⏱️ 2 minute read
This escalation path outlines the process and roles for managing customer data deletion and lifecycle tasks. It ensures timely, compliant actions and supports accountability, regulatory alignment (e.g., GDPR, IRS), and clarity in case of delays or non-compliance.
Initial Action - Data Owner
For each data category, the designated Owner/Team is responsible for:
- Routine data retention and deletion as specified
- Responding to customer deletion requests forwarded to their area
- Ensuring proper deletion methods are used
| Data Category | Owner/Team | Standard Retention | Deletion Method |
|---|---|---|---|
| Customer Data | Data Protection Officer (DPO)/Customer Success | 90 days post-termination | Cryptographic erasure, overwrite |
| System Logs | DevOps Engineer | 180 days | Log rotation & secure overwrite |
| Financial Records | Finance Manager | 7 years | Archival & secure deletion |
| Backup Archives | IT Manager | 30 days post-restore window | Automated deletion & encrypted storage |
| Support Records | Support Team | 2 years | Manual deletion (quarterly) |
| Marketing Data | Marketing Manager | 1 year | Manual deletion |
Customer Deletion Request Handling
The following steps outline the standard process for handling customer data deletion requests, from submission to confirmation:
- Submission: Request is sent by customer to support@forecast.app.
- Verification: DPO or delegated agent verifies the identity of the requester.
- Processing: Request is assigned to relevant data owner for execution.
- Timeline: Must be completed within 30 days (unless otherwise required).
- Confirmation: Customer receives written confirmation of completed deletion.
Escalation Tiers
This escalation path ensures timely resolution of data deletion issues by outlining clear triggers, actions, and responsible roles at each level, helping to maintain compliance and accountability across teams.
| Escalation Level | Trigger | Action | Responsible Role |
|---|---|---|---|
| Level 1 | Delay or inaction from data owner after 10 days | Notify data owner directly and request immediate status update | DPO or Request Handler |
| Level 2 | No progress after 15 days or urgent/legal compliance | Escalate to Department Manager (e.g. Head of Support, DPO, Finance Manager) | DPO |
| Level 3 | Past 30-day deadline or potential regulatory breach | Escalate to Legal/Compliance Officer & Executive Team | DPO & Legal |
| Level 4 | Confirmed non-compliance, breach or audit risk | Initiate formal review, internal audit and notify authorities if required | Executive Team & Legal Counsel |
Key Contacts
- Data Protection Officer | dpo@forecast.app
- Customer Success Lead | cs@forecast.app
- Support | support@forecast.app
- Legal & Compliance | legal@forecast.app
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