Commit 7c7e130f authored by Access Now Helpline's avatar Access Now Helpline
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automatic push from confidential repository

parent cbd17d1e
---
title: Vetting Request - Encrypted
keywords: email templates, vetting, vetting process, partner
last_updated: July 20, 2018
last_updated: August 12, 2021
tags: [helpline_procedures_templates, templates]
summary: "External Vetting, email to partner (only encrypted)"
sidebar: mydoc_sidebar
......@@ -18,19 +18,19 @@ lang: en
### Body
Dear [NAME],
Dear {{ beneficiary name }},
My name is [IH's Name] and I’m part of Access Now Digital Security Helpline. I received your contact information from [Access Now Employee's or Partner's Name (Not the client information)]. I’m contacting you to ask for assistance with the vetting process of a new Helpline client.
My name is {{ incident handler name }} and I’m part of Access Now Digital Security Helpline. I received your contact information from [[ Access Now Employee's or Partner's Name (Not the client information) ]]. I’m contacting you to ask for assistance with the vetting process of a new Helpline client.
Recently we received a help request from (XXXX name@domain, [Signal #], Position, Organization). They are requesting our guidance for a digital security concern.
Recently we received a help request from [[ {{ beneficiary email }}, {{ beneficiary signal number }}, Position, Organization ]]. They are requesting our guidance for a digital security concern.
We would be thrilled to continue providing our help, but first need to verify with trusted partners their identity and work. It would be of great help for us if you could verify their identity and confirm they are a trustworthy member of civil society.
Could you please confirm that:
- This contact information is associated with the person in question
- You trust this person in general and believe their actions do not negatively affect civil society
- You trust this person in general and believe their actions do not negatively affect civil society
If you have any question or concern please let us know. In advance I appreciate your kind assistance.
If you have any question or concern please let us know. In advance I appreciate your kind assistance.
[YOUR NAME]
\ No newline at end of file
{{ incident handler name }}
---
title: Instructions to set Up FileVault 2 on a Mac
keywords: Device security, FileVault
last_updated: February 21, 2019
last_updated: August 12, 2021
tags: [devices_data_security_templates, templates]
summary: "Email template to guide clients into setting up FileVault 2 in their Mac"
sidebar: mydoc_sidebar
......@@ -14,15 +14,15 @@ lang: en
# Instructions to set Up FileVault 2 on a Mac
## Email template to guide clients into setting up FileVault 2 in their Mac
## Email template to guide clients into setting up FileVault 2 in their Mac
### Body
Hi [Client's Name],
Hi {{ beneficiary name }},
I'm writing to send instructions on how to set up FileVault 2 in your computer. Please follow these steps and let me know if you have any questions.
1. Create a recovery/backup of your data to avoid any risk of data loss:
1. Create a recovery/backup of your data to avoid any risk of data loss:
Prepare an external hard drive to store the backup. To backup your files, you can us Time Machine or an OS X Server from your network.
......@@ -44,20 +44,15 @@ I'm writing to send instructions on how to set up FileVault 2 in your computer.
Please keep in mind that full- disk encryption is only effective when the computer is powered off.
To learn more about full-disk encryption, you might want to read this guide: https://ssd.eff.org/en/module/keeping-your-data-safe
If you need more assistance, please let us know - we will be glad to assist you for any further need.
