Clicki Incident Response Plan
Purpose
This Incident Response Plan defines how Clicki Referrals detects, responds to, contains, and recovers from security incidents and data-related events. The objective is to minimize impact, protect customer data, restore services quickly, and ensure appropriate communication and documentation.
Scope
This plan applies to all Clicki systems, infrastructure, applications, data stores, logs, third-party services, and personnel involved in operating or supporting the platform.
Definition of an Incident
A security incident is any event that may compromise the confidentiality, integrity, or availability of Clicki systems or data.
Examples include:
Unauthorized access to systems or data
Exposure or leakage of personal or customer data (PII)
Compromised credentials, API keys, or tokens
Suspicious activity or abnormal system behavior
Service outages or degradation impacting customers
Third-party provider security events affecting Clicki data
Incident Severity Levels
Severity 1 (Critical)
Confirmed data breach or PII exposure
Active unauthorized access to production systems
Major service outage affecting multiple customers
Severity 2 (High)
Suspected data exposure
Compromised credentials or systems with limited scope
Significant service degradation
Severity 3 (Medium)
Isolated system issues or minor security concerns
Non-critical service disruptions
Severity 4 (Low)
Informational events or low-risk anomalies
Roles and Responsibilities
Incident Lead
Coordinates response activities
Makes decisions on containment and escalation
Ensures documentation is completed
Engineering / Technical Team
Investigates root cause
Implements containment and remediation actions
Restores system functionality
Operations / Support
Communicates with affected customers as directed
Assists with identifying impact scope
Management
Approves external communications
Handles legal, contractual, or regulatory considerations
Incident Response Process
1. Detection and Reporting
Incidents may be detected through monitoring, alerts, logs, customer reports, or third-party notifications.
All personnel must report suspected incidents immediately through designated communication channels.
2. Triage and Classification
Assess the nature and scope of the incident
Assign severity level
Identify affected systems, data, and customers
3. Containment
Take immediate steps to limit impact:
Revoke or rotate compromised credentials
Restrict or disable access to affected systems
Isolate impacted services or infrastructure
Block malicious traffic or actors
4. Investigation
Analyze logs, metrics, and system behavior
Determine root cause and attack vector
Identify data accessed, modified, or exposed
Document timeline of events
5. Eradication and Remediation
Remove vulnerabilities or malicious artifacts
Apply patches or configuration changes
Strengthen controls to prevent recurrence
6. Recovery
Restore systems to normal operation
Validate system integrity and performance
Monitor for recurrence or abnormal activity
7. Communication
Internal communication:
Keep relevant stakeholders informed during the incident
External communication:
Notify affected customers when appropriate
Provide clear, accurate, and timely updates
Comply with contractual or legal notification requirements
8. Post-Incident Review
Conduct a post-mortem analysis
Identify root cause and contributing factors
Document lessons learned
Define and track corrective actions
Evidence and Logging
Preserve relevant logs and system data for investigation
Avoid altering or deleting evidence during an active incident
Maintain an audit trail of actions taken during response
Third-Party Incidents
If an incident originates from or involves a third-party provider:
Engage the provider immediately
Assess impact to Clicki systems and data
Coordinate response and communication as needed
Data Breach Considerations
For incidents involving potential exposure of personal or customer data:
Determine type and volume of data affected
Identify impacted customers or users
Evaluate notification obligations
Coordinate with legal or advisory resources if necessary
Testing and Training
Periodically review and update this plan
Conduct tabletop exercises or simulated incidents when feasible
Ensure personnel understand their roles and responsibilities
Enforcement
Failure to follow this plan may result in delays in response, increased impact, and potential disciplinary action.
Ownership and Review
This plan is owned by Clicki management and/or the designated security owner. It must be reviewed at least annually or after any major incident.