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Security Overview

We treat security very seriously and that concern is evident in both our in-house practices and our products.

We want to be as transparent as possible in this regard and welcome third party reports on our security. We have a vulnerability disclosure program where we have routines in place for handling issues such as disclosure towards customers and vendors.

Product Vulnerability Disclosure Policy

PacketFront Software (hereinafter referred to as PFSW) welcomes independent security researchers, vendors, customers, and others to responsibly report security vulnerabilities affecting our product portfolio.

PFSW places a high priority on security concerns and is strongly committed to safeguarding our customers. Our goal is to timely analyse, validate, and provide corrective actions to address reported issues. 

This policy outlines the procedure for reporting vulnerabilities to PFSW, provides guidance to the vulnerability reporters, and explains what you can expect once we receive your report. PFSW reserves the right to deviate from this policy when necessary.

Reporting Product Vulnerabilities

If you need to report a potential security vulnerability in any PFSW product, please send an email to psirt@pfsw.com.

All existing customers and suppliers should connect directly with their PFSW contacts using the established support channels available to all customers. 

When reporting a product security vulnerability, you should include at least the following information to help us understand the scope and impact of the issue: 

  • Product and Product Version
  • Detailed instructions on how to replicate the vulnerability.
  • Potential implications of the issue at hand
  • Public disclosure plans

After receiving the report, our security team will send an acknowledgment to the reporter and begin the process of analysing, validating, and taking corrective actions to address the vulnerability. 

All information received in the report is considered confidential. It will be shared only with the relevant stakeholders on a need-to-know basis. 

For reporting security concerns in PFSW’s IT systems for example, PFSW’s website or other non-product related issues, please use the same email address, psirt@pfsw.com

Code of Conduct

By reporting and taking part in our vulnerability disclosure program, we expect the following from you: 

  • Perform only the minimum non-destructive actions necessary to obtain the proof of concept.
  • Do not engage in any activities that could be damaging or disruptive to the availability or performance of the targeted systems.
  • Do not violate any applicable laws or breach any agreements.
  • To protect our customers and critical infrastructure deployments around the world, we request you refrain from publicly disclosing any vulnerabilities until we have addressed the issue.
  • Please inform us as soon as possible if you have any plans for disclosure.

After validating the vulnerability, we will work to provide a resolution and collaborate with you, as needed, throughout the vulnerability investigation process. 

The timelines to respond and address vulnerability depend on several factors such as the severity of the vulnerability, the scope and complexity of the issue, and the product life cycle. 

If we discover or identify a vulnerability in products or code developed by other vendors, we will communicate the response to the reporter and support to communicate the vulnerability to the relevant vendor to the best of our knowledge. 

External Communications

When a reported vulnerability is addressed and a solution is available, we will notify the affected customers using the appropriate communication channels. The communication will include a description of the vulnerability, and, if applicable, details of the affected products and versions, along with guidance on how to address the issue.

Contact Information

If you have additional questions regarding this policy, please contact us by email psirt@pfsw.com.

Our security focus

We place a high priority on security concerns and are strongly committed to safeguarding our customers. Our goal is to timely analyse, validate, and provide corrective actions to address reported issues.