If a cloud provider, SaaS vendor, managed service provider, or other supplier may have been compromised, treat the event as a joint investigation rather than waiting for the supplier to “fix it.” Open an incident record, preserve your own evidence, identify affected identities and data, establish the provider’s responsibilities and authority, then contain activity in a way that limits spread without destroying evidence or causing avoidable outages. The exact action depends on the service model, observed indicators, contract, legal duties, and business impact.
What counts as a third-party cloud incident?
A third-party cloud incident is any suspected compromise, exposure, outage, or misuse involving a service that another organization operates for you. Examples include a vendor account takeover, malicious activity in a managed platform, a provider-side data exposure, stolen integration credentials, or a supplier breach that could reach your cloud workloads.
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Your organization may not control the provider’s infrastructure, hypervisor, identity system, or forensic records. You still remain responsible for understanding what your users, data, applications, and credentials could have exposed. The response therefore has two tracks: investigate what happened in the provider’s environment and independently determine what changed in your environment.
NIST’s current incident-response publication is Special Publication 800-61 Revision 3, published in April 2025. It supersedes Revision 2, aligns incident response with the Cybersecurity Framework 2.0, and treats response as part of organization-wide cybersecurity risk management.
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The response sequence
Use the following sequence as a decision framework, not as a universal command list. Some steps overlap, and a safety-critical or actively destructive attack may require containment before the initial scope is complete.
1. Establish what is known and open the response
Start a formal incident record as soon as the report is credible enough to require investigation. Capture:
- Who reported the event and how it was detected.
- The provider, supplier, account, tenant, region, and service involved.
- The suspected event type, such as credential theft, unauthorized access, data exposure, malware, or service compromise.
- Known or suspected affected identities, workloads, data stores, integrations, and connected systems.
- The immediate effect on confidentiality, integrity, availability, safety, and business operations.
- Detection time, first suspected activity, and every subsequent decision or action.
Assign an incident lead and bring in incident responders, cloud and system administrators, asset and data owners, legal and privacy staff, leadership, and communications personnel as appropriate. NIST describes incident handlers as responsible for verifying incidents, collecting and analyzing evidence, prioritizing work, limiting damage, identifying root causes, and restoring operations. Keep one person accountable for the decision log even when several teams perform the technical work.
2. Preserve evidence before short-lived data disappears
Cloud evidence can be transient. Virtual machines, containers, serverless executions, provider-side audit records, and temporary network telemetry may be deleted or rotated while the incident is still being discussed. Preserve what your organization can lawfully access before changing the environment.
- Export relevant identity, administrative, application, network, storage, and security-service logs with their original timestamps and time-zone information.
- Record the tenant, account, subscription, project, region, resource identifier, and query used for each export.
- Preserve alerts, provider notices, support tickets, emails, chat messages, and status-page updates.
- Capture affected configurations, access policies, security groups, integration settings, and secrets-management records before remediation changes them.
- Calculate hashes or use an approved evidence repository when your process requires integrity verification.
- Maintain a custody record showing who collected, transferred, accessed, or transformed each item.
CISA’s TIC 3.0 Cloud Use Case emphasizes having sufficient telemetry and logging to reconstruct incidents involving ephemeral resources. That does not mean every customer can obtain provider infrastructure logs or images. Ask specifically what the provider can preserve, for what time period, in what format, and under which contractual or legal process.
3. Build an initial scope and confidence level
Separate confirmed facts, credible indications, and unanswered questions. For each suspected asset or identity, record the evidence supporting inclusion and the evidence still needed.
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- Identities: user accounts, service principals, API keys, OAuth applications, federation paths, privileged roles, and vendor support accounts.
- Resources: virtual machines, containers, functions, databases, object stores, queues, repositories, backups, and management planes.
- Data: records that were readable, writable, copied, deleted, encrypted, or merely present in an affected system.
- Connections: private links, VPNs, peering, CI/CD pipelines, monitoring systems, ticketing tools, payment systems, and other suppliers.
- Time: the earliest suspicious authentication or configuration change, the last known activity, and any periods for which logs are missing.
To answer “How do I know whether my data was affected?”, look for evidence of access rather than relying on the provider’s headline description alone. Correlate provider notifications with your own authentication records, object and database access logs, egress telemetry, application events, data-loss controls, and changes to permissions or integrations. A lack of a matching log can mean no access occurred, but it can also mean the relevant telemetry was not enabled, retained, or available. State that uncertainty explicitly.
