Crisis Communication Policy
1. Overview
This policy defines Ingots.io’s protocols for communicating during crises that threaten platform integrity, user assets, or regulatory compliance. Our goal is transparency, timeliness, and user protection.
2. Scope
Applies to all Ingots.io services, including:
MYRX Stablecoin disruptions
Ingots Indexed Token failures
Cyberattacks, regulatory actions, or systemic outages
3. Crisis Classification
Tier | Definition | Response Timeline |
Severe | >24hr downtime, data breach, regulatory sanctions | Immediate (≤1hr) |
Major | 2–24hr downtime, partial service failure | ≤4hrs |
Minor | <2hr downtime, non-critical bugs | ≤12hrs |
4. Crisis Response Team
Leader: Chief Compliance Officer (CCO)
Members: Legal, Tech, Comms, and external cybersecurity advisors.
Contacts:
Primary: [email protected]
Backup: [email protected] (24/7)
5. Communication Protocols
Initial Alert: Within 1hr (Severe), 4hrs (Major) via:
Email + SMS (opt-in)
Website banner (red-highlighted)
Social media (Twitter/Telegram for real-time updates)
Updates: Every 6hrs (Severe), 24hrs (Major) until resolution.
User Redress: Impacted users may file claims per our [Refund Policy].
6. Language & Accessibility
All crisis comms are issued simultaneously in:
English
Bahasa Malaysia
Mandarin Chinese
WCAG 2.1: Screen-reader-compatible formats (e.g., alt-text for outage graphics).
7. Post-Crisis Review
Within 7 days of resolution:
Internal debrief to audit response effectiveness.
Publish a public incident report (excluding sensitive data).
Update SOPs and conduct team training.
8. Regulatory Compliance
Aligned with:
Malaysia: SC’s Guidelines on Digital Assets, BNM’s Financial Crime Prevention Guidelines.
Global: FATF Recommendation 16 (travel rule), GDPR (72hr breach reporting).
9. Disclaimer
Ingots.io reserves the right to withhold specific details during active investigations.
Users must ensure contact details are current to receive alerts.
Effective Date: 15 April 2025
Last Updated: 15 April 2025