Best,
[IH's Name]
{{ incident handler name }}
* * *
### Related Articles
---
title: How to Clean a Malware-Infected Windows Machine
keywords: malware, Windows, virus
last_updated: August 13, 2019
last_updated: August 16, 2021
tags: [vulnerabilities_malware, articles]
summary: "A Windows computer is suspected to be infected with malware, or the computer behaves abnormally, with some common symptoms - unusual slowness, application errors regularly pop up, some programs are crashing and freezing, files or folders become hidden, new files have been created"
sidebar: mydoc_sidebar
......@@ -80,8 +80,9 @@ There are several approaches to deal with computers infected with malware, depen
Antivirus software can be an effective first response to protecting a device from a significant percentage of malware. However, antivirus software is generally considered ineffective against targeted attacks, especially by state-sponsored actors. Nevertheless, it remains a valuable defensive tool against non-targeted, but still dangerous, malware. Below is a non-exhaustive list of options:
- The default choice for Windows 8 to 10 is the built-in antivirus, [Windows Defender](https://www.microsoft.com/en-us/windows/comprehensive-security). For Windows 7 and older versions [Microsoft Security Essentials](https://support.microsoft.com/en-us/help/14210/security-essentials-download) can be downloaded.
- The default choice for Windows 8 to 10 is the built-in antivirus, [Windows Defender](https://www.microsoft.com/en-us/windows/comprehensive-security).
- Instructions for running a scan with Windows Defender can be found [here](https://support.microsoft.com/en-us/help/4013263/windows-10-protect-my-device-with-windows-defender-antivirus).
- Microsoft no longer provides support for Windows 7 and older versions. For more information, check [Microsoft's Windows 7 end-of-life support article](https://www.microsoft.com/en-US/windows/windows-7-end-of-life-support-information).
Other antiviruses that can be used on Windows are:
......@@ -188,4 +189,4 @@ Perform Additional steps as necessary:
### Related Articles
- [Article #258: Advanced Threats Triage Workflow](258-Advanced_Threats_Triage_Workflow.html)
- [Article #134: Removing adware from a Windows machine](134-Remove_Adware_Windows.html)
\ No newline at end of file
- [Article #134: Removing adware from a Windows machine](134-Remove_Adware_Windows.html)
---
title: Facebook - Page Blocked
keywords: email templates, page recovery, Facebook
last_updated: July 20, 2018
last_updated: August 12, 2021
tags: [account_recovery_templates, templates]
summary: "Initial email to client about a Facebook page blocked due to an alias"
sidebar: mydoc_sidebar
......@@ -18,9 +18,9 @@ lang: en
### Body
Hi [Client's Name],
Hi {{ beneficiary name }},
My name is [IH's Name] from the Access Now Digital Security Helpline, and we are happy to help you.
My name is {{ incident handler name }} from the Access Now Digital Security Helpline, and we are happy to help you.
I have read your request, and in this particular case we need to know if you have already tried to change your name to the original one or to revoke the suspension of your account through the official Facebook form: https://www.facebook.com/help/contact/260749603972907
......@@ -28,4 +28,4 @@ We need to know this to decide which is the best way to proceed.
Thank you,
[IH's Name]
\ No newline at end of file
{{ incident handler name }}
---
title: Post-DSC Outreach Template
keywords: email templates, outreach, events, DSC, digital security clinics
last_updated: July 20, 2018
last_updated: August 12, 2021
tags: [helpline_procedures_templates, templates]
summary: "Email template for outreach - addressed at members of civil society we met during a Digital Security Clinic or an event"
sidebar: mydoc_sidebar
......@@ -18,9 +18,9 @@ lang: en
### Body
Hi [Client Name],
Hi {{ beneficiary name }},
This is [Your Name] from the Access Now Digital Security Helpline. It was great meeting you at [DSC/Event name].
This is {{ incident handler name }} from the Access Now Digital Security Helpline. It was great meeting you at [[ DSC/Event name ]].
I am just sending this email to let you know how much I enjoyed our conversation. Our helpline is available 24 hours a day every day of the year to provide any digital security advice or technical assistance you may need. You can read more about the helpline at https://www.accessnow.org/help and you can always contact us at help@accessnow.org.
......@@ -31,4 +31,4 @@ As before, I remain available for any question or assistance.
