Siteimprove Incident Response Policy and Criticality Matrix

Answer

In the event of an interruption of service on the Siteimprove Platform, the customer can reference the following guidelines on what to expect regarding communication during and after an incident. Siteimprove uses a severity-based incident management framework to determine communication, status updates, and whether an Incident Summary will be published.

Overview

Siteimprove follows a defined incident response and communication process to keep customers informed during service interruptions. Incident severity determines the level of communication, status page updates, and whether an Incident Summary will be made available after resolution.

Where are Incident Updates Communicated?

Once an incident is identified, the Siteimprove Status Page will be updated based on the appropriate Incident Level. The status page will be updated regularly as the incident is investigated. Siteimprove customers are encouraged to subscribe via email to receive updates from the status page.

See also:

• Can I get notified if Siteimprove has planned downtime for system upgrades?

During an Incident

Once an incident is identified, the Siteimprove Status Page will be updated based on the appropriate Incident Level. The status page will be updated regularly as the incident is investigated. Siteimprove customers are encouraged to subscribe via email to receive updates from the status page.

After an Incident

Once an incident has been resolved, the Siteimprove Status Page will be updated accordingly. Based on the severity of the incident, Siteimprove will make an Incident Summary available to all existing Siteimprove customers. A link to this summary will be found on the Status Page. The incident summary itself will be hosted in the Siteimprove Help Center.

Incident Summary Policy

Siteimprove will only generate an Incident Summary for incidents declared “Urgent” (P1) and “High” (P2) based on the matrix below. The Incident Summary will be made available within 3 business days.

Criticality Matrix

How Severity Impacts Communication

Siteimprove follows the below guidelines to determine the severity and appropriate communication. Please note, Siteimprove will only generate an Incident Summary for incidents declared “Urgent” (P1) and “High” (P2) based on the matrix below. The Incident Summary will be made available within 3 business days. Incident severity determines the Status Page incident level, examples of impacted functionality, and whether an RCA/Incident Summary will be provided.