Our Approach to Incident Response

While we work proactively to prevent security incidents, we are also fully prepared to respond effectively if one occurs. Our goal is to minimize service impact, protect data, and communicate transparently. Our Incident Management Policy establishes a formal framework for responding to security events in a swift, coordinated, and effective manner.

Incident Response Lifecycle

Our response process follows a clear, four-phase lifecycle to ensure consistency and thoroughness for every event, regardless of its type or severity.

  1. Alert & Assess

    A potential incident is detected through our 24/7 automated monitoring and alerting platforms, an internal report, or an external notification. An Incident Response Lead performs a rapid initial assessment to understand the event and assign a classification level based on its potential impact.

  2. Activate & Contain

    Based on the assessment, the formal response plan is activated. Our immediate priority is to contain the incident to prevent further damage and isolate affected systems. For significant incidents, a dedicated Incident Commander assumes strategic oversight of the response.

  3. Eradicate & Recover

    Our team performs a root cause analysis to identify the source of the incident. The root cause is then eliminated. For example, by patching a vulnerability or revoking compromised credentials. Systems are then securely restored to their normal operational state.

  4. Post-Mortem & Lessons Learned

    After resolution, we conduct a formal post-mortem review within five business days. The goal of this review is to analyze the incident, document the timeline, and create a concrete action plan with lessons learned to improve our security controls and prevent recurrence.

Commitment to Communication

We are committed to notifying affected customers and/or regulators promptly in the event of an incident, in accordance with our legal and contractual obligations. Our communication plan ensures that stakeholders receive timely updates during and after a significant event.