> For the complete documentation index, see [llms.txt](https://docs.glesys.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.glesys.com/security/annex-information-security/4.-incident-management.md).

# 4. Incident Management

4.1 Glesys maintains documented incident management processes to detect, report, assess, respond to, and learn from incidents affecting network and information systems. These documented procedures include, but are not limited to:

a) detection of incidents via monitoring tools, logs and user reporting;

b) routines for reporting through established internal channels;

c) categorization of incidents (e.g. security, personal data or IT incidents) and prioritization based on urgency and impact assessments, with target response and resolution times;

d) organizational routines on roles and escalation for the involvement of the security manager in security incidents and the data protection officer in personal data breaches, and with responsibilities defined and documented for managers and staff, providing Glesys with expert assistance in managing and mitigating the impact of incidents; and

e) post-incident reviews and tracking of corrective actions to prevent recurrence.

4.2 Glesys shall, without undue delay after becoming aware of a significant incident or cyber threat, notify the Customer of: (i) any significant incident that is likely to adversely affect the provision of the Service, where appropriate; (ii) any protective measures the Customer may take in the event of a significant cyber threat that may affect the Customer; and (iii) any other incident that Glesys reasonably considers may adversely affect the security of the Customer's network and information systems. For the avoidance of doubt, any such notification is provided for informational purposes only and shall not constitute an admission of fault, negligence or liability on the part of Glesys.