How to Report a Security Vulnerability or Issue to Elo

We take security seriously and appreciate reports of potential vulnerabilities or incidents involving Elo products or systems. If you’ve discovered a security issue, please report it through our Technical Support form: https://contactus.elotouch.com/technicalsupport 

By submitting a report, you acknowledge and accept Elo’s Vulnerability Submission Policy.

What to Include in Your Report

To help us investigate and respond quickly, please provide the following:

• Your full name and contact information
  (Email preferred, but any method we can use to follow up is acceptable.)

• Detailed description of the issue, including:

  • The name of the affected Elo service, product, or system

  • The software name, description, and version number (if applicable)

  • Step-by-step instructions to reproduce the issue

  • A technical description of the vulnerability (include proof of concept, if possible)

  • The potential impact or risk posed by the issue

  • Any other relevant information that may help us validate and resolve the vulnerability

Vulnerability Disclosure Policy

Responsible Reporting Guidelines

Elo values and encourages contributions from customers and the broader community to help improve the security of our products and services. If you identify a potential vulnerability, we ask that you act responsibly and follow these guidelines:

• Do not access, modify, or test Elo systems, services, products, or software without proper authorization.

• Do not disclose, alter, destroy, or misuse any data encountered during your investigation.

• Keep all information related to the reported issue strictly confidential, including communications with Elo.

• Avoid denial-of-service (DoS) attacks or any testing that could impact the availability, integrity, or confidentiality of Elo systems.

• Do not engage in social engineering, phishing, or similar activities targeting Elo customers or employees.

• Please note: Elo does not offer compensation for time spent or vulnerabilities discovered during unsolicited testing or research.

Vulnerability Response Process

Elo follows a structured process to evaluate and address reported security vulnerabilities.

Following the initial acknowledgment, Elo will make reasonable efforts to respond within 30 days to confirm whether the reported vulnerability has been:

• Validated and accepted, or
• Rejected
  • If the vulnerability is accepted, Elo may provide a non-binding proposed mitigation timeline.
  • If the vulnerability is rejected, Elo will provide the rationale for the rejection and remains open to reviewing any additional information provided.

Once a vulnerability is confirmed and accepted, Elo engineers will work to develop appropriate hardware and/or software mitigations.

Elo strives to complete analysis and implement software mitigations within 90 days of the initial acknowledgment. However, the actual release of mitigations may extend beyond this timeframe due to factors such as:

• Upstream vendors having different issue resolution timelines
• Substantial hardware or architectural changes required
• Product lifecycle or resource limitations
• Integration across multiple distribution channels or ecosystems

At its sole discretion, Elo may periodically publish security bulletins to inform the public of completed mitigations for affected products.

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