anDREa - Contact information
Incident Reporting & SLA Escalation Procedure
This document defines the official reporting protocols, communication channels, and escalation paths for security/privacy incidents and Service Level Agreement (SLA) breaches related to the myDRE platform. It serves as a regulatory supportive document for ISO 27001 (A.5.24 - A.5.28) and NIS 2 (Article 21 - Incident Handling / SC-30).
1. Security & Privacy Incident Reporting
In the event of a suspected or confirmed security incident or data breach, authorized/mandated persons within the client organization must initiate the formal incident response procedure immediately.
For all incident reports, you must include the word INCIDENT in the email subject line to trigger automated priority routing.
Direct Emergency Contacts
- Security Officer
- Email: security@andrea-cloud.com
- Phone / Text (SMS): +31 6 21253834
- Director
2. SLA Escalation Pathway
The Local Research Support Team is primarily responsible for meeting operational SLAs and managing standard escalations to anDREa Support. If the standard support framework does not resolve an operational bottleneck efficiently, follow the two-step escalation protocol below.
Step 1: Verify Known Issues
Before initiating a direct escalation, verify if the issue is a known platform event or undergoing scheduled maintenance by checking:
- The Announcement Section located directly above the login prompt on mydre.org.
- The Announcement Page on the official support portal at support.mydre.org.
Step 2: Direct Management Escalation
If the issue is unlisted, outside standard myDRE platform functionality, or requires urgent operational intervention, mandated client representatives should contact management directly.
All escalation emails must include the word ESCALATION in the subject line.
- Operations Manager: johanna.hakonen@andrea-cloud.com
- Director: stefan.vanaalst@andrea-cloud.com
3. Institutional & Contact Directory
Corporate Registry
- Legal Entity: anDREa B.V.
- Chamber of Commerce (KvK) Number: 83360263
Address Channels
| Business Address (No Visiting Address) | Postal Address |
|---|---|
| anDREa B.V. Reinier Postlaan 4 6525 EX Nijmegen The Netherlands | anDREa B.V. Postbus 194 3940 AD Doorn The Netherlands |
Core Email Matrix
| Role | Contact Email |
|---|---|
| General Support | support@andrea-cloud.com |
| Security & Privacy | security@andrea-cloud.com |
| Operations Management | johanna.hakonen@andrea-cloud.com |
| Executive Direction | stefan.vanaalst@andrea-cloud.com |