Payment Card Industry (PCI)

Data Security Standard

Attestation of Compliance for

Onsite Assessments – Service Providers
Version 3.2.1
June 2018
Section 1: Assessment Information
Instructions for Submission
This Attestation of Compliance must be completed as a declaration of the results of the service provider’s
assessment with the Payment Card Industry Data Security Standard Requirements and Security
Assessment Procedures (PCI DSS). Complete all sections: The service provider is responsible f or
ensuring that each section is completed by the relevant parties, as applicable. Contact the requesting
payment brand f or reporting and submission procedures.

Part 1. Service Provider and Qualified Security Assessor Information

Part 1a. Service Provider Organization Information
Company Name: Five9, Inc. DBA (doing Not Applicable
business as):
Contact Name: Panos Kozanian Title: EVP of Product
Engineering
Telephone: 925-201-2000 E-mail: Panos.Kozanian@f ive9.co
m
Business Address: 3001 Bishop Drive, Suite City: San Ramon
350
State/Province: CA Country: USA Zip: 94583
URL: www.f ive9.com

Part 1b. Qualified Security Assessor Company Information (if applicable)

Company Name: CyberGuard Compliance, LLP
Lead QSA Contact Name: Andrew Romanelli Title: Senior Auditor QSA
Telephone: 866.480.9485 E-mail: andrew.romanelli@cgcomplia
nce.com
Business Address: 6720 N. Hualapai Way City: Las Vegas
Suite 145-306
State/Province: NV Country: USA Zip: 89149
URL: www.cgcompliance.com

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 Part 2. Executive Summary
Part 2a. Scope Verification
Services that were INCLUDED in the scope of the PCI DSS Assessment (check all that apply):
Name of service(s) assessed: The Intelligent Cloud Contact Center also known as Virtual Contact
Center (VCC)
Type of service(s) assessed:
Hosting Provider: Managed Services (specify): Payment Processing:
Applications / software Systems security services POS / card present
Hardware IT support Internet / e-commerce
Inf rastructure / Network Physical security MOTO / Call Center
Physical space (co-location) Terminal Management System ATM
Storage Other services (specify): Other processing (specify):
Web
Security services
3-D Secure Hosting Provider
Shared Hosting Provider
Other Hosting (specify):

Account Management Fraud and Chargeback Payment Gateway/Switch

Back-Office Services Issuer Processing Prepaid Services
Billing Management Loyalty Programs Records Management
Clearing and Settlement Merchant Services Tax/Government Payments
Network Provider
Others (specify):
Note: These categories are provided for assistance only, and are not intended to limit or predetermine
an entity’s service description. If you feel these categories don’t apply to your service, complete
“Others.” If you’re unsure whether a category could apply to your service, consult with the applicable
payment brand.

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 Part 2a. Scope Verification (continued)
Services that are provided by the service provider but were NOT INCLUDED in the scope of
the PCI DSS Assessment (check all that apply):
Name of service(s) not assessed: Five9 Studio powered by Inf erence
Type of service(s) not assessed:
Hosting Provider: Managed Services (specify): Payment Processing:
Applications / software Systems security services POS / card present
Hardware IT support Internet / e-commerce
Inf rastructure / Network Physical security MOTO / Call Center
Physical space (co-location) Terminal Management System ATM
Storage Other services (specify): Other processing (specify):
Web
Security services
3-D Secure Hosting Provider
Shared Hosting Provider
Other Hosting (specify):

Account Management Fraud and Chargeback Payment Gateway/Switch

Back-Office Services Issuer Processing Prepaid Services
Billing Management Loyalty Programs Records Management
Clearing and Settlement Merchant Services Tax/Government Payments
Network Provider
Others (specify):
Provide a brief explanation why any checked services Five9 Studio powered by Inf erence is a Five9
were not included in the assessment: provided service that has an independent PCI
Level 1 Service Provider ROC and AOC.

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 Part 2b. Description of Payment Card Business
Describe how and in what capacity your business Five9 transmits cardholder data during the
stores, processes, and/or transmits cardholder data. customer's contact center voice call with their
customer or contact. Such cardholder data
may be transmitted via voice when a
customer’s agent collects the cardholder data,
using the IVR to collection cardholder data via
key tones, or when a customer’s IVR collects
cardholder data via key tones. Five9, by
contract, requires customers to not record
cardholder data. Five9’s The Intelligent Cloud
Contact Center/Virtual Contact Center offers
features to customers to inhibit storage of
cardholder data within the Five9 cardholder
data environment (CDE) including call
recording pause features, SecurePay with
recording mute features, and/or using the
Verint automatic recording pause or CSI
Virtual Observer's redaction features, which is
a PCI compliant entity.
Describe how and in what capacity your business is Five9 provides features to encrypt data at rest
otherwise involved in or has the ability to impact the and in transit. It is the responsibility of Five9
security of cardholder data. customers to use such features to protect
cardholder data.

