Respuesta a Incidentes
Como PetroBench gestiona los incidentes de seguridad y disponibilidad
PetroBench maintains documented incident response procedures to detect, respond to, and recover from security and availability incidents.
Niveles de severidad
| Severity | Definition | Examples |
|---|---|---|
| Critical | Service unavailable or confirmed data breach | Platform-wide outage, unauthorized data access |
| High | Significant degradation or active security threat | Partial outage, attempted intrusion detected |
| Medium | Limited impact or potential vulnerability | Single-feature degradation, vulnerability discovered |
| Low | Minimal impact, informational | Minor bug, non-exploitable finding |
Respuesta
Response times vary by support tier. Customers on upgraded support tiers receive faster response for critical incidents. See your order form or contact sales for tier details.
Active critical incidents are posted to status.petrobench.com until resolved.
Como respondemos
- Detect - Monitoring, customer reports, and vulnerability scanning surface issues
- Triage - Severity is assessed and the right response team is engaged
- Contain and resolve - Impact is limited, root cause is addressed, and systems are restored
- Follow up - Affected customers receive notification and, on request, a post-incident summary
Notificacion al cliente
Incidentes de seguridad
| Notification | Timeline |
|---|---|
| Initial notification | Within 72 hours of confirming a security incident that affects customer data |
| Follow-up details | Within 5 business days with scope, impact, and remediation actions |
| Post-incident report | Available to affected customers upon request |
Notifications are sent via email to organization administrators and include what happened, what data was affected (if any), what we did to resolve it, and what we are doing to prevent recurrence.
Incidentes de disponibilidad
Real-time status updates for availability incidents are posted to status.petrobench.com. Customers can subscribe to receive updates via email.
| Notification | Channel |
|---|---|
| Service disruption | Status page |
| Resolution | Status page |
| Post-mortem | Published on status page for major incidents |
Reportar un problema de seguridad
If you discover a potential security vulnerability or incident:
- Email: security@petrobench.com
- Include: Description of the issue, steps to reproduce (if applicable), and any supporting evidence
- Response: We acknowledge reports within 1 business day
Do not publicly disclose potential security vulnerabilities before contacting us. We take all reports seriously and will work with you to understand and address the issue.
Contacto
For incident-related questions or to report a security concern:
Email: security@petrobench.com