TABLE OF CONTENTS

• Definitions
• What would DiliTrust do in case of blocking issue?
  • Solicitation by users
  • Detection by DiliTrust
• What would DiliTrust do in case of downtime?
  • Solicitation by users
  • Incident detected by DiliTrust
  • Email communications

Definitions

An incident results from a non planned event that may cause or causes an interruption. Incidents most of the time are due to infrastructure issues. Security breach is a type of incident requiring DiliTrust Security team to contact your DPOs or relevant point of contact (RSSI, Incident Manager, Authorized Representatives, ...).

An anomaly is a gap or deviation from the standard expected behavior of a feature. Anomalies are most of the times due to our platform issues (migrated data, deliveries, …).

Assistance refers to blocking settings (permissions rights set by admins), users needing support in the usage of the tool, …

When referring to SAAS platforms, both incidents and anomalies can be due to software bug-fixes/enhancement deliveries.

What would DiliTrust do in case of blocking issue?

When a blocking issue occurs it can be detected first by:

• The platform users
• The DiliTrust teams

Solicitation by users

We invite users to contact the regional support team to report the issue (see the article Contact DiliTrust Support team).

As explained in the article Contact DiliTrust Support team, DiliTrust teams require as much information as possible to efficiently resolve the issue.

This type of feedback could be related to connections issues such as SSO configuration/certificate out of date, erroneous/not up to date content in the browser cache, TFA SMS not received, ... .

Detection by DiliTrust

The investigation phase is generally more efficient.

In both cases DiliTrust would follow the main steps: Issue detection, First qualification, ... based on the process described below:

What would DiliTrust do in case of downtime?

Solicitation by users

In the event of downtime, the maintenance page will be displayed. Users might contact us before receiving the email communication from DiliTrust. 

We invite users to contact the regional support team to report the issue (see the article Contact DiliTrust Support team).

Incident detected by DiliTrust

When an incident occurs with a DiliTrust platform, a maintenance page is automatically displayed as soon as the platform is down:

This page helps in providing:

• A DiliTrust contact link (see the article Contact DiliTrust Support team)
• A link to the Status page to find information on incidents and planned maintenances statuses. (For more details, read the article Status page)

The Status page allows to follow the availability of the DiliTrust platforms.

The Customer Success team ensures that the information on the Status page is updated frequently to provide feedback on ongoing actions and progress as often as possible.

Email communications

In addition to the Maintenance page + Status page, the Customer Success team will communicate with impacted users as soon as possible by sending email notifications. These emails will be sent as frequently as possible.