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FAQ #7

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187 changes: 82 additions & 105 deletions getting-started/faqs.md
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### About CFT

**1. What is Cloud File Transfer (CFT)?**
**What is Cloud File Transfer (CFT)?**

A centralized, fully managed file transfer service for the whole of government (WOG). CFT is designed to help you send and receive large files securely across zones. The sender and receiver can be an application or an end-user. Use CFT to transfer files between your intranet and internet zones or exchange files with your business partners and vendors as well as other agencies.
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@BrianLiuJS BrianLiuJS Sep 1, 2021 •
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"A centralised... whole-of-government (WOG)." --- uk spelling for centralise and the correct way to type out WOG

A centralized, fully managed file transfer service for the whole of government (WOG).

CFT is a part of the SG Tech Stack (SGTS) and is hosted on the Government Commercial Cloud (GCC).
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@BrianLiuJS BrianLiuJS Sep 1, 2021 •
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"... Singapore Government Tech Stack (SGTS) ... "

"This service is part of the Singapore Government Tech Stack (SGTC) and is hosted on the Government Commercial Cloud."


**Key Features:**
Core capabilities:

**Compliant file transfers**
- Compliant cross-zone file transfers according to IM8
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@BrianLiuJS BrianLiuJS Sep 1, 2021 •
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the typical biz users/readers might not understand the term cross-zone expand this to illustrate what the diff zones are, can be a new Q too, what do you think?

e.g.
"What is cross-zone file transfer?"

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Sure. Thanks Brian. I will not change it here but put it as a new question; since the we have put it as a compact point here.

- 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

CFT complies with Instruction Manual (IM8) Application Infrastructure Architecture Standard (AIAS) policy guidelines.
**What are the benefits of using CFT?**

**Malware scanning and Content Disarm and Reconstruct (CDR)**
CFT can benefit agencies who require to:
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"... agencies who need to:"


Files are scanned for malware during transfer and malicious content is removed by the CDR functionality. Latest Antivirus (AV) updates are automatically applied to your files when they are being scanned.
- 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

**Large file transfers**
**Who are the end users?**
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maybe frame it as something like "Can my agency/business use CFT?" or "Will CFT be available for my use?"


Up to 1GB per transaction.
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for my own knowledge, has the upper limit been decided/finalised?

note to self: to ask about this and if we want to accept exceptions, and how do we price/support this

CFT is available for government agencies, their business partners, and vendors.

**Application Programming Interface (API) access for web and mobile applications**
**What are the different integration options?**

Your applications can communicate with CFT through its APIs enabling you to access CFT to send, scan and receive files.
CFT will be available for the following integration options:
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"CFT will support the following integration options:"


**Event-driven**
1. CFT for Backend Systems - For file transfers between systems.
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"Backend Systems - File transfers between systems."

pl retain bullet point formatting for consistency

2. CFT for Web and Mobile Applications - For file transfers between an end-user and a system.
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"Web and Mobile Applications - File transfers between end-user and system."

shortened, pl use this if its still correct aft removing "an" and "a"

pl retain bullet point formatting for consistency


Get notified when files are available for download either by setting up a webhook or by registering your email for updates.
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is this supposed to be displayed? dont see it in my md viewer.

if yes, the intent is to show the reader our added value that we will notify them whenever there are files available for download?

**What type of encryption does CFT support?**

**Audit logs**
CFT supports industry and IM8 compliant standards for: 

View the audit logs for all your file transfer actvity.
- Encryption at rest:......TBC


**CFT will be available in two options:**
- Encryption in transit:.......TBC
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for line 47 and 50, who are we pending for this info, when will we have it?


- CFT for Backend Systems

The Sender and Receiver are both systems.
(Files in CFT are encrypted in transit and at rest with industry-standard schemes like HTTPS and Amazon Web Services (AWS) Simple Storage Service Server Side Encryption Key Management Service (S3-SSE-KMS))
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is this supposed to appear as a boxed item?

my md viewer just outputs it as
"(Files in CFT are encrypted in transit and at rest with industry-standard schemes like HTTPS and Amazon Web Services (AWS) Simple Storage Service Server Side Encryption Key Management Service (S3-SSE-KMS))"


- CFT for Web and Mobile Applications
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still new to using github for reviewing docs

i'm a bit confused from this line onwards

some lines like this 1 are not shown inside the md viewer

most of the formatting seems off from hereon too, e.g. same justification for Q and A

i will stop here and clarify with you tomorrow

**What are the requirments to use CFT?**

The Sender is an end-user who uploads files to CFT; and the receiver is a system.
[Sign up for a CFT Production](https://form.gov.sg/#!/603cff5e399059001248f7d4/preview) and we will get back to you as soon as possible.

**2. What are the benefits of using CFT?**
**When will it be available?**

**Simple and automated file transfers -**
Experience time and cost savings. Just log in and transfer files within minutes without the operational cost and overheads of building and maintaining a similar service.
CFT for Backend Systems will be Generally Available in ......

**Data integrity and security -**
CFT's file encryption feature ensures your files are safe at all times - at rest and during transfer - and arrive intact from sender to receiver.
### Data Classification

**Scalable Software-as-a-Service (SaaS) -**
Increase or decrease the quantum of file transfers as per your requirement; CFT scales automatically in a highly secure manner.
**What data classification does CFT support?**

**User-defined policies and file transfer workflows -**
Use policy templates to customize your file transfers.
CFT is hosted in GCC which can support up to Restricted.

