Incident & Change Management (Helpion by LeSoft)
Incident Reporting & Response
LeSoft operates a structured Incident Management Framework for Helpion to ensure swift detection, reporting, and resolution of operational and security incidents:
- Reporting Channels: Customers can report security/privacy incidents to website–. Reported incidents are prioritized, triaged, and handled with urgency.
- User Notifications: Affected customers are notified via their registered admin email. Broader communications (e.g., non-user-specific platform issues) are published on our status page, forums, and social media.
- Evidence Support: On request, LeSoft will provide application logs, audit trails, and relevant forensic details related to reported incidents.
- Preventive Controls: Post-incident, root cause analysis is performed and corrective actions are implemented to prevent recurrence.
Breach Notification
In the event of a data breach:
- As a data controller, LeSoft will notify the UK Information Commissioner’s Office (ICO) and affected individuals within 72 hours, in compliance with the UK GDPR.
- As a data processor, we will inform the respective data controller without undue delay.
Change Management
LeSoft ensures all changes to Helpion systems go through a controlled change lifecycle:
- Change Classification: All changes are categorized (e.g., emergency, standard, or major) and undergo risk assessment.
- Review & Testing: Significant changes are subject to impact analysis, stakeholder approval, and pre-deployment testing.
- Auditability: Every change is documented and tracked with timestamps, responsible parties, and rollback plans where applicable.
This ensures platform stability, compliance, and minimal user disruption.
For further details or to report an issue, please contact our compliance team at:
📧 [email protected]