Architecture and Security Overview

Introduction

At insightsoftware, Lineos represents our suite of AI capabilities and services.

It is seamlessly integrated into our cloud-based platform as a set of shared services, rather than a stand-alone product.

By implementing Lineos in this manner, we enable our portfolio products to rapidly deliver value to customers, without users getting bogged down with the underlying AI infrastructure. This centralization of AI services provides greater flexibility, allowing us to switch models and deployment approaches as needed. This strategic approach ensures a consistent user experience and enhances the value we deliver to our customers.

Architecture and Security

The diagram below describes the Lineos architecture and security.

Our products integrate with Lineos in one of two ways. The primary method is through a Lineos micro-front-end (MFE) component, which facilitates seamless integration and access to Lineos’ AI capabilities. It is a framework-agnostic web component that can be embedded in any application supporting JavaScript and is hosted on AWS.

The second method involves using Lineos REST APIs, which can be invoked

by the integrating products. This approach offers flexibility for products with specific integration requirements.

Authentication is needed to access Lineos’ AI capabilities, either through the MFE or the REST APIs. The insightsoftware Platform uses Azure B2C to handle authentication for connected products, but in select cases, products can also use an API Key for authentication.

Lineos leverages Microsoft Azure OpenAI services for advanced AI capabilities, including natural language processing and other AI functionalities.

Data is encrypted both in transit (TLS 1.2) and at rest (AES 256).

Data Storage:

Our Lineos AI services do not store any sensitive customer information. Here is a breakdown of the data handling for each service:

• Doc Assist: The documentation ingested and stored is public product documentation and knowledge base articles that belong to insightsoftware.
• Data Assist: No data is stored by insightsoftware. The questions and data to be analyzed are sent directly to Azure OpenAI Services.
• Text Assist: Similar to Data Assist, no data is stored by insightsoftware.

• Report Assist: The data stored in our database is strictly metadata of the customer’s ERP, such as table and column names. No financial data is sent to Lineos AI services or to Microsoft Azure OpenAI services.

  We do not store the customer’s conversation history for any of the Lineos AI capabilities listed above.

LLMs and Training Models:

• Microsoft Azure OpenAI services provide REST API access to OpenAI’s powerful large language models (LLMs). With Azure OpenAI, customers get the security capabilities of Microsoft Azure while running the same models as OpenAI. Azure OpenAI offers private networking, regional availability, and responsible AI content filtering.

• insightsoftware does not host any large language models of its own. Lineos only uses what is provided out of the box by Azure OpenAI, thus there is NO model training.

• Moreover, Azure OpenAI has stated that they do not use any customer data for improving or training their models. Learn more here.

Monitoring and Logging

A description of Lineos’ monitoring and logging mechanisms and tools for ensuring availability, performance, and security.

Status Monitoring

Lineos’ AI capabilities run on the insightsoftware Platform. The Platform uses Statuspage to monitor for Outages. Statuspage is a communication tool that helps inform users about outages and scheduled maintenance. Users can subscribe to updates via email when there is an incident, and the Platform can embed the system status directly into other interfaces and web properties. Hence, customers always have up-to-date information regarding the status of the Platform and Lineos capabilities.

Log Monitoring

Lineos’ AI services use Datadog for log monitoring. Datadog provides complete visibility and effective troubleshooting by ingesting, analyzing, and archiving all logs from every environment.

Compliance and Audit

A summary of Lineos’ compliance with industry standards and regulations, such as SOC 2 Type 2 and GDPR, and the audit processes and procedures in place.

SOC 2 Type 2 Audits

insightsoftware annually completes SOC 2 Type 2 attestation audits for products that have integration capabilities with Lineos.

All products with these capabilities will include Lineos in their reports beginning in the 2025 audit period. The reports are available under NDA. A SOC 2 Report reports on the design and operating effectiveness of the service organization’s controls based on five different Trust Service Criteria (Security, Availability, Processing Integrity, Confidentiality, and Privacy).

All insightsoftware products integrated with Lineos are assessed for Security, Penetration, and Web Application Security Tests.

Products with Lineos integration capabilities undergo vulnerability tests that include annual penetration tests and web application security tests, including both authenticated and unauthenticated testing. 

Data Retention Policy

Lineos retains seven days of backups at minimum. Where operationally possible, the table below outlines our retention and backup schedules.

Handling Confidential Data

An explanation of how Lineos handles confidential data from customers and end-users, such as personal information, payment details, and sensitive content.

All insightsoftware employees, including contractors and temporary staff, are trained in and expected to comply with all aspects of insightsoftware’s security policy.

If not already covered by an existing intercompany contract containing a confidentiality statement, contractors and other temporary employees must also sign such an agreement before their employment and connection to insightsoftware’s facilities.

The Platform’s policies and processes are designed to classify all customer information as confidential (at minimum).

Data Residency and GDPR

For customers located in Europe, the Middle East, and Africa, Lineos AI services are hosted on AWS in the EU. For customers in Asia Pacific and Australia, the services are hosted on AWS in Australia. For all other customers, the services are hosted on AWS in the US. insightsoftware complies with all applicable laws, including GDPR.

Lineos Hosting Locations:

• USA: Northern Virginia
• EMEA: Dublin, Ireland
• APAC: Sydney, Australia

Lineos interfaces with various Azure OpenAI service regions in accordance with the customer’s location settings.

Microsoft Azure OpenAI Supported Regions:

• USA: US East
• EMEA: Sweden
• APAC: Australia

The Platform’s policies and processes are designed to classify all customer information as confidential.

Information Security Incident Management

A description of how Lineos responds to and manages information security incidents, such as breaches, attacks, or vulnerabilities.

All security information and logs are retained at the Disaster Recovery facility. 

Depending on the situation, insightsoftware would immediately dispatch a dedicated information security response team. This team would issue incident reports to management and review existing policies and procedures to determine if modifications are required.

Platform’s AI Disaster Recovery

A summary of how Lineos ensures business continuity and data recovery during a disaster or major outage.

A disaster is an event that causes a severe negative impact on a customer’s or insightsoftware’s business.

Since Lineos runs on the Platform, it aligns with the Platform’s Disaster Recovery plan. To ensure the Platform functions correctly and consistently, it has been designed for resiliency. Resiliency is the ability of a workload to recover from infrastructure, service, or application disruptions, dynamically acquire computing resources to meet demand, and mitigate disruptions, such as misconfigurations or transient network issues.

AWS Backup provides a centralized location to configure, schedule, and monitor AWS backup capabilities for various services and resources. AWS Backup supports copying backups across regions, such as a disaster recovery region.

Lineos has scheduled automated nightly backups and can deploy the app with automation.

Support and Maintenance

A summary of Lineos’ support and maintenance services, policies, and schedules.

AWS and Microsoft Azure provide support for the infrastructure and cloud services. Support for the Lineos environments, including operating systems, databases, and Platform services infrastructure, is provided by insightsoftware.

Unplanned Maintenance

Unplanned maintenance may occur where the severity of an issue or potential risk requires action before the next maintenance window. insightsoftware will determine when to apply these changes to balance risk mitigation and ensure minimal impact on Platform products. insightsoftware will provide customers with as much advance notice as possible. 

Planned Maintenance and Upgrade 

Software updates to Lineos are scheduled periodically and in line with the Platform.

The plan sees the Platform updated with one release every three weeks. This deployment is always scheduled outside of working hours to minimize customer impact.