Subject: Re: Data Breach - 158952
From: Saurabh Dadu <[email-masked]>
To: "Heta Nyrhinen (HNYR)" <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]>
Date: Sat, 17 Jul 2021 10:45:02 +0000

Hi Heta,

Thanks, as of now Merging and changing user info is now available for the following people in our Team:

  *   Pritish
  *   Abhishek
  *   Ashish
  *   Pravesh

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Heta Nyrhinen (HNYR) <[email-masked]>
Sent: 16 July 2021 4:53 PM
To: Saurabh Dadu <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>; Pritish Nandi (LSM) <[email-masked]>
Subject: RE: Data Breach - 158952

Hi Saurabh,

We will restrict merging for all and I will advise Pritish and Ashish of the new shipping documents procedure.

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>

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From: Saurabh Dadu <[email-masked]>
Sent: 16. juli 2021 12:51
To: Sara Aknooni (SRAK) <[email-masked]>
Cc: Heta Nyrhinen (HNYR) <[email-masked]>; Deeksha Dadu <[email-masked]>; Pritish Nandi (LSM) <[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.

Yes

Regards,

Saurabh Dadu

LiveSalesman

On 16-Jul-2021, at 4:18 PM, Sara Aknooni (SRAK) <[email-masked]> wrote:

Hi Saurabh,

Have you change the right of your team to this level already?

Best regards​​

Sara Aknooni[Image removed by sender. 🇩🇰]
Team Manager

Global Support and Service
+45 4470 0124

+45 7131  4960

From: Saurabh Dadu <[email-masked]>
Sent: Friday, July 16, 2021 10:12 AM
To: Heta Nyrhinen (HNYR) <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>; Pritish Nandi (LSM) <[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,

A New user type was created in Zendesk called "LSM Staff".

This user type does not have access to either Merging tickets or Changing emails of a user.

If we give Warranty team access to Merging tickets, we would still have the risk. Even after giving people training there would remain a risk of someone making the mistake. We would need to have something to cross check that the mistake does not happen.

Please let me know your thoughts.

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>
Sent: 16 July 2021 1:14 PM
To: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Pritish Nandi (LSM) <[email-masked]<mailto:[email-masked]>>
Subject: RE: Data Breach - 158952

Hi Saurabh,

Could you please specify which Zendesk changes were made?

We decided that the warranty agents can still merge the shipping documents, but they don’t have access to the option anymore.

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%7C5a239f5253dc4422ccb408d94847ac8a%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637620294970125859%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=VMS7dA5XzBQ9bJc5B%2BBNs4iHK6IlCbUQIk8lN0NCUbE%3D&reserved=0>

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From: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>
Sent: 16. juli 2021 09:23
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Pritish Nandi (LSM) <[email-masked]<mailto:[email-masked]>>
Subject: RE: Data Breach - 158952

Thank you Saurabh,

Best regards​​

Sara Aknooni[Image removed by sender. 🇩🇰]
Team Manager

Global Support and Service
+45 4470 0124

+45 7131  4960

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Friday, July 16, 2021 9:02 AM
To: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Pritish Nandi (LSM) <[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.

All noted.

FYI - Zendesk changes done already, Pritish is testing to make sure its working fine.

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>
Sent: 16 July 2021 12:29 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Pritish Nandi (LSM) <[email-masked]<mailto:[email-masked]>>
Subject: RE: Data Breach - 158952

Hi Saurabh,

We need to present a formal document to Legal since this incident has happened frequently.

Could you make a document on the company template and address the subjects below?

  1.  Incident description, date, and scope ( We can complete this part)
  2.  Agent who caused the incident
  3.  Root cause of the incident (Agent negligence, lack of knowledge, lack of systematic process, etc.)
  4.  Action/s done to prevent each of the above from happening (Its needs to be accurate and objective, they wouldn’t accepts “Training “ or “Punishment” for example”

Change the macro, Change the process, Set a monitoring plan, Add check points, Agent’s penalty

  1.  Person in charge for the future prevention

This document needs to be submitted to us by Monday, for Legal to consider it.

This time they are more strict and less forgiving because we have repetitive incidents.

Regarding the DPA, please make sure that we have the document signed by Monday, reviewing and signation has taken too long, and we are in trouble now.

Thank you!

Best regards​​

Sara Aknooni[Image removed by sender. 🇩🇰]
Team Manager

Global Support and Service
+45 4470 0124

+45 7131  4960

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Friday, July 16, 2021 8:25 AM
To: Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Pritish Nandi (LSM) <[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,

Good morning!

My suggestion was a technical suggestion rather than a training suggestion.

Following my email yesterday we are going to make it impossible for any agent to Merge the tickets or Change email address of a user.

As far as your suggestion for having an additional person check the tickets, we have already designed and developed a tool to make those checks for us. Having one person make those checks will cost you $1000 per month (cost of one person). Compare to the tool which only has a one time cost, and will perform all such checks or even any additional checks for you, through out, without any misses and slips in real time.

I will ask Pritish to now remove Mario Jahn from all tickets now.

Kind regards,

Saurabh

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>
Sent: 16 July 2021 11:45 AM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Pritish Nandi (LSM) <[email-masked]<mailto:[email-masked]>>
Subject: RE: Data Breach - 158952

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

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From: Heta Nyrhinen (HNYR)
Sent: 15. juli 2021 15:54
To: 'Saurabh Dadu' <[email-masked]<mailto:[email-masked]>>; Pritish Nandi (LSM) <[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

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

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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

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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

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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