Difference between revisions of "ISO:Communications"
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| + | This document can now be found at its new location in the [https://docs.hornbill.com/hornbill-cloud/iso/communications/ Hornbill Document Library]. | ||
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| + | [[file:hornbill-document-library.png|Hornbill Cloud|link=https://docs.hornbill.com/hornbill-cloud/iso/communications/]] | ||
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== Communications == | == Communications == | ||
The network controls and system for remote connection via VPN coupled with the firewall and other network security features help ensure the integrity and confidentiality of electronic messages. | The network controls and system for remote connection via VPN coupled with the firewall and other network security features help ensure the integrity and confidentiality of electronic messages. | ||
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==Notification and Communication== | ==Notification and Communication== | ||
| − | Any customer effected by a given incident will be notified | + | Any customer effected by a given incident will be notified. Hornbill will provide the following level of communication for each of the defined events. Incident is either a direct issue or one that effects part of our supply chain including tools we may use. For Outages the incident must last longer than 15 minutes (For Shorter time frames updates may be posted on Status or within the Forum) |
===Outage=== | ===Outage=== | ||
Initial communication by Bulk email to all effected customers (Primary\Secondary and Technical as well as customer Partner) within 15 minutes | Initial communication by Bulk email to all effected customers (Primary\Secondary and Technical as well as customer Partner) within 15 minutes | ||
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Status Page and Notification to all subscribed users within 15 minutes of Incident occurring. Continued updates every 15 minutes. | Status Page and Notification to all subscribed users within 15 minutes of Incident occurring. Continued updates every 15 minutes. | ||
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Full RCA posted to Forum within 1 day of event being resolved. | Full RCA posted to Forum within 1 day of event being resolved. | ||
===Security Breach=== | ===Security Breach=== | ||
Initial communication by Bulk Email to all effected customers (Primary\Secondary and Technical as well as customer partner) within 1 hour of event. | Initial communication by Bulk Email to all effected customers (Primary\Secondary and Technical as well as customer partner) within 1 hour of event. | ||
| − | Follow up telephone call to all effected customers (Primary) within 1 day | + | |
| + | Follow up telephone call to all effected customers (Primary) within 1 day (Available to Enterprise and Premier Success customers on Request) | ||
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Daily updates (either by phone or email as agreed during follow up phone call) | Daily updates (either by phone or email as agreed during follow up phone call) | ||
| − | Full RCA and Post Mortem via Email within 1 day of event being resolved. | + | |
| + | Full RCA and Post Mortem via Email within 1 day of event being resolved. | ||
===Security Request=== | ===Security Request=== | ||
In the event of a request for access to data from Law enforcement or other entity not immediately rejected the customer (Primary\Secondary and Technical) will be notified and approval sought before any action is taken (Unless the request specifically excludes such action/is non-negotiable and/or has been approved by the Chief Executive Officer). | In the event of a request for access to data from Law enforcement or other entity not immediately rejected the customer (Primary\Secondary and Technical) will be notified and approval sought before any action is taken (Unless the request specifically excludes such action/is non-negotiable and/or has been approved by the Chief Executive Officer). | ||
| − | All communication will be via official channels | + | All communication will be via official channels. No personal mailboxes\twitter accounts or other social media will be used. If you have any concerns relating to communication either sent from or that appears to be sent from ourselves please contact htl.security@live.hornbill.com |
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| + | Hornbill has not received any request from the Police or Government agency in any of the areas we operate. | ||
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| + | [[Category:HDOC]] | ||
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| + | <!-- hornbill-cloud/iso/communications --> | ||
