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Last updated by the developer on: October 28, 2026
General information
Information provided by RFA Next-Gen Inc to Microsoft:
| Information | Response |
|---|---|
| App name | RFA Support |
| ID | WA200012840 |
| Office 365 clients supported | Microsoft Teams |
| Partner company name | RFA Next-Gen Inc |
| Company's website | https://www.rfa.com |
| App's Terms of Use | https://www.rfa.com/rfa-support/terms |
| Core functionality of the app | RFA Support is a Microsoft Teams bot that lets users open and manage IT support tickets without leaving Teams. A user messages the bot directly or @mentions it in a channel, and the conversation becomes a ticket in RFA's service desk. Engineer replies post back into the same chat or thread, and users can ask for the status of open tickets. Available to organizations under an RFA managed-services agreement. |
| Company headquarter location | United States of America |
| App info page | |
| What is the hosting environment or service model used to run your app? | Saas |
| Which hosting cloud providers does the app use? | Aws |
| Is AI functionality part of the app's features or workflows? | Yes |
| Online Service interfaces | Azure Bot Service/Bot Framework Connector API (smba.trafficmanager.net): HTTPS webhook to /teams/bot/messages; outbound messages, replies, typing, adaptive cards. Entra ID OAuth 2.0 (login.microsoftonline.com): client credentials, device code. Microsoft Graph v1.0: Teams app/catalog/install, teams/channels/chats/groups/users/org, files, photos, invitations, cross-tenant policy, apps/SPs/roles. Graph beta: /teams/{id}/permissionGrants. Teams RSC: ChannelMessage.Read.Group, ChatMessage.Read.Chat. |
Questions
Questions or updates to any of the information you see here? Contact us!
How the app handles data
This information has been provided by RFA Next-Gen Inc about how this app collects and stores organizational data and the control that your organization will have over the data the app collects.
| Information | Response |
|---|---|
| Does the app or underlying infrastructure process any data relating to a Microsoft customer or their device? | Yes |
| What data is processed by your app? | We process Teams messages sent to the RFA Support bot, including direct chats and @mentioned/tracked support threads. Data includes message text, sender name/email/UPN, Entra/tenant and Teams IDs, timestamps, and attachments. Unrelated channel messages are briefly queued, then dropped. Support content/attachments may be sent to AWS Bedrock/Anthropic for classification, replies, and summaries. No mailbox, calendar, SharePoint, or device data is accessed. |
| Does the app support TLS 1.2 or higher? | Yes |
| Does the app or underlying infrastructure store any Microsoft customer data? | Yes |
| What data is stored in your databases? | We store support ticket records and conversation history: message text, sender name/email/UPN/Entra ID, tenant and Teams conversation/channel/message IDs, timestamps, status, assignment, priority, and engineer notes. Attachments are stored in Amazon S3 and linked to tickets. Teams activities may be queued briefly for classification; unrelated messages are discarded. Credentials/API keys are kept in a managed secrets store, not the application database. |
| If underlying infastructure processes or stores Microsoft customer data, where is this data geographically stored? | United States of America |
| Do you have an established data rentention and disposal process? | Yes |
| How long is data retained after account termination? | More than 90days |
| Do you have an established data access management process? | Yes |
| Do you transfer customer data or customer content to third parties or sub-processors? | Yes |
| Do you have data sharing agreements in place with any third party service you share Microsoft customer data with? | Yes |
Questions
Questions or updates to any of the information you see here? Contact us!
