{"id":3969,"date":"2013-07-31T16:10:29","date_gmt":"2013-07-31T15:10:29","guid":{"rendered":"http:\/\/www.solucominsight.fr\/?p=3969"},"modified":"2019-12-31T11:35:08","modified_gmt":"2019-12-31T10:35:08","slug":"notification-des-fuites-de-donnees-clients-lere-de-la-transparence","status":"publish","type":"post","link":"https:\/\/www.riskinsight-wavestone.com\/en\/2013\/07\/notification-des-fuites-de-donnees-clients-lere-de-la-transparence\/","title":{"rendered":"Notification des fuites de donn\u00e9es clients : vers une transparence syst\u00e9matique ?"},"content":{"rendered":"

Ces derni\u00e8res semaines, les annonces de fuites de donn\u00e9es clients ont fleuri (Apple, OVH, Ubisoft\u2026) et attirent de plus en plus l\u2019attention des m\u00e9dias. Exc\u00e8s de z\u00e8le, obligation ou vraie strat\u00e9gie de relation client, que se cache-t-il derri\u00e8re ces annonces de plus en plus visibles\u00a0?<\/p>\n

\u00a0Les donn\u00e9es clients\u00a0: un nouvel or num\u00e9rique convoit\u00e9<\/h2>\n

Quel que soit leur secteur, toutes les entreprises sont aujourd\u2019hui expos\u00e9es \u00e0 la cybercriminalit\u00e9. Certaines redoutent le vol de secrets industriels ou encore l\u2019indisponibilit\u00e9 de leurs syst\u00e8mes, mais ils partagent une crainte commune: le vol de donn\u00e9es personnelles de clients, collaborateurs, prospects, partenaires\u2026<\/p>\n

Cette richesse des entreprises est particuli\u00e8rement convoit\u00e9e par certains cybercriminels, app\u00e2t\u00e9s par le gain financier qu\u2019elles peuvent repr\u00e9senter. En effet, sur les march\u00e9s parall\u00e8les, les donn\u00e9es peuvent se monnayer jusqu\u2019\u00e0 plusieurs dizaines de dollars par enregistrement\u2026<\/p>\n

\u00a0Des obligations r\u00e9glementaires et l\u00e9gales qui vont se renforcer<\/h2>\n

Les initiatives se multiplient pour prot\u00e9ger ces donn\u00e9es et la vie priv\u00e9e des individus face \u00e0 ces nouvelles menaces. La loi informatique et libert\u00e9s, mise \u00e0 jour en 2004, vise depuis de nombreuses ann\u00e9es \u00e0 prot\u00e9ger les libert\u00e9s individuelles et les donn\u00e9es \u00e0 caract\u00e8re personnel de traitement illicites.<\/p>\n

Elle a \u00e9t\u00e9 compl\u00e9t\u00e9e en ao\u00fbt 2011 par le Paquet T\u00e9l\u00e9coms<\/a>, qui a renforc\u00e9 les obligations des op\u00e9rateurs de t\u00e9l\u00e9communications dans ce domaine en imposant notamment la notification des violations des traitements de donn\u00e9es \u00e0 caract\u00e8re personnel aux victimes. En ligne de mire, permettre aux abonn\u00e9s de conna\u00eetre les risques qu\u2019ils courent quand la s\u00e9curit\u00e9 de leurs donn\u00e9es est en cause. Des premi\u00e8res notifications de faible ampleur ont d\u00e9j\u00e0 eu lieu. Cette obligation sera \u00e9tendue \u00e0 tous les secteurs avec le projet de r\u00e8glement europ\u00e9en qui devrait \u00eatre publi\u00e9 en 2014 ou d\u00e9but 2015.<\/p>\n

Mais au-del\u00e0 de la protection de la vie priv\u00e9e, les attaques sur les infrastructures critiques des \u00e9tats inqui\u00e8tent \u00e9galement la France et plus largement l\u2019Europe. Deux textes sont attendus pour y rem\u00e9dier\u00a0: un texte fran\u00e7ais imposant aux Organismes d\u2019Importance Vitale (OIV) un certain nombre d\u2019exigences de s\u00e9curit\u00e9 et de notification, audit\u2026 et un texte europ\u00e9en d\u00e9finissant des sanctions minimales pour punir les cyberattaques. Attendus dans les prochains mois, ces textes doteront les \u00e9tats et les entreprises de nouvelles armes pour lutter contre la cybercriminalit\u00e9<\/a>.<\/p>\n

Entre totale transparence et protection des int\u00e9r\u00eats de l\u2019entreprise, quel \u00e9quilibre\u00a0?<\/h2>\n

