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Have questions about this site?

What is this site?

  • This website is Hornbill's new product documentation website and is currently under development.
  • It is intended that all existing and future public-facing documentation we produce will be available to search, browse and share.
  • Hornbill's current documentation is available at Hornbill Wiki but over time this content will be migrated to this documentation site.
  • Please feel free to have a look around at any time.

Why has Hornbill created this site?

  • Hornbill's products have moved on considerably since we introduced it almost 10 years ago. At the time, the MediaWiki tool was sufficient, but we have outgrown it.
  • Our customers are more enterprise focused and more self-sufficient than ever before, so for 2023 and beyond we have established a new documentation platform and team to drive our documentation initiative forwards.
  • We are aiming to deprecate the use of Hornbill Wiki for most Hornbill related documentation.
  • We want to enable our growing partner network with product resources and information, documentation beyond our Wiki approach is required.
  • We could definitely do with some help, and may even pay for some! If you have domain knowledge and would like to help, please check out our Hornbill Docs Contributor Guide and contact the Hornbill docs team at

What will this site be good for?

  • Community contribution will be facilitated, encouraged, and most welcome.
  • High quality documentation, will be kept up to date as rapidly as our products evolve.
  • Real-time content search and discovery.
  • Articles organized into books, books into libraries, creating a more natural and logical structure to our documentation.
  • Legacy API documentation and various other documentation sources will all be consolidated into a single unified documentation system.
  • Documentation available in browser as well as printable/viewable as PDF on demand.
  • Personalized documentation experience, allowing dark/light mode, article subscriptions, social media sharing and other useful features.
  • Almost all publicly available documentation on will be open-source and available to fork on GitHub, allowing customers to derive their own custom documentation around Hornbill products should they wish to.

What is the timeline for this site?

  • We have taken the decision to publish and make available early, there is very little content at this time.
  • As and when we have completed/usable documentation, it will be published here.
  • We have a host of additional features we wish to add over time, so please watch this space.
  • We expect most of our existing documentation should be reviewed/migrated to over the coming months.
  • The documentation project will be ongoing, will continue to expand, evolve and improve day-by-day.

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Incident Reporting, Handling, and Management

Information Security weaknesses, events, and incidents are reported immediately after they are seen or experienced to the ISM, on form REC 13.1A which is kept on the Hornbill Technologies network. The person making the report will email a copy of the completed form to the Information Security Manager (ISM) and the Cloud Support Team. The e-mail will be flagged ‘Urgent’, and where possible will be preceded by a telephone call to the Information Security Manager (ISM). All reports should also be followed up by a telephone call to the Information Security Manager (ISM).

All Information Security weaknesses, events, and incidents are, immediately upon receipt, assessed and categorized. As part of closing out the event or incident, this assessment is documented. Initially, there are four categories: Events, weaknesses, incidents, and unknowns: -

‘Events’ are occurrences that, after analysis, have no or very minor importance for Information Security;

‘Weaknesses’ are vulnerabilities that, after analysis, clearly exist as significant weaknesses compromising Information Security;

‘Incidents’ are occurrences of events (or series of events) that have a significant probability of compromising Hornbill Technologies’ Information Security;

‘Unknowns’ are those reported events or weaknesses that, after initial analysis, are still not capable of allocation to one of the four categories.

The ‘unknowns’ are subject to further analysis to allocate them to one of the other three categories as soon as possible.

The Information Security Manager (ISM) is responsible for closing out the incident. This includes any reports to external authorities, initiating disciplinary action as appropriate by referring the incident to the Information Security Manager; planning and implementing preventative action to avoid any further recurrence, initiating any action for compensation from software, service, or outsourcing suppliers by referring the incident to the Information Security Manager, and communicating with those affected by or involved in the incident about returning to normal working and any other issues.


Notifications of service provision incidents (Not software\Application) affecting more than 1 instance will be available via the Hornbill Cloud Twitter account (Customers are advised to follow this), our status page, and our blog (Blog will provide further details and full write-up once the incident is over).

Primary, Secondary, and Authoritative contacts will be notified by email of any ongoing incident that lasts longer than 15 minutes with status updates every 30 minutes should the incident continue.

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