Incident Management and Response Policy
At ATZ CRM, safeguarding our users’ data and maintaining operational resilience is our highest priority. This Incident Management and Response Policy outlines the framework we use to identify, assess, and mitigate security incidents effectively and transparently.
1. Purpose
This policy establishes a structured approach for managing and responding to security incidents that could impact the confidentiality, integrity, or availability of ATZ CRM’s systems, data, or services.
2. Scope
This policy applies to all employees, contractors, and third-party service providers involved in the operations of ATZ CRM, as well as any systems or data under our management.
3. Definitions
- Incident: Any event that compromises or has the potential to compromise the confidentiality, integrity, or availability of ATZ CRM’s systems or data.
- Breach: An incident that results in unauthorized access, disclosure, or loss of sensitive information.
- Sensitive Data: Includes, but is not limited to, user credentials, personal information, and business-critical data.
4. Incident Response Phases
ATZ CRM follows a four-phase approach to manage security incidents:
4.1. Identification
- Monitor systems for abnormal activity using automated tools and manual reviews.
- Define incidents through predefined criteria (e.g., unusual login attempts, data leaks, or DDoS attacks).
- Use logging and monitoring tools to detect and verify incidents in real-time.
4.2. Containment
- Short-term containment: Isolate the affected system or component to prevent further damage.
- Long-term containment: Apply temporary fixes, such as blocking IPs or disabling compromised accounts, while ensuring continuity of services.
4.3. Eradication
- Eliminate the root cause of the incident (e.g., removing malware, patching vulnerabilities).
- Conduct a full investigation to ensure the threat no longer exists.
4.4. Recovery
- Restore normal operations by reactivating services or systems that were temporarily disabled.
- Validate that the affected systems are secure and monitored for recurring threats.
4.5. Lessons Learned
- Conduct a post-incident review within five business days to document findings and process improvements.
- Update incident management procedures based on lessons learned.
5. Reporting an Incident
- Users, employees, or third parties can report potential incidents by contacting support@atzcrm.com.
- Include the following in your report:
- Description of the issue.
- Steps to reproduce the issue (if applicable).
- Any relevant logs or screenshots.
6. Roles and Responsibilities
6.1. Incident Response Team (IRT)
The IRT is responsible for:
- Coordinating responses to security incidents.
- Communicating updates to stakeholders.
- Ensuring proper documentation and reporting.
6.2. Employees
All employees must:
- Report suspicious activities or incidents immediately.
- Adhere to ATZ CRM’s security protocols.
7. Communication and Notification
- Internal Notification: Notify relevant teams, such as IT and management, within 1 hour of incident detection.
- Customer Notification: For incidents involving sensitive customer data, notify affected parties within 72 hours of confirmation.
- Regulatory Authorities: Report breaches as required by applicable laws and regulations.
8. Policy Review and Updates
This policy will be reviewed annually or after a major incident to ensure its effectiveness and relevance. Updates will be communicated to all stakeholders.
9. Contact Information
For any questions about this policy or to report an incident, please contact:
- Email: support@atzcrm.com