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SaaS Assurance - Overview

SaaS assurance extends beyond just the quality of a SaaS service. More and more companies are considering leveraging SaaS services for business processes. These companies expect assurances from their SaaS providers of their security and reliability. The "Information Assurance Framework" from the "European Network and Information Security Agency" (ENISA) defines a set of assurance criteria. ENISA recommends that companies get potential SaaS providers to provide answers to the questions in order to be able assess their reliability.

Personnel Security

This is about security measures for the SaaS provider's personnel. What policies and procedures do you have in place when hiring your IT administrators or others with system access? Are there checks concerning identity, CV and criminal records before employing new personnel? What security education program do you run for all staff? Is there a process of continuous evaluation?

Fabasoft makes sure that all employees are made aware of the topic of information security. Upon joining the company all employees must submit a criminal records check and sign a data protection declaration and an information security agreement. Regular training on the topic of information security takes place in the Fabasoft Academy. Furthermore, Fabasoft fulfills all the requirements for personnel security under the ISO 27001 certification and ISAE 3402 Type 2 audit conducted by PricewaterhouseCoopers. This particularly concerns full traceability and transparency in the SaaS data centers: Each activity must be planned, announced and approved before execution. The execution must be documented and traceable.

Supply-Chain Assurance

These criteria apply where the SaaS provider subcontracts some operations that are key to the security of the operation to third parties. This mainly affects SaaS providers who outsource the underling platform (Infrastructure as a Service) to a third party provider, for example operating their SaaS services on Amazon or German Telecom's platforms. In this case the SaaS provider must detail the procedures used to assure third parties accessing your infrastructure (physical and/or logical). Are the service levels offered to the SaaS provider's customers also guaranteed by the third parties?

Fabasoft provides its SaaS services using exclusively its own resources. Fabasoft operates its own hardware in high-performance data centers and merely rents space including cooling and fail-safe power and internet connections. The complete source code for the Mindbreeze InSpire services, including the operating systems (Enterprise Linux), is on Mindbreeze's premises.

Operational security

In addition to the guarantee of service levels, a company should still ensure that the SaaS provider employs appropriate controls to mitigate unauthorized disclosure of customer data. This needs to be clarified in the areas of software assurance, patch management, network architecture controls, host architecture, resource provisioning, PaaS application security and SaaS application security.

Software assurance:

How does the SaaS provider protect the integrity of the operating system and applications software used? What standards are adhered to? Are environments in place to reduce risks, e.g. development, test and operation environments, and these environments kept separate from each other? What controls offer protection against dangerous code? What guidelines and procedures exist for backups?

Patch management:

What patch management procedure is followed? Does the SaaS provider ensure that the patch management process covers all layers of the SaaS delivery technologies – i.e., network, server operating systems, virtualization software, applications and security subsystems ?

Network architecture controls:

What levels of isolation are used (for virtual machines, physical machines, network, storage etc.)? Does the architecture support continued operation from the SaaS services when the company is separated from the service provider and vice versa (e.g., is there a critical dependency on the customer LDAP system)?

Host architecture:

Is the host firewall run with only the minimum ports necessary to support the services within the virtual instance?

PaaS application security:

Can a Platform as a Service (PaaS) provider guarantee the security of its platform? What assurance can the PaaS provider give that access to your data is restricted to your enterprise users and to the applications you own? Does the PaaS provider ensure that the platform is protected against vulnerabilities through applications?

SaaS application security:

The SaaS model dictates that the provider manages the entire suite of applications delivered to end-users. Therefore SaaS providers are mainly responsible for securing these applications. What administration controls are provided? Can these be used to assign read and write privileges to other users? Are there detailed access rights controls and can these be adapted to a company's own organisational guidelines?

Resource provisioning:

How much can you scale up? Does the provider offer guarantees on maximum available resources within a minimum period? What processes are in place for handling large-scale trends in resource usage (e.g. seasonal effects)?

Fabasoft strictly separates its development, test and productive systems. Software development takes place using the agile project management methodology SCRUM. The SaaS services are updated monthly. The SaaS services update is executed with zero known defects. This means that at the time of update, all defects found and captured by Fabasoft have been fixed. Each software build has to undergo extensive automatic tests in acontinuous integration environment so that potential defects can be discovered as early as possible. Each SaaS user can give direct feedback to defects or new SaaS features via the support button in the SaaS application. This flows directly into the agile software development, is prioritized and quickly addressed during the monthly SaaS updates (user experience management).

