Phishing/Malware issues: SLA within 10 hours
Other AS Issues: SLA within 24 hours
Concern |
Process Path |
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Possible Phishing Attempts/Malware People who try to trick users to install malware or provide personal info via a phishing link. |
If user sees possible phishing attempt through Upwork, have them report to: phishing-report@upwork.com
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User Login Trouble
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Ensure user is the actual owner of the account. If actual account owner: see **User Login Trouble If NOT the account owner and looking to do a transfer of ownership: see **Request to Merge Accounts or Update Ownership of an Account |
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Account Takeover (ATO)/Hijacked Accounts An account in which another person (not the Account Owner) has actually gained access to the AO’s account in which the actual AO may or may not have access to said account. |
If “hacking” mentioned: Check User Actions in OBO to see if password/SQ/email changes were made in the last 2 weeks (or, since user believes they last logged in). If changes made based on above: go to **Account Takeover (ATO) / Hijacked Accounts If no changes made and account owner: **User Login Trouble |
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Reports of Compromised Accounts An account in which another person (not the Account Owner) enters in the username and password of the AO, but the account is protected by security measures (e.g. security question) so the other person is unable to gain access to the account. |
Check User Actions in OBO to confirm password/email/SQA were not recently changed. If no changes made: see **Compromised Accounts and user-friendly article Secure a Compromised Account If changes made: see **Account Takeover (ATO) / Hijacked Accounts |
| User following up on an AS ticket |
Merge new ticket into existing ticket adding internal notes on communication. If ticket “solved” and AS needs to review again, reopen after ticket merge. |