Incident management

Glesys maintains documented procedures to detect, report, assess, respond to, and learn from incidents affecting network and information systems.

Key elements:

• Detection and reporting: Incidents are detected via monitoring tools, logs, and user reporting, and are reported through established internal channels.

• Categorization & prioritization: Incidents are categorized (e.g., Security/PII/IT) and prioritized using urgency/impact with target response and resolution times.

• Roles and escalation: Security incidents involve the Security Manager; PII incidents involve the DPO; responsibilities are defined for managers and staff.

• Root cause & continual improvement: Post-incident reviews are performed and corrective actions are tracked to prevent recurrence.