Help center

Frequently Asked Questions

How long does it take to get set up on Tandem Vault?

You can begin your DAM journey with Tandem Vault immediately! Sign up here and begin uploading and organizing your content today.

What file formats does Tandem Vault support?

Tandem Vault supports hundreds of different file types. While the system was originally built to support photos and video in a seamless, integrated environment, it also supports many other file types.

Files include:
– Over 170 different RAW photo formats including popular CR2 and NEF formats, JPG, PNG, GIF, TIFF, and PSD.
– It also supports PSD, AI, InDesign, EPS, and PDF.
– Non-imaging formats that are supported include DOC, TXT, RTF, XCL, CSV, ZIP, NUMBERS, PAGES, XMP, XLS, POWER POINT, KEYNOTE and many others.

Tandem Vault also has the ability to preview and store video files alongside all of these other file types and supports almost every format CODEC and video format currently known.

How many account administrators can you have on one Vault account?

Unlimited! (Though we wouldn’t recommend that many cooks in the kitchen!)

How many permission levels are included in a Vault account?

Unlimited!

How many users can you have on one Vault account?

Unlimited!

How many users can be using one Vault account concurrently?

Unlimited!

Can I share assets stored in my Tandem Vault account with partners or media who do not have a membership?

Yes! You can either make assets public or you can send links to the assets using our Lightbox and/or Collection sharing feature.

Can we have multiple brands or departments under one Vault account with different users and admins for each?

Yes! our Enterprise+ plan has a feature called Federations which allows organizations to connect multiple sub-accounts under one Vault account to create a network allowing greater security and more convenient divisions between departments or brands.

Federations are designed to help organizations create firm divisions within their archive and user base without complicating the work of administrators or the billing department. Typical clients are parent companies with numerous subsidiaries or large organizations with semi-overlapping departments, such as universities and multinational corporations.

Can I access Tandem Vault if I am working remotely?

Yes! Vault is accessible 24/7 anywhere in the world you have an Internet connection. It is completely cloud based, which means there is no central location for servers, allowing for optimal security and accessibility as well as ensuring your data is backed up through numerous servers located around the world.

Where can I learn more about your terms of service and privacy policy?

We updated our Terms and Conditions of Use, Privacy and Cookies Policies to to meet the high standard for data privacy and transparency introduced by the European data protection laws known as the General Data Protection Regulation (GDPR), which went into effect on Friday, May 25, 2018.

With these updates we hope to make it easy for you to understand your choices and the control you have over your data on Tandem Vault. We want all users to understand:
– What personal information we have, including why we collect it and how it is stored;
– How you can update or correct this information; and
– How you can ask us to stop using and storing your information.

Does Tandem Vault offer API documentation?

Yes! All Vault clients are welcome and encouraged to make use of our robust API to integrate other tools with our DAM.

How is data transported between our company and Tandem Vault?

Users upload assets via browser or S3 ingestion tool to the Tandem Vault S3 bucket. SSL data encryption is used for data upload and download security, and S3 Access Controls are used for data and storage security.

How does Tandem Vault protect information as it is accessed, stored, and processed?

Upon upload, all original assets are backed up in Amazon Glacier and remain in storage as long as you are a Vault client. User accounts and permission levels are used to control access to assets stored in the Vault account. We utilize Pingdom and AWS status checks to monitor the ongoing health of the system. S3 certifications are used for data storage. Cloud 66 and data encryption keys are used to manage physical access to S3 servers.

Does Tandem Vault support Single Sign-On?

Yes! SSO integration is available on our Pro+, Enterprise and Enterprise+ accounts. We are constantly adding new SSO providers to our roster. Our most popular providers are:
– Google OAuth
– Microsoft Active Directory
– Okta
– OneLogin
– SAML

Does Vault have Adobe Illustrator and Photoshop integrations?

Not yet but we do support a wide variety of other integrations.

Is there a mobile app for Tandem Vault?

No, but our site has been optimized for a great mobile device experience. Like all features, this is an area we continually update.

Is my information shared with subcontractors?

We do not use sub-contractors.

What kind of external hosting do you use?

Amazon Web Services’ (AWS) S3 and Glacier. There are data centers worldwide, and your data is stored in the location nearest to your place of business.

What is the user architecture in Tandem Vault?

We recommend using a Single Sign-On (SSO) such as Google OAuth, Microsoft 365, or Active Directory to manage user access. Tandem Vault does not maintain a separate database for user credentials. User credentials are encrypted using SHA512 and transmitted via SSL only.

What technical architecture supports Tandem Vault?

Users upload assets to Tandem Vault via web browser or the S3 ingestion tool to the Tandem Vault S3 bucket. A copy of the original assets is archived on Amazon Glacier after 30 days.

Who do I contact in the case of an emergency or suspected data breach?

In an emergency, email reportaproblem@tandemvault.com or call (310) 597-5200. Routine help requests should be directed to info@tandemvault.com.

Are Tandem Vault employees subjected to background checks, and required to sign agreements that forbid copying and misusing client property?

All employees undergo a background check and sign confidentiality agreements. Direct access to vendor files is only available to the CEO, CTO, and Executive Director.

Do you participate in state and federal compliance frameworks such as HIPAA?

This depends on your Plan. For instance, HIPAA compliance is available, but only on the Enterprise Plan. However, S3’s data protection features can be used as part of an overall strategy to achieve compliance. Contact info@tandemvault.com for more information.

I hear Tandem offers more than Vault. What else do you guys do?

So glad you asked! We also have an outdoor and active living photography and motion clip licensing brand, tandemstock.com, as well as an original content production company at tandem.film.

How long has Tandem Vault been around?

Tandem Vault launched in 2011 but our parent corporation has been around since 2010.

Where are your headquarters?

Tandem Vault’s headquarters are located in Los Angeles, California.

Does Tandem rely on venture capital money or other outside investors?

No. Tandem is a privately held company that has posted profits since its inception and prides itself on not relying on external capital to achieve growth. We’re here to stay.

Do you have an office dog?

Yes! Her name is Zora, and she’s our Happiness Liaison Officer.