This information has been provided by RFA Support about the security practices this app employs.
| Information | Response |
|---|---|
| Do you perform annual penetration testing on the app? | Yes |
| Does the app have a documented disaster recovery plan, including a backup and restore strategy? | Yes |
| Does your environment use traditional anti-malware protection or application controls? | ApplicationControls |
| Do you have an established process for indentifying and risk ranking security vulnerabilities? | Yes |
| Do you have a policy that governs your service level agreement (SLA) for applying patches? | Yes |
| Do you carry out patch management activities according to your patching policy SLAs? | Yes |
| Does your enviroment have any unsupported operating systems or software? | No |
| Do you conduct quarterly vulnerability scanning on your app and the infastructure that supports it? | Yes |
| Do you have a firewall installed on your external network boundary? | Yes |
| Do you have an established change management process used to review and approve change requests before they are deployed to production? | Yes |
| Is an additional person reviewing and approving all code change requests submitted to production by the original developer? | Yes |
| Do secure coding practices take into account common vulnerability classes such as OWASP Top 10? | Yes |
| Multifactor Authentication (MFA) enabled for: | Credential, CodeRepositories, DNSManagement |
| Do you have an established process for provisioning, modification, and deletion of employee accounts? | Yes |
| Do you have Intrusion Detection and Prevention (IDPS) software deployed at the perimeter of the network boundary supporting your app? | N/A |
| Do you have event logging set up on all system components supporting your app? | Yes |
| Are all logs reviewed on a regular cadence by human or automated tooling to detect potential security events? | Yes |
| When a security event is detected are alerts automatically sent to an employee for triage? | Yes |
| Do you have a formal information security risk management process established? | Yes |
| Do you have a formal security incident response process documented and established? | Yes |
| Do you report app or service data breaches to supervisory authorities and individuals affected by the breach within 72 hours of detection? | Yes |
Questions
Questions or updates to any of the information you see here? Contact us!
This information has been provided by RFA Next-Gen Inc regarding the compliance standards their app requires and the certifications they have achieved.
| Information | Response |
|---|---|
| Does the app comply with the Health Insurance Portability and Accounting Act (HIPAA)? | N/A |
| Does the app comply with Health Information Trust Alliance, Common Security Framework (HITRUST CSF)? | N/A |
| Has the organization achieved a Service Organization Controls (SOC 1) Certification? | Yes |
| Most recent SOC1 certification date | 2026-07-15 |
| Has the organization achieved a Service Organization Controls (SOC 2) Certification? | No |
| Has the organization achieved a Service Organization Controls (SOC 3) Certification? | No |
| Do you carry out annual PCI DSS assessments against the app and its supporting environment? | N/A |
| Is the app International Organization for Standardization (ISO 27001) certified? | No |
| Does the app comply with International Organization for Standardization (ISO 27018)? | N/A |
| Does the app comply with International Organization for Standardization (ISO 27017)? | N/A |
| Does the app comply with International Organization for Standardization (ISO 27002)? | N/A |
| Is the app Federal Risk and Authorization Management Program (FedRAMP) compliant? | No |
| Does the app comply with Family Educational Rights and Privacy Act (FERPA)? | N/A |
| Does the app comply with Children's Online Privacy Protection Act (COPPA)? | N/A |
| Does the app comply with Sarbanes-Oxley Act (SOX)? | N/A |
| Does the app comply with NIST 800-171? | N/A |
| Has the app been Cloud Security Alliance (CSA Star) certified? | No |
Questions
Questions or updates to any of the information you see here? Contact us!
This information has been provided by RFA Next-Gen Inc about the privacy posture of their app.
| Information | Response |
|---|---|
| Do you have GDPR or other privacy or data protection requirements or obligations (such as CCPA)? | Yes |
| Does the app have an external-facing privacy notice that describes how it collects, uses, shares, and stores customer data? | Yes |
| Privacy Policy URL | https://www.rfa.com/rfa-support/privacy |
| Does the app perform automated decision making, including profiling that could have a legal effect or similar impact? | Yes |
| Are individuals provided an option to object to the processing? | No |
| Does the app process customer data for a secondary purpose not described in the privacy notice (i.e. marketing, analytics)? | No |
| Do you process special categories of sensitive data (i.e. racial or ethnic origin, political opinion, religious or philosophical beliefs, genetic or biometric data, health data) or categories of data subject to breach notification laws? | No |
| Does the app collect or process data from minors (i.e., individuals under the age of 16)? | No |
| Does the app have capabilities to delete an individual's personal data upon request? | Yes |
| Does the app have capabilities to restrict or limit the processing of an individual's personal data upon request? | No |
| Does the app provide individuals the ability to correct or update their personal data? | No |
| Are regular data security and privacy reviews performed (for example, Data Protection Impact Assessments or privacy risk assessments) to identify risks related to the processing of personal data for the app? | Yes |
Questions
Questions or updates to any of the information you see here? Contact us!