**Self-service Admin Portal**
### Project Information

- interactive dashboard to view performance metrics
- Administer and manage file transfers 
- Manage projects and users 
- Approve user requests
- Generate reports
**How do I access CFT admin portal?**

**3. Who are the end users?**
TechPass is required to log in to the CFT admin portal.

CFT has been designed for government agencies, their business partners, and vendors.
**How do I monitor resource utilization of my projects?**

**4. How do I use it?**
From the CFT admin portal.

Consider an example scenario:
**How many projects can I have?**

Agency A wants to transfer a file from the internet to its intranet.
Each subscription is entitled to one project.

|**AS A SENDER** |**AS A RECEIVER**
|--------------------------- |--------------------
|Step 1: Agency A will authenticate itself to CFT system |Step 1: Agency A will receive a notification that the file is available for download
|Step 2: Upload a file to CFT |Step 2: Agency A will authenticate itself to CFT system
| |Step 3: Download the file from CFT
**What are the limits for the file transfers?**

An unlimited number of files and up to 1GB file size per transfer.

**How long will the files be stored in CFT?**

![Display CFT](./images/CFT-for-backend-systems.png)
Fourteen days, after which the files will be purged.

<Fig 1 CFT for Backend Systems>
**What happens if the file contains malware?**

**5. What happens if the file contains malware?**
1. CFT for Backend Systems - File will be moved to dirty bucket , file status will be updated to ‘FileCopiedToDirtyBucket’ 
2. CFT for Web and Mobile Applications - TBC

The file will not be transferred and CFT will notify the sender.
**I need more help. How do I contact you?**

**6. What are the requirements to use CFT?**
Send us an email at [[email protected]]([email protected]) and we will respond to you as soon as possible.

- Sender system to send files over Hypertext Transfer Protocol Secure (HTTPS)
- Sender system to support Pretty Good Privacy (PGP) file encryption - Public key exchange
- Receiver system requires endpoint for webhook event
### Integration

**7. What type of encryption standards are supported?**
**How do I integrate CFT with my application?**

Files in CFT are encrypted in transit and at rest with industry-standard schemes like HTTPS and Amazon Web Services (AWS) Simple Storage Service Server Side Encryption Key Management Service (S3-SSE-KMS)
1. For CFT for Backend Systems, refer to [Integration guide](integration-guide-cft-for-backend-systems) and the API specs
2. For CFT for Web and Mobile Applications refer to [Integration guide](integration-guide-cft-for-web-and-mobile-apps)

Support for additional encryption schemes is on the roadmap.
### Subscription

**8. When will it be available?**
**Where can I find the pricing information?**

CFT for Backend Systems will be Generally Available in (October) 2021.
TBC

### Subscription
**How do I modify my subscription tier options?**

Contact [Support.](mailto:[email protected])

**How do I download billing reports?**

**1. I am interested in trying out CFT service, do you offer a trial?**
Refer to TechPay for further details.

**I am interested in trying out CFT service, do you offer a trial?**

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:

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.

**2. If I am interested to subscribe, what are the next steps?**
**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.

### Data Classification

**1. How is data hosted considering we have sensitive information?**
**How do I terminate my subscription?**

CFT is hosted in GCC (Restricted) and can transfer data with classifications up to Restricted.

We take care of compliance matters like AIAS so that you can focus on building your applications, systems, and APIs.

### Project Information

**1. How can I access CFT admin portal?**

Use your TechPass credentials to log in to the CFT admin portal.

**2. Need more help?**

If you need more assistance, please send us an email at [[email protected]]([email protected]).

### Integration

**1. How do I integrate CFT with my application?**

You can learn more about the v1 API and try it for yourself here: [CFT REST API documentation](https://docs.developer.gov.sg/docs/cft-rest-api-documentation/)

We have a sample project in the works (coming soon), watch this space!
Contact [Support.](mailto:[email protected])

## Customer Support

### Onboarding Issues

**1. I can't access CFT admin portal**
**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)

**2. My system has connectivity issues to CFT services**
**My system has connectivity issues to CFT services**

Have you submitted the Firewall openings? <Insert FW rules template here>

Check your agency Firewall logs and Content Delivery Network (CDN) (if any) for any blockage.
Ensure that you have submitted the Firewall openings. Check your agency Firewall logs and Content Delivery Network (CDN) (if any) for any blockage.

### Login Issues

**1. I am unable to login to CFT admin portal?**

A TechPass account is required to access CFT admin portal.
**I am unable to login to CFT admin portal?**

If you do not have a TechPass account, click [here.](https://portal.stg.techpass.suite.gov.sg/public/home)
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.

**3. How do I reset my TechPass password?**
**How do I reset my TechPass password?**

You can reset password in the [TechPass portal](https://portal.stg.techpass.suite.gov.sg/public/home) to enable your account.
You can reset password in the [TechPass portal](https://portal.stg.techpass.suite.gov.sg/public/home).

### Account Management Issues

**1. I am unable to add/remove users in my project**
**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.

**2. I can't amend the user roles in my project**
**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

**1. I am not able to send files**
**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 send us an email at [[email protected]]([email protected])

**2. I am not able to receive files**
**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 send us an email at [[email protected]]([email protected])

**3. Will I receive any notifications if my files fail to transfer?**
**How will I be notified if my files fail to transfer?**

WIP
TBC