Customer security incidents can happen many different ways: from a lost or stolen device, ransomware attack or a data breach notification from a trusted third party. Frequently, the first point of contact will be the IT service provider’s or MSP’s customer facing helpdesk or onsite resource - the “something’s wrong” call can happen at any time.
For the IT service provider and MSP front-line staff the pressure to follow the right process can be considerable, especially when the customer is in near hysterics. Just like police or fire paramedics responding to a call, information needs to be rapidly acquired, documented and an assessment made as to the appropriate response. Over-reaction can cause additional stress and a misallocation of resources. Under-reaction, and the IT service provider’s or MSP’s staff may be accused of “not caring” about the customer. In most cases, the front-line staff have a short period of time to determine the right course of action.Read More