Access Now Helpline: Operational Documentation

Internal Policies

• Record Destruction
  • Physical documents
  • Storage devices
  • Digital data
• Record Retention
  • Backup Policy
  • Retention Policy
  • Data Breach Policy
• Nature of the cases
• Targets
• Concerning issues and trends
• Events published to CiviCERT’s MISP
• Helpline preventative efforts

Case Management

• How to report an incident
  • Instructions for users on how to contact the Helpline
    • Important recommendations
• Computer Security Events and Incidents Definition
  • Definition of Computer Security Incident for the CSIRT and Its Constituency
  • Criteria Used to Evaluate Event and Incident Reports
  • Incident Categories and Corresponding Priorities
    • Correlation and Combination of Reports, Events, and Incidents

Indices and tables

• Index

• Module Index

• Search Page