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Prismara PortalHow-to guide

Use the secure incident chat in Prismara Portal

  • Applies to UsersAdministrators
  • ⏱ 5 min

The secure incident chat is a direct line to SovSec’s security team that’s separate from your organisation’s email and chat. If an attacker may be able to read your email or your usual chat, use the secure incident chat instead so that they can’t see what you report or how you’re responding.

When to use it

Section titled “When to use it”

Use the secure incident chat when you suspect a security incident, for example:

  • Someone may have signed in to an account without permission.
  • You’ve opened a suspicious attachment or link, or entered your details on a page you don’t trust.
  • Files have been encrypted or renamed unexpectedly, or a ransom note has appeared.
  • You think your email or chat is being read or used by someone else.

If you’re not sure, use it anyway. For ordinary support requests, such as a question about a feature, contact support instead.

Before you begin

Section titled “Before you begin”
  • You need a Prismara account with access to Prismara Portal.
  • If you think the computer you’re using is compromised, use a different device, such as a work phone or another computer, to open the Portal.
  • If you can’t reach the Portal at all, use the emergency contact details in your welcome pack.

Start a secure incident chat

Section titled “Start a secure incident chat”

  1. Go to https://portal.prismara.eu and sign in with your Prismara account.

  2. Select Secure incident chat > Start a chat.

  3. Choose what’s happening, such as Suspicious sign-in, Malware or ransomware or Something else.

  4. Describe what you’ve seen, when you first noticed it and who or what is affected.

  5. Select Start chat. A member of SovSec’s security team joins the chat.

Check you’re talking to SovSec

Section titled “Check you’re talking to SovSec”

  1. Check that the address bar shows https://portal.prismara.eu.

  2. Check that each message from the security team shows the Verified SovSec badge next to the person’s name.

  3. If a message doesn’t have the badge, or anyone contacts you outside the Portal claiming to be SovSec about this incident, don’t reply. Tell the security team in the secure chat.

Share evidence safely

Section titled “Share evidence safely”

  1. To share a screenshot or file, select Attach and choose the file. Files you attach are shared only with the people in the chat.

  2. Blur or crop out anything that isn’t needed, such as unrelated personal details.

  3. Don’t open, forward or run suspicious files to share them. Tell the security team what you have, and they’ll tell you how to hand it over safely.

  4. Leave affected devices as they are unless the security team asks you to do something. Don’t turn them off or wipe them.

Close the chat

Section titled “Close the chat”

  1. When the security team confirms there’s nothing more to do in the chat, select End chat.

  2. Choose whether to Download a transcript for your records.

  3. Select End chat. The chat is linked to the incident, so you can follow progress under Incidents in the Portal.

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