Thanks,
[your Name]
\ No newline at end of file
{{ incident handler name }}
---
title: Post-DSC Outreach Template - Spanish
keywords: email templates, outreach, events, DSC, digital security clinics
last_updated: August 16, 2019
last_updated: August 12, 2021
tags: [helpline_procedures_templates, templates]
summary: "Email template for outreach in Spanish - addressed at members of civil society we met during a Digital Security Clinic or an event"
sidebar: mydoc_sidebar
......@@ -18,16 +18,16 @@ lang: es
### Body
Estimado/a [Client Name],
Estimado/a {{ beneficiary name }},
Le escribe [IH Name] de la Línea de Ayuda en Seguridad Digital de Access Now. Fue un gusto conversar durante [Nombre del evento - DSC].
Le escribe {{ incident handler name }} de la Línea de Ayuda en Seguridad Digital de Access Now. Fue un gusto conversar durante {{ event name }}.
Solamente estoy enviando este correo para recordarle que nuestra línea de ayuda se encuentra disponible 24/7 todos los días del año para cualquier consejo y asistencia en temas de seguridad digital. Puede encontrar más información sobre la línea de ayuda en https://www.accessnow.org/help-es/ y siempre puede contactarnos al correo electrónico help@accessnow.org.
Adicionalmente estoy adjuntando nuestra llave PGP. Si aún no tiene configurado cifrado en su correo electrónico, gustosamente podemos colaborar; de forma tal que creemos un canal de comunicación seguro en caso de necesitarlo en un futuro.
Adicionalmente estoy adjuntando nuestra llave PGP. Si aún no tiene configurado cifrado en su correo electrónico, gustosamente podemos colaborar; de forma tal que creemos un canal de comunicación seguro en caso de necesitarlo en un futuro.
Al igual que antes, quedamos a total disposición para cualquier pregunta o asistencia.
Gracias,
[IH Name]
\ No newline at end of file
{{ incident handler name }}
---
title: Initial Reply in English
keywords: email templates, initial reply, case handling policy
last_updated: July 20, 2018
last_updated: August 12, 2021
tags: [helpline_procedures_templates, templates]
summary: "First response, Email to Client"
sidebar: mydoc_sidebar
......@@ -17,10 +17,10 @@ lang: en
### Body
Dear $ClientName,
Dear {{ beneficiary name }},
Thank you for contacting the Access Now Digital Security Helpline
(https://www.accessnow.org/help), my name is $IHName and i am here to
(https://www.accessnow.org/help). My name is {{ incident handler name }} and I am here to
help you.
We have received your initial request and my team is now working on it.
......@@ -28,16 +28,15 @@ We have received your initial request and my team is now working on it.
Please be informed that the Helpline is operated by a group of security
professionals working from different time zones. Therefore, different
team members may answer to your messages depending on the time and day
it was received. Myself, or one of my colleagues will follow-up with you
it was received. Myself or one of my colleagues will follow-up with you
shortly to request for additional details or supplementary context
needed to process your request.
Please continue to include “[accessnow #ID]” in the subject line for all
Please continue to include “[accessnow #{{ ticket id }}]” in the subject line for all
future correspondence about this issue. This is a reference ID generated
by our ticketing system to manage and coordinate tasks for your request.
We would be grateful if you could tell us what name and pronoun/s you would like to be addressed with.
