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How We Handle Security Incidents and Data Breaches

What is a data breach?​

Any accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to personal data — i.e., a compromise of confidentiality, integrity, or availability.

Our incident response process​

  1. Detection & alerting
    Automated detection (e.g., Microsoft Sentinel / Azure Security Center) and DDoS protection.

  2. Triage & containment
    Immediate actions to limit impact and stabilise systems.

  3. Analysis & remediation
    Root-cause analysis, fix, and recovery of affected services/data.

  4. Communication
    Structured customer notification per the DPA (including interim updates if needed).

  5. Documentation & closure
    Full logging and a final incident report with impact assessment and measures.

Internal assessment & documentation​

Each incident is recorded in our ticketing system (timeline, affected systems/data categories, actions taken).
Audit logs, forensic evidence, and decisions are retained for review.

Customer notification​

  • Timeline: without undue delay and no later than 24 hours after becoming aware (as per the DPA)
  • Content: nature of the breach, affected data categories/number of individuals, likely causes, measures taken/planned, and — where appropriate — recommendations regarding end-user notifications

Supervisory authority notifications​

Notifying data protection authorities is the responsibility of the data controller (customer).
We support assessment and preparation; under the GDPR the typical deadline is 72 hours from awareness (Article 33 GDPR).

Lessons learned & continuous improvement​

After each incident:

  • Post-incident review and remediation actions
  • Updates/re-tests of TOMs
  • Process & playbook improvements to prevent recurrence