Standard Operating Procedure (SOP): Crisis Management

For: YourData365
Domain: M365 Backup & Compliance
Tagline: Own your M365 outcomes
Effective Date: [DATE]

Purpose

This SOP establishes a structured and actionable framework for identifying, responding to, and managing crises that may impact YourData365's ability to deliver M365 Backup & Compliance services. The document ensures rapid containment, effective communication, and minimal disruption to clients while safeguarding the company’s reputation and compliance obligations.

Scope

This SOP applies to all employees, contractors, and third-party vendors involved in YourData365’s operations. It covers crises related to:
1. Service Outages (e.g., backup failures, data restoration delays).
2. Compliance Breaches (e.g., GDPR, HIPAA violations).
3. Cybersecurity Incidents (e.g., ransomware, unauthorized access).
4. Reputational Risks (e.g., negative media coverage, client escalations).
5. Operational Disruptions (e.g., natural disasters, internal system failures).

Crisis Classification Matrix

Communication Chain of Command

1. Incident Reporter
   - Any employee, contractor, or automated monitoring system identifying a potential crisis.
   - Tools: Microsoft Sentinel, Veeam Backup Monitoring, Compliance Manager alerts.

2. Incident Manager
   - Responsible for initial assessment and escalation.
   - Assigned by the Operations Lead.

3. Crisis Response Team (CRT)
   - Team Members:

   • Operations Lead: Oversees technical response.
   • Compliance Officer: Handles regulatory and legal implications.
   • Client Success Manager: Manages client communication.
   • PR/Marketing Lead: Manages external communications.
   • Contact Protocol: CRT members must be reachable via Teams, mobile, and email.

4. Executive Oversight
   - CEO or COO provides final approvals for high-severity responses (Levels 3 and 4).

Initial Response Procedures by Crisis Type

1. Service Outages

• Step 1: Incident Reporter logs the issue in the ServiceNow ticketing system.
• Step 2: Incident Manager assesses scope and severity using the classification matrix.
• Step 3: Notify affected clients via automated email templates (see below).
• Step 4: Operations Lead initiates root cause analysis (RCA) and assigns resolution tasks.
• Step 5: Provide hourly updates to clients for Level 3/4 incidents.

2. Compliance Breaches

• Step 1: Compliance Manager reviews the flagged incident in Compliance Manager or Purview.
• Step 2: Notify legal counsel and regulatory authorities if required (e.g., GDPR mandates notification within 72 hours).
• Step 3: Suspend affected processes to prevent further violations.
• Step 4: Draft and send client notifications (see templates).

3. Cybersecurity Incidents

• Step 1: Activate incident response plan via Microsoft Sentinel.
• Step 2: Isolate affected systems (e.g., disable compromised accounts, block IPs).
• Step 3: Notify CRT and initiate forensic investigation.
• Step 4: Engage external cybersecurity consultants if required (budget: $10,000–$25,000).

4. Reputational Risks

• Step 1: PR/Marketing Lead drafts a holding statement for media inquiries.
• Step 2: Monitor social media and news outlets for sentiment analysis.
• Step 3: CEO approves all external communications.

5. Operational Disruptions

• Step 1: Activate business continuity plan (BCP).
• Step 2: Relocate critical operations to backup sites if necessary.
• Step 3: Notify clients of potential delays and provide estimated resolution times.

Stakeholder Notification Templates

Client Notification (Service Outage)

Subject: Service Update: Backup Delay Notification
Dear [CLIENT_NAME],
We are writing to inform you of a temporary delay affecting your M365 backup services. Our team is actively working to resolve the issue and expects resolution by [TIME]. We will provide updates every [TIMEFRAME].
Thank you for your understanding.
Sincerely,
[REPRESENTATIVE_NAME]
YourData365

Regulatory Notification (Compliance Breach)

Subject: Data Breach Notification – [Compliance Framework]
To Whom It May Concern,
We have identified a potential compliance breach involving [DESCRIPTION]. We are conducting a full investigation and will provide updates within [TIMEFRAME].
Sincerely,
[REPRESENTATIVE_NAME]
Compliance Officer, YourData365

Media Response Guidelines

1. Holding Statement
   - “YourData365 is aware of the issue and is actively addressing it. We are committed to transparency and will provide updates as more information becomes available.”

2. Approval Process
   - All media responses must be approved by the CEO and PR/Marketing Lead.

3. Prohibited Actions
   - Do not speculate on causes or impacts.
   - Do not disclose client-specific details without prior consent.

Business Continuity Activation Triggers

1. Service Outage exceeding 12 hours.
2. Confirmed Compliance Breach requiring regulatory notification.
3. Cybersecurity Incident with ongoing data exfiltration.
4. Operational Disruption affecting >50% of workforce or infrastructure.

Post-Crisis Review Process

1. Incident Debrief
   - Conduct within 48 hours of crisis resolution.
   - Participants: CRT, Incident Manager, and relevant stakeholders.

2. Root Cause Analysis (RCA)
   - Document findings in the RCA template.
   - Identify process gaps and recommend corrective actions.

3. Client Feedback
   - Survey affected clients to assess satisfaction with crisis handling.

4. Action Plan
   - Assign owners and deadlines for implementing corrective actions.

Crisis Simulation/Drill Schedule

Metrics and Review Cadence

1. Key Metrics
   - Average response time by severity level.
   - Client satisfaction score post-crisis (target: >90%).
   - Number of compliance breaches reported annually (target: 0).

2. Review Cadence
   - Monthly CRT meetings to review incidents and trends.
   - Annual SOP review and update.

This SOP is designed to ensure YourData365 can effectively manage crises while maintaining client trust, regulatory compliance, and operational integrity.