EvidenceSheet
PCI DSS v4.0.1 · Req 12: Information Security Policies

12.10.3 Incident response personnel available 24/7

The entity must name specific personnel who are reachable around the clock (24/7) to handle any suspected or confirmed security incident. The guidance explains this is often arranged through a response team working a rotating schedule, made up of permanently assigned core members and on-demand specialists called in according to their expertise and the nature of the incident, so that someone trained and familiar with the plan is always on hand. Customized approach objective: incidents receive an immediate response where appropriate.

Source: PCI DSS v4.0.1, 12.10.3. The statement above is our statement of the clause, read from the published text and cited so you can check it against the official text, not the instrument verbatim. Open PCI DSS v4.0.1 in the compliance library.

Version 4.0.1 is the active version; 4.0 has been retired. Appendix A1 applies only to multi-tenant service providers, A2 only to card-present POS POI terminals that still use SSL or early TLS, and A3 only when a payment brand or acquirer requires it. Which requirements apply to you follows your validation type.

4
artefacts
1
held by a system
0
at each review
moderate
to go live
SIEM / log platform
where the evidence lives
teal = a system already holds it · olive = produced at each review. To go live: easy when half or more of the artefacts are already held by a system, moderate from a quarter to a half, hard below a quarter.

These are the artefacts auditors commonly ask for on this requirement, our guidance rather than text from the standard. Your assessor decides what is sufficient in your context, and asks for samples across the period when a report covers one.

system holds itEvidence a system already holds

  • Paging or alerting system records · SIEM / log platform

periodic reviewEvidence produced at each review

none for this control

governing documentDocuments that govern the control

  • On-call rota or roster covering all hours · Document repository
  • Incident response team membership list · Document repository
  • Escalation contact tree · Document repository

First move

Start with the 1 of 4 artefacts that already live in a system (SIEM / log platform); keep the periodic reviews but log each one as a dated record with a named reviewer.

Common gaps auditors find

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 sheet

12.10.2 Annual review and testing of the incident response plan · 12.10.4 Periodic training for incident response personnel