How incidents are handled
Reporting
All Vergo personnel are trained to report a suspected security incident as soon as it's identified, and no later than 24 hours after discovery.
Investigation
A designated incident manager conducts a preliminary investigation within 48 hours of a report to confirm the incident and assess its severity.
Severity-based response
Incidents are classified by severity, which determines the urgency and scope of the response.
Containment and resolution
The response team takes the necessary steps to contain the issue, preserve evidence for investigation, and restore normal operations.
Communication
For incidents that affect customers, Vergo follows a defined communication plan to notify those affected in a timely manner.
Post-incident review
After resolution, Vergo conducts a review to identify root cause and any process improvements, so lessons learned are incorporated going forward.
This plan is reviewed and tested on a regular basis to help ensure Vergo's team is prepared to respond effectively.