Trust Center
Incident Response
How PetroBench handles security and availability incidents
PetroBench maintains documented incident response procedures to detect, respond to, and recover from security and availability incidents.
Severity Levels
| 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 |
Response Targets
| Severity | Initial Response | Status Update Frequency | Resolution Target |
|---|---|---|---|
| Critical | 30 minutes | Every 1 hour | 4 hours |
| High | 1 hour | Every 4 hours | 8 hours |
| Medium | 4 hours | Daily | 72 hours |
| Low | 1 business day | As needed | Next release cycle |
Incident Response Process
1. Detection
- Real-time monitoring and alerting on infrastructure, application, and security metrics
- Automated anomaly detection for unusual access patterns
- Customer reports via support@petrobench.com or legal@petrobench.com
- Vulnerability scanning and dependency auditing
2. Triage
- On-call engineer assesses severity and impact
- Incident classified using the severity levels above
- Response team assembled based on severity (Critical/High: immediate full team)
3. Containment
- Immediate actions to limit impact (isolate affected systems, revoke compromised credentials, block attack vectors)
- Preserve evidence for investigation
- Communication channels established for response coordination
4. Investigation
- Root cause analysis conducted
- Scope of impact determined (which customers, what data, what timeframe)
- Forensic evidence collected and preserved
5. Resolution
- Fix deployed and verified
- Affected systems restored to normal operation
- Monitoring enhanced for recurrence
6. Post-Incident
- Post-incident report written within 5 business days of resolution
- Lessons learned reviewed and remediation actions tracked
- Process improvements implemented where needed
Customer Notification
Security Incidents
| 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. Notifications include:
- Description of what happened
- What data was affected (if any)
- What we did to resolve it
- What we are doing to prevent recurrence
Availability Incidents
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 updated within 15 minutes |
| Resolution | Status page updated upon resolution |
| Post-mortem | Published on status page for major incidents |
Reporting a Security Issue
If you discover a potential security vulnerability or incident:
- Email: legal@petrobench.com
- Include: Description of the issue, steps to reproduce (if applicable), and any supporting evidence
- Response: We will acknowledge receipt 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.
Contact
For incident-related questions or to report a security concern:
Email: legal@petrobench.com