Incident response

An incident is any event that impacts the confidentiality, integrity, or availability of the Services. This page describes how we run incident response — from detection to resolution to notification — so you know what to expect if something goes wrong.

Detection

• Continuous monitoring of authentication, privilege escalation, data-access anomalies, and infrastructure health.
• Alerts routed to a 24/7 on-call rotation.
• Customer reports to security@opendoors.ai are triaged immediately.

Severity levels

Response process

1. Detect — alert fires or report received.
2. Triage — on-call engineer assesses scope and severity.
3. Contain — isolate affected systems; rotate credentials if needed.
4. Eradicate — remove the root cause.
5. Recover — restore service with verification.
6. Communicate — keep customers informed through the status page and direct outreach for affected workspaces.
7. Learn — post-incident review and action items within 5 business days for P1.

Personal data breaches

Where an incident meets the threshold of a personal data breach under the GDPR, UK GDPR, UAE PDPL, or equivalent law, we notify you without undue delay — and, as a processor, assist you with your own notification obligations to regulators and data subjects. For regulators where Open Doors is the controller, we meet the statutory deadline (72 hours under GDPR/UK GDPR; equivalent under PDPL).

Status and postmortems

The status page is the authoritative source for ongoing incidents. For P1 events, we publish a public postmortem within five business days describing timeline, root cause, impact, and remediation.