Emergency playbook
An emergency playbook is a structured guide designed to help organizations efficiently manage and respond to critical incidents. This includes unexpected disruptions, security breaches, natural disasters, or other emergencies. A well-prepared playbook ensures a quick and effective response to mitigate damage and restore normal operations.
Introduction
Purpose
The purpose of this playbook is to provide a clear, actionable plan for responding to emergencies. It outlines roles, responsibilities, and procedures to ensure a coordinated and efficient response.
Emergency Response Team (ERT)
Roles and Responsibilities
Define the key roles within the Emergency Response Team and their responsibilities:
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Incident Manager: Coordinates the overall response, maintains communication with stakeholders.
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Technical Lead: Assesses the technical impact and coordinates recovery efforts.
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Communications Lead: Manages internal and external communications.
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Security Lead: Handles security-related issues and ensures data integrity.
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Support Lead: Coordinates user support and communication.
| Role | Responsibilities |
|---|---|
Incident Manager |
- Initiates the response plan Coordinates with all team members Provides status updates to leadership |
Technical Lead |
- Assesses the technical impact Guides the technical recovery process Coordinates with third-party vendors if needed |
Communications Lead |
- Drafts communication for internal and external stakeholders Manages media inquiries Maintains communication logs |
Security Lead |
- Investigates and mitigates security threats Ensures data protection measures are in place Coordinates with law enforcement if needed |
Support Lead |
- Provides support to end-users Manages support tickets related to the incident Ensures resolution of user issues |
Incident Categories
System Failures
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Identify the failure: Determine if the issue is with hardware, software, network, or services.
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Assess impact: Evaluate the extent and severity of the failure on operations.
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Execute recovery plan: Follow documented steps to restore services.
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Communicate: Inform affected users and stakeholders about the issue and expected resolution time.
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Review and document: After resolution, review the incident, and document steps for future reference.
Cybersecurity Incidents
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Detection and Analysis: Investigate alerts, logs, and signs of breaches.
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Containment: Isolate affected systems to prevent further damage.
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Eradication: Remove malware, patch vulnerabilities, and ensure systems are free from threats.
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Recovery: Restore systems from backups, monitor for any unusual activity.
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Post-Incident Review: Conduct a review to learn from the incident, update policies and procedures as necessary.
Natural Disasters
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Ensure Safety: Prioritize human safety, follow evacuation and shelter protocols.
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Damage Assessment: Evaluate the impact on facilities and IT infrastructure.
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Invoke Disaster Recovery Plan: Execute the disaster recovery plan to restore operations.
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Communicate: Provide timely updates to employees, stakeholders, and customers.
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Post-Disaster Review: Assess the response, and identify improvements for future scenarios.
Physical Security Breaches
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Alert Authorities: Notify local law enforcement and security teams immediately.
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Evacuate and Secure: Ensure the safety of personnel and secure the premises.
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Investigate: Work with authorities to investigate the breach.
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Review Security Measures: Enhance physical security protocols to prevent future incidents.
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Communicate: Keep stakeholders informed about the breach and steps taken.
Health Emergencies
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Medical Response: Ensure the affected individual(s) receive necessary medical attention.
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Isolation and Containment: Limit exposure to others if the emergency involves a contagious illness.
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Sanitation: Clean and sanitize affected areas.
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Communicate: Inform employees and, if necessary, public health authorities.
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Review Policies: Update emergency health protocols based on the incident.
Communication Plan
Internal Communication
Establish clear and timely communication with employees: - Email Alerts: Send detailed updates about the incident and response measures. - Meetings: Conduct regular briefings to keep all team members informed. - Emergency Hotlines: Provide contact numbers for immediate assistance and information.
External Communication
Manage external communications with customers, partners, and media: - Press Releases: Draft statements for media inquiries. - Customer Notifications: Inform customers about any impact on services and steps being taken. - Social Media: Use official social media channels for updates and responses.