Ces derniers mois, de nombreuses entreprises ont r\u00e9v\u00e9l\u00e9 avoir \u00e9t\u00e9 victimes de piratages\u00a0: Apple, Ubisoft, OVH\u2026 L\u2019enjeu de ces communications\u00a0? Pr\u00e9venir les clients que la s\u00e9curit\u00e9 de leurs donn\u00e9es a \u00e9t\u00e9 remise en cause, pour leur permettre de prendre les actions adapt\u00e9es. Bien souvent, il s\u2019agit d\u2019un changement de mot de passe sur le service, qui peut signifier pour \u00a0l\u2019utilisateur un changement sur l\u2019ensemble des services pour lequel il utilise le m\u00eame mot de passe\u00a0!<\/p>\n

Il est int\u00e9ressant d\u2019observer les diff\u00e9rences entre les notifications et ce que cela r\u00e9v\u00e8le sur la relation client des entreprises. OVH<\/a>,\u00a0 par exemple a fait preuve d\u2019une grande transparence technique – ce qui est logique vus ses clients et leurs attentes. Apple, coh\u00e9rent avec ses habitudes de communication, a \u00e9t\u00e9 assez lapidaire dans les informations d\u00e9livr\u00e9es et a pr\u00e9venu les utilisateurs plusieurs jours apr\u00e8s l\u2019arr\u00eat du service. Ils n\u2019ont mis en ligne qu\u2019une page permettant de suivre la remise en service<\/a> des diff\u00e9rents sites touch\u00e9s.
\nUbisoft<\/a>\u00a0 a, quant \u00e0 lui, eu une approche plus classique, proche de celles des grands acteurs du web qui ont connu des situations similaires (LinkedIn, Evernote\u2026). Cependant, le groupe fran\u00e7ais a connu des soucis de surcharge de ces serveurs au moment de la communication des emails. Cela montre la n\u00e9cessit\u00e9 et l\u2019obligation de pr\u00e9paration face \u00e0 ces \u00e9v\u00e8nements qui peuvent survenir \u00e0 tout moment.<\/p>\n

Et si les r\u00e9glementations en place aujourd\u2019hui imposent \u00e0 ceux \u00e0 qui elles s\u2019appliquent une notification sans d\u00e9lai aux autorit\u00e9s et au plus tard dans les trois jours aux personnes, une question essentielle peut alors se poser\u00a0: r\u00e9v\u00e9ler les d\u00e9tails de l\u2019attaque et les actions de s\u00e9curisation d\u00e9cid\u00e9es ne peut-il pas permettre aux attaquants de poursuivre l\u2019attaque en connaissance de cause\u00a0? Il s\u2019agit d\u00e8s lors d\u2019une d\u00e9cision \u00e0 peser soigneusement, en consid\u00e9rant \u00e0 la fois les risques techniques et les risques r\u00e9glementaires.<\/p>\n

\u00a0Se pr\u00e9parer \u00e0 notifier ses clients, sans attendre les obligations r\u00e9glementaires<\/h2>\n

L\u2019enjeu est donc aujourd\u2019hui de se pr\u00e9parer \u00e0 notifier ses clients d\u2019une violation de traitement de donn\u00e9es personnelles. Un projet qui concerne r\u00e9glementairement les op\u00e9rateurs t\u00e9l\u00e9communication, mais plus largement toutes les entreprises qui veulent pr\u00e9server leur relation client\u00a0et leur image\u00a0!<\/p>\n

Si les attaques ne peuvent \u00eatre anticip\u00e9es pr\u00e9cis\u00e9ment, un cadre de strat\u00e9gie de notification peut d\u00e8s maintenant \u00eatre \u00e9labor\u00e9 en associant juristes, RSSI, DSI et direction marketing pour \u00e9laborer les processus et proc\u00e9dures de notification, le plan de communication et la logistique associ\u00e9e. Et rien de tel qu\u2019un exercice de gestion de crise pour tester ces processus\u00a0!<\/p>\n","protected":false},"excerpt":{"rendered":"

Ces derni\u00e8res semaines, les annonces de fuites de donn\u00e9es clients ont fleuri (Apple, OVH, Ubisoft\u2026) et attirent de plus en plus l\u2019attention des m\u00e9dias. Exc\u00e8s de z\u00e8le, obligation ou vraie strat\u00e9gie de relation client, que se cache-t-il derri\u00e8re ces annonces…<\/p>\n","protected":false},"author":14,"featured_media":6222,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"page-templates\/tmpl-one.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[3222,36,32],"tags":[1241,1240,1158,3304],"coauthors":[782],"class_list":["post-3969","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cyberrisk-management-strategy","category-cybersecurity-digital-trust","category-marketing-relation-client","tag-cyberattaque","tag-fuite-de-donnees","tag-notification","tag-risk-management-strategy-governance"],"acf":[],"yoast_head":"\nNotification des fuites de donn\u00e9es clients : vers une transparence syst\u00e9matique ?<\/title>\n<meta name=\"description\" content=\"Ces derni\u00e8res semaines, les annonces de fuites de donn\u00e9es clients ont fleuri (Apple, OVH, Ubisoft\u2026) et attirent de plus en plus l\u2019attention des m\u00e9dias. 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