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Scope
This
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page describes the process and
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workflow that Deiser follows when
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a security incident is reported or found.
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Departments involved
Deiser has two departments involved in the resolution of an incident, this is the list ordered by response level:
- Support: is the first level of support. Different work shifts are established in order to have 24/7 response. Support employees will resolve the incidents, given they are able to, in the times specified in the SLA agreement.
- Development: the second level of support. If an incident cannot be resolved by the Support department, the incident will be assigned to the development department. This department has a deeper knowledge of the system and can change everything in the code even do hotfixes and quick releases. Inside this department there a group called “Deiser Support” whose members are Deiser developers responsible for handling reported incidents.
Incidents definition and classification
The following table describes the classification of the levels of incidents ordered by priority and the description about them.
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Response times will apply since the date and time when the ticket to Service Desk is opened.
Response workflow
The diagram below depicts the workflow that Deiser uses for the resolution of an incident, explained by phases:
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