Incident Response Guidance is available in the Handbook that outlines IllumiDesk's security incident response process. It also provides information to internal and external users on how to report breaches, security and availability failures, incidents, concerns, identified vulnerabilities and other security complaints to appropriate personnel.
The purpose of this control is to ensure IllumiDesk creates, implements, and maintains an effective plan to identify, resolve, and prevent security incidents within its application, systems, and services. By having an organized and continually evolving security incident response plan, IllumiDesk can maintain the availability, reliability, performance, and confidentiality offered to IllumiDesk customers, IllumiDesk team-members, and partners. This control can be tested by first proving that IllumiDesk has sufficient documentation in place for an efficient Incident Response plan. This can include documentation pertaining to the handbook pages, Merge requests, and issues opened in reference to and in adherence to the IR plan. It can then be confirmed that any security incident that was reported (if applicable) followed the IR plan documentation.
This control applies to all systems within our production environment. The production environment includes all endpoints and cloud assets used in hosting IllumiDesk.com and its subdomains. This may include third-party systems that support the business of IllumiDesk.com.
Control Owner: Infrastructure
Process owner(s):
Security Operations
Infrastructure
Non-public information relating to this security control as well as links to the work associated with various phases of project work can be found in the Incident Response Plan control issue.
Examples of evidence an auditor might request to satisfy this control:
Provide copies of the Incident Response pages, which are linked to and described below
Provide sample reports and other outputs of the various functions listed below, such as Infrastructure and/or Security incident issues
Incident management documented in the IllumiDesk Handbook
Incident Management for Self-Managed Customers
Security issue triage process
Security severity labelling
Major Incident Response Workflow
Additional documentation on using the panic
email and a procedure for the security team's response to those alerts
Incident management documented in the IllumiDesk Handbook
S1 and S2 Incidents. Information about our most critical incident severities.
Incident Steps. Defines the steps involved with handling an incident.
Communication. Describes communication procedures during an incident.
Source code, data, and infrastructure change management
Process for engaging security on-call
Security operations on-call guide
Incident Management Support
Security Incident Communications Plan
Support Team function in the handbook
Support page contains information to contact the Support team
Production infrastructure incidents are documented in the production
project
The #incident-management
Slack channel is used for synchronous incident communication via chat
In the channel, the Production-watch
app monitors the aforementioned production
project and notifies channel participants of the issue
The Situation Room
permanent Zoom channel is used for synchronous communication via audio/video conference
A link to the channel is included in the description for the #incident-management
Slack channel
Security Incident and Alert Lifecycle in IllumiDesk
SOC2 CC
CC4.2
CC7.3