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Responsible Disclosure Policy

Snap Send Solve is committed to ensuring the safety and security of our customers. We aim to foster an environment of trust, and an open partnership with the security community, and we recognise the importance of vulnerability disclosures in continuing to ensure safety and security for all of our customers, employees and company. We have developed this policy to both reflect our corporate values and to uphold our legal responsibility to good-faith security researchers that are providing us with their expertise and add an extra layer of security to our infrastructure.

Legal Posture

Snap Send Solve will not engage in legal action against individuals who submit vulnerability reports through our Vulnerability Reporting inbox and meet the following criteria.

We agree not to pursue legal action against individuals who:

  • Engage in testing of systems/research without harming Snap Send Solve or its customers.
  • Test on products without affecting customers, or receive permission/consent from customers before engaging in vulnerability testing against their devices/accounts, etc.
  • Adhere to the laws of their location and the location of Snap Send Solve. For example, violating laws that would only result in a claim by Snap Send Solve (and not a criminal claim) may be acceptable as Snap Send Solve is authorising the activity (reverse engineering or circumventing protective measures) to improve its system.
  • Refrain from disclosing vulnerability details to the public before a mutually agreed-upon timeframe expires.

Vulnerability Report/Disclosure

How to Submit a Vulnerability

To submit a vulnerability report to Snap Send Solve’s Product Security Team, please utilise the following email: security@snapsendsolve.com.

Preference, Prioritisation, and Acceptance Criteria

We will use the following criteria to prioritise and triage submissions.

What we would like to see from you:

  • Well-written reports in English will have a higher probability of resolution.
  • Reports that include proof-of-concept code equip us to better triage.
  • Reports that include only crash dumps or other automated tool output may receive lower priority.
  • Reports that include products not in scope may receive lower priority.
  • Please include how you found the bug, the impact, and any potential remediation.
  • Please include any plans or intentions for public disclosure.

What you can expect from Snap Send Solve:

  • A timely response to your email (within 5 business days).
  • After triage, we will send an expected timeline, and commit to being as transparent as possible about the remediation timeline as well as on issues or challenges that may extend it.
  • An open dialog to discuss issues.
  • Notification when we have completed each stage of our review.
  • Credit after the vulnerability has been validated and fixed.

If we are unable to resolve communication issues or other problems, Snap Send Solve may bring in a neutral third party to assist in determining how best to handle the vulnerability.

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