Incident Response

Principles

Escalate quickly
Communicate clearly
Prioritize client notification
Document corrective actions
Client notification is prioritized over “silent remediation”

Incident Types

We prepare for and respond to various incident categories:

Category	Examples
Security incidents	Unauthorized access attempts, malware detection, credential compromise, data breach
Service disruption	Application downtime, infrastructure failure, performance degradation
Data incidents	Accidental data exposure, data loss, integrity issues
Compliance incidents	Policy violations, audit findings, regulatory concerns

Response Process

1. Detection & Reporting

Automated detection: EDR alerts, monitoring systems, security scanning
Manual reporting: Any team member can escalate a concern immediately
Client reporting: Clients can report issues through established channels

2. Triage & Classification

Incidents are assessed and classified by severity:

Severity	Description	Examples
Critical	Active breach, data exfiltration, complete service outage	Confirmed unauthorized access to client data, ransomware
High	Significant security risk, major service degradation	Malware detected, authentication system down
Medium	Contained security issue, partial service impact	Failed intrusion attempt, single component failure
Low	Minor issue, no immediate risk	Policy violation, configuration drift

3. Notification

We notify clients promptly based on severity:

Critical/High: Immediate notification to designated client contacts
Medium: Notification within the same business day
Low: Included in regular status updates or as agreed

Notification includes: what happened, what we know so far, what we’re doing, and expected next update.

4. Containment & Remediation

Immediate containment: Isolate affected systems, revoke compromised credentials, block malicious traffic
Root cause analysis: Determine how the incident occurred
Remediation: Fix the underlying issue, restore services
Verification: Confirm the incident is fully resolved

5. Post-Incident Review

After resolution:

Document timeline, impact, and response actions
Identify what worked and what could improve
Implement preventive measures
Share relevant learnings with the client

Service Continuity

Availability Approach

When we host services on your behalf:

Monitoring: Continuous health checks and alerting for infrastructure and applications
Redundancy: Services can be deployed across multiple availability zones where supported
Failover: Automated or rapid manual failover for critical components
Communication: Status updates during outages through agreed channels

Downtime Handling

If a service disruption occurs:

Acknowledge: Confirm the issue and begin investigation
Communicate: Notify affected stakeholders with initial assessment
Restore: Prioritize service restoration, then root cause analysis
Update: Provide regular updates until resolution
Review: Post-incident summary with preventive actions

Recovery Capabilities

Our infrastructure approach supports rapid recovery:

Infrastructure as Code: Environments can be rebuilt quickly from version-controlled definitions
Automated deployments: Reduces manual error during recovery
Backup restoration: Tested procedures for data recovery
Runbooks: Documented procedures for common failure scenarios

Business Continuity

Our Preparedness

Distributed team: No single point of failure for personnel
Cloud-based infrastructure: Not dependent on physical office locations
Documented procedures: Runbooks for critical operations
Regular testing: Recovery procedures verified periodically

For Client-Hosted Environments

When working in your infrastructure, we follow your incident response and business continuity procedures. We participate in drills and exercises as required.