Common Questions
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Q: What are the support days and hours for ResLife Portal?
A: ResLife Portal provides support for the web-based system 7 days per week, especially during key times of the academic year (such as during residence life team training and the resident move-in).
ResLife Portal team is located in San Diego, California and currently offers support during 8:00am to 8:00pm Pacific timezone. More details about Technical Support.
ResLife Portal Members is available 24/7 with self-service knowledge-base articles.
Q: Does ResLife Portal offer online help documentation and knowledge-base articles?
A: Yes. Online, self-service help documentation and knowledge-base articles is available 24/7 through the ResLife Portal Members site. If you have additional questions, please contact Technical Support, or submit a trouble-ticket request
Q: Does ResLife Portal provide suggestions for online safety?
Q: Where can I send ResLife Portal a trouble-ticket request?
Q: Does ResLife Portal offer Extended Support Services and/or an Account Manager?
A: Yes. Learn more.
Q: Does ResLife Portal offer Training options?
A: Yes. We have self-guided training and instructor-led training options. Instructor-led training options are available for billable hours. Learn more
Q: What IT hardware or personnel is needed from our organization?
A: None. As a web-based system, ResLife Portal is hosted and delivered over the Internet to your institution. No hardware, software, or dedicated IT personnel needed. At this time, we do not offer an on-premise option.
Q: How do new system enhancements become available?
A: Whenever we add new features and capabilities to the modules you have selected (based on your Membership Subscription Plan, Add-On Modules, and other Add-On Options), they are automatically available to you as part of your membership subscription.
Q: What type of encryption is used?
A: Industry-standard Secure Sockets Layer (SSL) encryption is used to increase security of your data in transition as information flows from your internet browser to our web servers. Secure Sockets Layer (SSL), currently GlobalSign GCC R3 DV TLS CA 2020 (SHA-256 with RSA Encryption).
Q: Is there an option for role-based access control?
A: Yes. User Accounts include Permissions to control access for each user account (role-based access control) to limit information on a need to know basis for roles within the system. The system supports the ability to define multiple roles, and the ability to add or remove permissions from a role group.
Q: Is Two-Factor Authentication available?
A: Yes. Two-Factor Authentication is optional for each user account (including for Member Organizations using the ResLife Portal - Free Edition).
Q: Is Single Sign-On (SSO) available?
A: Yes. Single Sign-On (SSO) is optional for Paid Membership Subscription Plans only, through SSO providers (such as Google OAuth, Microsoft Azure Active Directory, and Okta), in addition to our standalone authentication. SSO is not an option for Member Organizations using the ResLife Portal - Free Edition. IT personnel might need to provide some temporary assistance to determine the proper Single Sign-On (SSO) configuration. Learn more
Q: Does ResLife Portal have a Staging Enviroment of new features before a production system update?
A: Yes. Contact us to discuss more details. This is an included capability with each paid membership subscription.
Q: Can our organization have a separate Test Environment of ResLife Portal?
A: Yes. Contact us to discuss more details. This is available as an additional option.
Q: Has ResLife Portal completed a Voluntary Product Assessment Template (VPAT)?
A: Yes. Learn more.
Q: What is your licensing terms?
A: ResLife Portal offers annual membership subscriptions with yearly payment options or monthly payment options. ResLife Portal also offers a discount promotion for multi-year membership subscriptions. More details: www.reslifeportal.com/membership
Q: Does ResLife Portal have a Privacy Policy, Terms of Service, and/or Terms of Use?
A: Yes, https://www.reslifeportal.com/policies/termsofservice/
Q: What is your Indemnity clause in the event of data breach?
A: Indemnity policy documented: www.reslifeportal.com/policies/termsofservice/#indemnity
Q: Does ResLife Portal have a Service Level Agreement (SLA)?
A: Yes. Learn more.
Q: Does ResLife Portal have an Incident Response Plan (IRP)?
A: Yes. Learn more.
Q: What kind of data is required for this software? Does it qualify as PII? Is there HIPAA information?
A: Staff can use the ResLife Portal to solely track resident assistant job performance for planning and hosting programs without entering any resident data into the system. However, to take full advantage of our "resident engagement" capabilities, residents can be added into the system to track resident attendance and interactions by residence life staff. ResLife Portal does take personally identifiable information (PII) seriously. Documentation related to PII and HIPPA: www.reslifeportal.com/policies/termsofservice/#reslifeportalobligations. Confidential Information, as part of Terms of Service, is documented: www.reslifeportal.com/policies/termsofservice/#confidentialinformation.
Q: Is there a contract or agreement to sign?
