One more in-road in the 7-step security action plan ‘EFTA’.
Security is only as strong as its weakest link!
Following the recent supply chain attack we recognise our alert handling plan needed significant improvement. So as promised in our 7 step security action plan ‘EFTA’ we’ve now drawn up new alert handling guidelines to be followed in the event of a security and / or antivirus alert. To assist you, we’ve put the info together in an easy to follow - who, what, where, when, how and why - format. Read on to learn more.
Who can flag an alert?
This information is aimed at both Partners and Customers. Either group can flag a security or antivirus alert following the steps below.
What are we trying to achieve?
These alert handling guidelines have been put together to achieve 4 main objectives:
- Quicker response times
- Transparency of issues
- Swifter escalation
- Faster resolution
Where can I sound the alarm?
We’ve created a new Forum specifically for Security / Antivirus Alerts. In this Forum you can post any alerts from EDR or Antivirus software companies. 3CX staff will monitor the Forum closely, escalating the alert internally at 3CX as well as providing feedback on its status. Please help us by posting in the correct Forum.
When can I expect a response?
The security and anti-virus alerts forum is monitored 24/7 by our dedicated team. Support staff are being further trained to make sure concerns are addressed rapidly. Feedback will be publicly available. You can expect quick responses and transparency in our communication there.
To easily identify the status of each case it will be marked as follows:
- Under Review
- False Positive
- Confirmed
How can I raise my concerns? Steps to follow
Escalate your issue by following these steps in the order shown:
- First, contact your antivirus vendor to report the issue.
- Go to 3CX's dedicated Security / Antivirus Alerts forum to post your alert.
- Give your alert thread a title.
- Write a short description of the issue. Include any other information or questions you may have.
- There is also a form to complete. The information gathered in the form will only be available to staff internally. It is not made public. It is essential to complete this form. You cannot post your thread without completing all required fields.
- It may take some time to get a reply from your vendor. As soon as you receive the reply from your antivirus vendor, add the report to your existing ticket.
Why? Our ongoing commitment to lessons learned
As part of our ongoing commitment to build upon the lessons learned through the recent security incident, we look forward to offering you a fortified security / antivirus alert response service.
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