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Contact the provider through the incident channel in your contract or security addendum, not only through a normal support queue. Give the provider enough detail to search its records while avoiding unnecessary disclosure of sensitive investigation material.
What to establish in the first provider call
- The provider’s incident identifier, incident lead, escalation manager, and secure communication channel.
- Whether the provider considers the event confirmed, suspected, contained, or ongoing.
- The affected service, regions, tenants, control-plane components, and time window.
- What provider-side indicators, logs, snapshots, or forensic findings can be shared.
- What the provider has already changed, including credential revocation, account suspension, isolation, patches, or service restrictions.
- Which actions your organization may authorize the provider to perform and which actions require your approval.
- Expected update frequency, evidence formats, retention periods, and points of contact for legal and privacy questions.
Review the master agreement, service terms, security addendum, data-processing terms, incident-response playbook, and any managed-service statement of work. Look for notification triggers, cooperation duties, audit rights, forensic assistance, log retention, subcontractor obligations, data-location terms, and rules governing emergency access or service suspension.
NIST warns that provider actions may be restricted. A provider may be unable to share raw information, may only provide sanitized incident details, or may lack authority to deactivate a service on your behalf. Confirm authority before an emergency rather than assuming that a support representative can isolate workloads or release evidence.
How SaaS, PaaS, and IaaS change the investigation
The cloud service model affects what you can see and which party can act. CISA’s cloud guidance highlights less customer visibility in SaaS than in PaaS or IaaS; customers generally carry more incident-handling responsibility as they move toward infrastructure they control.
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| Service model | Customer visibility and control | Response planning emphasis |
|---|---|---|
| SaaS | Provider controls most of the application, underlying infrastructure, and often the primary audit systems. Customer visibility is generally the lowest. | Define notification quality, exportable audit logs, retention, data-access evidence, account suspension authority, and how the provider will investigate tenant-specific activity. |
| PaaS | The provider operates the platform, while the customer controls application code, data, identities, and configuration within that platform. | Coordinate provider and customer evidence. Prepare to investigate application, identity, data, and configuration activity while the provider handles platform components. |
| IaaS | The customer controls more operating-system, network, workload, and identity components, although the provider still controls the underlying service. | Maintain detailed workload and network telemetry, preserve images and configurations where authorized, and define which provider-side records or actions are available during a suspected platform incident. |
These categories are not a ranking. A heavily managed service can be safer for one organization and harder to investigate for another. Choose controls based on the data, threat, contractual access, and operational dependency.
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Choose containment proportional to risk
“Most incidents require some form of containment,” according to the National Institute of Standards and Technology in SP 800-61 Revision 3 (April 2025). Containment means preventing the incident from expanding while preserving the ability to understand and remediate it.
Decide before you disrupt
For each proposed action, document the indicator that justifies it, the expected risk reduction, the evidence it may destroy, the systems it may interrupt, who has authority to approve it, and how it can be reversed. Ask:
- Is malicious activity active, or is the evidence historical and stable?
- Could the action cut off a safety-critical service, break a dependency, or trigger data loss?
- Will the change overwrite volatile logs, memory, tokens, or attacker tooling that investigators need?
- Can the provider perform a narrower action than the customer can?
- What monitoring will confirm that containment worked?
NIST recommends balancing fast recovery against observing the attacker or conducting a fuller investigation. In a rapidly spreading compromise, speed may dominate. In a contained exposure with strong evidence-preservation requirements, a staged or narrowly scoped action may be safer.
Potential containment actions
Depending on the evidence and authority, the response team may:
- Revoke or restrict implicated third-party credentials, API keys, OAuth grants, federation paths, or support access.
- Disable affected user or service accounts and remove unnecessary privileged roles.
- Isolate workloads, subnets, storage, or management interfaces from suspected paths.
- Block known malicious addresses, domains, certificates, commands, or application routes.
- Suspend a compromised integration, webhook, pipeline, connector, or data exchange.
- Ask the provider to contain provider-side activity, preserve evidence, or place a tenant under heightened monitoring.
- Temporarily restrict high-risk administrative operations while maintaining a documented emergency access path.
None of these actions is universally safe or sufficient. Validate the indicator, dependency, contractual authority, provider capability, and business impact before execution. Record the exact time, scope, approver, operator, and observed result.
Use staged containment when possible
- Apply the narrowest restriction that blocks the confirmed path.
- Increase monitoring and verify whether suspicious activity stops or moves to another identity or resource.
- Expand the restriction only when evidence shows additional scope or continued risk.
