Coeur Mining Inc - Cyber Incident Reporting Process

1. Recognize the Incident

• Identify any unusual or suspicious activities, system malfunctions, or security breaches. Cyber Awareness Training is an excellent resource. 
• Common incidents may include phishing scams, system outages, unauthorized access attempts, data breaches, malware infections, and suspicious hardware failures.
• If the incident presents a risk to safety, business operations, threats of violence or terrorism, notify your supervisor immediately. 

2. Report the Incident

• Immediate Threat
  • If a cyber incident poses a threat to personal safety or significant operational impact, notify your supervisor immediately.
  • Once your supervisor has been notified - IT support can be contacted in several ways:
    • Best Method - IT Support Portal - https://coeur.freshservice.com
    • Local IT Manager via Microsoft Teams 
    • IT ServiceDesk Hotline - Local number appearing on your phone list (Corporate - 312-489-5950)
• Non-Urgent Issues For incidents that are not immediately critical, use the following reporting methods:
  • Email: Email itservicedesk@coeur.com with the subject line "Cyber Incident Report - [Brief Description]".
  • Incident Report Form: Fill out the Incident Report Form available on the IT service portal. https://coeur.freshservice.com

3. Provide Essential Details

• When reporting the incident via phone, email, ticket, or teams, include the following information:
  • Your Name and Contact Information
  • Date and Time of Incident
  • Description of the Incident (What happened? What systems are affected?)
  • Location (Physical location or system affected)
  • Impact (How is this impacting your work? Is any data compromised?)
  • Immediate Actions Taken (If any, such as disconnecting from the network, shutting down the system, etc.)

4. Follow-Up and Communication

• Once a ticket is submitted - you will receive an acknowledgment of your report via email.
• The Security Team will provide updates on the status of the incident when appropriate.
• In case additional information is required, be prepared to assist the IT team with further details.

5. Escalation Process

• If you are experiencing a critical cyber incident, have already notified your supervisor, and do not receive a response to your ticket, call, or email - please contact: 
  • Your local IT Manager via Microsoft Teams or local phone list.
  • Corporate Senior Manager, IT Operations: Bryan Nord - m 907-209-7467

6. Post-Incident Review

• Once the incident is resolved, participate in a brief review to discuss the incident and provide feedback.
• The IT team will document the incident, actions taken, and lessons learned to prevent future occurrences.

Communication Channels

• IT Helpdesk: https://coeur.freshservice.com/
• Email: itservicedesk@coeur.com 
• Local Site - IT Manager via Microsoft Teams or phone list
• Corporate - Senior Manager, IT Operations - Bryan Nord 907-209-7467

Please keep this document accessible and ensure all users are familiar with the incident reporting process. 

Regular training and awareness sessions will help maintain readiness and ensure prompt reporting and resolution of incidents.

For further questions or clarification, contact the IT department at itservicedesk@coeur.com.