Incident Response Policy

The policy ensures that incidents are handled in a consistent, transparent and time-bound manner, with the primary objectives of:

• Protecting client data, accounts and business continuity.
• Minimizing impact and recovery time.
• Communicating clearly with affected clients.
• Preventing recurrence through structured root-cause analysis.

An incident is any event that disrupts, threatens or may threaten the confidentiality, integrity or availability of services, systems or data managed by APEX ECOM SOLUTION. Examples include:

• Unauthorized access or suspected compromise of a marketplace sub-user account or internal system.
• Accidental disclosure or loss of client data.
• Erroneous bulk catalog upload, price change or advertising change causing material business impact.
• Marketplace-side account suspension, listing suppression or policy violation alert affecting a managed client.
• Phishing, malware or social-engineering attempts targeting APEX personnel.
• Service outage of a critical tool or vendor that disrupts client servicing.

All employees, contractors and account managers are required to report any suspected incident immediately to the APEX leadership at info.apexecomsolution@gmail.com or via internal escalation channels.

Clients may also report a suspected incident to the same address; we acknowledge such reports within one (1) business day.

Each incident is classified by severity:

• Critical — confirmed compromise of a client account or material data exposure; immediate containment required.
• High — significant operational disruption or near-miss security event affecting one or more clients.
• Medium — limited impact, contained to a single workflow or single client.
• Low — minor errors corrected within standard processes.

Our standard response workflow includes:

• Triage — confirm the incident, assess scope and assign severity.
• Containment — revoke access, rotate credentials, pause ads, halt uploads or take other actions to limit impact.
• Investigation — collect logs, trace timeline, identify the root cause and assess whether data or accounts were affected.
• Recovery — restore normal operations through corrective uploads, account appeals or reinstated access.
• Closure & lessons learned — document the incident, share takeaways internally and update procedures.

For critical and high-severity incidents affecting a specific client, APEX ECOM SOLUTION will:

• Notify the client's designated point of contact promptly upon confirmation.
• Share a description of the incident, the impact assessed at that point and the immediate actions being taken.
• Provide a written incident summary after closure, including root cause and preventive measures.

Where the incident triggers a regulatory or marketplace reporting requirement, we will support the client's required reporting and disclosure obligations.

To minimize incidents, APEX ECOM SOLUTION maintains controls such as:

• Multi-factor authentication on internal systems and marketplace panels where supported.
• Strict access provisioning and de-provisioning when team members onboard or exit.
• Periodic awareness training on phishing, social engineering and safe data handling.
• Reviewed standard operating procedures for high-impact actions such as bulk uploads and budget changes.
• Maker-checker review for actions above defined risk thresholds.

Post-incident learnings feed back into our risk register, training plans, SOPs and tooling. This Incident Response Policy is reviewed at least once every twelve (12) months and updated whenever a material change occurs.

To report an incident or ask questions about this policy, contact:

APEX ECOM SOLUTION
Email: info.apexecomsolution@gmail.com
Phone / WhatsApp: +91 6207046505