Kind regards,
$IHName
{{ incident handler name }}
---
title: PGP - Setup - Final Email - French
keywords: PGP setup, digital security basics
last_updated: October 30, 2018
last_updated: August 12, 2021
tags: [secure_communications_templates, templates]
summary: "Email to French-speaking client to confirm that they have set up PGP"
sidebar: mydoc_sidebar
......@@ -17,7 +17,7 @@ lang: fr
### Body
Cher/Chère XXXX,
Cher/Chère {{ beneficiary name }},
La configuration PGP de votre compte email est terminée. Maintenant que vous avez terminé le processus d'installation, je voudrais vous donner quelques recommandations concernant l'utilisation de PGP:
......@@ -33,7 +33,7 @@ Bien sûr, pour toute nouvelle demande, vous pouvez nous contacter via notre adr
Merci,
[IH]
{{ incident handler name }}
......@@ -43,6 +43,3 @@ Merci,
### Related Articles
- [Article #3: PGP - Setup - Final Email](3-PGP-Setup_Final.html)
---
title: Inform Clients of Vetting Process
keywords: email templates, vetting, vetting process
last_updated: July 20, 2018
last_updated: August 12, 2021
tags: [helpline_procedures_templates, templates]
summary: "Template to inform clients about our vetting process"
sidebar: mydoc_sidebar
......@@ -18,7 +18,7 @@ lang: en
### Body
Hi [CLIENT_NAME],
Hi {{ beneficiary name }},
We appreciate your trust in our Helpline service. In order to protect the at-risk users we serve and extend our trust network, we vet potential Helpline clients.
......@@ -30,10 +30,10 @@ Our team will continue to work on your request while we complete this process. P
You can help us move this process forward by filling out the following survey about you and the scope of your work:
https://form.accessnow.org/index.php/652353/Y?ticket=[VETTING_TICKET_ID]
https://form.accessnow.org/index.php/652353/Y?ticket={{ vetting ticket id }}
Regards,
[YOUR_NAME]
{{ incident handler name }}
* * *
......
---
title: Inform Intermediary About Vetting Process
keywords: email templates, vetting, vetting process, intermediaries
last_updated: July 20, 2018
last_updated: August 12, 2021
tags: [helpline_procedures_templates, templates]
summary: "Template to inform an intermediary about our vetting process"
sidebar: mydoc_sidebar
......@@ -18,20 +18,20 @@ lang: en
### Body
Hi [NAME],
Hi {{ beneficiary name }},
We appreciate your trust in the Helpline. In order to protect the at-risk users we serve and extend our trust network, we vet potential Helpline clients.
During this process, we reach out to Access Now's trusted partners where we may share [Client Name]'s name and contact information to (1) confirm they are who they state they are and (2) they are part of civil society. Any other information, including the reason they contacted our Helpline, will remain strictly confidential.
During this process, we reach out to Access Now's trusted partners where we may share {{ beneficiary name }}'s name and contact information to (1) confirm they are who they state they are and (2) they are part of civil society. Any other information, including the reason they contacted our Helpline, will remain strictly confidential.
Please also note that Access Now’s Helpline services are not intended for individuals under the age of 18. If you are aware [Client Name] is underage, please do let us know to direct them to partners that can provide the support they require.
Please also note that Access Now’s Helpline services are not intended for individuals under the age of 18. If you are aware {{ beneficiary name }} is underage, please do let us know to direct them to partners that can provide the support they require.
Our team will continue to work on your request while we complete this process. If you have any questions or concerns, please let us know.
You can help us move this process forward by filling out the following survey about them and the scope of their work:
https://form.accessnow.org/index.php/754436/Y?ticket=[VETTING_TICKET_ID]
https://form.accessnow.org/index.php/754436/Y?ticket={{ vetting ticket id }}
Regards,
[YOUR_NAME]
\ No newline at end of file
{{ incident handler name }}
---
title: Inform Clients of Vetting Process (French)
keywords: email templates, vetting, vetting process
last_updated: July 20, 2018
last_updated: August 12, 2021
tags: [helpline_procedures_templates, templates]
summary: "Template to inform clients about our vetting process"
sidebar: mydoc_sidebar
......@@ -18,14 +18,14 @@ lang: fr
### Body
Cher/Chère [ClientName],
Cher/Chère {{ beneficiary name }},
Nous apprécions la confiance que vous mettez en la Helpline. Afin de protéger les utilisateurs confrontés aux difficultés, que nous aidons, et afin d'étendre notre réseau de connaissance et de confiance, nous procédons à une verification de tous nos clients.
