Incident Response
Responding Quickly and Responsibly When Security Matters
Financial services depend on trust, reliability, and resilience. While strong security measures are designed to reduce risks, unexpected situations can occur. Having a clear response process helps ensure that concerns are identified, assessed, and managed appropriately.
At Harbix, incident response focuses on protecting customers, maintaining service reliability, investigating concerns, and communicating clearly throughout the process.
Our Incident Response Approach
Effective incident management requires preparation, coordination, and timely action. Harbix’s approach is designed around four key principles:
Identify
Recognising potential security, operational, or payment-related concerns as early as possible.
Assess
Understanding the nature, impact, and urgency of the situation.
Respond
Taking appropriate action to protect customers, systems, and payment operations.
Recover
Restoring normal operations while reviewing improvements to strengthen future resilience.
Types of Incidents We May Address
Security and operational incidents can take different forms. Examples include:
- Suspicious account activity
- Suspected unauthorised access
- Payment-related concerns
- Technical service disruptions
- Information security concerns
- Operational issues affecting payment processing
Each situation is assessed based on its circumstances and potential impact.
Protecting Customers During an Incident
When a concern is identified, Harbix may take appropriate actions to help protect customers. Depending on the situation, actions may include:
- Reviewing relevant activity.
- Applying additional verification.
- Temporarily restricting certain actions.
- Investigating affected transactions.
- Communicating with impacted customers.
- Providing guidance on required next steps.
Protective measures are designed to balance customer protection with maintaining legitimate business operations.
Customer Reporting
Businesses should contact Harbix immediately if they notice:
- Unrecognised account activity.
- Suspicious payment requests.
- Unexpected account changes.
- Possible unauthorised access.
- Concerns regarding payment information.
Early reporting helps support faster investigation and appropriate action.
Information Required
To help us investigate efficiently, please provide:
- Business account information.
- Description of the issue.
- Date and time of the activity.
- Payment references.
- Supporting documents or communications.
- Details of any suspicious contact.
Communication During Incidents
Clear communication is essential during unexpected events. Where appropriate, Harbix aims to provide customers with updates regarding:
- The nature of the issue.
- Actions being taken.
- Any required customer steps.
- Resolution progress.
Service Continuity and Resilience
Businesses rely on payment services to operate effectively. Harbix maintains operational processes designed to support service reliability and continuity. These include considerations around:
- Operational monitoring.
- Response procedures.
- Recovery processes.
- Service improvement reviews.
Resilience requires ongoing evaluation and improvement.
Learning and Continuous Improvement
After an incident is addressed, reviewing what happened is an important part of strengthening future protection. Post-incident reviews may help identify:
- What occurred.
- How the response was managed.
- Opportunities for improvement.
- Additional measures that may strengthen security and resilience.
Continuous improvement is an essential part of maintaining a trusted payment environment.
Example: Suspicious Account Activity
A business notices an unexpected login attempt and contacts Harbix. The response process may include:
The objective is to respond quickly while protecting the customer's business operations.
Frequently Asked Questions
What should I do if I suspect my account has been compromised?▼
Contact Harbix immediately through official support channels and avoid taking further action that could increase risk.
Will Harbix contact customers during an incident?▼
Where appropriate, Harbix may contact affected customers with relevant information and guidance.
Will every incident affect customers?▼
No. Incidents vary significantly in nature and impact. Many security events can be contained through appropriate response measures.
How does Harbix improve after an incident?▼
Lessons learned from incidents may be used to strengthen processes, improve controls, and enhance operational resilience.