Support and incident process

Use the published support contact and include the organisation name, affected workflow, time observed, business impact and a safe description of the problem. Do not email passwords, authentication codes or unnecessary personal information.

The production support schedule should define severity levels, service hours, acknowledgement targets and escalation contacts. A critical issue usually means the production service is unavailable or a suspected security event creates urgent material risk; contractual targets must be stated separately.

Reports of suspected unauthorised access, disclosure, loss or material service compromise are triaged, contained, investigated and documented. Relevant evidence is preserved and access credentials may be revoked to reduce harm.

The service provider and customer coordinate notifications required by contract or applicable law. No fixed notification deadline should be promised here unless it is operationally supported and included in the production agreement.

Customers should keep incident contacts current, protect administrator accounts with MFA, remove former users promptly, report suspected incidents without delay, and cooperate with containment and investigation.