Incident Response
Atobi has a documented Information Security Incident Response Procedure to ensure that responsibilities are clearly deο¬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:
