How Our Security Team and Partners Delivered When It Mattered Most

In any organization, a security incident is one of the most stressful situations you can face. It demands focus, precision, and clarity under pressure. Recently, we encountered such a challenge due to an unexpected issue in a new release of the SaaS service we use for backups. While the incident itself was an unwelcome surprise, what stood out was how our team and partners responded—showing that preparation, collaboration, and expertise make all the difference.

A Stress Test for Our Systems‍

The root cause of the incident stemmed from a flaw in a recent update of our backup provider’s service. While no one likes to experience an issue like this, it was a powerful reminder of the importance of robust security systems, clear processes, and strong communication. This is the very thing with an ISMS in place that supports our ISO27000/ISO27001 certification and our SOC2 processes, you are not done. It’s just the beginning. It’s not only a matter of preventing security and privacy issues, it’s ultimately how you are able to deal with them.

When something bad happens, on of the first things we do in our incident management process is create a ticket for our security and privacy team. And that’s when they stepped up and started tracking our very moves. They were everywhere we needed them to be: analyzing the situation, guiding decisions, and ensuring we remained 100% focused on the details that matter. In high-pressure moments, when you’re immersed in resolving an issue, it’s easy to miss blind spots. But that’s where they shine. They ask the tough questions, challenge assumptions, and ensure nothing is overlooked—from technical processes to messaging to internal updates. Their calm and thorough approach gave us confidence that the situation was under control.

Recognizing Our Partner: Hycu

‍We also want to highlight the exceptional support we received from Hycu, our backup solution provider. Their team worked closely with us throughout the incident, providing transparent communication, timely updates, and a detailed root cause analysis that helped us understand exactly what went wrong and how to prevent similar issues in the future.

Having a strong, reliable partner like Hycu made all the difference. Their responsiveness and professionalism reaffirmed why we chose them as a critical part of our infrastructure.

Closing Thoughts‍

Every incident is an opportunity to learn and improve. We’re grateful for the resilience, expertise, and teamwork that turned a stressful event into a learning experience. This incident reinforced the importance of preparation, clear communication, and strong partnerships.

To our security team and the Hycu team: thank you for being there when it mattered most.

To Our Customers

‍This is how we deal with unexpected situations. When you ask about our processes in your security questionnaires, this is what we mean. We believe in full transparency, unwavering focus on the details, and collaborating with the right people to resolve issues swiftly and thoroughly. Your trust matters to us, and we’re committed to proving it, every single day.

Want to learn more about how we handle security? Visit our Trust Center for insights into our processes and commitment to protecting your data.