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FAQs

Got a question or query? Browse our list of frequently asked questions here for the answer you need.

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General Questions

How Do I Cancel A Package If I Change My Mind?

All our packages come with the statutory 14 days cooling off period. After that we may be only able to return part of your annual payment based on when you ordered and when you cancel. Cancellations requested should be sent to cancellations@decyber.co.uk

How Do I Get General Help With My Packages?

Our automated line will be able to direct you to the correct departments to deal with any queries you may have please dial 0333 939 8454 or alternatively email us at info@decyber.co.uk

Cyber Insurance Questions

What type of Insurance is this?

This policy will protect your business from cyber-attack and any liabilities that arise due to a breach of privacy legislation, including but not limited to the Data Protection Act and the General Data Protection Act (GDPR). Cover is also provided for Media Liability and Payment Card Industry Fines and Penalties. For a full list of what is insured and what is not, please view the IPID here. [LINK]

What are my obligations for cover?

There are certain minimum network hygiene requirements which you must meet as follows: • You must run and maintain a commercial grade (not Home Edition) anti-virus and firewall solution. • You must backup all critical data at least every 7 days. • You must password or biometrically protect all portable media, including smartphones and memory sticks. • If you process Payment Card Information, you must be fully PCI DSS compliant. If you do not meet these requirements then you will be unable to obtain insurance coverage.

What should I do if I do not meet the minimum network hygiene requirements?

All of our insurance policies come with 10 FREE end point licenses and up to 100GB of backup storage with Avast Business Antivirus Pro Plus, which includes commercial grade anti-virus, firewall and backup to help protect your business. If you process PCI information, find out more about how to apply for PCI DSS Compliance via https://www.pcicomplianceguide.org/faq/

What should I do in the event of a loss?

In the event of a suspected loss or claim you must contact the 24/7/365 helpline number below: Notification of claims: Crawford and Company Emergency Telephone Number: 0800 376 6216 Please note that: • You must not admit any liability or enter into any settlements without our prior written consent. • You must co-operate with us, and any counsel that we may appoint.

Where am I covered?

In order to purchase a policy, your business will need to be located in the UK. Your policy will respond to losses anywhere in the world and will also defend you (if necessary) anywhere that an action is taken against you, including the United States and its dependent territories.

When does the cover start and end?

Your period of insurance is given in the policy document and is usually (but not always) of 12 months duration.

When and how do I pay?

You will be obligated to pay for the insurance at point of purchase. This will happen prior to inception.

How do I cancel the contract?

You can cancel this insurance at any time by contacting DeCyber info@decyber.co.uk. After the fourteen (14) day cooling off period, provided you have not made a claim, you will be entitled to a refund of any premium paid, subject to a deduction for any time for which you have been covered and the administrative cost of providing the insurance.

KYND Questions

How does KYND work?

KYND helps to monitor the level of IT risk using a businesses’ website domain. KYND makes cyber risks simple to understand and easy to prevent.

I’ve forgotten my log in details – what do I do?

Please go to KYND’s log in page and you’ll find a handy link called “Forgotten your password”. Click this and follow the simple steps to retrieve and set up a new password for your KYND account. Handy hint - If you’ve forgotten your username/email address – it will be your company email address i.e. mrsample@mycompany.co.uk. Currently you cannot set up a KYND account with a personal email e.g. Outlook, Gmail etc. for security reasons.

How do I update my profile on KYND?

Currently all KYND needs to be able to run is your email address, and this needs to be validated against your company domains i.e. mrsample@example.com and www.example.com to ensure they match.

I can’t verify my KYND account or I haven’t received the email – what do I do?

Have you checked your spam or junk file? Very occasionally these types of email can find their way to one of these files in your mail. Check your trash too just in case, but if you still can’t find it then please email help@kynd.io and it will be sorted for you. No problem!

Can I add multiple company users to KYND's reporting?

No. Not presently unfortunately. But KYND's tech team are hard at work on this for you.

What do the Red High Risks mean?

It is very normal to see High Risk items when you run the report for the first time - but that doesn't mean they should be ignored. These are risks known to KYND (and everyone else) and the “bad guys” could ultimately use these to stop your business from trading. There are many different types of threats within this category and KYND are on hand to help.

What do the Amber Medium Risks mean?

These aren’t as important as the Reds – but they certainly need your attention. Think of these as an unlocked back door at your home. You may want to keep it unlocked so the neighbour can pop in. But on the other hand, you also may want it locked to keep the bad guys away, and you weren’t aware the door was open. KYND has knocked on the door - and are now letting you know so you can decide.

What do the Green Low Risks mean?

This bucket of risks shows you the domains and services that you are using where KYND has found no current issues. Though, that’s not to say these may not change in the near future. From time to time software, services and anything on the internet will need to be updated for security issues. You may have heard of these as security “Patches” or “Updates”. These are important to keep the “badies” at bay and keep your business trading safely, and with new cyber risks coming to the forefront each day – there’s a real reason why you get those frequent updates.

What do you mean by Your Domains?

KYND has searched the Internet to find things that are associated with your Internet addresses i.e. www.example.com. KYND will even find where employees have used their individual company email address e.g. John.Doe@example.com to register their own personal websites.

What does Your Service Map actually show me?

Examples of your services could be - overseas software suppliers or servers based in locations anywhere in the globe. Many of us are used to storing our pictures and documents in the cloud, somewhere up in the sky beyond the stratosphere. But the physical information has to be stored somewhere and not necessarily your home country.

How do I contact KYND?

The best and fastest way to contact KYND support is via the chat portal. This is available either via www.kynd.io or via the webapp on app.kynd.io. Opening hours are 9.30am to 5.30pm Monday to Friday.

WardWiz Questions

What is WardWiz?