Part 2c. Locations

List types of facilities (for example, retail outlets, corporate offices, data centers, call centers, etc.) and a
summary of locations included in the PCI DSS review.
Type of facility: Number of facilities Location(s) of facility (city, country):
of this type
Example: Retail outlets 3 Boston, MA, USA
Five9 Network Operations Center 2 San Ramon, CA, USA
London, UK

Data Centers 4 Amsterdam, Netherlands

Slough, UK
Atlanta, Georgia, USA
Santa Clara, CA, USA
Cloud Providers 2 Amazon AWS
Google Cloud Platform

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 Part 2d. Payment Applications
Does the organization use one or more Payment Applications? Yes No
Provide the following information regarding the Payment Applications your organization uses:
Payment Application Version Application Is application PA-DSS Listing Expiry
Name Number Vendor PA-DSS Listed? date (if applicable)

Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No

Part 2e. Description of Environment

Provide a high-level description of the environment Five9's The Intelligent Cloud Contact
covered by this assessment. Center/Virtual Contact Center (VCC)
assessment included connection into and out of
For example: the cardholder data environment, all systems
• Connections into and out of the cardholder data within the CDE, data centers, and network
environment (CDE). operation center.
• Critical system components within the CDE, such as POS
devices, databases, web servers, etc., and any other
necessary payment components, as applicable.
Does your business use network segmentation to affect the scope of your PCI DSS Yes No
environment?
(Refer to “Network Segmentation” section of PCI DSS for guidance on network
segmentation)

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 Part 2f. Third-Party Service Providers
Does your company have a relationship with a Qualified Integrator & Reseller (QIR) f or Yes No
the purpose of the services being validated?

If Yes:

Name of QIR Company:

QIR Individual Name:

Description of services provided by QIR:

Does your company have a relationship with one or more third-party service providers (for Yes No
example, Qualified Integrator Resellers (QIR), gateways, payment processors, payment
service providers (PSP), web-hosting companies, airline booking agents, loyalty program
agents, etc.) for the purpose of the services being validated?

If Yes:

Name of service provider: Description of services provided:

Amazon AWS Cloud hosting provider

Google Cloud Platform Cloud hosting provider

QTS Data center colocation

CoreSite Data center colocation

Equinix Data center colocation

Cologix Data center colocation

Verint Verint application software provider and application support

Note: Requirement 12.8 applies to all entities in this list.

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 Part 2g. Summary of Requirements Tested
For each PCI DSS Requirement, select one of the following:
• Full – The requirement and all sub-requirements of that requirement were assessed, and no sub-
requirements were marked as “Not Tested” or “Not Applicable” in the ROC.
• Partial – One or more sub-requirements of that requirement were marked as “Not Tested” or “Not
Applicable” in the ROC.
• None – All sub-requirements of that requirement were marked as “Not Tested” and/or “Not Applicable”
in the ROC.
For all requirements identified as either “Partial” or “None,” provide details in the “Justification for Approach”
column, including:
• Details of specific sub-requirements that were marked as either “Not Tested” and/or “Not Applicable” in
the ROC
• Reason why sub-requirement(s) were not tested or not applicable
Note: One table to be completed for each service covered by this AOC. Additional copies of this section are
available on the PCI SSC website.

Name of Service Assessed: The Intelligent Cloud Contact Center also known as Virtual Contact
Center (VCC)

Details of Requirements Assessed

Justification for Approach
PCI DSS (Required for all “Partial” and “None” responses. Identify which
Requirement Full Partial None sub-requirements were not tested and the reason.)

Requirement 1:

Requirement 2: Requirement 2.1.1 is not applicable. Five9 does not

have any wireless networks involved with their
solution.
Requirement 2.2.3 is not applicable. Five9 does not
have any services, protocols, or daemons that are
considered to be insecure.
Requirement 2.6 is not applicable. Five9 is not a
shared hosting provider.

Requirement 3: Requirement 3.2 is not applicable. Entity is not an

issuer or support issuing services.
Requirement 3.6.8 is not applicable. Pure Storage
securely handles all cryptographic keys
automatically. There are no key custodians.

Requirement 4: Requirement 4.1 is not applicable. CHD is not

transmitted or received over open or public
networks.
Requirement 4.11 is not applicable. Five9 does not
have any wireless networks involved with their
solution.

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 Requirement 5:

Requirement 6:

Requirement 7:

Requirement 8: Requirement 8.5.1 is not applicable. Five9 does not

have remote access to customer premises.
Requirement 8.7 is not applicable. Five9 does not
store cardholder data in any database.

Requirement 9: Requirement 9.9 through 9.9.3.b are not applicable.

POS devices do not exist in the environment.

Requirement 10:

Requirement 11:

Requirement 12:

Appendix A1:

Appendix A2:

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Section 2: Report on Compliance

This Attestation of Compliance ref lects the results of an onsite assessment, which is documented in an
accompanying Report on Compliance (ROC).

