Incident response and data handling
3 min read
Updated Apr 10, 2026
Security is not only about prevention. Teams also need a clear path for operational review when something goes wrong, whether that is a delivery problem, a data-handling question, or a broader trust concern.
Before you begin
A workflow or incident question that needs review
Relevant package identifiers if a specific document is involved
A clear internal owner for the issue
Collect the facts first
Start with package title, reference, current status, routing mode, and the relevant event timing.
If the issue is document-specific, gather artifact and audit context before escalating.
Use the right channel
Product issues, billing questions, and trust questions may all need different context, but Contact Us and Support remain the correct escalation paths when a self-serve answer is not available.
If the issue affects broader service health, review the public Status Page as well.
Preserve evidence when needed
For sensitive workflows, keep the signed PDF, certificate, manifest, and relevant export files together while the issue is reviewed.
That prevents the investigation from becoming a memory exercise.
Pro Tips
Do not escalate with only a vague 'it failed' message; package context matters.
Use the status page when you suspect a broader service issue.
Keep evidence files together if the issue could become a legal or compliance question.
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