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ONFIDO LTD

Document and Biometric Identity Verification

Verify customer identities using a library of award-winning document and biometric verifications, trusted data sources, and passive fraud signals.

Features

  • Document verification
  • Global coverage: 4600+ identity document versions for over 195 countries
  • Biometric Verification
  • Data verification
  • Fraud detection
  • Industry-leading pass rate
  • Accessible WCAG 2.1 AA compliant verifications flows
  • Proof of Address
  • Orchestrate verification journeys that combine all types of verifications

Benefits

  • Identity verification
  • KYC
  • Fraud prevention
  • Age Verification
  • Sanctions, adverse media and PEPs screening
  • Address verification
  • Fulfil Compliance regulations
  • Create trust at onboarding and beyond
  • Building, managing, and deploying identity verification journeys efficiently

Pricing

£0.43 to £2.12 a transaction

  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@entrust.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

1 6 8 7 8 5 1 8 0 6 6 0 8 4 5

Contact

ONFIDO LTD James Swann
Telephone: 07483 093551
Email: sales@entrust.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
We do not anticipate any service constraints.
System requirements
There are no specific system requirements

User support

Email or online ticketing support
Email or online ticketing
Support response times
- Normal (P2) Twenty four hours to acknowledge and respond to the notification.

- Urgent (P1) Five hours to acknowledge and respond to the notification.

- Critical (P0) Three hours to acknowledge and respond to the notification.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
No
Support levels
Normal (P2) A non-critical component of the Services is not performing as expected. The issue has no or limited impact on the Client’s business.
Urgent (P1) Some aspects of the Services are slow or intermittent in producing an expected response. The issue has a moderate or intermittent impact on the Client’s business.
Critical (P0) There is no response coming from the Services. Critical outage where the impact on the Client’s business is severe.
Support is included in the service provision.
Customer service or support personnel are responsible for resolving all questions, issues or critical tasks, independently or in partnership with our wider teams in product or engineering, depending upon the complexity and severity.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Our onboarding process involves the assignment of named resources and a series of workshops, cadence calls and ad hoc activities to promote an effective and timely integration.

At a high level, we usually:
-Run a Kick Off Call early in the process to establish scope, risks, resourcing and other important information to enable an effective integration.
-Organise both technical and non-technical workshops to discuss integration and rollout best practices.
-Engagement with in-life operational teams to determine how Onfido will be used day-to-day
-Testing approach support with customer QA teams
-Launch and rollout advice and guidance to ensure a successful rollout with end users

A sandbox environment will be provisioned for integration and testing, together with our public documentation https://developers.onfido.com/
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Upon termination of an agreement with a client or through an ad hoc request, Onfido provides the ability to delete all customer data via API and/or deletion request to the Onfido Product support team. In addition Onfido provides API and other mechanisms to retrieve image data (images of documents and video/pictures of users for Biometric anti impersonation), allowing clients to retrieve their data from the Onfido platform upon exit.
End-of-contract process
At the end of the contract there are three possible outcomes;
1) An auto-renewal clause for a further 12 months at the same agreed commitment/pricing is invoked unless 30 days or more notice is given prior to the end date of the contract that the customer does not wish to auto-renew
OR
2) A new 12 month contract is agreed upon and signed by both parties for a further 12/24/36 month duration.
OR (if their is no auto-renewal clause included at the request of either party)
3) the contract terminates between both parties. Onfido will switch off access to our services until a new agreement is reached.

Included in the price of the contract is the number of agreed upon checks for each service at the negotiated unit cost. access to our dedicated support team and an account manager.

Additional services such as implementation support, customer success managers and other professional services such as fraud or UX workshops are not included as standard and will incur additional fees

