Incident Response Overview

Severity levels

Incidents are triaged by customer impact, security risk, data exposure risk, service availability, and marketplace or billing impact.

• Severity 1 covers production unavailability, confirmed security incidents, or severe data exposure risk.
• Severity 2 covers major workflow degradation, marketplace activation blockage, or significant integration failure.
• Severity 3 and 4 cover non-blocking product issues, configuration questions, documentation requests, and feature feedback.

Response workflow

The response process includes detection, triage, containment, customer communication, remediation, monitoring, and post-incident review. Security reports should be sent to [email protected].

Customer communication

Material incidents are communicated through the configured support path, status page updates, or contractual notification channel based on severity, impact, and customer agreement.