---
title: "Reporting a software vulnerability"
canonical: "https://support.blancco.com/space/KB/11632672/Reporting%20a%20software%20vulnerability"
format: markdown
---
<span style="color: #000000">Blancco is committed to security in its products and takes all reported matters very seriously. Any vulnerability identified will be investigated thoroughly and, if affecting the key security elements of the product, escalated to the highest priority within the appropriate team.</span>

<span style="color: #000000">The following contents describe Blancco’s official process for handling and remediating prospective vulnerabilities found in our products.</span>  


<span style="color: #000000">**Communication of Information**</span>

<span style="color: #000000">Identified issues should be reported by filling an Incident request on Blancco’s</span><span style="color: #ff0000"> </span><span style="color: #ff0000">[technical support site](https://support.blancco.com/)</span><span style="color: #003366">:</span>

1. <span style="color: #003366">Click the 'Report an Incident' button.</span>
2. <span style="color: #003366">Click 'Technical Support Request'.</span>
3. <span style="color: #003366">Fill in the incident information and submit the Incident.</span>

<span style="color: #003366">More information about the Incident creation process can be found from the </span><span style="color: #003366">[Technical Support Portal - Quick-start Guide](https://download.blancco.com/Technical_Support/Blancco_Technical_Support_Portal_-_Quick-Start_Guide.pdf)</span><span style="color: #003366">. </span>

<span style="color: #000000">Alternatively, an email can be sent to </span><span style="color: #ff0000">[support@blancco.com](mailto:support@blancco.com)</span><span style="color: #000000">; this will result in an automatically generated ticket.</span>

<span style="color: #000000">In order to deal with the reported issue more effectively, please provide as much supporting information as possible, such as an</span><span style="color: #ff0000"> </span><span style="color: #ff0000">[Issue Report](https://go.docs.blancco.com/wiki/spaces/KB/pages/11632991)</span><span style="color: #000000"> (Blancco Driver Eraser and Blancco Mobile Device Eraser), detailed information about the environment used or steps to recreate the issue.</span>  


<span style="color: #000000">**Response**</span>

<span style="color: #000000">When you have submitted a ticket, it will be assigned a tracking ID and a response will be given with details of the steps that will be followed in order to resolve the issue. If it is not possible to resolve, validate or recreate the issue, you will be issued this information directly.</span>  


<span style="color: #000000">**Disclosure of Vulnerability**</span>

For the protection of other users of Blancco software, it is strongly requested that you do not publicly issue any information about the identified vulnerability. Blancco will coordinate a public response with you if necessary. Blancco also respectfully asks that you provide us with sufficient time to investigate and resolve the issue. 

For EUCC-certified products, upon certificate withdrawal, all publicly known and remediated vulnerabilities will be registered on the European Vulnerability Database (EUVD).