Nous apprécions la confiance que vous mettez en la Helpline. Afin de protéger les utilisateurs confrontés aux difficultés, que nous aidons, et afin d'étendre notre réseau de connaissance et de confiance, nous procédons à une verification de tous nos clients.
Au cours de ce procédé, nous contactons les partenaires de confiance d'AccessNow et nous partageons votre nom ainsi que votre adresse email, afin de confirmer votre appartenance à la "société civile". Toute autre information restera strictement confidentielle, y compris la raison pour laquelle vous nous avez contacté.
Nous continuerons entre temps à travailler sur votre problème (ticket #[IDofTheParentCase]) et restons disponibles pour vos questions.
Nous continuerons entre temps à travailler sur votre problème (ticket # {{ parent ticket id }}) et restons disponibles pour vos questions.
Bien à vous,
L'équipe Helpline.
\ No newline at end of file
L'équipe Helpline.
---
title: PGP - User ID added
keywords: email, PGP, user ID, key management, Enigmail, Thunderbird, email security
last_updated: November 5, 2018
last_updated: August 12, 2021
tags: [secure_communications_templates, templates]
summary: "Email to client to confirm that their new user ID has been added to their PGP key"
sidebar: mydoc_sidebar
......@@ -18,15 +18,15 @@ lang: en
### Body
Dear [Name],
Dear {{ beneficiary name }},
I can see in the key servers that your new user ID [new email address] is now linked to your PGP key.
I can see in the key servers that your new user ID {{ new email address }} is now linked to your PGP key.
I will close this case, but I'm glad to help further in case you need more assistance.
I will close this case, but I'm glad to help further in case you need more assistance.
Regards,
[IH's Name]
{{ incident handler name }}
......@@ -36,6 +36,3 @@ Regards,
### Related Articles
- [Article #19: PGP - Add UserID](19-PGP_add_userID.html)
---
title: Template - Phishing Link
keywords: email templates, phishing, hosting provider, malicious domain, malicious website
last_updated: July 20, 2018
last_updated: August 12, 2021
tags: [phishing_suspicious_email_templates, templates]
summary: "Email sent to hosting provider or technical responsible of domain to request them to cease spreading harm"
sidebar: mydoc_sidebar
......@@ -18,19 +18,19 @@ lang: en
### Body
Dear NAME,
Dear {{ beneficiary name }},
Access Now is a non-profit organization committed to defending and extending the digital rights of users at risk around the world.
We have received complaints that the following website under your jurisdiction is infecting visitors with malware:
[hxxp://URL]
[IP]
[[ website url ]]
[[ ip address ]]
In the above URL(s), http has been replaced with hxxp to prevent
accidental infections.
[HELPLINE NOTE: Include a brief analysis of the malware, e.g. There is a malicious JavaScript injected into several web pages. The script loads 3rd-party content onto the PC of the visitor...]
[[ HELPLINE NOTE: Include a brief analysis of the malware, e.g. There is a malicious JavaScript injected into several web pages. The script loads 3rd-party content onto the PC of the visitor... ]]
Please remove all malicious content from your web server. Patch all applications (including content management systems and plugins), server components (web server, FTP and the like) to the latest version, and review the security settings of all components.
......@@ -43,8 +43,4 @@ We would appreciate it if you could confirm you received this report.
With best regards,
$HANDLER_NAME
{{ incident handler name }}
---
title: Reporting a Domain Name in Out-of-Mandate Cases
keywords: fake domain, impersonation, cloning, escalations, domain provider, take-down request, out-of-mandate
last_updated: March 4, 2019
tags: [fake_domain_templates, templates]
last_updated: August 12, 2021
tags: [fake_domain_templates, templates]
summary: "This template is sent as guidance to clients who are reporting a domain name but are out of mandate"
sidebar: mydoc_sidebar
permalink: 217-Reporting_domain_out-of-mandate.html
......@@ -17,7 +17,7 @@ lang: en
### Body
Hi XXXXX,
Hi {{ beneficiary name }},
I hope this email finds you well.
