Integrity Policy Management Support Services

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INTEGRITY POLICY MANAGEMENT SUPPORT SERVICES

Tallan provides top of the line support and access to veteran experts to keep our product optimized for your business at all times.

STANDARD SUPPORT RESPONSE

Standard support response is included in the Software License and is all that most customers will require for Integrity products.  The standard support response is designed for companies that have an internal IT department capable of basic administration and SharePoint troubleshooting and needs support for questions specific to Integrity Policy Management.

Standard support response includes:

  • Create a support ticket any time through phone at (860) 368-3010
  • 1 Business day response to new cases
  • Support hours of 9am to 5pm EST Monday through Friday, excluding holidays.
  • Answers to questions or issues directly related to Integrity Policy Management
  • Limited live support to assist in troubleshooting

PREMIER SUPPORT RESPONSE

Premier Support is designed for customers who require additional assistance with troubleshooting or administration of Integrity Policy Management.  Tallan provides this elevated support response at an additional cost.  Please contact us for pricing at (860) 368-3010.

Premier support includes:

  • Create a support ticket any time through phone or email
  • All tickets immediately escalated to Tier 2 support
  • 4 business hour response to new cases
  • Support hours of 9am to 5pm EST Monday through Friday, excluding holidays.
  • Answers to questions or issues directly related to Integrity Policy Management
  • Live phone assistance for troubleshooting questions
  • Live phone assistance for administration questions

ADDITIONAL SUPPORT OPTIONS

Tallan also offers custom support packages for clients who have specific needs not met in our Premier support response level.  Please contact our sales team to discuss your specific needs at (860) 368-3010.

FAQ

General Questions

I got an email about new approval tasks, but when I follow the link they are not in My Tasks.

It can take up to 10 minutes for a task to show up in your My Tasks.  If the tasks still do not show up after 10 minutes, contact your team lead to ensure that the tasks are still valid.

For further support, please contact Tallan support at 860-368-3010.

What do I do if I forgot my username or password?

The username and password that you use to log into Integrity Policy Management is the same username and password that you use to log into SharePoint.  If you feel that you are having difficulty accessing the system, please contact your system administrator.

What file types are supported in the application?

The application will support all file types supported in the version of SharePoint being installed to.  For SharePoint Online, there are no blocked file types.  For an On-Premise installation the default list of blocked extensions can be found here.

 

Installation Questions

Who can Install Integrity Policy Management?

Only site administrators have the correct permissions to install Integrity Policy Management.  If you would like to install Integrity Policy Management but do not know who your site administrator is, please contact us for help.

What are the requirements for Installing Integrity Policy Management?

To install Integrity Policy Management, you must have a SharePoint Online subscription and be using Azure Active Directory.

Deployment to on-premises environments is also supported with a services engagement.  Please call (860) 368-3010 to request more information.

I’m having problems with the installation of the free trial.  What do I do?

We’re happy to help you with your questions during your free trial period.  Just call our support line at (860) 368-3010.

Can I install Integrity Policy Management on multiple site collections?

While the software will install on multiple site collections in a single tenant, Tallan does not currently support multi-site collection scenarios.  Installations in multiple site collections may result in unexpected behavior.

However, Integrity Policy Management does support installation in multiple sub-webs under your root site collection.  This allows you to control security for your policy and procedure documents at a more granular level without breaking inheritance and applying individual permissions at the root site collection level.

For more information, please see the Integrity Policy Management User Guide.

How do I uninstall Integrity Policy Management?

If you feel that Integrity Policy Management is not right for you, you can uninstall from your O365 tenant by simply removing the application.  If you have an on-premises solution which has been custom installed, please contact us for uninstallation procedures specific to your company.

How can I check the status of the installation?

The admin page can be accessed at https://policy.integrity.tallan.com/home/admin.  Note: Only site collection administrators will have access to the admin page and its functionalities.  From here, you can check on the status of the provisioning process as well as the status of the subscription.

Why is the installation taking so long to provision?