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Desktop and Mobile Web flows use the same Web SDK.
Mobile Native flows use iOS, Android, React Native, Flutter SDKs.
All flows support all verifications.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
The Onfido Dashboard is a web application that allows customers to retrieve results at the click of a button. If the result of a check requires further investigation, the dashboard shows check result details in granular details, with easy search and quick filtering options available. Result data can also be exported to Excel and PDF formats. Images of applicants ID documents and selfie/video pertaining to each check can also be viewed or downloaded manually where there is any requirement to do so. The Dashboard also includes performance analytics like Workflow Performance Monitoring and Workflow Duration Adherence.
Accessibility standards
None or don’t know
Description of accessibility
Although the service interface does not meet an accessibility standard,our external Web SDK for end users does meet WCAG 2.1 AA.
Accessibility testing
Manual accessibility checking was conducted by a team of disabled individuals using a range of adaptive technologies (hardware and software designed to facilitate the use of computers by people with disabilities). This may include:
• NVDA: a screen reader, and application used by those who are blind.
• ZoomText: a magnification application used by those with low vision.
• JAWS: a screen reader used by blind people to access pages.
• Dragon Naturally Speaking: voice-activated software used by those that do not use a conventional input device such as a keyboard or mouse.
• Switch Access: used by those with severe mobility impairments to input commands to a computer.
• Keyboard Only: some users with mobility impairments have difficulty making precise movements required by pointing devices such as a mouse; therefore, a keyboard is used as the exclusive input device.
• Readability: Manual checks were made to assess the suitability of a page for those with colour blindness and dyslexia.
• Deaf/Hard of hearing: Manual checks were made to assess the suitability of a page for those with hearing impairments.
• Learning difficulties: Manual checks were made to assess the suitability of a page for those with learning difficulties.
API
Yes
What users can and can't do using the API
The Onfido API is based on REST principles. It uses standard HTTP response codes and verbs, and token-based authentication.
Tokens are created and revoked in the Onfido Dashboard and are used to authenticate any API action described the public documentation https://documentation.onfido.com/, for example creating applicants, managing verification workflows and consuming verification reports.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
-- Verification workflows can be customised. Workflows are dynamic end-user verification journeys based on the rules defined using a drag and drop application. Workflows can be created and implemented in minutes, integrating directly with SDKs to determine the required user flow. Workflows allow to define required end-user actions, which verifications are triggered as well as logic and conditions to create fully customized verification flows. Workflows contain a number of configuration options, including adding custom inputs and retry logic for when an end user fails on the first verification attempt.

-- Users can customise Workflows using the Workflow Builder, a drag and drop interface for creating and managing workflows, available directly through the Onfido Dashboard. It's a no-code, drag and drop interface that allows to build, maintain and update workflows seamlessly without the need for developer involvement.
-- Only users with specific access rights can customise the workflows, whereas other users can only view the workflows.

Scaling

Independence of resources
Onfido's infrastructure is designed such that it can scale with demand. The infrastructure of the platform utilises microservices to carry out tasks and the mircroservices are controlled&deployed by Docker and kubernetes technology. This allows Onfido to autoscale the entire platform or a particular service inside the platform. We automate both scale-out (increased need for capacity) and scale-in (when we're over capacity, we reduce provisioned applications); usage of AWS enables this capability. Both of these are triggered by close automated monitoring of the the entire platform's SLA's.
Onfido's application services are designed to be stateless to maximise use of automated scaling.

Analytics

Service usage metrics
Yes
Metrics types
Yes, Onfido offers analytics through our Dashboard, and we can provide reports on a predetermined basis. The types of metrics available include workflow analytics, which give insights into the number of customers who have been approved or rejected, and at what stage they exited the user journey. Additionally, we offer detailed reports that describe the performance of each report conducted. These reports can aid in understanding trends and making data-driven decisions.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • European Economic Area (EEA)
  • Other locations
User control over data storage and processing locations
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach
Data at Rest is AES256 encrypted
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Data can be exported at any time through the Onfido REST API endpoints and the Onfido Dashboard (web-based application).
The API allows to export metadata in json and pdf format, as well as retrieve original media that was uploaded.
Results data can be exported from the Dashboard to csv and pdf formats, as well as downloading the original media.
Data export formats
  • CSV
  • Other
Other data export formats
  • Pdf
  • Jpg
  • Json
  • Png
  • Mp4
Data import formats
Other
Other data import formats
  • Json
  • Jpg
  • Png
  • Pdf

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Uptime (measured monthly): 99.5%
Approach to resilience
Onfido has a Business Continuity Plan (BCP) that covers both technology services and business processes. Onfido's technology services are hosted in Amazon Web Services (AWS) and are subject to AWS's Resilience program. The AWS Resilience program encompasses processes and procedures which AWS uses to identify and recover from a major event or incident. The AWS Reliance program incorporates elements of business continuity and disaster recovery plans and expands this to consider critical elements of proactive risk mitigation strategies such as engineering physically separate Availability Zones and continuous infrastructure capacity planning.
Outage reporting
Public dashboard and email alerts

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
Other user authentication
MFA
Access restrictions in management interfaces and support channels
Onfido operates on the least privilege principle.
Every employee only gets access to a system they need to according to their role in the company and project at the given time. All our systems and applications are either authenticating against our primary Active Directory (which provides the respective roles) or have a built-in Role and Permission system which syncs the identities from our Active Directory.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
Description of management access authentication
MFA

