Category+3+Data+Breach+Services.pdf

SECTION 5 TECHNICAL RESPONSE REQUIREMENTS

STATE OF IDAHO | JUNE 8, 2020

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MGT BREACH COACH SERVICES

B.6.1 Service Initiation/Customer Service/Breach Response Specialists

B.6.1.1 Orders. MGT will maintain the ability to provide all services available under this Category throughout the entire Master Agreement term, including all renewals. The Purchasing Entity will work with MGT to develop a Statement of Work for each Order. A Purchasing Entity may elect to use a limited selection of services rather than all services available under this Category. The Purchasing Entity may amend any Order to add or remove services as the actual scope is determined.

B.6.1.2 The Statement of Work must include a detailed task list, deliverables, timeframes, estimated level of effort and staffing levels for the specific services.

B.6.1.3 If the service is to be performed on-site, travel costs will be reimbursed in accordance with the Purchasing Entity’s travel policy, which will be included with the Order.

B.6.1.4 MGT will provide timely response to a Purchasing Entity’s request for services. MGT will maintain an active, monitored email account for priority or urgent communications.

B.6.1.5 After initial request is transmitted by the Purchasing Entity to MGT, MGT will respond by telephone or email within two (2) business days.

B.6.1.6 MGT will provide the required services within one (1) business day of request, or as mutually agreed on the Order.

B.6.1.7 MGT will ensure all Breach Response Specialists that provide services are trained experts in the field relevant to the services ordered, who possess the experience and qualifications identified in MGT’s response to section 5.1.4.2, Category 3 Breach Response Specialist – Experience and Qualifications.

B.6.2 MGT’s cybersecurity experts possess well-rounded knowledge of the Breach life cycle from start to finish including, but not limited to the investigation process, regulatory requirements, and consumer and business notification rules and expectations.

B.6.3 MGT will provide guidance, advice and consultation to coordinate and support the Purchasing Entity’s Breach response, including the investigation and mitigation of a Breach impacting individuals or organizations that may be located within the state, region, or dispersed nationwide. Services may include, but are not limited to:

B.6.3.1 Work collaboratively with the Purchasing Entity’s incident response team and Incident response Contractor, if applicable. MGT will also cooperatively and collaboratively engage with internal stakeholders such as, but not limited to, the Purchasing Entity’s legal counsel, state’s attorneys general, federal regulators, internal IT and Human Resources staff, Risk Management, and public relations/media representative(s) as appropriate to the Breach.

B.6.3.2 Facilitate Crisis Management that arises from the Breach by engaging and collaborating with external partners such as Public Relations firms, IT consultants, Forensic Accountants, and

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Credit Monitoring and Notification services providers, and law enforcement.

B.6.3.3 Determine whether the Data compromised by a Breach requires notification, as defined by state and Federal security breach laws.

B.6.3.4 Advise on communication strategy and notification requirements, including, but not limited to preparing and supporting communications regarding the Breach to regulators, affected individuals, the media, and others identified by the Purchasing Entity.

B.6.3.5 Provide counsel on ethical implications, reputation management, and the subsequent risks following any Data Breach.

B.6.3.6 Advise on legal consequences and rules applicable to the Purchasing Entity’s compliance with relevant data protection laws.

B.6.3.7 Assist the Purchasing Entity during regulatory investigation, litigation or both.

B.7 (E) CATEGORY 3 – VALUE-ADD SERVICES

BREACH RESPONSE SERVICES

MGT is the ideal firm to partner with Purchasing Entity organizations to respond to larger cybersecurity events. Our security specialists are trained and well versed in incident response and can begin work immediately collecting and preserving evidence and working on recovery operations. As a multidiscipline consultancy with experience across the full range of public sector endeavors, MGT has significant resources to bring to bear in managing a crisis at any level. We can work hand-in-hand with the Purchasing Entity organization’s leadership to help coordinate legal and media responses and coordinate a communications strategy to maintain and/or restore public confidence.

Highlights of MGT’s services include:

Collaborate with internal and/or outside legal counsel, public relations and crisis management firms.

Ensure proper collection of evidence to protect chain of custody.

Conduct data recovery and restoration.

Recommend post-incident process or system changes.

Provide executive summaries and executive level briefings.

Perform incident analysis.

Support CISO and internal audit staff with audit plans.

Provide status reports and artifacts during an ongoing incident.

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DIGITAL FORENSICS SERVICES

MGT provides comprehensive digital forensics services. In the event of a breach of any magnitude, our forensics experts are ready to begin work immediately collecting, preserving, protecting and analyzing digital evidence to understand the root cause of security incidents. Our team knows what it takes to gather and assess the key evidence from the incident to help identify perpetrators, support legal proceedings and help your organization take the necessary steps to harden the network against future attacks.

Highlights of our digital forensics services include:

Protect the chain of custody and ensure evidence is legally admissible. Support legal proceedings and provide expert witness testimony.

Work with law enforcement agencies.

Provide evidence to insurance carriers in support of your organization’s claims.

Perform analysis in determining confidence levels and magnitude of data breaches.

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Provide evidence to insurance carriers in support of your organization’s claims.

Perform analysis in determining confidence levels and magnitude of data breaches.

5.3 CUSTOMER SERVICE RESPONSE REQUIREMENTS AND

CONTRACT MANAGER REQUIREMENTS

5.3.1 (M) Identify your customer services hours of operation and when key account staff are available.

The Project Director and Contracts Manager will be available during normal business hours (9:00am to 5:00pm EST) Monday to Friday to handle routine matters related to projects. In the event of an active incident or other emergent concern, the Project Director will be a member of the escalation call chain and will be immediately available to the Purchasing Entity.

5.3.2 (ME) Describe how you handle problem identification and resolution. Describe how you respond to and resolve customer complaints and service issues.

The MGT Project Director will be ultimately responsible for the resolution of any customer complaints or service issues.

5.3.3 (ME) Describe how you will assess customer satisfaction.

MGT will closely monitor contract performance with all Purchasing Entities. In addition to participating in frequent, regular meetings with Purchasing Entity project managers, the MGT Project Director will establish and track key performance metrics for each engagement.

5.3.4 (ME) The Contractor must provide a Contract Manager as the single point of contact for management of the NASPO ValuePoint Master Agreement, administered by the state of Idaho.

Claudia Hosang, Contracts Administrator|Sales Operations 4320 W. Kennedy Blvd

5.3 CUSTOMER SERVICE RESPONSE REQUIREMENTS AND CONTRACT MANAGER REQUIREMENTS