If you have identified a potential security vulnerability in an Eliwell controller, software, application, or connected platform, we want to know about it as soon as possible. This is the official channel for reporting it, whether you are a customer, installer, distributor, or security researcher.
How to Communicate It
Please email us at security@eliwell.es. So we can review it quickly, please include all the information you have in your message:
• Affected product and model.
• Firmware, software, or app version.
• Description of the issue and what it could allow an attacker to do (unauthorized access, password changes, system shutdown, etc.).
• Steps to reproduce the issue, screenshots, or any evidence that helps verify it.
• Whether you know or suspect that this vulnerability is already being exploited in any system.
• Your contact information, if you’d like us to keep you informed.
Please do not submit actual passwords for installations or personal information about third parties.
What Will Happen Next?
- We will confirm receipt of your report within 2 business days.
- We will investigate the issue and, if necessary, ask you for additional information.
- If the vulnerability is confirmed, we will prepare an update or mitigation measures, which will be made available to customers at no cost.
- We will keep you informed until the issue is resolved.
When necessary, Eliwell will report the vulnerability to the relevant authorities, as required by the European Cyber Resilience Regulation, and will inform affected users of the steps they should take.
We ask that you not disclose the vulnerability until a fix is available and we have agreed with you on how and when to communicate it.
We appreciate your collaboration
We appreciate the work of those who help us improve the security of our products. To ensure this collaboration is successful, we ask that you:
- Do not test the vulnerability beyond what is necessary to demonstrate it.
- Do not affect systems in operation or the preservation of customers’ food or products.
- Do not access, modify, or retain data that does not belong to you.
- Securely delete any information you have obtained once you no longer need it.
For other inquiries
This email is for security-related matters only. For technical support, warranties, or orders, please contact our Technical Support Department.
Processing of Your Data
We will use the data you provide solely to handle your report, in accordance with our privacy policy.
This channel is Eliwell’s single point of contact for reporting vulnerabilities, in accordance with the Cyber Resilience Regulation (EU) 2024/2847.