The assessment documented in this attestation and in the ROC was completed October 28,2022
on:
Have compensating controls been used to meet any requirement in the ROC? Yes No

Were any requirements in the ROC identif ied as being not applicable (N/A)? Yes No

Were any requirements not tested? Yes No

Were any requirements in the ROC unable to be met due to a legal constraint? Yes No

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Section 3: Validation and Attestation Details

Part 3. PCI DSS Validation

This AOC is based on results noted in the ROC dated October 28, 2022.
Based on the results documented in the ROC noted above, the signatories identified in Parts 3b-3d, as
applicable, assert(s) the f ollowing compliance status for the entity identified in Part 2 of this document
(check one):

Compliant: All sections of the PCI DSS ROC are complete, all questions answered affirmatively,
resulting in an overall COMPLIANT rating; thereby Five9, Inc, has demonstrated full compliance with
the PCI DSS.

Non-Compliant: Not all sections of the PCI DSS ROC are complete, or not all questions are
answered af f irmatively, resulting in an overall NON-COMPLIANT rating, thereby (Service Provider
Company Name) has not demonstrated full compliance with the PCI DSS.
Target Date f or Compliance:
An entity submitting this form with a status of Non-Compliant may be required to complete the Action
Plan in Part 4 of this document. Check with the payment brand(s) before completing Part 4.

Compliant but with Legal exception: One or more requirements are marked “Not in Place” due to a
legal restriction that prevents the requirement from being met. This option requires additional review
f rom acquirer or payment brand.
If checked, complete the following:

Affected Requirement Details of how legal constraint prevents requirement being met

Part 3a. Acknowledgement of Status

Signatory(s) confirms:
(Check all that apply)

The ROC was completed according to the PCI DSS Requirements and Security Assessment
Procedures, Version 3.2.1, and was completed according to the instructions therein.
All inf ormation within the above-referenced ROC and in this attestation fairly represents the results of
my assessment in all material respects.
I have conf irmed with my payment application vendor that my payment system does not store
sensitive authentication data after authorization.
I have read the PCI DSS and I recognize that I must maintain PCI DSS compliance, as applicable to
my environment, at all times.
If my environment changes, I recognize I must reassess my environment and implement any
additional PCI DSS requirements that apply.

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 Part 3a. Acknowledgement of Status (continued)
No evidence of full track data1, CAV2, CVC2, CID, or CVV2 data2, or PIN data3 storage after
transaction authorization was found on ANY system reviewed during this assessment.
ASV scans are being completed by the PCI SSC Approved Scanning Vendor Qualys (Certif icate
#3728-01-17).

Part 3b. Service Provider Attestation

Panos Kozanian
Panos Kozanian (Nov 2, 2022 13:46 PDT)

Signature of Service Provider Executive Officer  Date: October 28, 2022

Service Provider Executive Officer Name: Panos Title: EVP of Product
Kozanian Engineering

Part 3c. Qualified Security Assessor (QSA) Acknowledgement (if applicable)

If a QSA was involved or assisted with this The QSA validate the cardholder data environment scope,
assessment, describe the role performed: interviewed subject matter experrts, reviewed all
documentation and corresponding processes, and
perf ormed testing f or all controls.

Signature of Duly Authorized Officer of QSA Company  Date: October 28, 2022

Duly Authorized Officer Name: Sajeev Prelis QSA Company: CyberGuard

Compliance, LLP

Part 3d. Internal Security Assessor (ISA) Involvement (if applicable)

If an ISA(s) was involved or assisted with Dushyant Pota - Five9 Internal Resource
this assessment, identify the ISA personnel Melinda Bas - Five9 Internal Resource
and describe the role performed:

1
Data encoded in the magnetic stripe or equivalent data on a chip used for authorization during a card-present transaction. Entities
may not retain full track data after transaction authorization. The only elements of track data that may be retained are primary
account number (PAN), expiration date, and cardholder name.
2
The three- or four-digit value printed by the signature panel or on the face of a payment card used to verify card-not-present
transactions.
3
Personal identification number entered by cardholder during a card-present transaction, and/or encrypted PIN block present
within the transaction message.
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 Part 4. Action Plan for Non-Compliant Requirements
Select the appropriate response for “Compliant to PCI DSS Requirements” f or each requirement. If you
answer “No” to any of the requirements, you may be required to provide the date your Company expects to be
compliant with the requirement and a brief description of the actions being taken to meet the requirement.
Check with the applicable payment brand(s) before completing Part 4.
Compliant to PCI Remediation Date and
PCI DSS DSS Requirements Actions
Description of Requirement
Requirement (Select One) (If “NO” selected for any
YES NO Requirement)

Install and maintain a firewall

1
configuration to protect cardholder data
Do not use vendor-supplied defaults for
2 system passwords and other security
parameters

3 Protect stored cardholder data

Encrypt transmission of cardholder data

4
across open, public networks
Protect all systems against malware
5 and regularly update anti-virus software
or programs

Develop and maintain secure systems

6
and applications
Restrict access to cardholder data by
7
business need to know

Identify and authenticate access to

8
system components
Restrict physical access to cardholder
9
data
Track and monitor all access to network
10
resources and cardholder data

Regularly test security systems and

11
processes
Maintain a policy that addresses
12
information security for all personnel

Additional PCI DSS Requirements for

Appendix A1
Shared Hosting Providers
Additional PCI DSS Requirements for
Appendix A2 Entities using SSL/early TLS for Card-
Present POS POI Terminal Connections

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