Subject: RE: Data Breach - 158952
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Saurabh Dadu <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>, 'Deeksha Dadu' <[email-masked]>, "'Pritish Nandi (LSM)'" <[email-masked]>
Date: Fri, 16 Jul 2021 06:15:16 +0000

Hi Saurabh,

Unfortunately I didn’t get your plan for agent compliancy yesterday as agreed in our meeting and there was no reply to my latest email below either. Could you please provide your plan today? I would also need the standard contractual clauses to be signed in order to complete the DPA. You should be taking this very seriously, as it’s the second breach caused by your agents within one month.

Did you check all tickets and remove incorrect people from cc? How many tickets were impacted?

Has the team stopped merging tickets? I’m just wondering, because the macros “Merge from Email/webform” and “Merge from incoming call” haven’t been used. They should use these macros for adding the details from the duplicate to the main ticket and close the other one as a duplicate.

I suggest having an additional person checking all tickets and adding the details to the customer profile properly before assigning the ticket to an agent. I would suggest Ashish, as he is very detail oriented. Of course he would need to be trained further on which tickets to assign directly to Level 2 etc.

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
<http://www.eposaudio.com/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw>

eposaudio.com<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2F&data=02%7C01%7Cjocg%40eposaudio.com%7Cfd5ccfd9b0ab478a468b08d7bb59979b%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637183865770799008&sdata=BXMQynvX%2FuQWt3Zsuv3DB9h1nePJBhPUMMUDthkfJjw%3D&reserved=0> · Follow us here
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From: Heta Nyrhinen (HNYR)
Sent: 15. juli 2021 15:54
To: 'Saurabh Dadu' <[email-masked]>; Pritish Nandi (LSM) <[email-masked]>
Cc: Sara Aknooni (SRAK) <[email-masked]>; Deeksha Dadu <[email-masked]>
Subject: RE: Data Breach - 158952

Hi all,

Thank you for the investigation.

We found that Sebastian Dumitru changed Global-e address [email-masked]<mailto:[email-masked]> to [email-masked]<mailto:[email-masked]> in ticket #160156 on 7th July. Mario notified Grace in ticket #160017 on 8th July that he is getting emails that are not meant to him, but she didn’t flag this.

Due to this negligence the situation remained for one week. So it is true that less data was compromised, but we missed the window in reporting it on time, which is not acceptable.

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261
EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
<http://www.eposaudio.com/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw>

eposaudio.com<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2F&data=02%7C01%7Cjocg%40eposaudio.com%7Cfd5ccfd9b0ab478a468b08d7bb59979b%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637183865770799008&sdata=BXMQynvX%2FuQWt3Zsuv3DB9h1nePJBhPUMMUDthkfJjw%3D&reserved=0> · Follow us here
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From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: 15. juli 2021 14:49
To: Pritish Nandi (LSM) <[email-masked]<mailto:[email-masked]>>; Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Re: Data Breach - 158952

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe.

Hi Heta,

To add to this, This person Mario ONLY received alerts on 2 tickets.

Out of the 2 tickets, one ticket was for Mario himself. So net effect is 1 ticket.

Other tickets were from past for which no alert was sent to him, and he never logged into ZD help centre to access other tickets.

I request you to please DELETE or SUSPEND this user immediately so that he does not receive any future alert.

Please take prompt action.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Sent: 15 July 2021 6:13 PM
To: Heta Nyrhinen, HNYR <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Sara Aknooni, SRAK <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Re: Data Breach - 158952

Hi Heta,

PFB the data which was requested by you.

