What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Can you answer a few questions to enable us to determine if we can promote JotForm for use at our university?

    Asked by pershinglum on January 05, 2016 at 07:23 PM

    I serve with our IT department in an area that vets applications to promote their use within Azusa Pacific University.  In order for us to evaluate your application, we are reviewing your website for answers to the questions we have, but there are some questions for which we have been unable to secure an answer.  We would appreciate your responding to these questions for us.

    1. What is the average up-time for your application?

    2. How often is the application updated?

    3. What measures are used to protect data (confidentiality and prevention of data loss) at the ASP's site?

    4. What is your process for reporting data breaches?

    5. What physical security policies do you enforce?

    6. Who in your organization may access data?

    7. Who can manage account creation and maintenance?

    8. What are password failed attempt and change policies?

    9. How often do you conduct internal and/or external security audits? Are these available for review?

    10. What level of transaction logging is available to us if necessary?

    11. If necessary, how can you supply security, traffic, and authentication logs?

    12. Please provide the hours of availability for support services for both administrators and end users.

    13. How and when do you notify customers that you are going to perform updates or have a planned outage?

    Thank you,

    Pershing Lum

    Sr. Project Manager, Information and Media Technology

    Azusa Pacific University

    JotForm promote use security
  • Profile Image
    JotForm Support

    Answered by Boris on January 06, 2016 at 12:56 AM

    We highly recommend creating a separate thread for each different question you have, in order to avoid confusion and so that we can provide the best answer to each of them. I will try to go over your current list of questions here, but in the future, please do open separate threads. Thank you.

    1. What is the average up-time for your application?

    You can see our up-time on our status website: http://jotformstatus.com/

    2. How often is the application updated?

    Our application is updated several times per day, as our company employs active development and publishes new features and bug patches as soon as they are tested.

    3. What measures are used to protect data (confidentiality and prevention of data loss) at the ASP's site?
    4. What is your process for reporting data breaches?
    5. What physical security policies do you enforce?
    9. How often do you conduct internal and/or external security audits? Are these available for review?

    - We have bug bounty programs where we pay outside parties for reporting vulnerabilities in our system.
    - Our servers are protected by private networks and constantly updated and patched.
    - Our system administrators have a collective 40+ years of industry experience.
    - Our development team is encouraged to follow best security practices.
    - All data transfer are made of 256-bit SSL secure connection.
    - Our servers are located on SSAE16 Audited facilities.

    6. Who in your organization may access data?

    All support staff, admins, developers and server ops can access customer data. However, we only do so to the extent necessary to provide support or fix an issue that you are reporting, such as in case you have issues with email not being delivered to some customers.

    All access to customer data is logged internally for our managers to overlook, and unauthorixed access to customer information is grounds for termination.

    7. Who can manage account creation and maintenance?

    Everybody needs to register at JotForm for their own account. However, if your main account is a paid account, you can allow other (free) account to have access to your forms and/or submissions by setting them up as your sub-users.

    8. What are password failed attempt and change policies?

    You are notified of any password changes made to your account. If there are too many failed login attempts made from an IP address, that IP gets suspended. I do not have the exact information on how many attempts exactly triggers this defense mechanism.

    10. What level of transaction logging is available to us if necessary?

    I am not sure what you mean by "transaction logging".

    11. If necessary, how can you supply security, traffic, and authentication logs?

    You can see your activity logs, such as all logins made to your account, directly from the History tab of your account page. Please take a look at the following screenshot for visual reference:

    12. Please provide the hours of availability for support services for both administrators and end users.

    We provide 24/7 support for all customers. I am not sure which distinction you meant by listing administrators and end users, but if you meant about support to people on paid and on free accounts, we provide support to all users all the same - regardless of the paid level.

    All users get a 24 hour available support, through our support forum (preferred), or through our email address at support@jotform.com

    13. How and when do you notify customers that you are going to perform updates or have a planned outage?

    When we have a planned outage, we notify our users in advance. However, we have not really had any planned outages. As provided above, you can see our outage times on our Status website.

    I hope this helps, and please let us know if you need further clarifications. If you have any other questions, please do open a new thread about it, and we will be happy to assist you.