Incident response

The goal of our incident response process is to detect problems early, limit their impact, restore normal operation, communicate honestly with affected customers, and learn from what happened.

Incidents can be detected through monitoring, internal review or reports from customers and researchers. Each incident is assessed and classified by severity, and an incident owner is appointed.

The immediate priority is to limit damage. Depending on the situation this can include temporarily disabling affected parts of the Service, rotating credentials or blocking malicious traffic.

We investigate the scope, cause and impact of the incident, including what data and which customers, if any, were affected.

Once the threat is contained, systems are restored to normal operation, from backups where necessary, and verified before the incident is closed.

When an incident affects customer data or service availability, Tagile will communicate with affected customers without undue delay and in accordance with applicable contractual and legal obligations. We aim to be clear about what happened, what we are doing, and what customers may need to do.

Where an incident constitutes a personal data breach affecting data we process on a customer's behalf, we notify the customer without undue delay after becoming aware of the incident, with the information the customer needs to meet its own obligations under the GDPR. See the Data Processing Agreement.

After significant incidents we conduct a root cause analysis and use the findings to improve our controls and processes.

Report suspected security incidents or vulnerabilities to security@tagile.ai.