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DORA Incident Response Playbook

Version: 1.0 – January 5, 2026
Product: Performance Store
Vendor: So Sequel ApS
Purpose: Support the customer’s DORA incident handling

1. Scope

This playbook covers incidents where:

  • Performance Store is directly or indirectly involved
  • The customer requires technical input for DORA reporting

The playbook does not change the customer’s responsibility for operations or reporting.

2. Incident Types (Examples)

  • Unauthorized access to Performance Store
  • Unexpected changes in Performance Store configuration
  • Data integrity issues
  • Errors in Performance Store affecting monitoring/auditing

3. Classification (Vendor’s Perspective)

So Sequel ApS classifies incidents technically and provides input to the customer, including:

  • affected components
  • type of incident (security / availability / integrity)
  • scope and timeline
  • preliminary root cause

Final DORA classification is performed by the customer.

4. Deliverables to the Customer

In the event of an incident, So Sequel ApS can provide:

  • relevant audit logs
  • configuration changes
  • technical root-cause analysis (if possible)
  • data to support the customer’s materiality assessment (cf. DORA criteria)
  • recommended remedial actions
  • documentation for use in Initial, Intermediate, and Final DORA reporting

5. Support Timelines

So Sequel ApS gives highest priority to incidents affecting the customer’s DORA compliance and provides technical assistance within the timeframes necessary for the customer to comply with statutory reporting deadlines (e.g., support for the Initial Report within 8-48 hours).

Severity levels and response times:

  • Critical (P1): Response within 8 hours, business hours
  • High (P2): Response within 12 hours, business hours
  • Medium (P3): Response within 24 hours
  • Low (P4): Response within 48 hours

6. Communication & Escalation

  • Primary contact: Lars Hove Goswami-Christiansen (support@sosequel.com, +45 31 13 12 10)
  • Escalation: as per contract
  • Communication occurs via secure, agreed-upon channels

7. Testing and Exercises

  • The playbook can be used in the customer’s tabletop exercises
  • So Sequel ApS can participate as a technical vendor as needed
  • Annual review: The playbook is revised annually or after a significant incident

8. “Lessons Learned” (Post-incident)

Following an incident, So Sequel ApS participates in a “Post-Incident Review” with the customer to identify improvements in the software or configuration that can prevent recurrences.

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