CRITICAL INCIDENT WORKFLOW — HOUSER

Last updated: May 2026

1. PURPOSE

This Critical Incident Workflow establishes the mandatory procedures for:

• identification;
• classification;
• escalation;
• operational response;
• legal involvement;
• communication;
• audit;
• damage mitigation;
• evidence preservation;

relating to serious incidents involving Houser operations.

The objective is to ensure:

• personal safety;
• operational continuity;
• traceability;
• compliance;
• coordinated response;
• mitigation of financial, legal, and reputational risk.

2. DEFINITION OF A SERIOUS INCIDENT

A serious incident is any event that:

• puts physical integrity at risk;
• generates potential relevant damage;
• causes severe operational impact;
• involves legal or reputational risk;
• may lead to litigation;
• involves public authorities or emergency services.

3. EXAMPLES OF SERIOUS INCIDENTS

The following may be classified as serious incidents:

3.1 Physical Emergencies

• fire;
• explosion;
• gas leak;
• structural risk;
• critical electrical short;
• major flooding;
• accident with a victim;
• risk to life.

3.2 Operational Incidents

• large-scale operational failure;
• incident affecting multiple properties;
• relevant technical error;
• critical execution failure;
• serious provider failure.

3.3 Financial Incidents

• material fraud;
• mass chargebacks;
• financial leak;
• judicial hold;
• suspected money laundering.

3.4 Technology Incidents

• cyberattack;
• data leak;
• critical systemic outage;
• credential compromise;
• critical failure in automations or AI.

4. CRITICALITY CLASSIFICATION

5. STEP 1 — INCIDENT IDENTIFICATION

An incident may be identified by:

• customer;
• user;
• provider;
• operations;
• Houser Plus;
• automated monitoring;
• partner;
• property management;
• authorities;
• observability tools.

Upon identification, the following must occur:

1. immediate opening of an incident ticket;
2. preliminary classification;
3. mandatory initial record.

6. STEP 2 — IMMEDIATE CONTAINMENT ACTIONS

Top priority:

1. preservation of life;
2. risk mitigation;
3. operational containment;
4. damage reduction.

Depending on the scenario, the following actions may be taken:

• evacuation;
• electrical shutoff;
• operational block;
• area isolation;
• emergency escalation;
• preventive service interruption;
• access suspension;
• system block.

7. STEP 3 — EMERGENCY ESCALATION

When needed, the following must be contacted immediately:

8. STEP 4 — INTERNAL ESCALATION

The incident must follow this escalation path:

Operational Level

• operations;
• support;
• Houser Plus.

Managerial Level

• operational coordination;
• regional management;
• technical management.

Strategic Level

• executives;
• compliance;
• legal;
• technology;
• finance, when applicable.

9. STEP 5 — LEGAL INVOLVEMENT

Legal must be engaged immediately when there is:

Legal may:

• advise on communications;
• preserve evidence;
• coordinate regulatory responses;
• approve official statements;
• advise on document retention.

10. STEP 6 — EVIDENCE PRESERVATION

All evidence related to the incident must be preserved.

The following may be collected:

• photos;
• videos;
• logs;
• timestamps;
• geolocation;
• device fingerprint;
• messages;
• audio;
• recordings;
• reports;
• checklists;
• financial records;
• audit trails;
• system records.

The following are prohibited:

• altering records;
• deleting evidence;
• tampering with documents;
• concealing relevant information.

11. STEP 7 — OFFICIAL COMMUNICATION

11.1 Internal Communication

Communication must:

• occur through official channels;
• be traceable;
• avoid unverified information;
• follow internal protocols.

11.2 External Communication

Only authorized personnel may:

• speak on behalf of Houser;
• issue statements;
• respond to the press;
• make public communications.

12. STEP 8 — OPERATIONAL CONTINGENCY

Houser may activate:

• contingency plan;
• operational fallback;
• provider substitution;
• preventive blocks;
• operational redundancy;
• regional suspension;
• temporary manual operation.

13. STEP 9 — INTERNAL INVESTIGATION

After initial stabilization, an internal investigation may be opened to:

• identify root cause;
• validate responsibilities;
• review failures;
• analyze evidence;
• identify systemic risks;
• implement improvements.

The investigation may involve:

• compliance;
• legal;
• operations;
• technology;
• finance;
• specialized partners.

14. STEP 10 — RESPONSIBILITY CLASSIFICATION

Responsibility will be analyzed considering:

• causal link;
• evidence;
• audit;
• contracts;
• operational involvement;
• compliance;
• actions of those involved.

Mere use of the Platform does not imply automatic liability of Houser.

15. STEP 11 — CORRECTIVE MEASURES

Houser may apply:

• protocol review;
• operational realignment;
• provider suspension;
• financial holds;
• blocks;
• additional audits;
• system improvements;
• mandatory training.

16. STEP 12 — FORMAL CLOSURE

The incident may only be closed after:

• minimum risk mitigation;
• full record;
• preliminary audit;
• operational validation;
• adequate documentation;
• preliminary legal closure when applicable.

Closure must include:

• final report;
• audit trail;
• action history;
• responsible parties;
• relevant evidence.

17. OPERATIONAL RESPONSE TIMES

These targets are operational estimates.

18. CRISIS COMMITTEE

Critical incidents may trigger activation of Houser's Crisis Committee.

The Committee may:

• coordinate responses;
• define contingencies;
• approve communications;
• oversee risks;
• decide on emergency measures.

19. RESPONSIBILITIES

Operations

• containment;
• recording;
• escalation;
• initial coordination.

Technology

• log preservation;
• system security;
• technology contingency.

Legal / Compliance

• regulatory guidance;
• legal protection;
• document retention;
• institutional communication.

Partners / Providers

• cooperation;
• evidence preservation;
• protocol compliance;
• technical support.

20. OPERATIONAL LIMITATION

Houser operates on a best-operational-effort basis during serious incidents.

Houser does not guarantee:

• complete elimination of impacts;
• absence of damage;
• unrestricted continuity;
• immediate recovery;
• absolute control of external factors.

21. WORKFLOW CHANGES

This workflow may be updated to reflect:

• operational evolution;
• new risks;
• regulatory changes;
• governance improvements;
• technology evolution.

22. FINAL PROVISIONS

This Critical Incident Workflow is part of:

• Residential Incident Policy;
• Operational Contingency Policy;
• Anti-Fraud Policy;
• Operational SLA;
• Operational Evidence Policy;
• AI Governance;
• other applicable Houser policies.