- Preserve a clean record of each change so normal access can be restored deliberately.
Consider advance authorization for a provider to perform defined emergency actions, such as suspending a named integration or isolating a specified workload class. The authorization should state triggers, limits, notification requirements, evidence preservation duties, and how service will be restored.
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Eradicate persistence and close the entry path
Eradication begins after the team has contained the active path well enough to make remediation safe. NIST specifically identifies disabling breached accounts and remediating exploited vulnerabilities as eradication activities.
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- Remove unauthorized users, keys, tokens, roles, OAuth grants, scheduled tasks, startup items, web shells, and other persistence.
- Patch or otherwise mitigate the exploited vulnerability across every affected host and service, not only the first system discovered.
- Replace compromised secrets and certificates according to the organization’s dependency map.
- Review images, templates, infrastructure-as-code, CI/CD jobs, and configuration baselines for embedded access or malicious changes.
- Identify all affected hosts, accounts, services, and regions before declaring remediation complete.
- Confirm that the provider or supplier has addressed its side of the event and explain what evidence supports that conclusion.
The correct credential, token, rebuild, or reconfiguration pattern depends on the architecture. Rotating one key, rebuilding one server, or deleting one account is not proof that an incident has been eradicated. Check for alternate credentials, cached tokens, delegated access, backup copies, and integrations that could immediately restore the attacker’s path.
Recover in controlled stages
Recovery should restore business function without reintroducing the compromise. Define the order of restoration according to business criticality, safety, data integrity, and dependency relationships.
- Establish a known-good baseline for identities, images, configurations, network controls, and monitoring.
- Restore or reconnect the least risky dependency first and verify authentication, authorization, logging, and data integrity.
- Bring higher-impact services back in stages, with explicit approval for each stage.
- Monitor for renewed suspicious authentication, privilege changes, unusual egress, data access, or configuration drift.
- Revoke temporary emergency access and close investigation-only channels after they are no longer needed.
- Obtain provider confirmation that relevant remediation and monitoring are complete, then retain the confirmation with the incident record.
Do not treat service availability as proof of recovery. A system can be online while compromised credentials, malicious configurations, or hidden persistence remain active.
Document, notify, and improve
Maintain a decision and action log throughout the incident. Include provider statements, evidence received, assumptions, rejected options, approvals, containment changes, restoration checkpoints, and unresolved questions.
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After recovery, conduct a review that asks:
- Which logs or telemetry were missing, delayed, or inaccessible?
- Could the team identify every affected identity, workload, data store, and integration?
- Did the contract provide usable notification, evidence access, and escalation paths?
- Who had authority to suspend accounts, isolate workloads, or approve provider actions?
- Were business dependencies and safety impacts understood before containment?
- Did monitoring detect the first suspicious activity early enough?
- Which response steps should be exercised with the provider and other suppliers?
Update runbooks, contact lists, access reviews, logging requirements, data inventories, and supplier terms based on the answers. CISA recommends planning third-party and managed-service-provider access and formalizing security requirements before an incident.
When to bring in outside help
Use an incident-response retainer or digital-forensics and incident-response (DFIR) support when internal staff cannot preserve evidence, investigate the provider boundary, determine data impact, or operate the affected environment safely. Outside responders can also help when the event involves regulated data, a hostile supplier relationship, suspected insider activity, litigation risk, or a compromise that crosses multiple providers.
Before granting access, define the responder’s scope, confidentiality terms, evidence-handling method, authority to make changes, reporting path, and coordination with counsel and the provider. NIST recognizes contracted incident handlers and provider response teams as possible response resources; the organization still needs an accountable incident lead and documented decisions.
Prepare before a supplier is compromised
The fastest response is enabled by decisions made before the incident. For each critical cloud supplier, maintain:
- An up-to-date service, data, identity, integration, and dependency inventory.
- Named security and executive escalation contacts with a tested after-hours route.
- Contract language covering notification, cooperation, evidence, logging, retention, subcontractors, and emergency actions.
- Documented authority for credential revocation, account suspension, workload isolation, and provider-side containment.
- Centralized logging and retention that match the time needed to detect and investigate an incident.
- Break-glass access that is protected, monitored, and tested.
- Exercises involving the provider, managed service partners, legal, privacy, communications, and business owners.
Ask providers in advance how they distinguish a provider-wide event from tenant-specific activity, what customer-visible evidence they can supply, how quickly they notify customers, and how they support preservation requests. Record the answers where responders can find them during an outage or security event.
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