Geelong, developed by Lancom, and seed-funded by the Department of Health & Human Services, Victoria. Prompt is now in use across a number of Victorian public health services with the endorsement of the DHHS.

    What training and support is available for the implementation of Prompt?

    Once you have decided to take up Prompt, your primary administrator will participate in administrator training. This is to learn how the system works including setup of the organisation and document hierarchy, creating users and permissions plus loading and management of documents.

    After this training, your organisation should spend some time deciding how to build your structure, working with the Prompt Product Manager for advice, queries and general assistance.

    Which Document types are supported in Prompt

    Prompt supports any file format. Microsoft Word (DOC, DOCX) , Microsoft PowerPoint (PPT, PPTX), Microsoft Excel (XLS, XLSX), Image files (JPG, PNG) and Publisher, documents can be automatically converted to PDF or can be kept in original format for online forms or templates.

    Is there a contract for Prompt subscription?

    Yes, the Prompt software licence agreement is for an initial term of 3 years. Please Contact Us for more information.

    IT FAQs

    What roles and responsibilities have been defined in support and maintenance for the infrastructure and application?

    Prompt is responsible for the application and virtual private network layers. Amazon Web Services (AWS) is responsible for the underlying host-level infrastructure.

    What Formal Service Levels and penalties apply?

    Unique email login, potential MFA login, and two-month password resets, 99.9% application uptime.

    How are software updates and patches applied?

    Automatically applied at the host level by AWS. Applied at the application level via dependency updates deployed by developers at Prompt.

    What security technology does Prompt have in place to detect system threats?

    Prompt works with Virtual Private Cloud (VPC) security groups. The application layers in public and private key authentication for remote server access. JWT web token authentication is used as a safe and secure way to authenticate users.

    Will the application limit user access to data, services, and privileges in the manner intended by the business?

    Prompt allows full customisation of user’s roles and access that are uniquely configurable by the organisations Prompt Administrator. This enables you to have total internal control.

    Does Prompt have encryption to keep my messages protected?

    Prompt Data is encrypted in-flight using SSL and safely at-rest using private key encryption provided by Amazon Web Services (AWS).

    What process has been agreed to and is in place for advising the organisation of any suspected or actual security breaches?

    The Prompt team will contact the administrators and key stakeholders with the incident, impact, risk, and plan to move forward.

    What kind of communication is to be used?

    HTTPS over the Internet.

    How does the vendor keep abreast of monitoring vulnerability alerts and patching?

    Underlying hosts of application servers are managed by AWS and patched for vulnerabilities automatically. A small number of utility servers must be patched manually by Prompt and is done on a regular schedule.

    Where will Prompt store my customer data?

    Prompt is a cloud-based system housed in Amazon Web Services Sydney Datacentre. Organisation data is kept safe and sound in database document in AWS S3 (Amazon Web Service S3) that offers industry-leading scalability, data availability, security, and performance. It can store and retrieve any amount of data at any time, from anywhere.

    What data is backed up and who backs up the customer data?

    Databases are backed up nightly by AWS Relational Database Service. Secondary backups are taken as MySQL backup dumps and stored in S3. Documents are replicated to a second S3 bucket as well as nightly backups taken. All backups are automated and monitored via a third-party contractor, responsible for reviewing daily logs and resolving all issues.

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