Once the initial provisioning has completed, you should see a few new list and libraries installed to your site as well as new content types and site columns.  Also as part of the provisioning, we enable the Document Id Service feature.  The Document Id Service allows documents uploaded to a site collection to have unique ids across the site collection. More information on SharePoint’s Document Id Service can be found here.

Depending on which version of SharePoint the app is installed to can impact how long it takes for the Document Id Service to finish provisioning.  Official SharePoint Online guidance suggests this could take up to 24 hours.  However, we have seen this take an average of 30 minutes on the majority of installations.  If this is an On-Premise installation, the timer jobs used to provision the Document Id Service can be started manually and will require the help of you SharePoint administrator.

 

Usage Questions

How many users can I add to the system?

Tallan Integrity Policy Management does not have a user limit, however you must purchase a license for each user who will be utilizing the system.  Please contact Tallan sales at (860) 368-3010for more information.

How many policies and procedures can I add to the system?

Integrity Policy Management utilizes SharePoint document libraries as its document storage system, and is subject to the limitations of the SharePoint Online platform.

For more information, please visit the following page: SharePoint Online Software Boundaries and Limits

 

Security Questions

Is my data in Integrity Policy Management secure?

All of your user information, policies, procedures, and other data stored in Integrity Policy Management is secured by Microsoft Azure and SharePoint.  For more information on data security in the Office 365 platform, visit the following page: Office 365 Trust Center

Integrity Policy Management has been designed with security in mind and has been thoroughly tested to ensure data security.

What security certifications does Integrity Policy Management have?

All documents managed by Integrity Policy Management are stored within SharePoint online, and are subject to the security certifications awarded to the Office 365 platform.  For more information, please visit the Office 365 Trust Center.

 

Administrative Questions

Can I restrict access to Integrity Policy Management to only certain users?

Yes.  Access to Integrity Policy Management is controlled by security groups added to the site collection the application is installed into.  Only users added to these groups will have access to the Integrity Policy Management application.  For more information, please read the Integrity Policy Management Users Guide.

How do I back up my data?

All policy and procedure documents loaded into Integrity Policy Management are stored in SharePoint Online, and are subject to the data retention rules of the SharePoint Online platform.

Compliance and acknowledgment data for the application is stored in SQL Azure, and is backed up on a regular basis.

In the case of accidental data loss, Tallan can help you obtain and retrieve your compliance data.  Please contact Tallan Support at (860) 368-3010.

How do I export my data?

The Integrity Policy Management application does not currently offer a way to export compliance and acknowledgment data for your entire tenant.  If you require a data dump or export, please contact Tallan at (860) 368-3010.  Tallan offers data recovery and extraction services at a standard hourly rate.

We made a mistake, and need to roll back a change.  What do we do?

If you feel that you need to recover information that was accidentally deleted, please contact Tallan support at (860) 368-3010.  Tallan offers data recovery and extraction services at a standard hourly rate.

How do I update an incorrect or expired Azure AD Client Id and App Key?

Navigate to the admin page located at https://policy.integrity.tallan.com/home/admin, and click the Edit Tenant Information.  Click through the wizard updating any values as necessary.  On the last step, the Azure AD Client Id and App Key are available to update.  Click submit and changes should be immediately reflected.

User Profile Sync failure

The most common cause of the User Profile Sync failing to sync the user store is due to incorrect or expired Azure AD Client Id and App Key or the Azure AD application registered does not have ‘Read’ permissions on the directory it’s trying to sync.  To update the Azure AD keys see ‘How do I update an incorrect or expired Azure AD Client Id and App Key?’ .  To grant the Azure AD Application the correct permissions see the Integrity Policy Management Installation Guide.

INTEGRITY INSTALLATION HELPER HIGH-TRUST ADD-IN

Integrity Policy Management requires the installation of a high-trust add-in to handle tenant provisioning and other functionality. Please download and install the add-in linked below. For detailed installation instructions, please refer to the Installation Guide