Optizio Policy Documents

Optizio Incident Response Plan

Introduction

This Incident Response Plan (IRP) provides a structured approach for Optizio to detect, manage, and recover from cybersecurity incidents affecting its Shopify apps. The plan ensures business continuity, minimizes damage, and supports compliance with legal and contractual obligations.

Scope

This plan applies to all Optizio systems, applications, and data, including those managed by employees, contractors, and third parties. It covers incidents such as data breaches, ransomware, service outages, and unauthorized access.

1. Objectives

• Rapidly identify and contain security incidents.
• Minimize operational, reputational, and financial impact.
• Ensure timely communication with stakeholders and regulatory bodies.
• Learn from incidents to strengthen future security posture.

2. Roles and Responsibilities

Role	Responsibilities
Incident Response Lead	Coordinates response, makes key decisions, and communicates with stakeholders.
Engineering	Investigates, contains, and remediates technical issues.
Management	Approves major actions, oversees communication, and ensures resource allocation.
Communications Lead	Manages internal and external communications, including customer notifications.
Legal/Compliance	Advises on regulatory requirements and reporting obligations.

3. Incident Response Process

3.1 Preparation

• Maintain up-to-date contact lists for all response team members.
• Train staff on incident reporting and response procedures.
• Ensure logging, monitoring, and alerting are enabled for all critical systems.

• Regularly test and review the incident response plan.

  3.2 Identification

• Detect potential incidents via automated alerts, user reports, or third-party notifications.
• Log all suspected incidents with time, source, and description.

• Assess and classify the severity (e.g., critical, high, medium, low).

  3.3 Containment

• Isolate affected systems to prevent further spread (e.g., disable accounts, take systems offline).
• Preserve evidence for forensic analysis (e.g., logs, snapshots).

• Engage Cloudflare support if the incident involves their infrastructure.

  3.4 Eradication

• Identify and remove the root cause (e.g., malware, compromised credentials).
• Patch vulnerabilities and update configurations as needed.

• Validate that all threats have been eliminated before restoring systems.

  3.5 Recovery

• Restore systems and data from secure backups, verifying integrity before bringing them online.
• Monitor systems for signs of reinfection or further compromise.

• Resume normal operations once systems are confirmed secure.

  3.6 Post-Incident Review

• Document the incident timeline, actions taken, and impact.
• Conduct a debrief with all involved parties to identify lessons learned.
• Update policies, controls, and training based on findings.
• Report to regulatory authorities and affected customers as required by law.

4. Communication Plan

• Notify management and key stakeholders immediately upon confirmation of a significant incident.
• Communicate with affected customers promptly, providing clear information on the nature of the incident, data affected, and steps taken.
• Use pre-approved templates for customer and regulatory notifications.
• Maintain detailed records of all communications for compliance and audit purposes.

5. Integration with Cloudflare and Shopify

• Follow Cloudflare’s incident management procedures for incidents involving their services, including contacting Cloudflare support for security or privacy incidents.
• Adhere to Shopify’s incident reporting and notification requirements for app-related incidents.
• Ensure all third-party service limitations and escalation paths are documented and understood.

6. Policy Review

Review and update this plan annually or after any major incident or significant change in business operations, technology, or regulations.