A: No. There are no contracts or agreements to sign. Our standard Terms of Service for all our Member Organizations is posted at: https://www.reslifeportal.com/policies/termsofservice/
If the General Counsel for your organization has any questions about aspects of the Terms of Service, they are welcome to draft an Addendum to the Terms of Service specific to your organization, for us to review and counter-sign. This is considered a Customization, subject to additional pricing.
Q: Can an organization outside the United States use the ResLife Portal?
A: Yes. Please review our International article and Terms of Service, especially the section about Export (https://www.reslifeportal.com/policies/termsofservice/#export). Additional acknowledgements may be required.
Q: How does GDPR relate to ResLife Portal?
A: Learn More
Q: Does ResLife Portal have a Data Protection Plan (DDP)?
A: Yes. Learn more.
Q: Who are Member Organization (customers) of ResLife Portal?
A: Our Members
Q: Is ResLife Portal customizable?
A: ResLife Portal is a turn-key solution. Some capabilities of the ResLife Portal system are configurable, which can be used to adapt how the system operates for your organization. If you are interested in a customized solution, please contact us to discuss a customized solution for your institution.
Q: What is the difference between Configurable versus Customizable?
A: ResLife Portal is a modular, configurable turn-key solution. There are configuration settings to control some aspects of the system. Unique customizations may require additional billing, please contact us to discuss.
Q: Can ResLife Portal provide a W-9 tax document?
A: Yes. Please contact us to request.
Q: Where is ResLife Portal located?
A: We are a family-owned and operated small business, and proudly located in San Diego, California USA. Garofalo Enterprises, Inc. dba ResLife Portal.
Q: Where is the ResLife Portal infrastructure located?
A: Our web infrastructure vendor is a US based company, LiquidWeb LLC, located in Michigan (with data centers in Michigan and Arizona). Please contact us if you have additional questions.
Q: What is the physical security for ResLife Portal?
A: ResLife Portal is hosted in the cloud through our web infrustructure vendor LiquidWeb LLC, , who provides physical security and environmental controls for the web servers and database servers.
Q: What is the Data Privacy for ResLife Portal?
A: ResLife Portal uses Member Organization's data to provide the service, in addition to providing benchmarking and trends through data anonymization.
Q: What is the Data Ownership for ResLife Portal?
A: Member Organization's data belongs to the Member Organization. ResLife Portal will not delete Member Organization's data without giving you reasonable time to export it, and it will never be sold.
Q: What is the Data Sovereignty for ResLife Portal?
A: ResLife Portal currently uses web infrustructure, including web servers and databases, located within the United States of America.
Q: Can ResLife Portal integrate with our other systems?
A: A "System Integration Services" fee may apply. If ResLife Portal does not currently integrate with your other systems, we are open to discussing. In an ideal world, systems can "speak" to each other through integration. Please have your point of contact with the other system vendor contact us.
Q: Are all databases for all clients located on the same server? Are there separate logins utilized for access to each from the system to the database for each tenant?
A: No. Databases for clients are located on different web servers, using our web infrastructure partner's Infrastructure-as-a-service (IaaS) spanning many physical and virtual servers. Separate authentications are created for each database.
Q: What is the web infrastruction for the ResLife Portal software-as-a-service (SaaS) system?
A: ResLife Portal is cloud-hosted through our web infrastructure partner, LiquidWeb LLC, infrastructure-as-a-service (IaaS) spanning many physical and virtual servers that provide both web and database services, including managed load balancers, firewalls, 50 GB SSD Storage, 1TB Bandwidth, & built-in autoscaling. The default data center is located in Phoenix, Arizona USA
Q: What environmental controls are in place to ensure that the system and data are protected?
A: Medium voltage distribution; Four 10 megawatt feeds available; Diverse paths from substation; N+1 Cummins backup generator; 2N power available; Critical load on S&C PureWave® UPS systems; 200+ watts per sq. ft power densities. Description noted as of 4-Oct-2019; provided through our web infrastructure partner: Liquid Web LLC.
Q: What physical security controls are in place to ensure the system and data are proected?
A: 24/7/365 Manned Facilities; Multiple closed circuit TV security cameras, covering all entrances and datacenter space; Site entrance controlled by electronic perimeter access card system; Site remotely monitored by 3rd party security company. Description noted as of 4-Oct-2019; provided through our web infrastructure partner: Liquid Web LLC.
Q: What is the emergency reponse capability of the entity who will manage the system?
A: ResLife Portal Incident Response Plan (IRP).
Also, monitoring network performance and security (24/7/365). Description noted as of 4-Oct-2019; provided through our web infrastructure partner: Liquid Web LLC.
