What evidence do auditors commonly ask for on 12.9.2 TPSP support for customer information requests?

Procedure for handling customer compliance information requests; Customer-facing responsibility matrix per service; Current AOC or other compliance evidence available to customers; Log of customer requests and responses.

What is the most common gap auditors find on 12.9.2?

Responsibility matrix not available for all services

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

`12.9.2` TPSP support for customer information requests

Service providers only: TPSPs must support customer requests for information they need under Requirement 12.8.4 and Requirement 12.8.5, supplying, on request: PCI DSS compliance status information (12.8.4); and information on which requirements are the TPSP's responsibility, which are the customer's, and any shared responsibilities (12.8.5), for every service that meets a requirement for customers or can influence how well the cardholder data or sensitive authentication data of customers is protected. Applicability: applies only when the assessed entity is a service provider. Customized approach objective: TPSPs supply information as needed to back customers' compliance efforts.

Source: PCI DSS v4.0.1, 12.9.2. 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.

artefacts

held by a system

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

Log of customer requests and responses · SIEM / log platform

periodic reviewEvidence produced at each review

Current AOC or other compliance evidence available to customers · Document repository

governing documentDocuments that govern the control

Procedure for handling customer compliance information requests · Policy repository / GRC workspace
Customer-facing responsibility matrix per service · Policy repository / GRC workspace

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

Responsibility matrix not available for all services
AOC scope does not cover services customers use
No defined owner or timeframe for customer requests

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

12.9.1 TPSP written acknowledgments to customers · 12.10.1 Incident response plan ready for activation