Wardwiz Essential is a secure software anti-virus software package suitable for all PCs. It has the essential tools and features to ensure your online usage is protected and allows your devices to run smoothly.

What are the system requirements I need to install WardWiz?

[TABLE TO BE INSERTED]

How do I install WardWiz?

1. Go to http://www.wardwiz.in/login 2. Login with your credentials found in your welcome email once you have subscribed 3. Download the installation file 4. Run the downloaded file to start the installation process 5. Follow the instructions on your screen 6. Complete the installation 7. You are ready to use WardWiz

How do I uninstall WardWiz

If you would like to uninstall WardWiz, please follow below steps:- Click Start->All Programs->WardWiz Antivirus->Uninstall WardWiz. OR Go to control panel. Click on “Remove/Uninstall” option. WardWiz Uninstaller will prompt for quarantine backup. If you would like to reinstall WardWiz after some time then you can recover those files by installing a newer or the same version of WardWiz. Otherwise proceed by selecting Yes. Uninstaller will prompt you to restart your system for changes to take effect. While uninstalling, if any WardWiz application is running, Uninstallation process will prompt you to close particular process.

How do I contact WardWiz?

The quickest way for WardWiz to help you with your query is online. Please visit www.wardwiz.co.uk to access the online chat facility where one of the team will be able to help. Support hours are Monday-Friday 8.00am to 7.00pm.

OwlDetect Questions

How does OwlDetect work?

OwlDetect scans unsecure and illegal websites (both on the ‘dark web’ and the open internet) to look for information being traded or exposed online. This information is known as ‘compromised data’ and OwlDetect keeps a record of any such information found in a database. When you enter your club or personal information that you'd like OwlDetect to monitor, the registered information is compared against compromised data that has been collected from unsecure and illegal websites for a period of more than 6 years. OwlDetect will alert you if a match is found and provide suggested next steps to take to help to protect your club or personal information going forwards. The monitoring service is provided to CPP Assistance Services Limited (the company behind OwlDetect) by its supplier CSIdentity Corporation, a Delaware corporation and a part of Experian, who use a combination of automated scanning techniques and also have a team based in the UK who look for any information posted for sale on dark net forums.

What data does OwlDetect monitor?

For your organisation, an OwlDetect subscription monitors up to: 10 debit or credit card numbers 10 bank account details 10 email addresses 10 phone numbers And in addition, colleagues of your organisation can each have the following personal data monitored: 5 debit or credit card numbers 5 bank account details 5 email addresses 5 phone numbers 1 UK passport 1 National Insurance number 1 UK driving license number

Who is the company behind OwlDetect?

OwlDetect is a product from CPP Group, a group of companies with over 30 years of experience in providing assistance products that help people protect the things that are most important to them. OwlDetect is brought to you by CPP Assistance Services Limited, a member of the CPP Group. Operating in 13 countries, the CPP Group’s services range from protection of personal items such as credit cards, keys and phones to identity protection, legal protection and automotive assistance. CPP Assistance Services Limited’s technical partner for OwlDetect is CSIdentity Corporation (a part of Experian) – CSID is a leading provider of global enterprise level identity protection, and fraud detection solutions and technologies.

If my club is based outside the UK can I purchase the product?

It is currently not possible to purchase an OwlDetect subscription if your club is based outside of the UK. This may change in the future.

Is OwlDetect an App I can Download?

No, OwlDetect uses a website that you can connect to using any device that allows internet access, including mobile phones, tablets and desktop PCs. Your device will need to have a modern internet browser such as Google Chrome or any other HTML 5 browser.

What technical requirements does my PC/laptop have to fulfil (e.g. operating system, browser)?

OwlDetect supports current versions of Internet Explorer/Edge, Chrome, Firefox and Safari as well as other HTML 5 browsers on Windows, OS X / MacOS and Linux. It is recommended that you keep your browser updated to the latest version for the best experience and security.

What technical requirements does my Tablet or Smartphone have to fulfil (e.g. IOS, Android)?

OwlDetect supports current versions of Internet Explorer, Chrome and Safari as well as other HTML 5 browsers on Android, iOS and Windows Phone. It is recommend that you keep your browser updated to the latest version for the best experience and security.

How safe is my club and personal data that I provide to OwlDetect?

The information you provide to OwlDetect is stored securely using industry standard security and encryption methods. Your monitored data is not shared with anyone other than CPP Assistance Services Limited’s supplier CSID (a part of Experian) for the purposes of monitoring. The information you provide to OwlDetect for monitoring is transferred securely in an encrypted format to be stored on CSID’s UK based servers. CSID are a leading provider of global identity protection and fraud detection solutions and provide the data monitoring feature for OwlDetect. CSID use the latest generation firewalls, intrusion detection/prevention systems, encryption, and advanced security systems and software to protect your data.

How does OwlDetect protect my data from hacker attacks?

All interaction with the OwlDetect website is carried over a secure connection. Your account passwords are ‘hashed’ which means that they cannot be viewed even if a hacker gained access to CPP Assistance Services Limited’s user database. CPP Assistance Services Limited performs regular security penetration tests, using external security specialists to ensure that the service provides strong protection against hacker attacks. The information that you provide to OwlDetect for monitoring is stored securely in an external monitoring service provided by CSID. Both OwlDetect and CSID use the latest generation firewalls, intrusion detection/prevention systems, encryption, and advanced security systems with software to detect and prevent intrusions into this protected service.

How do I contact OwlDetect?

Users can contact OwlDetect by email at enquiries@owldetect.com or by calling on 0333 207 4060 (opening hours Mon-Fri 8am-6pm and Sat 9-1pm). Calls will be charged, and details of our call charges are available on the OwlDetect website.

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