Security Incident Response
Our commitment to transparency and rapid response
Our Commitment to You
We treat every security incident with the utmost priority. Our dedicated security team operates 24/7 monitoring, and we commit to transparent, rapid communication with all affected parties.
Incident Response Timeline
Detection
Immediate- Automated monitoring alerts triggered
- Security team notification within 15 minutes
- Initial incident classification
Assessment
Within 1 hour- Severity classification (Critical/High/Medium/Low)
- Scope determination - affected systems and data
- Impact analysis on client data
Containment
Within 2 hours- Isolate affected systems
- Preserve forensic evidence
- Implement temporary security controls
Client Notification
Within 24 hours- Direct notification to affected clients
- Initial incident summary provided
- Recommended client-side actions shared
Remediation
Within 48 hours- Patch vulnerabilities
- Restore affected services
- Implement additional security controls
Post-Incident Report
Within 7 days- Root cause analysis
- Detailed incident report to clients
- Preventive measures documentation
Data Recovery Commitments
Maximum time to restore service availability
Maximum data loss from hourly backups
Geographic Redundancy: All data is replicated across multiple geographic regions, ensuring availability even in the event of regional infrastructure failures.
Your Rights & Recourse
In the event of a security incident affecting your data, you have clear rights and we have clear obligations:
Right to Terminate
If a breach materially affects the service, affected clients may terminate their subscription without penalty and receive a pro-rata refund.
Forensic Investigation
We commit to conducting a thorough forensic investigation at our cost and sharing relevant findings with affected clients.
Regulatory Cooperation
We will fully cooperate with regulatory authorities (ICO, etc.) and support clients with their own regulatory notifications.
Security Team Collaboration
We will work directly with your internal security teams to assess impact and implement client-specific remediation measures.
Client Notification Protocol
When an incident affects your data, you will receive:
- Immediate Alert: Email and in-app notification within 24 hours of confirmed breach
- Dedicated Contact: Named security contact assigned to your account
- Written Report: Detailed incident report with technical analysis
- Action Recommendations: Specific steps for your organization to take
- Ongoing Updates: Regular status updates until full resolution
Note: Our 24-hour notification commitment exceeds the 72-hour requirement under GDPR, reflecting our commitment to transparency.
Security Team Contact
For security concerns, vulnerability reports, or incident-related inquiries: