FAQ

_sidebar.md

@@ -1,6 +1,4 @@
 * [Overview](/)
 * Getting Started
     * [Try out CFT Sandbox](getting-started/try-out-sandbox)
-    * [Quick Start Guide](getting-started/sandbox-quick-start-guide)
-    * [Glossary](getting-started/glossary)
     * [FAQs](getting-started/faqs)

getting-started/faqs.md

@@ -2,100 +2,206 @@
 
 ## Business Users
 
-Design questions to influence purchasing decision
-
 ### About CFT
 
-1. What is Cloud File Transfer?
-**Cloud File Transfer \(CFT\)** is a centralized, light-weight, fully managed, API-driven service that allows agencies or businesses to transfer files easily, securely and efficiently at scale.
+**What is Cloud File Transfer (CFT)?**
+
+A centralised, fully managed file transfer service for the whole-of-government (WOG).
+
+This service is a part of the Singapore Government Tech Stack (SGTS) and is hosted on the Government Commercial Cloud (GCC).
+
+Core capabilities:
+
+- Compliant cross-zone file transfers according to IM8
+- Malware scanning with Content Disarm and Reconstruct (CDR)
+- File Encryption for data integrity and security
+- Application Programming Interface (API) access for web and mobile applications
+- Event-driven with file download notifications
+
+**What are the benefits of using CFT?**
+
+CFT can benefit agencies who need to:
+
+- Transfer large files across zones
+- Move files securely
+- Automatically scale based on their transfer needs
+- Customize workflows
+- Audit and monitor their file transfer activity
+- Accelerate digitization of government services
+
+**What is cross-zone file transfer?**
+
+The IM8 policy requires applications to be separated into internet and intranet zones. Transfering files from one zone to another is refered to as a cross-zone file transfer.
+
+**Will CFT be available for my use?**
+
+CFT is available for government agencies, their business partners, and vendors.
+
+**What are the different integration options?**
+
+CFT will support the following integration options:
+
+- CFT for Backend Systems - File transfers between systems.
+- CFT for Web and Mobile Applications - File transfers between end-user and system.
+
+**What type of encryption does CFT support?**
+
+CFT supports industry and IM8 compliant standards for: 
+
+- Encryption at rest:
+
+Data is encrypted at-rest on the commercial cloud hosting environment with Amazon Web Services (AWS) Simple Storage Service Server Side Encryption Key Management Service (S3 SSE-KMS) (IM8 8.3/S2)
+
+
+- Encryption in transit:
+
+HTTPS over Transport Layer Security version 1.2 (TLS 1.2) and above (IM8 3.1/S3)
+
+**What are the requirments to use CFT?**
+
+[Sign up for a CFT Production](https://form.gov.sg/#!/603cff5e399059001248f7d4/preview) and we will get back to you as soon as possible.
+
+**When will it be available?**
 
+CFT for Backend Systems will be Generally Available from end 2021.
 
-2. What are the benefits of using CFT?
+### Data Classification
 
-- Plug and play
+**What data classification does CFT support?**
 
-Start transferring files in minutes without the operational cost and overheads of building and maintaining a similar service. Developed by the same team that built the cross zones bridging in APEX, CFT lets you focus your project resources on user centric functionalities that matter most to citizens and businesses.
+CFT is hosted in GCC which can support up to Restricted.
 
-- Built-in scalability with no lock-in on your side
+### Project Information
 
-Eliminates the need to manage your own infrastructure or worry about over or under provisioning. CFT runs on planet-scale infrastructure. Whether it is zero to N transfers, or seasonal spikes, CFT scales automatically for you.  
+**How do I access CFT admin portal?**
 
-- Application Infrastructure Architecture Standard Compliant
+TechPass is required to log in to the CFT admin portal.
 
-Compliance is hard. Staying compliant is harder. CFT complies to IM8's AIAS policy and will ensure compliance with future policy updates.
+**How do I monitor resource utilization of my projects?**
 
-- Customized file transfers
+From the CFT admin portal.
 
-Policy templates allow you to define policies and customize your file transfers.
+**How many projects can I have?**
 
-- Data integrity
-Consistent and accessible data in real-time across multiple touchpoints. Secure file transfer mechanisms make sure that your files arrive intact from source to destination.
+Each subscription is entitled to one project.
 
-3. How does it work?
+**What are the limits for the file transfers?**
 
+An unlimited number of files and up to 1GB file size per transfer.
 
-4. Where is it hosted?
+**How long will the files be stored in CFT?**
 
+Fourteen days, after which the files will be purged.
 
-5. Is it compatible with web-based applications or mobile app?
+**What happens if the file contains malware?**
 
-6. When will it be available?
+- CFT for Backend Systems - File will be moved to dirty bucket , file status will be updated to ‘FileCopiedToDirtyBucket’ 
+- CFT for Web and Mobile Applications - TBC
 
+**I need more help. How do I contact you?**
 
-### Subscription/Billing
+Send us an email at [[email protected]]([email protected]) and we will respond to you as soon as possible.
 