Ticket Number
Is it a Data Breach?
How it was breached?
What data is shared?
Country
160156
No
This is the original ticket for the customer who has recived the date for all customers. Agent changed the Globle E support email address to customer email address in the profile rather then creating a new user account. He also changed the name in the profile
NA
Austria
158058
Yes
Customer email was changed
Order number and PO number
Japan
159145
Yes
Customer email was changed
Name and Email
UK
156493
Yes
Customer email was changed
Name, Email, Order number, PO number, Country, Issue
Ireland
144454
Yes
Customer email was changed
Twitter address, website, name, email, physical address, issue
UK
149875
Yes
Customer email was changed
Name, email and issue
France
146381
Yes
Customer email was changed
Name, Email and Issue
USA
142132
Yes
Customer email was changed
Name, email and issue
NA
140682
Yes
Customer email was changed
Name, Email and Issue
UAE
135752
Yes
Customer email was changed
Order number and PO number, issue
USA
126760
Yes
Customer email was changed
Name, Email and order number, PO number, issue
Japan
128991
Yes
Customer email was changed
Name, email, issue, physical address,
USA
127028
Yes
Customer email was changed
Name, Email, Order number, PO number, Country, Issue
USA
125963
Yes
Customer email was changed
Name, Email, Order number, PO number, Country, Issue
Germany
122788
Yes
Customer email was changed
Name, Email, Order number, PO number, Country, Issue
Australia
156219
Yes
Wrong customer in CC
Name, Email, phone number, physical address, entire customer conversation
Ireland
146044
Yes
Wrong customer in CC
Name, email and issue
USA
141179
Yes
Wrong customer in CC
Name, Email and issue
UAE
140683
Yes
Wrong customer in CC
Name, Email and issue
UAE
128815
Yes
Wrong customer in CC
Name, Email, phone number, physical address, entire customer conversation
USA
125697
Yes
Wrong customer in CC
Name, Email, Order number, PO number, Country, Issue
Germany
120455
Yes
Wrong customer in CC
Name, Email, phone number, physical address, entire customer conversation
Australia

Regards,
Pritish

________________________________
From: "Heta Nyrhinen, HNYR" <[email-masked]<mailto:[email-masked]>>
To: "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>
Cc: "Sara Aknooni, SRAK" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, July 15, 2021 5:21:54 PM
Subject: RE: Data Breach - 158952

Hi,

The investigation indicates that the breach was caused in our Zendesk by changing Global-e email address [email-masked]<mailto:[email-masked]> to [email-masked]<mailto:[email-masked]>. Please investigate, which agent updated the email address.

The incident will be reported as a GDPR breach to the Danish authorities. Please provide the list with the data from the tickets within 30 minutes, as we’ll have to provide this information quickly.

Best regards​​

Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark

<https://eur01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.eposaudio.com%2Fenterprise%2Faston-martin-f1%3Futm_source%3Dmailsignatur%26utm_medium%3Demail%26utm_campaign%3Dam_f1%26utm_content%3Dnn_en_email_aw&data=04%7C01%7Chnyr%40eposaudio.com%7C788dee07fe5043c32b6708d9478eef25%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637619501512882911%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=9SoLH24gHagfPqhevlSMBrfrdw9UNRX0wKRoJXGog14%3D&reserved=0>

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From: Heta Nyrhinen (HNYR)
Sent: 15. juli 2021 12:39
To: 'Pritish Nandi' <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>
Subject: RE: Data Breach - 158952

Hi Pritish,

Thank you.

I would need a list of all 23 tickets with the personal data that was sent to Mario Jahn and the countries, where the end customers are located.

Global-e are investigating on their side also.

Best regards​​

Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark

<https://eur01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.eposaudio.com%2Fenterprise%2Faston-martin-f1%3Futm_source%3Dmailsignatur%26utm_medium%3Demail%26utm_campaign%3Dam_f1%26utm_content%3Dnn_en_email_aw&data=04%7C01%7Chnyr%40eposaudio.com%7C788dee07fe5043c32b6708d9478eef25%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637619501512922885%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=1%2Fqbh2cpXLPJc%2F%2Ffpyuv7fUktFSoX%2BPuM%2BUmJF2c9O8%3D&reserved=0>

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From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Sent: 15. juli 2021 12:17
To: Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>
Subject: Re: Data Breach - 158952

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe.

Hi Heta,

Working on it asap.

Regards,

Pritish

________________________________

From: "Heta Nyrhinen, HNYR" <[email-masked]<mailto:[email-masked]>>
To: "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>
Cc: "Sara Aknooni, SRAK" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, July 15, 2021 3:44:20 PM
Subject: RE: Data Breach - 158952

Hi,

Just to update that several customers’ personal data has leaked to [email-masked]<mailto:[email-masked]>, who is not an internal employee. Could you please investigate urgently, how all these tickets got linked to his email address? He is contacting the impacted end users directly. 23 tickets have been connected to his account. Please make an overview of them.

Best regards​​

Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark

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From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Sent: 15. juli 2021 08:32
To: Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>
Subject: Data Breach - 158952
Importance: High

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe.

Hi Heta,

We have identified a data breach after customer complaint. The employee responsible for the Data Breach is Grace where she merged a duplicate ticket (159145 ) from the same customer however forgot to

remove the EPOS employee from CC who forwarded the request to us. Customer is now furious and wants a solution for this data breach.

He is waiting for our response.

For the employee we have issued a formal warning letter and also a financial penalty for this error.

Regards,

Pritish Nandi