Escalation & Communication

Escalation Matrix

Severity	Initial Notification	Escalation to Exec. Mgmt.	BSI Report	Customer Notification
Critical	CISO + Exec. Mgmt. immediately	Immediately	Assessment within 4h	Without delay if affected
High	CISO within 1h	Within 4h	Assessment within 24h	If services are affected
Medium	CISO within 24h	Next regular report	No (standard case)	Only if directly impacted
Low	IT team	No	No	No

Communication Plan

Internal Communication

Recipient	Channel	Content	Timing
Incident response team	Encrypted messenger / conference call	Technical details, measures	Immediately upon detection
Executive management	Direct conversation or encrypted email	Situation summary, impact, measures	Per escalation matrix
Affected departments	Email + meeting	Impact on their area, expected duration	After initial assessment
All employees	Only if necessary (e.g., phishing wave)	Warning + instructions for action	After exec. management approval

External Communication

Recipient	Channel	Content	Timing
BSI	Reporting platform	Per §32 reporting model	24h / 72h / 1 month
Affected customers	Direct notification (email + phone)	Nature, scope, measures, recommendations	Without delay if affected
Data protection authority	Reporting portal	GDPR Art. 33/34 if personal data affected	72 hours
Law enforcement	Formal report	If a criminal offense is suspected	After exec. management decision

Customer Notification in Case of Incidents

When a security incident affects customer data or services, the notification includes:

• Nature and scope of the incident
• Affected data or services
• Countermeasures taken
• Recommended actions for the customer
• Contact person for inquiries
• Expected duration of the disruption

NIS2-REGULATED CUSTOMERS

Customers who are themselves subject to NIS2 regulation must report significant security incidents to the BSI within 24 hours. Prompt and complete information from the BAUER GROUP enables these customers to meet their own reporting obligations.

Emergency Contacts

The following contacts are available at all times (including outside business hours):

Role	Availability
CISO	24/7 via mobile phone
IT on-call	24/7 via on-call duty
Executive management	Reachable via mobile phone
BSI reporting platform	Online portal (24/7)