Security & data protection
otwatch is designed to observe the OpenText platform without being able to change it. It collects technical status information with read-only accounts, never document content, and keeps each customer's data separate.
Principles
- Read-only: dedicated technical accounts with read-only permissions; otwatch has no write access to the OpenText systems (except optional, agreed remediation actions).
- Least privilege: each source gets its own account with only the rights it needs.
- No content: metrics, status information and log lines only, never documents or their content.
- Separation: one dedicated environment per customer; no shared databases between customers.
- Data location: on-premises in the customer's network, or in a dedicated environment in an EU region.
Which data is collected
| Collected | Not collected |
|---|---|
| Service and process status, response times, queue sizes, resource usage | Documents, document content, renditions |
| Results and durations of end-to-end tests with a dedicated test user | Business data of real users |
| Log lines, if log collection is agreed (e.g. failed logins with user name) | Passwords or tokens of users |
| Configuration values for consistency checks, if agreed | Database content beyond technical statistics |
Log lines can contain personal data such as user names. Their collection, retention and access are agreed with the customer and covered by a data processing agreement.
Access to otwatch
- Single sign-on with Microsoft Entra ID, OTDS or Active Directory; multi-factor authentication is enforced by the identity provider.
- Roles Viewer, Editor and Admin, assigned from directory groups; permissions per team, folder and dashboard.
- Local accounts only for emergency access.
- Interfaces of Prometheus, Alertmanager and Loki are not exposed directly to users.
Network and encryption
- otwatch initiates the connections to the monitored systems; the required ports are listed under Installation.
- User access and HTTP-based data collection are encrypted with TLS.
- SNMP traffic of the OpenText Monitoring Agent stays within the internal network.
- In the hybrid setup, the on-premises collector sends data outbound only.
Secure operations
- All configuration is maintained as code; every change is reviewed, tested in QA and traceable with author and time.
- Components are kept on supported versions; security updates are applied with priority according to their severity.
- Security incidents affecting customer data or services are reported to the customer without undue delay.
Retention and deletion
Retention periods for metrics and logs are agreed per customer (at least 12 months by default). At the end of the contract, all customer data of the managed service is deleted and the deletion is confirmed in writing. On-premises, all data remains on the customer's infrastructure.
Data protection
handel gmbh processes personal data in accordance with the EU GDPR and the Swiss Federal Act on Data Protection and concludes a data processing agreement with each customer.
handel gmbh · otwatch documentation · Last updated 19 October 2026