Crisis & Incident Response Policy

1. Purpose & Scope

Friendium operates as a real-identity social network with heightened responsibility toward user safety, data protection, and public trust. This Crisis & Incident Response Policy establishes a structured, enterprise-grade framework for managing incidents that pose risk to:

• User safety and well-being
• Platform integrity and availability
• Data security and privacy
• Legal and regulatory compliance
• Nexa-Group’s corporate reputation and obligations

2. Definition of a Crisis or Incident

An incident is any unexpected event that disrupts normal operations or threatens users, systems, or compliance. A crisis is a severe incident with elevated risk, urgency, or public impact.

Examples include:

• Credible threats of violence or self-harm
• Child safety emergencies
• Mass harassment or coordinated abuse
• Data breaches or unauthorized access
• System outages or infrastructure failures
• Widespread misinformation during emergencies
• Legal or regulatory enforcement actions

3. Incident Classification Levels

• Level 1 – Low Impact: Isolated issues with limited user impact
• Level 2 – Moderate Impact: Multiple users or features affected
• Level 3 – High Impact: Platform-wide risk or safety concern
• Level 4 – Critical Crisis: Life-threatening, legal, or systemic risk

4. Detection & Reporting Channels

Incidents may be identified through:

• User reports and safety escalations
• Automated monitoring and detection systems
• Internal audits and anomaly detection
• Law enforcement or regulator notifications
• Trusted partner or NGO alerts

5. Immediate Response Procedures

Upon identification of a crisis or incident, Friendium may:

• Restrict or suspend affected accounts
• Preserve logs and evidence
• Activate emergency response teams
• Escalate to Nexa-Group leadership
• Engage law enforcement or emergency services where appropriate

6. Cross-Functional Incident Response Team

Crisis response may involve coordinated action across:

• Trust & Safety
• Security Operations (SecOps)
• Legal & Compliance
• Privacy & Data Protection
• Engineering & Infrastructure
• Executive Leadership (for critical incidents)

7. User Safety & Harm Prevention

Friendium prioritizes minimizing harm by:

• Rapid intervention in self-harm or violence cases
• Protective actions for targeted individuals
• Content takedowns where necessary
• Referral to crisis support resources

8. Communication & Transparency

During significant incidents, Friendium may:

• Notify affected users
• Publish service status updates
• Coordinate public statements with Nexa-Group
• Provide transparency disclosures post-incident

9. Legal & Regulatory Obligations

Incident handling complies with applicable laws, including:

• Data breach notification requirements
• Child protection reporting laws
• Online safety regulations
• Law enforcement cooperation obligations

10. Evidence Preservation & Forensics

Friendium may retain relevant data, logs, and communications to:

• Support investigations
• Comply with legal holds
• Improve future prevention measures

11. Post-Incident Review

After resolution, Friendium conducts internal reviews to:

• Assess response effectiveness
• Identify root causes
• Improve policies and systems
• Update risk assessments

12. Continuous Improvement

Lessons learned from incidents inform:

• Platform design changes
• Safety tooling enhancements
• Staff training programs
• Policy updates

13. Policy Updates

This policy may be updated to reflect emerging threats, regulatory developments, or operational needs.

14. Contact

Incident Response: incident@friendium.com
Emergency Escalations: emergency@nexa-group.org
Legal & Compliance: legal@nexa-group.org