SwissSign: Failure to provide a preliminary report within 24 hours.

This case involves SwissSign's failure to provide a preliminary report within the required 24-hour timeframe after receiving a problem report. The issue was triggered by a report submitted by a user regarding certificates, which SwissSign acknowledged responding to after 24 hours and 47 minutes. SwissSign has since committed to improving their response times by implementing additional training for their support team and considering automation for incident reporting. The case has been resolved with SwissSign taking steps to ensure compliance with reporting requirements in the future.

1. 2020-10-14 SwissSign acknowledged a delay in responding to a problem report.
2. 2021-01-08 SwissSign introduced a dedicated reporting email for better incident management.
3. 2021-01-29 SwissSign planned to implement an automated pre-report email within 24 hours.

1. 2020-10-14 Fozzie representative — Reported that SwissSign had not yet provided a preliminary report.
2. 2020-10-16 SwissSign AG — Acknowledged the delay and outlined steps for improvement.
3. 2021-01-22 Mozilla representative — Inquired about additional steps for improvement before closing the case.
4. 2021-02-08 Mozilla representative — Indicated the case could be closed due to SwissSign's commitment to improvements.