Customer Breach Support

When encountering a breach, organisations must move swiftly to communicate and engage with affected stakeholders and customers, providing the right level of support to minimise their concerns, answer questions and alleviate fear.

There are two core components to our CBS service:

• Pre-breach: our Reserved Response programme is a specialist pre-breach readiness component, which documents and exercises all critical elements of your breach response playbook in advance of an incident, enabling us to mobilise a response within 72-hours.
• Post-breach: In the event of a data breach we can notify, support, and protect your affected end customer or employees and their identities, with the objective of mitigating operational, reputational, and financial risks.

Becoming a Reserved Response client gives you access to the capability and capacity to mount an effective breach response. A specialised Deloitte team helps your organisation with planning and preparation, while our Operational Hub establishes infrastructure, capacity, and breach response procedures, including:

• Breach readiness - We undertake sessions to understand your organisation and the requirements to respond effectively to an incident. We work with you to complete an incident playbook that will serve as a critical document during a breach; containing pre-agreed decisions, templates and processes to expedite the response.
• Desktop exercises and drills - We regularly test end-to-end breach processes, from response activation and message development, through to call centre support.
• Guaranteed SLAs - Contractual agreements that specify timely outreach and customer contact capacity required for your customer base. We can mobilise in as little as 3-days.
• Scaled capacity and technology - Cloud-based telephony and workflow will be scaled and configured, in addition to outbound e-mail authentication protocols. 

Once onboarded, your organisation can depend upon Deloitte’s expertise, infrastructure, capacity, skills, and logistical reach for swift and effective response to a customer breach on any scale.