Vulnerability Disclosure Policy

INTRODUCTION

ConnectWise is committed to ensuring the security of our Colleagues and Partners by protecting their information. We believe that collaborating with independent researchers, industry organizations, partners and the greater community across the globe is crucial in identifying weaknesses in any technology. This policy is intended to give clear guidelines for conducting vulnerability discovery activities and to convey our preferences on how to submit discovered vulnerabilities to us.

This policy describes what systems and types of research are covered under this policy, how to report vulnerabilities to us, and how long we ask security researchers to wait before publicly disclosing vulnerabilities.

AUTHORIZATION

If you make a good faith effort to comply with this policy during your security research or discovery, we will consider your research to be authorized. We will work with you to understand and resolve the issue quickly, and ConnectWise will not recommend or pursue legal action related to your research. Should legal action be initiated by a third party against you for activities that were conducted in accordance with this policy, we will make this authorization known.

GUIDELINES

Under this policy, “research” means activities in which you:

• Notify us as soon as possible after you discover a real or potential security issue.
• Make every effort to avoid privacy violations, degradation of user experience, disruption to production systems, and destruction or manipulation of data.
• Only use exploits to the extent necessary to confirm a vulnerability’s presence. Do not use an exploit to compromise or exfiltrate data, establish system access or use the exploit to pivot to other systems.
• Provide us a reasonable amount of time to resolve the issue before you disclose it publicly.
• Do not submit a high volume of low-quality reports.

Once you’ve established that a vulnerability exists or encounter any sensitive data (including personally identifiable information, financial information, or proprietary information or trade secrets of any party), you must stop your test, notify us immediately, and not disclose this data to anyone else.

IMPORTANT

When reporting issues, please refrain from including any sensitive or personal information in any screenshots or attachments provided.

Only interact with accounts you own or accounts where you have explicit permissions from the account holder.

The methods used to test or verify an issue must not be disproportionate to that which is required or typically deemed acceptable good faith behavior, such as, including without limitation:

• Do not cause potential or actual damage to our users, systems, or applications. For example, using brute force attacks to gain access to applications, products, or services. DDOS or other disruptive testing.
• Automated scraping and fuzzing or conducting blind or large scans using automated tools are strictly prohibited.
• Do not perform attacks that target personnel property, data centers, partners, and affiliates.
• Do not conduct social engineering activity (e.g., phishing, vishing, smishing), to gain access to any ConnectWise colleague, application, product, or service.
• Do not exploit a vulnerability to view unauthorized or corrupt data. When validating exfiltration, please test only the minimum necessary to validate or demonstrate the issue. Refrain from downloading more data than necessary to demonstrate the issue or deleting or modifying any data.

REPORTING A VULNERABILITY

If a vulnerability is discovered, researchers must provide a detailed summary of the vulnerability, including the following:

• Clear description of the vulnerability and its potential impact;
• Product, version, and configuration of any software or hardware potentially impacted;
• Step-by-step instructions to reproduce the issue;
• A proof-of-concept; and
• suggested mitigation or remediation actions, as appropriate.

We accept vulnerability reports via email to disclosure@connectwise.com. Reports may be submitted anonymously. If you share contact information, we will acknowledge receipt of your report within 3 business days.

By submitting a vulnerability, you acknowledge that any reward is at the discretion of ConnectWise, that you have no expectation of payment and that you expressly waive any future pay claims against ConnectWise

WHAT WE WOULD LIKE TO SEE FROM YOU

To help us triage and prioritize submissions, we recommend that your reports:

• Describe the location the vulnerability was discovered and the potential impact of exploitation.
• Offer a detailed description of the steps needed to reproduce the vulnerability (proof of concept scripts or screenshots are helpful).

WHAT YOU CAN EXPECT FROM US

When you choose to share your contact information with us, we commit to coordinating with you as openly and as quickly as possible.

• Within 3 business days, we will acknowledge that your report has been received.
• To the best of our ability, we will confirm the existence of the vulnerability to you and be as transparent as possible about what steps we are taking during the remediation process, including on issues or challenges that may delay resolution.
• We will maintain an open dialogue to discuss issues.

QUESTIONS

Questions regarding this policy may be sent to disclosure@connectwise.com. We also invite you to contact us with suggestions for improving this policy.

LEGAL

Non-Disclosure Agreement: All information relating to vulnerabilities that you become aware of through ConnectWise’s Voluntary Disclosure Policy (“VDP”) is considered ConnectWise confidential. To give ConnectWise time to remediate a vulnerability, you agree to refrain from disclosing confidential information publicly or to any third party (outside of ConnectWise) without prior, written approval from the Information Security team at ConnectWise. You agree to honor any request from the Information Security team at ConnectWise to promptly return or destroy all copies of confidential information and all notes related to the confidential information.

In honor of our commitment to collaboration and transparency, the ConnectWise Information Security team will not withhold approval of disclosure unless ConnectWise believes, in good faith, that confidentiality is required to avoid material harm.

You must comply with all applicable laws, rules, and regulations (including those local to you) with respect to your activities related to ConnectWise’s VDP. If a reward is approved, rewards will not be issued to you if you are (a) in

an US (United States) embargoed country or (b) on an US Government list of sanctioned or restricted individuals or affiliated with any sanctioned or restricted entities.

ConnectWise reserves the right to modify the terms and conditions of this VDP and your participation in the Program constitutes acceptance of all terms. Please check this site regularly as we routinely update our VDP terms and eligibility, which are effective upon posting. We reserve the right to cancel this Program at any time.

SAFE HARBOR

Any activities conducted in a manner consistent with this policy will be considered authorized conduct and we will not initiate legal action against you. If legal action is initiated by a third party against you in connection with activities conducted under this policy, we will take steps to make it known that your actions were conducted in compliance with this policy.