FAQ

FAQs

Frequently Asked Questions

Have questions? We’ve answers. If you can’t find what we are looking for, feel free to get in touch.

What input and output formats do you support for security questionnaires?

We support natively all formats:
‍• Excel / spreadsheet, CSV, AppleNumbers
• Online Platforms (CyberGRX, OneTrust, Archer etc.)
• Word
• PDF
• Microsoft and Google Forms

Our AI-powered upload system automatically identifies each field (such as question, answer, macros, section, instructions columns, etc.). Our key differentiator is that our AI auto-label the document for you and always seamlessly exports it back in the original format. This took us 3 years of R&D and could be sold as a standalone product. We don’t break anything and export back the original documents your customers sent you.

Advanced online API integrations: Import any online questionnaires directly into Skypher thanks to Skypher’s powerful API integrations with 40+ TPRM platforms: (Zip, Persuit, Whistic, OneTrust, ServiceNow, KY3P (IHS Markit), VSAQ, Prevalent, Venminder, Archer, ZenGRC (Reciprocity), CyberGRX, Panorays, TrustArc, Upguard, SecurityScorecard, Process Unity, Trustee and others)

It offers you 3 main advantages:
‍
• Keep a record of every questionnaire for audit purposes instead of losing access to it once submitted
• Automate the work on Skypher simply like working on a normal spreadsheet + collaborate in real time with all your teams (assign, comment, etc.)
• Re-use answers for other questionnaires, both on the Skypher platform or online portals again, and update them whenever you want

We also provide a browser extension that can be used on any website to access answer security questions like in your mailbox for example.

Do you offer Enterprise support and SLAs? Is your support 24/7?

Yes.
With our premium support package, we offer 24/7 support specifically tailored for Enterprise customers. This comes with a dedicated account manager and technical support team member. For ease of communication we also setup a shared Slack or Teams channel where our team is always available for any requests. This also simplifies the communication of the customer’s feature's requests and bugs reporting.

We provide contractual SLA for technical support response time depending on the severity of the case/issue. The highest priority being a 10min acknowledgement of the issue and 1 hour response time. We also offer bi-weekly calls and prioritization of the customer’s feature requests along with access to our roadmap as part of our premium support offering.

Can I collaborate on the platform?

Collaboration is one of the significant factors in completing security questionnaires as no one can know everything. Therefore, our solution comes with natively built-in tools that facilitate broad communication and workflow in real time and connected to Slack or Teams.

In Skypher software, you can:
‍• Assign people who are responsible for particular questions or tasks
• Comment on questions to give some feedback and ask for help
• Have a notification on each step of responding to security questionnaires in the channel you prefer.

Do you use customer data to train your AI? How does your AI improve over time?

Skypher AI has two ways to improve its accuracy on a specific customer use-case:

• We periodically retrain our retrieval algorithm on anonymized customer feedback. Selecting / not selecting an answer gives feedback on our neural network algorithms. You can always opt out this process.
• Usage data is also stored at the user / organization level and used at the inference stage to better fit your organization and user behaviors. Especially, our alias system will ensure that if a piece of content is used to answer a specific question, it’ll be proposed again in priority if a similar question is asked in the future. This data isn’t used at all in the training of our algorithm and never leave your account. It is completely deleted if you delete your content / account.

Can you use live internal wikis/websites/sources to ingest knowledge based content?

Yes, you can integrate live websites and sources to ingest knowledge-based content, including connecting your own wiki or online internal knowledge base / Trust Center.

Our system continuously crawls and indexes internal wikis and documentation sites, keeping information current by recursively indexing interconnected web pages. The extracted information is vectorized in our database and leveraged to provide accurate answers. Automated synchronization ensures that any changes in your documentation/pages are detected and the vector database is updated, so responses are always based on the most up-to-date information.

Does Skypher offer SSO?

Skypher seamlessly integrates with all major Single Sign-On (SSO) protocols, including SAML, OAuth, and OpenID Connect, and Identity Providers such as Okta, Microsoft Entra ID, etc. to provide a secure and streamlined login experience.

Is there a way for me to assess the accuracy or confidence level of your responses?

We are the only security automation tool on the market immune to hallucinations, delivering over 96% accuracy thanks to our unique proprietary extractive AI technology. Additionally, we provide confidence and accuracy scores for each suggested response and source transparency, ensuring consistently high-quality results.

Can you list out the integrations your organization currently supports?

• CRM & Ticketing: We support ServiceNow, Salesforce, MS Dynamics and Jira, allowing you to use your existing software stack to track questionnaire progress, assign owners, set due dates, and manage tags in real time. You can visualize progress and access completed materials directly within these platforms
• Messaging/Communication: Bidirectional integration with Slack or Teams to facilitate team collaboration. You can create a Slack channel for questionnaires, attach and upload questionnaires directly from Slack (uploaded to Skypher automatically), and interact with the Skypher AI-powered bot for assistance based on your security content
• Cloud/Storage: Sync with Google Drive and Microsoft 365 to manage security and policy documents. Upload and export back questionnaires from these cloud storage services automatically, streamlining document management and workflow.

Frequently Asked Questions

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