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
ControlCase Infosec
ISO/IEC 27001 accreditation date
12/09/2023
What the ISO/IEC 27001 doesn’t cover
A.14.2.7 Outsourced development
A.11.1.6 Delivery and loading areas controls
are maked as not applicable/out of scope
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
No
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
Soc 2 Type II

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
SOC 2 Type II
Information security policies and processes
The Information Security Policy forms the Information Security Framework (ISF) as the basis for a sound
Information Security Management System (ISMS) and is based on internationally-accepted
security standards (i.e. ISO27001 and SOC2). In addition, the following
supplementary policies also elaborate on specific Information Security requirements:
-External Party Management Policy
-Software Development Lifecycle Policy
-Secure Coding Policy
-Security Incident Management Policy
-IT Infrastructure and Network PolicyInformation Classification and Handling Policy
-Risk Management Policy
-Privacy Policy
-Responsible Security Bug Disclosure Policy

-The CTO is ultimately responsible for security.
-The Head of Security is the owner of the Information Security Policy.
-The Security team oversees the implementation and management of security controls.
-The VP Tech Risk & Compliance is responsible for the implementation and management of the ISMS, including reporting upon its effectiveness.
-Information Asset/Risk Owners are responsible for identifying and classifying their information and addressing risks.
-Team leads at all levels are directly responsible for complying with our Information Security controls and ensuring adherence by their staff.
-All staff including temporary workers, contractors, and where appropriate, 3rd parties are responsible for complying with our Information Security policies.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Changes to the Onfido Platform include features, bug fixes, and internal developments and refactoring. All of these follow a similar change process consistent with industry best practice and focussing heavily on quality assurance and testing, including an automated regression test suite.
Change management includes operational controls to ensure requirements relating to security, confidentiality, and availability are integrated into the Software Development Life Cycle and operational processes, ensuring that system changes can be conducted in a repeatable and effective manner.
Additional Change Management Considerations comprise:
- Rollback
- Infrastructure Changes
- Availability
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Onfido performs penetration testing twice a year. All code deployments are scanned for vulnerable dependencies using automated vulnerability scanning tools. Onfido deploys patches following a risk-based approach. The following schedule summarizes remediation for each vulnerability level:
-Critical/High Risk Vulnerabilities - resolved within 3 hours of reporting
-Medium Risk Vulnerabilities - resolved within 4 weeks of reporting
-Low Risk Vulnerabilities - resolved within 12 months of reporting

Lower risk issues are addressed by the Security team according to the risk profile. Onfido utilises a number of systems which subscribe to threat intelligence feeds such as AWS GuardDuty and others.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Infrastructure, operating system, and application logs are utilised for capacity and performance monitoring, basic security monitoring, and application support. AWS GuardDuty threat detection also performs security event monitoring at the infrastructure layer and alerts the Security and DevOps teams for response as appropriate.
AWS CloudWatch monitors AWS activity and security settings and produces alerts to the Security Team for deviations from configured CIS Benchmarks. AWS Inspector performs security assessments on a regular basis to help Onfido assess for unintended network accessibility, vulnerabilities, and deviations from best practices of our AWS instances, in order for the Security team to remediate them.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Onfido provides 24/7 support for critical issues encompassing both Security Incidents and Platform Outages.
The Information Security Incident Management Policy covers all stages of the incident response lifecycle to aid resolution and provide escalation paths based on incident severity, including roles and responsibilities. All data breaches are notified without undue delay in accordance with GDPR.
Platform outages are defined as Critical outages(P0) where the impact on the Client’s business is severe. Regular updates are provided by Onfido until the issue is resolved.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity

Fighting climate change

Onfido was founded on the belief that financial services, amongst others, should be easily accessible for anyone, wherever they may be globally,
By digitising, manual processes and enabling the verification or identity remotely we believe we are reducing unnecessary travel for both customers and businesses.

Covid-19 recovery

By enabling remote digital identity verification, Onfido prevents the necessity to travel to branches and physical locations, reducing unnecessary transmission of the virus or exposure to it

Tackling economic inequality

Onfido's founders started the company with the belief that no-one should be prevented access to core services based on their personal situation, whether that be geographic or otherwise.
Onfido's service enables those to access banking and financial services that previously would have been unable to due.

Equal opportunity

Onfido is an Equal Opportunities employer. In addition we are market leaders in anti-bias based ID verification.

Pricing

Price
£0.43 to £2.12 a transaction
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
There are varied free trial options available, the most suitable of which depending on the clients testing requirements e.g. technical integration, performance etc. and includes bulk uploading, SDK/API integrations and sandbox access

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@entrust.com. Tell them what format you need. It will help if you say what assistive technology you use.