Security and Service Incident Communication Procedure
How material incidents are assessed and communicated.
Last reviewed: 23 July 2026
Triage and containment
Reports and monitoring signals are triaged for scope, severity and customer impact. Response may include isolating affected functions, revoking sessions or credentials, pausing risky writes and preserving evidence.
Customer communication
For a material incident, we aim to provide clear information about affected functions, known impact, available workarounds and recovery progress without publishing details that increase security risk.
Personal-data breaches
Where EVCV Limited acts as controller, it assesses regulatory and individual notification duties. Where it acts as processor, it notifies the relevant customer controller without undue delay after becoming aware of a qualifying personal-data breach, subject to the applicable contract.
Review
Material incidents receive a proportionate post-incident review covering cause, control effectiveness, recovery and corrective actions.