Identity and access management

A company should clarify a SaaS provider's identity and access management systems: Authorization, Identity provision, management of personal data, key management, encryption, authentication, credential compromise or theft, identity and access management systems offered to the SaaS customer.


Do any accounts have system-wide privileges for the entire SaaS system and, if so, for what operations (read/write/delete)? How are the accounts with the highest level of privilege authenticated and managed?

Identity provision

What checks are made on the identity of user accounts at registration? Are any standards followed?

Management of personal data

What data storage and protection controls apply to the user directory and access to it? Is user directory data exportable in an interoperable format?


Where is encryption used (data in transit, data at rest, data in processor or memory)? Are usernames and passwords encrypted? Is there a well-defined policy for what should be encrypted and what should not be encrypted?


What forms of authentication are used for operations requiring high assurance?

Credential compromise or theft

Do you provide anomaly detection (the ability to spot unusual and potentially malicious IP traffic and user or support team behavior)?

Identity and access management

This applies to the identity and access management systems which are offered by the SaaS provider for use and control by the SaaS customer. Is the SaaS provider interoperable with third party identity providers? Is there the ability to incorporate single sign-on? Does the client credential system allow for the separation of roles and responsibilities and for multiple domains (or a single key for multiple domains, roles and responsibilities)? How does the SaaS provider identify itself to the customer (i.e. is there mutual authentication)?

Every single communication between user devices and Mindbreeze InSpire services is protected via SSL encryption according to the RSA procedure (HTTPS standard). In the Fabasoft data centers, data encryption takes place via self encrypting discs.

Asset Management

It is important to ensure the provider maintains a current list of hardware and software (applications) assets under the SaaS providers control. This enables checks that all systems have appropriate controls employed, and that systems cannot be used as a backdoor into the infrastructure. Is there a list of assets that the customer has used over a specific period of time? Does the provider have an automated means to inventory all assets, which facilitates their appropriate management?

Fabasoft is ISO 20000 certified and therefore fulfills all requirements for this standard for the automatic management of hardware and software inventory.

Portability of data and services

This set of questions should be considered in order to understand the risks related to vendor lock-in. Are there documented procedures and APIs for exporting data from the SaaS services? Does the vendor provide interoperable export formats for all data stored within the SaaS services? are the API interfaces used standardized?

Business continuity management

A SaaS provider must plausibly present its continuity procedures in the event of disruption. Does the provider maintain a documented method that details the impact of a disruption? What are the RPO (recovery point objective) and RTO (recovery time objective) for services? What dependencies on suppliers and outsource partners relevant to the restoration process exist? Can the effects of a disruptive event be kept to an acceptable level (accident management)? Does the provider have a formal process for locating, identifying, analyzing and addressing incidents? Is this process tested and prepared so that an actual incident can be effectively overcome? How are incidents documented and evidence secured?

Fabasoft fulfills the requirements for the continuity of SaaS operation in case of disruption in accordance with ISO 20000 certification and ISAE 3402 Type 2 via PricewaterhouseCoopers audit demands.

Physical security

Physical security is particularly important because many SaaS providers outsource the control over their IT infrastructure. What assurances can the SaaS provider provide to the customer regarding the physical security of the location? Who, other than authorized IT personnel, has unescorted (physical) access to IT infrastructure (e.g. cleaners)? How often are access rights reviewed? Are personnel who have access to secure areas monitored (including third parties)? Does the personnel use portable equipment (e.g. laptops, smart phones) which can give access to the data center?

All data centers are equipped with alarms which immediately alert the police in cases of attempted unauthorized entry. The data centers are also equipped with video surveillance and highly sensitive early fire detection and preventive fire protection.

Naturally only authorized staff has access to the data centers. You can find more information in the document Performance Characteristics of Data Center Operation.

Environmental security measures

What procedures or policies are in place to ensure that environmental issues do not cause an interruption to service? What methods are used to prevent damage from a fire, flood, earthquake, etc?

The software in question operates in a total of two data centers per location. The active data center and the backup data center.

The two data center locations are physically separated. Both centers are equipped with redundant air conditioning and network infrastructure.

In case of power failure, all data centers can supply power to the components for up to 15 minutes. At least one data center per location can maintain the power supply to the components for longer periods of power failure via a UPS (Uninterruptible Power Supply) with a connected emergency diesel power generator.

The backup data center operates a backup infrastructure to secure all data. The backup data center is equipped with its own access rules, redundant air conditioning and network infrastructure as well as emergency power supply.

The data centers are also equipped with highly sensitive early fire detection and preventive fire protection.