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Best Practices for SaaS-Based Incident Response

SaaS

An enterprise incident management process is crucial to maintaining a healthy IT ecosystem and infrastructure. A SaaS organization will almost certainly experience a security incident at some point in its lifetime. As security continues to evolve, the “when” of a security breach gets closer and closer every day.

Nowadays, many businesses rely heavily on cloud-based applications (SaaS) to improve their core business processes. Applications that offer rich data, such as employee information, client and supplier information, financial and business data, are considered high-value targets by threat actors. This is why it’s imperative to develop a strong Incident Response Plan before a threat hits, so you can respond quickly and effectively.

When using the Software as a Service (SaaS) delivery model, the customer is responsible for the security of the data, endpoints, accounts, access, and sometimes identity, while the cloud service provider is responsible for all other components.

From the standpoint of incident response, companies using SaaS applications should develop an incident response strategy to detect, monitor, and respond to cybersecurity incidents affecting the various components.

Moreover, SaaS companies should evaluate their cloud service providers’ capabilities to deal with cybersecurity incidents within their responsibilities and develop a process for doing so.

In this post, we’ll walk you through the best practices for SaaS-based incident response so you’ll be prepared when an incident occurs, reducing disruption, damage, recovery time, and costs.

Define the incident process

The SaaS organizations cannot anticipate every incident that may occur in the future. However, one can make sure they are prepared for any incident assessing the possibilities. Hence, you should ensure you have a procedure for handling incidents as they occur.

Incident response teams will be able to resolve incidents faster, reduce revenue losses, improve internal and external communication, and promote continuous improvement. Also, the team can address incidents more confidently and rapidly with a response plan.

Assess impact and prioritize risks

It is essential to act immediately when you detect any incident. The ability to assess impact quickly and prioritize risks is also very important. Make sure that you communicate effectively with all members of your team during a crisis and each one is aware of their responsibilities. Take the necessary actions once you prioritize the risks.

Implement key monitoring systems as well as escalation and diagnosis processes to prioritize risks. Establishing priorities and severity levels ahead of time allows incident managers to ensure that they can quickly assess and make decisions on the fly.

Know your compliance responsibilities

It is important to know your reporting obligations and take regulatory frameworks into account. A large number of SaaS companies are subject to the General Data Protection Regulation (GDPR). During setting up your response plan, you should remember that you will need to notify any breaches to the data subject or the supervisory authority within 72 hours.

In addition to SOC 2 and ISO/IEC 27001, SaaS companies also need to adhere to specific industry-specific regulations. Depending on the compliance framework that your organization follows, you might need to make adjustments to the Incident Response Plan as you draft it.

Invest in the right tools

SaaS infrastructure is complex and huge, it consists of many parts to monitor and track. Therefore, investing in the appropriate tools is essential for supporting incident management.

Zapoj offers integrated incident management software solutions to offer alert prioritization, on-call schedule, team collaboration, automated analytics, and reporting which allows you to have a 360-degree view of your company’s incident response process. While saving time and resources, the system helps you perform promptly during IT incidents. This includes anything that wastes your valuable time. Automation allows you to remove extraneous noise and let people focus on more important tasks.

Train your stakeholders

As you develop your incident response plan and strategy, include both internal and external stakeholders. Document the roles and tasks that each stakeholder will have in handling an incident including technical, security, and operations. What are the ways it impacts business leadership and the customer?

Make sure that new members of the team, as well as existing stakeholder groups, receive regular training. A clear outline should be provided, ensuring that all stakeholders are familiar with processes and roles, and identifying any gaps in detection, response, and incident containment.

Create Communication Plan

Effective incident response requires effective communication. Therefore, try to communicate as much as possible. In case of a security incident, each member of the incident response team should be aware of his/her duties and responsibilities.

For communication with a large group, you can even set up a status page to track updates. Since there are so many moving parts to a security incident, communication is essential in helping to resolve it as quickly as possible.

Host a postmortem

Postmortems should be conducted after each incident. Continuous improvement is important for SaaS incident response. To understand what went wrong after each incident, what steps were taken to fix it, and what the results were, track and analyze incidents through a central database. By evaluating incidents over time, you can identify patterns and weak points in your infrastructure that need to be addressed, so you can react more effectively in the future.

Automate and optimize

Ensure you have a solid security process and incident response plan. Automate whenever possible. An automated alert system allows you to focus on the most critical threats by organizing alerts. Additionally, this prevents alert fatigue and ensures that alerts are not missed.

After you streamline and automate security processes, you can conduct a response audit to determine how alerts are handled so that your SaaS organization follows the right incident response process. You need to optimize your security processes regularly to stay ahead of threats, and this shouldn’t be seen as a one-time activity.

How Zapoj can transform your Incident Response Process?

Zapoj is a versatile incident response management software that has collaborative features that help SaaS companies and incident teams visualize and follow an effective process. Enabling SaaS-based solutions to restore uptime faster.

Zapoj’s IT incident response platform was designed considering fully integrated approaches and best practices that allow the business to manage the incident from a centralized accessible cloud-based application. Additionally, you can seamlessly integrate with your existing application that is used by your incident teams. Sign up today or request a demo to optimize your incident management process and minimize downtime costs.

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