| Information | Response |
|---|---|
| Does your application integrate with Microsoft identity platform (Microsoft Entra ID) for single-sign on, API access, etc.? | Yes |
| Have you reviewed and complied with all applicable best practices outlined in the Microsoft identity platform integration checklist? | Yes |
| Does your app use the latest version of MSAL (Microsoft Authentication Library) or Microsoft Identity Web for authentication? | Yes |
| Does your app support Conditional Access policies? | No |
| Does your app support Continuous Access Evaluation (CAE) | N/A |
| Does your app store any credentials in code? | No |
| Apps and add-ins for Microsoft 365 might use additional Microsoft APIs outside of Microsoft Graph. Does your app or add-in use additional Microsoft APIs? | Yes |
Data access using Microsoft Graph
Graph Permission Permission Type Justification Microsoft Entra App ID Channel.ReadBasic.All application Resolves channel ids and display names so a ticket shows which channel the request came from and replies are posted back to the originating channel. 2b32964c-6a7a-4bf3-a0b8-6ab2d99b2cea ChannelMessage.Read.Group rsc Reads messages only in a team the app has been explicitly installed into, so a user can raise and continue a support request in a channel thread. Scoped to the consenting team. The app deliberately does not request the tenant-wide ChannelMessage.Read.All. 2b32964c-6a7a-4bf3-a0b8-6ab2d99b2cea Chat.Create application Creates a one-to-one chat with a user so the app can deliver a ticket update to someone who has not yet messaged the bot, for example when an engineer responds to a request that arrived by another channel. 2b32964c-6a7a-4bf3-a0b8-6ab2d99b2cea Chat.ReadWrite.All application Reads chat metadata and posts ticket updates and engineer replies into the chat the request came from, so the conversation stays in one place. 2b32964c-6a7a-4bf3-a0b8-6ab2d99b2cea ChatMember.ReadWrite.All application Lists chat participants to attribute messages, and adds the assigned RFA engineer to a support chat when a request needs a person rather than the bot. 2b32964c-6a7a-4bf3-a0b8-6ab2d99b2cea ChatMessage.Read.Chat rsc Reads messages only in a chat the app has been added to, so the conversation can become a support ticket. Scoped to the consenting chat. 2b32964c-6a7a-4bf3-a0b8-6ab2d99b2cea Files.Read.All application Downloads the files a user attaches to a support message (screenshots, logs, documents) so they are attached to the ticket. Only files referenced by a message sent to the app are fetched. 2b32964c-6a7a-4bf3-a0b8-6ab2d99b2cea Team.ReadBasic.All application Resolves the id and display name of a team the app is installed in, so tickets raised from a channel are attributed to the correct team and the onboarding flow can confirm the install target. 2b32964c-6a7a-4bf3-a0b8-6ab2d99b2cea TeamsAppInstallation.ReadWriteAndConsentForChat.All application The same install-and-consent step for group chats where a customer wants the support bot available. 2b32964c-6a7a-4bf3-a0b8-6ab2d99b2cea TeamsAppInstallation.ReadWriteAndConsentForTeam.All application Onboarding a customer installs the app into their selected teams and grants the app's resource-specific consent in one administrator-approved step. Without it, each team owner would have to install and consent manually, which is not workable across an MSP's client base. 2b32964c-6a7a-4bf3-a0b8-6ab2d99b2cea User.Read.All application When a user messages the bot, the app resolves the sender's Entra ID object id to a display name and email address so the support ticket records who reported the issue and RFA engineers can contact them outside Teams. No other profile data is read. 2b32964c-6a7a-4bf3-a0b8-6ab2d99b2cea
This application does not have Additional APIs.
Questions
Questions or updates to any of the information you see here? Contact us!