+### Integration
 
-1. Pricing Information?
+**How do I integrate CFT with my application?**
 
-2. What are the package options you offer?
+- For CFT for Backend Systems, refer to [Integration guide](integration-guide-cft-for-backend-systems) and the API specs
+- For CFT for Web and Mobile Applications refer to [Integration guide](integration-guide-cft-for-web-and-mobile-applications)
 
-Customizable workflows.
+### Subscription
 
-3. Can I add-on or scale down my package options?
+**Where can I find the pricing information?**
 
-Yes you can add-on or scale down your package options at any time.
+Please contact [Support](mailto:[email protected]) for more information.
 
-4. Can I monitor the resource utilization of my projects?
+**How do I modify my subscription tier options?**
 
-Yes we have a self-service admin portal that allows you to view and manage the resource utilization of your projects.
+Please contact [Support](mailto:[email protected]) for more information.
 
-5. Can I download billing reports?
+**How do I download billing reports?**
 
-6. How do I terminate my subscription?
+Please contact [Support](mailto:[email protected]) for more information.
 
-7. I am interested in trying out CFT service, do you offer a trial?
+**I am interested in trying out CFT service, do you offer a trial?**
 
-   Yes we do. We offer a sandbox environment for you to try out our APIs and get a feel of the file transfer process.
+We offer a sandbox environment for you to try out our APIs and get a feel of the file transfer process.
 
-   Please follow the steps below to sign up:
+Please follow the steps below to sign up:
+1. Fill up the [onboarding form.](https://form.gov.sg/#!/60a4cca76179d60012cdacac/preview)
+2. We will send you an email with the sandbox credentials.
+3. Start testing with [OpenAPI specifications](https://docs.developer.gov.sg/docs/cft-rest-api-documentation/) or call the APIs from applications.
 
-- Fill up the [onboarding form.](https://form.gov.sg/#!/60a4cca76179d60012cdacac/preview)
-- We will send you an email with the sandbox credentials.
-- Start testing with [OpenAPI specifications](https://docs.developer.gov.sg/docs/cft-rest-api-documentation/) or call the APIs from applications.
+**If I am interested to subscribe, what are the next steps?**
+
+[Sign up for a CFT production](https://form.gov.sg/#!/603cff5e399059001248f7d4/preview) to start transferring files on your live applications.
+
+**How do I terminate my subscription?**
+
+Please contact [Support](mailto:[email protected]) for more information.
 
-8. Can't find what you are looking for? Email us at: 
 
 
 ## Customer Support
 
-Design questions to reduce support efforts for the CFT Support team
+### Onboarding Issues
+
+**I can't access CFT admin portal**
+
+You need to be a TechPass user to log in to CFT admin portal.
+If you do not have a TechPass account, click [here.](https://portal.stg.techpass.suite.gov.sg/public/home)
+
+**My system has connectivity issues to CFT services**
 
-### Admin Portal
+Ensure that you have submitted the Firewall openings. Check your agency Firewall logs and Content Delivery Network (CDN) (if any) for any blockage.
 
-1. I am unable to login to admin portal
+### Login Issues
 
-A TechPass account is required to access admin portal.
+**I am unable to login to CFT admin portal?**
 
-If you do not have a TechPass account, click [here.]\[insert link \]
+A TechPass account is required to access CFT admin portal. If you do not have a TechPass account, click [here.](https://portal.stg.techpass.suite.gov.sg/public/home)
 
 If you are a TechPass user, your account may have been disabled due to inactivity. You will need to enable it.
 
-2. My TechPass account is disabled, how do I enable it?
+**My TechPass account is disabled? How do I enable it?**
+
+Your Agency Manager will need to raise a Service Request in the [TechPass portal](https://portal.stg.techpass.suite.gov.sg/public/home) to enable your account.
+
+**How do I reset my TechPass password?**
+
+You can reset password in the [TechPass portal](https://portal.stg.techpass.suite.gov.sg/public/home).
+
+### Account Management Issues
+
+**I am unable to add/remove users in my project**
+
+You will need to have the Agency Manager role to add or remove users. Also, your users will need to have a TechPass account.
+
+**I can't amend the user roles in my project**
+
+You will need to have the Agency Manager role to amend user roles. Also, your users will need to have a TechPass account.
+
+### File Transfer Issues
+
+**I am not able to send files**
+
+Here are a couple of troubleshooting steps:
+
+- Check if workflow status is active on the portal.
+
+If you need any assistance, please take note of the x-cft-trace-id request header and contact [Support](mailto:[email protected])
+
+**I am not able to receive files**
+
+Here are a couple of troubleshooting steps:
+
+- Check if workflow status is active on the portal.
+
+If you need any assistance, please take note of the x-cft-trace-id request header and contact [Support](mailto:[email protected])
+
+**How will I be notified if my files fail to transfer?**
 
-Your Agency Manager will need to raise a Service Request in TechPass portal to enable your account.
+Please contact [Support](mailto:[email protected]) for more information.
 
-### General
 
-1. I am not able to send files
 
-2. I am not able to receive files