Enterprise Data Solutions & Client Trust Office, Salesforce

Strategic legal and operational response to a multinational data breach.

About

Securing Trust After Data Exposure

Salesforce’s Enterprise Data Solutions & Client Trust Office detected unauthorized access affecting a limited subset of European enterprise clients. Though no financial data was compromised, exposure of account metadata triggered GDPR notification obligations, heightened media attention, and potential contract termination threats from key corporate clients. Salesforce engaged Keen Lex International to manage legal exposure, regulatory notifications, and renegotiations with sensitive enterprise accounts.

We coordinated legal, technical, and corporate communications teams to build a controlled incident response. This included preparing regulatory disclosures, advising on GDPR Article 33 and 34 obligations, drafting revised data clauses for affected clients, and supporting internal crisis messaging. Through rapid legal alignment and strategic handling, we protected Salesforce from penalties, minimized reputational damage, and restored enterprise client confidence.

Problem

Data Access Incident & Client Risk

A security breach created legal reporting requirements and risked client contract cancellations.

Goal

Protect Reputation & Retain Clients

The client sought to meet regulatory obligations while maintaining contractual relationships and public confidence.

Solution

Legal-Led Cyber Incident Response

We delivered a coordinated legal, regulatory, and contractual remediation strategy tailored to EU and global enterprise stakeholders.

Their ability to manage regulatory risk while keeping our client relationships intact made a measurable difference.

Legal-Centered Cyber Incident Management

Our team implemented a structured approach to address the breach while preserving client relationships. Each phase integrated legal compliance, contractual protection, and operational resilience to ensure minimal disruption to global services.

Phase 1

Assessment & Analysis

We began by reviewing the technical scope of the incident and determining the legal obligations under GDPR and client contracts. Our team worked with Salesforce’s internal security and privacy teams to assess data impact and identify affected jurisdictions.

Analyzed security incident reports and data exposure logs
Identified affected enterprise clients and contractual obligations
Assessed GDPR Articles 33 & 34 notification requirements
Evaluated reputational and regulatory risks in EU and APAC markets

Phase 2

Assessment & Analysis

Strategic Planning

Analyzed security incident reports and data exposure logs
Identified affected enterprise clients and contractual obligations
Assessed GDPR Articles 33 & 34 notification requirements
Evaluated reputational and regulatory risks in EU and APAC markets

After confirming legal exposure, we designed a response strategy focused on regulatory compliance and client retention. This plan included notification protocols, revised contractual terms, and measures to reassure high-value accounts.

Prepared data breach notification templates compliant with GDPR
Developed client communication briefs and legal assurances
Drafted updated Data Processing Agreements (DPAs) with enhanced obligations
Coordinated internal alignment between legal, communications, and cybersecurity teams

Prepared data breach notification templates compliant with GDPR
Developed client communication briefs and legal assurances
Drafted updated Data Processing Agreements (DPAs) with enhanced obligations
Coordinated internal alignment between legal, communications, and cybersecurity teams

Phase 3

Assessment & Analysis

Implementation

Analyzed security incident reports and data exposure logs
Identified affected enterprise clients and contractual obligations
Assessed GDPR Articles 33 & 34 notification requirements
Evaluated reputational and regulatory risks in EU and APAC markets

We executed the legal response plan, managing regulatory communications and renegotiating key enterprise contracts. Throughout this stage, we prioritized transparency, legal accuracy, and preservation of commercial relationships.

Submitted regulatory notifications to EU supervisory authorities
Conducted private briefings with affected enterprise clients
Finalized amended contractual language and data protection clauses
Provided ongoing legal advisory during internal and external communications

Submitted regulatory notifications to EU supervisory authorities
Conducted private briefings with affected enterprise clients
Finalized amended contractual language and data protection clauses
Provided ongoing legal advisory during internal and external communications

Result

Trust Restored, Compliance Secured

All regulatory notifications were submitted within required timelines, avoiding fines and formal investigations. No enterprise client terminated their contractual agreements, and several clients renewed multi-year contracts after clarity was provided on Salesforce’s remediation measures. The incident remained confidential within regulatory and contractual boundaries, preventing media escalation or investor concern.

Salesforce adopted a strengthened data incident protocol developed from this engagement, now integrated into its global compliance framework. Updated customer agreements, clarified breach liability clauses, and pre-approved regulatory response templates are now in use company-wide. This case reinforced our ability to protect client trust during crises and demonstrated the value of legal-centered cybersecurity advisory in high-stakes environments.