......@@ -29,11 +29,11 @@ You can get the registrar information of any website by doing a search on this w
This site will look up all the relevant information for a domain name, including the contacts to reach out to in this situation.
In this case, the following information is provided for the domain "$Domain name":
In this case, the following information is provided for the domain "{{ domain name }}":
- Registrar: XXXXXXXX
- Registrant Contact Information: Name: XXXXXXXX
- Email: XXXXXXXX
- Registrar: {{ registrar name }}
- Registrant Contact Information: Name: {{ registrar contact information }}
- Email: {{ email }}
I would suggest that you report this incident through the registrar by sending an email to: $abuse-contact@registrar-domain
......@@ -50,7 +50,7 @@ question please let us know.
Kind Regards,
[IH's Name]
{{ incident handler name }}
* * *
......
---
title: Initial Reply - For Non-French Speakers
keywords: email templates, initial reply, case handling policy
last_updated: July 20, 2018
last_updated: August 12, 2021
tags: [helpline_procedures_templates, templates]
summary: "First response, Email to Client for Non-French speakers"
sidebar: mydoc_sidebar
......@@ -18,18 +18,18 @@ lang: fr
### Body
Che(è)r(e) [Client Name],
Che(è)r(e) {{ beneficiary name }},
Mon nom est [Your Name], et je fais partie de l’équipe de réponse aux incidents numériques de Access Now - https://www.accessnow.org/plateforme-dassistance-pour-la-securite-numerique.
Mon nom est {{ incident handler name }}, et je fais partie de l’équipe de réponse aux incidents numériques de Access Now - https://www.accessnow.org/plateforme-dassistance-pour-la-securite-numerique.
J’ai bien reçu votre e-mail [Email Subject]. Malheureusement, je ne pourrai pas m’exprimer en Français. Si votre demande est urgente, veillez répondre à cet e-mail et ajouter le mot “URGENT” au sujet et nous essayerons de vous répondre dans les plus brefs délais.
J’ai bien reçu votre e-mail {{ email subject }}. Malheureusement, je ne pourrai pas m’exprimer en Français. Si votre demande est urgente, veillez répondre à cet e-mail et ajouter le mot “URGENT” au sujet et nous essayerons de vous répondre dans les plus brefs délais.
Si vous pouvez vous exprimer en Anglais ( ou en Allemand, ou en Espagnol, ou en Italien, ou en Portugais, ou en Russe ) Nous serions capables de vous répondre directement maintenant.
Sinon, nos collègues qui s'expriment en Français seront dans en ligne dans quelques heures. Nous les attendrons.
Merci,
[Your name]
{{ incident handler name }}
* * *
......@@ -37,4 +37,4 @@ Merci,
### Related Articles
- [Article #154: FAQ - Initial Reply](154-FAQ-Initial_Reply.html)
\ No newline at end of file
- [Article #154: FAQ - Initial Reply](154-FAQ-Initial_Reply.html)
---
title: Initial Reply - For Non-Spanish Speakers
keywords: email templates, initial reply, case handling policy
last_updated: July 20, 2018
last_updated: August 12, 2021
tags: [helpline_procedures_templates, templates]
summary: "First response, Email to Client for Non-Spanish speakers"
sidebar: mydoc_sidebar
......@@ -18,19 +18,19 @@ lang: es
### Body
Hola [Client Name]:
Hola {{ beneficiary name }}:
Mi nombre es [Your Name], soy parte del equipo de la Línea de Ayuda en Seguridad Digital de Access Now - https://accessnow.org/help.
Mi nombre es {{ incident handler name }}, soy parte del equipo de la Línea de Ayuda en Seguridad Digital de Access Now - https://accessnow.org/help.
Hemos recibido su mensaje [Email Subject]. Lastimosamente yo no hablo español fluido, si esta es una cuestión urgente, por favor responder a este mensaje agreagando la etiqueta “URGENT” en el asunto y le atenderemos lo mas pronto posible.
