Thena
By Pivoting Owl Inc
The implementation process for Thena software typically follows a structured approach to ensure seamless integration and functionality within a business's existing systems. The process begins with project kick-off, where all stakeholders, including the tech team and end-users, are gathered to set clear objectives and timelines. This collaborative effort ensures that everyone is on the same page and that the project is aligned with the business's goals.
Next, the data migration phase involves transferring existing data to the new system. This step is crucial for maintaining data integrity and ensuring that no valuable information is lost during the transition. Thena's implementation team assesses current data sources and ensures that the migration process is smooth and error-free.
Following data migration, the configuration and customization phase takes place. Thena can be tailored to fit specific business needs, allowing for adjustments in features and functionalities to match the unique processes of the organization. This customization ensures that the software aligns with the business's workflow and enhances user experience.
Thena offers extensive customization options to fit specific business needs, making it a versatile tool for various industries. The software allows for custom configuration of workflows, enabling businesses to adapt the platform to their unique processes. This includes setting up custom ticketing workflows, integrating with other tools, and configuring SLAs and reminders for customer requests on Slack.
Thena supports role-based access management, allowing businesses to define user roles and permissions based on their specific requirements. This feature ensures that only authorized personnel have access to sensitive information and functionalities, enhancing security and operational efficiency.
Thena's integration capabilities are another key aspect of its customization. The platform can integrate with various CRM systems, email ticketing systems, and other business tools, providing a unified solution for managing customer interactions. This interoperability enhances workflow continuity and reduces disruptions, making it easier for businesses to manage their operations.
Thena offers comprehensive training and support to ensure new users can effectively utilize the platform. The training process begins with tailored training sessions based on different user roles within the organization. These sessions focus on hands-on practice and real-life scenarios to make the training more impactful and accelerate the adoption rate.
Thena provides live technical support during business hours, which is available 24 hours for five working days between Monday and Friday. This support can be accessed via email or shared channels in the customer communication platform, ensuring that users can get help when they need it.
Thena offers extensive documentation and resources to help users navigate the platform. This includes user manuals, FAQs, and video tutorials that cover various aspects of the software, from basic functionalities to advanced features. These resources are designed to help users troubleshoot common issues and make the most of the platform's capabilities.
Thena takes data security seriously and has implemented robust measures to protect user data. The platform maintains application security and software development controls, including private networks, custom key encryption, and biannual penetration testing. These measures help detect and prevent the introduction of security vulnerabilities.
Thena conducts biannual vulnerability assessments to identify and remediate any security issues promptly. The platform also uses Snyk to detect and remedy malicious or unsecure code, ensuring that the software remains secure and reliable.
To protect data during transmission, Thena uses high levels of encryption (TLS 1.2/HPPS) for all communication between customer systems and the platform. Additionally, all stored data, session cookies, and backups are encrypted at rest, providing an extra layer of security. The databases are also encrypted using custom keys, further enhancing data protection.
Thena's policy on data ownership and portability can be summarized as follows:
Customer is the controller and data exporter of the Personal Data processed by Thena. Thena is the processor and data importer.
Customer acknowledges and agrees that the disclosure of Personal Data to Thena does not form part of any monetary or other valuable consideration.
Upon termination of the processing, Thena will, as soon as reasonably practicable, return or securely delete and destroy all Personal Data in Thena's possession or control, except as otherwise required by law or set out in the Agreement. Upon request from Customer, Thena will certify such secure deletion in writing within thirty (30) days.
Thena meets the following compliance standards, based on the information provided:
Thena undergoes annual independent third-party SOC 2 Type II audits, which include a risk assessment of threats to the privacy, confidentiality, security, integrity, and availability of personal data, as well as measures to mitigate these risks.
In accordance with their SOC 2 Type II compliance program, Thena maintains policies, procedures, and practices documenting their technological, administrative, and procedural safeguards relating to the privacy, security, integrity, and availability of personal data.
Thena's information security framework includes periodic audits, assessments, and employee privacy and security training.
Thena has implemented various security measures, such as Snyk for detecting and remediating malicious or unsecure code, biannual vulnerability assessments, application security controls, strict password protection, and access controls.
