TABLE OF CONTENTS

• Definitions
• What would DiliTrust do in case of blocking issue?
  • Sollicitation by users
  • Detection by DiliTrust
• What would DiliTrust do in case of downtime?
  • Sollicitation by users
  • Incident detected by DiliTrust
  • Emails 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 Gap or deviation from the standard expected behavior of a feature. Anomaly most of the time are 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 Incident or Anomaly can be due to software bug-fixes/enhancements 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

Sollicitation by users

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

As explain in the article Contact DiliTrust Support team DiliTrust teams require the maximum of information in order to be efficient in the resolution.

This type of feedback could be related to connections issues related to 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?

Sollicitation by users

As soon as a downtime occurs, the maintenance page will be displayed. It might occur that users contact us before the email communication is sent by 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 displayed automatically as soon as the platform is down:

This page helps in providing:

• A DiliTrust contact link (The article Contact DiliTrust Support team)
• The link to the Status page where incidents and planned maintenances statuses. (If you want to have more details, read the article Status page)

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

The Customer Success team ensures to update the information on the status page to provide feedback on the ongoing actions/progresses with the highest frequency (as much as) possible.

Emails communications

In parallel of the Maintenance page + Status page, Customer Success team will communicate to impacted users as soon as possible by sending email notifications. These emails would be sent with the highest frequency (as much as) possible.