Hemos recibido su mensaje {{ email subject }}. Lastimosamente yo no hablo español fluido, si esta es una cuestión urgente, por favor responder a este mensaje agregando la etiqueta “URGENT” en el asunto y le atenderemos lo mas pronto posible.
Si usted puede continuar la conversación en Inglés o [Languages spoken by incident handler: French=Francés, Portuguese=Portugués, Arabic=Árabe] con gusto podré responder a sus preguntas directamente.
Si usted puede continuar la conversación en Inglés o [[ Other Languages ]] [[ en ]] inglés [[ fr ]] francés [[ de ]] alemán [[ ar ]] árabe con gusto podré responder a sus preguntas directamente.
Nuestros compañeros y nuestras compañeras hispanohablantes estarán en turno dentro de unas horas para darle seguimiento al caso.
Cordialmente,
[Your name]
{{ incident handler name }}
* * *
......@@ -38,4 +38,4 @@ Cordialmente,
### Related Articles
- [Article #154: FAQ - Initial Reply](154-FAQ-Initial_Reply.html)
\ No newline at end of file
- [Article #154: FAQ - Initial Reply](154-FAQ-Initial_Reply.html)
---
title: Initial Reply - For Non-Portuguese Speakers
keywords: email templates, initial reply, case handling policy
last_updated: July 20, 2018
last_updated: August 12, 2021
tags: [helpline_procedures_templates, templates]
summary: "First response, Email to Client for Non-Portuguese speakers"
sidebar: mydoc_sidebar
......@@ -18,19 +18,19 @@ lang: pt
### Body
Olá [Client Name],
Olá {{ beneficiary name }},
Meu nome é [Your Name], eu sou parte da equipe da Linha de Ajuda en Segurança Digital na Access Now - https://accessnow.org/help
Meu nome é {{ incident handler name }}, eu sou parte da equipe da Linha de Ajuda en Segurança Digital na Access Now - https://accessnow.org/help
Recebemos com sucesso a sua mensagem [Email Subject]. Infelizmente eu não sou um falante fluente da sua língua nativa. Se este é um pedido urgente, responda a este e-mail adicionando a etiqueta "URGENT" à linha de assunto e iremos fornecer-lhe a atenção necessária o mais rápido possível.
Recebemos com sucesso a sua mensagem {{ email subject }}. Infelizmente eu não sou um falante fluente da sua língua nativa. Se este é um pedido urgente, responda a este e-mail adicionando a etiqueta "URGENT" à linha de assunto e iremos fornecer-lhe a atenção necessária o mais rápido possível.
Se você se sentir confortável mover a conversa para Inglês o [Languages spoken by incident handler Spanish=Espanhol, French=Francês, Arabic=Arábico], terei o maior prazer em responder às suas perguntas diretamente..
Se você se sentir confortável mover a conversa para Inglês o [[ Languages spoken by incident handler Spanish=Espanhol, French=Francês, Arabic=Arábico ]], terei o maior prazer em responder às suas perguntas diretamente..
Nossos colegas que falam Português, vão estar no escritório em poucas horas para responder.
Cumprimentos,
[Your name]
{{ incident handler name }}
* * *
......@@ -38,4 +38,4 @@ Cumprimentos,
### Related Articles
- [Article #154: FAQ - Initial Reply](154-FAQ-Initial_Reply.html)
\ No newline at end of file
- [Article #154: FAQ - Initial Reply](154-FAQ-Initial_Reply.html)
---
title: Initial Reply - For Non-Arabic Speakers
keywords: email templates, initial reply, case handling policy
last_updated: July 20, 2018
last_updated: August 12, 2021
tags: [helpline_procedures_templates, templates]
summary: "First response, Email to Client for Non-Arabic speakers"
sidebar: mydoc_sidebar
......@@ -13,42 +13,42 @@ lang: ar
أهلا بك،