OPS-21 Involvement of Cloud Customers in the Event of Incidents
Keep affected cloud customers informed at regular intervals on the status of incidents concerning them, involve them in resolution where appropriate and necessary, and tell them what action was taken once the incident is
4
artefacts
0
held by a system
0
at each review
hard
to go live
Document repository
where the evidence lives
teal = a system already holds it · olive = produced at each review
system holds itEvidence a system already holds
none for this control
periodic reviewEvidence produced at each review
none for this control
governing documentDocuments that govern the control
- Notification timeline for a sampled incident showing each update issued to the customer · Document repository
- Contractual communication commitments listing notification intervals and channels · Policy repository / GRC workspace
- Status page history or portal notices published for the same incident · Document repository
- Closure notice describing the actions taken and any customer follow up required · Policy repository / GRC workspace
First move
This control is evidenced by people and documents, not systems. Put the document under version control with an owner and review date, and log each review as a record with reviewer and date. Do not try to automate it.
Common gaps auditors find
- Customers told at the start and at closure with nothing in between during a long incident
- Only the technical contact notified while the contractual escalation contact is missed
- Closure message omits what was actually done, leaving the customer nothing to act on
- Notification intervals promised in the contract absent from the incident procedure
Do this for your whole sheet
Paste the rows you run your controls from and get this mapping for every control at once, with the periodic-review ones flagged and a first move per row. No account for the first run.
Build my evidence sheetOPS-20 Managing Vulnerabilities, Malfunctions and Errors - Measurements, Analyses and Assessments of Procedures · OPS-22 Testing and Documentation of known Vulnerabilities