Siteimprove Incident Response Policy and Criticality Matrix
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.
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. See also: Can I get notified if Siteimprove has planned downtime for system upgrades?
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.
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.
|Severity||Definition||Status Page Incident Level||Examples||RCA/Incident Summary|
The Siteimprove platform is down and no workaround is immediately available. A system is not functioning, resulting in the halt of all operations and critical business impact.
There is significant performance degradation. Users are unable to access one or more modules on the platform. Data ingestion is impacted for one or more modules on the platform.
The functionality of some components is impaired but allows the user to continue using the platform. There is a non-critical loss of functionality. The issue affects some, but not all users. The issue is not always reproducible, or the issue is intermittent.
The user is able to use the platform. Some minor problems exist that do not impact the delivery of service. Minor cosmetic issues.
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