Incident Response

Atobi has a documented Information Security Incident Response Procedure to ensure that responsibilities are clearly de๏ฌned and the correct actions are taken in case of security incidents.


Priority Definition Response Level
P1 Urgent:1. The Hosted Service on the production system is not accessible or operational. Initial response within 1 business hour of the case being submitted.  The designated Customer Contact will be updated twice daily during business days regarding progress.  Actions to resolve will commence within 1 business hour.
P2 Important: 
1. The Hosted Service on the production system is operational but experiencing a major functional loss that impedes transactions from being completed; or 
2. The development/test system is not accessible or operational. 		Initial response within 2 business hours of the case being submitted.  The designated Customer Contact will be updated daily during business days regarding progress.  Actions to resolve will commence within 4 business hours.
P3 Necessary: 
1. The Hosted Service on the production system is experiencing a functional loss that does not significantly impede transactions from being completed, but that affects the performance or user quality; or
2. The development/test system is experiencing a major functional loss that impedes transactions from being completed. 		Initial response within 4 business hours of the case being submitted.  The designated Customer Contact will be updated weekly regarding progress.  Actions to resolve will commence within 2 business days.
P4 Minor: 
The Hosted Service has a cosmetic or other minor error that does not affect its performance or functionality; or 
2. Customer questions regarding the use of the Hosted Service. 		Initial response within 1 business day of the case being submitted.  The designated Customer Contact will be updated upon request.
P5 Enhancement Request:  
1. Request for a new feature that does not currently exist in the Hosted Service. 		Requests will be logged and evaluated in Atobi's sole discretion for inclusion in a future release.  The designated Customer Contact will be updated upon request.

Incident handling process:

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