Copy of SOC-2 Report

[sbryant]

Does anyone know how to get a copy of the Dropbox SOC-2 report? We need it as part of a security review. I've been stuck in a loop with their support team for 3 weeks, which keeps directing me to this page (https://www.dropbox.com/help/security/standards-regulations#SOC2), which in turn advises me to contact support. 

[Mark]

Have you done as it suggested on that link and contacted the Business Sales people?

[sbryant]

Yup. The sales rep says he created a task in the system which, in spite of numerous follow-ups, has been waiting for his manager's approval for a week.

This is apart from the other three tickets I have sitting with the support team.

[Mark]

What are the ticket numbers?

[sbryant]

Ticket #6195059: Dropbox Business Support Chat

Ticket #6172283: Dropbox Support

Ticket #6123063: TEAMS: SOC2 Report

[sbryant]

FYI, I finally managed to get the SOC-2 by tweeting at their support handle. It's unfortunate, because all other avenues of following up with support, sales, and account management numerous times failed. Instead I was just just bounced around from agent to agent and redirected to contact the same numbers over and over. And after trying for 3 1/2 weeks to find someone who knew how to direct the request, tweeting was my last resort and the only successful one.

Hopefully this tale of woe helps someone else.

[Jane · Accepted solution]

Hey @sbryant, 

Sorry to hear about the frustration caused, I was glad to hear that your request has been taken care of.  

Please keep in mind for future reference that SOC-2 reports must be requested by the Sales team, since they are the ones who can provide it. Because I understand your concern regarding your overall support experience, I’d like to ask you to get back in touch either here or on our twitter/ Facebook handles in case you need assistance and we’ll make sure to do our best to proceed to resolution as soon as possible. 

If further assistance is needed, please keep me updated here. 

Hope you have a great week ahead, 

JaneA

[sbryant]

Thanks for following up, Jane. As a note, the help page actually instructs users to contact Sales or Account Management for the SOC-2 report, so this page may need to be updated.  (https://www.dropbox.com/help/security/standards-regulations#SOC2) I actually contacted both groups before pinging the Twitter handle.

When I contacted Account Management, I kept being bounced around from agent to agent and redirected to that same link above which directed me to contact Account Management. This was confounding, because I thought I was talking Account Management.  The agents instructed me that I was speaking to the Support Team and needed to contact the Account Management Team, but from the userend, there is no visible difference between the Support and the Account Management. They all routed to the same place. I spoke to five different agents who filed four support tickets over the course of four weeks. I was advised that at least three of the tickets had been escalated for more specific support, but I never received follow-up after the escalations, and the agents told me they could no longer see the original tickets because they'd been escalated.

For Sales, I spoke with a gentleman who was trying to assist, but I ended up stuck waiting for the task to be approved by his managers for two weeks so they could send me a new NDA, even though I am already a customer of Dropbox. I followed up numerous times, but eventually relented and pinged the Twitter handle.

All in all, I contacted various avenues of support ten times before the team on Twitter was able to assist. 

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