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Status: Unreviewed

CIO Involvement

When and why the Chief Information Officer must be involved.

CIO Role​

The CIO oversees:

  • Compliance and regulatory matters
  • Financial controls and approvals
  • Technology and data security
  • Policy enforcement

Automatic CIO Triggers​

Must Notify CIO​

SituationAction
Legal threat receivedImmediate notification
Regulatory inquiryImmediate notification
Media/press contactImmediate notification
Suspected fraudImmediate notification
Data breach concernImmediate notification

CIO Approval Required​

SituationBefore
USDT withdrawalProcessing (with CEO)
Policy exceptionGranting
Termination reversalProcessing
Compliance hold releaseRelease
Large refund (>€10K)Processing

CIO Decision Areas​

Compliance Matters​

AreaCIO Authority
Violation assessmentFinal determination
Disciplinary actionApprove/modify
Warning issuanceAuthorize
Termination decisionApprove

Financial Matters​

AreaCIO Authority
Disputed amounts >€5KResolution authority
Exception requestsApprove/deny
Process overridesAuthorize
USDT (with CEO)Co-approval

Sensitive Situations​

SituationCIO Role
Customer legal threatsAssess and route to legal
Regulatory contactsPrimary responder
Reputation riskDecision authority
Executive complaintsHandle directly

How to Involve CIO​

Standard Request​

  1. Prepare summary (see How to Escalate)
  2. Email with subject: [CIO Review] Brief description
  3. Include:
    • Ticket/case reference
    • Issue summary
    • Why CIO involvement needed
    • Recommended action (if any)
    • Urgency level

Urgent Request​

  1. Same preparation
  2. Subject: [URGENT CIO] Brief description
  3. Direct contact (Teams/Slack/call)
  4. Follow up with written documentation

Response Times​

UrgencyExpected Response
StandardWithin 2 business days
UrgentSame business day
CriticalImmediate

After CIO Decision​

ActionResponsibility
Document decisionSupport team
Implement actionAs directed
Communicate to customerSupport team
Update ticketSupport team
Archive documentationCompliance

CIO Is NOT For​

SituationCorrect Path
Standard support questionsL1/L2
Technical bugsTech team
Feature requestsProduct team
General feedbackSupport manager