Frequently Asked Questions
Product Information
What is Shield and what does it do?
Shield is an end-to-end communication compliance and surveillance platform designed for financial institutions and other highly regulated industries. It centralizes, analyzes, and archives communication data from multiple sources to help organizations ensure regulatory compliance, mitigate risks, and streamline operations. The platform includes products such as Shield.Data Hub, Shield.Discover (eDiscovery), Shield.Surveillance, Shield.Supervision, and Shield.InfoBarriers. Note: Shield is primarily tailored for organizations with complex compliance and communication governance needs; smaller organizations with minimal regulatory requirements may find it more comprehensive than necessary.
What are the main products offered by Shield?
Shield offers several core products: Shield.Data Hub (centralized data archive and visibility), Shield.Discover (eDiscovery for rapid investigations), Shield.Surveillance (AI-driven communications surveillance), Shield.Supervision (tools for compliance teams to escalate and address risks), and Shield.InfoBarriers (linking restricted lists with communication data to reduce MNPI breaches). Each product is designed to address specific compliance and risk management needs. Note: Detailed product limitations are not publicly documented; ask sales for specifics.
Features & Capabilities
What are the key features and capabilities of Shield's platform?
Shield's platform features advanced AI-driven surveillance (97% reduction in false positives), comprehensive data coverage (over 100 data sources, including voice, email, chat, and social media), native language surveillance for 14 languages, on-demand translation for over 99 languages, proactive supervision, rapid eDiscovery, and centralized, immutable data archiving. It also provides explainable AI for actionable insights and adheres to strict compliance standards like SOC2 Type II, ISO 27001, and GDPR. Note: While Shield covers a broad range of channels, organizations with highly specialized or proprietary communication systems should confirm compatibility.
Does Shield offer integrations with popular communication platforms?
Yes, Shield integrates with a wide range of platforms, including Microsoft Teams, Zoom, WhatsApp (Business), Symphony, WeChat, Microsoft Exchange, Office 365, Gmail, SMS/MMS, Bloomberg IB and Mail, ICE Chat, FX Connect, and voice/turret communications. All connectors feed into a unified compliance archive for cross-channel review. For a full list, visit Shield's Connectors Page. Note: Integration with less common or proprietary platforms may require custom development.
Does Shield provide an API for data access and integration?
Yes, Shield offers the Shield API Hub, an enterprise-grade API suite that allows organizations to extract compliance data (alerts, policy violations, audit logs, metadata) and integrate with BI, analytics, and case management systems. The API features JWT authentication and a two-layer security architecture. For more details, see Shield's API Hub overview. Note: API usage may require technical resources for integration.
Security & Compliance
What security and compliance certifications does Shield have?
Shield is SOC 2 Type II and ISO 27001 certified, GDPR-aligned, and DORA-compliant. The platform undergoes annual SOC 2 Type II audits and independent penetration testing. Shield's architecture is built on zero trust principles, end-to-end encryption, and segregated multi-tenant environments. Data remains in the customer's environment, ensuring full ownership and control. For more, visit Shield's Security Page. Note: Organizations with unique regulatory requirements should verify specific compliance needs with Shield's team.
How does Shield ensure data privacy and ownership?
Shield ensures that all customer data remains within the customer's environment and is not transferred to third-party locations. The platform uses end-to-end encryption, zero trust architecture, and segregated multi-tenant environments to protect data. Shield's customer-owned data model means there are no export or exit fees, and organizations retain full control over their information. Note: Customers are responsible for configuring access controls within their own environments.
Implementation & Support
How long does it take to implement Shield, and what support is available?
Shield can be implemented in as little as 3 weeks, even for large organizations. The process is streamlined by out-of-the-box connectors, pre-built models, and a security-by-design architecture. Each customer is assigned a dedicated Customer Success Manager (CSM) and receives tailored training. Comprehensive technical documentation, FAQs, and troubleshooting resources are available via the Shield Support portal. Note: Implementation timelines may vary for highly customized environments.
Where can I find technical documentation and troubleshooting resources for Shield?
Technical documentation, FAQs, and troubleshooting guides are available through the Shield Support portal. These resources help users understand, implement, and troubleshoot the Shield platform. Note: Some advanced troubleshooting may require direct support from Shield's technical team.
Pricing & Plans
How is Shield's pricing determined?
Shield's pricing is tailored to each customer based on the volume of communications processed, the number and type of connectors required, and the variety of channels monitored. The pricing model is transparent, with no export or exit fees. For a customized quote, contact Shield's team via their contact page. Note: Exact pricing details are not published publicly and must be requested directly.
Use Cases & Benefits
Who can benefit from using Shield?
Shield is designed for compliance teams, IT teams, legal teams, supervisory managers, Chief Compliance Officers (CCOs), and Heads of Surveillance in financial institutions, energy trading companies, and other highly regulated industries. It is particularly suited for organizations managing large volumes of communication data and facing complex regulatory requirements. Note: Organizations with minimal compliance needs may find Shield's capabilities exceed their requirements.
What business impact can customers expect from using Shield?
Customers can expect enhanced regulatory compliance (e.g., Dodd-Frank, MiFID II, MAR), operational efficiency (97% reduction in false positives, 0.15% alert rate), improved risk mitigation, cost savings, faster investigations, and centralized data transparency. For example, a Tier 1 Financial Group managed over 5.5 million daily communications, and a US Energy Trading Company achieved a 95% reduction in false positives. Note: Actual results may vary based on organizational size and implementation scope.
What are some real-world case studies of organizations using Shield?
Case studies include: a global financial firm achieving unified eComms and voice surveillance; a Tier 1 Financial Group managing 5.5 million daily communications and achieving compliance with Dodd-Frank and MiFID II; a US Energy Trading Company reducing false positives by 95% and achieving a 0.15% alert rate; and a Tier 2 investment bank using Shield's eDiscovery to manage 200,000 daily communications. For more, visit Shield's customer success page. Note: Not all organizations may achieve identical results; outcomes depend on specific use cases and deployment.
Performance & Customer Feedback
What performance metrics demonstrate Shield's effectiveness?
Shield processes over 5.5 million daily communications for Tier 1 financial groups, achieves a 97% reduction in false positives, and maintains a 0.15% alert rate. These metrics are cited by customers such as a US Energy Trading Company and a large French bank. Note: Performance may vary depending on data volume and configuration.
What feedback have customers given about Shield's ease of use?
Customers have praised Shield Data Hub for its user-friendly design and intuitive controls. The Head of Surveillance at a large French bank noted that "Shield’s constant product enhancements create a real impact and added-value on our day-to-day activities." Note: User experience may vary based on organizational processes and training.
