Incident management

An incident is any event that affects (or could affect) the availability, performance, or security of your service. We manage them with a defined process, not on an ad hoc basis.

Incident lifecycle

Detection: through our automatic monitoring or your report.
Classification: we assign a severity level (see Channels and levels).
Containment: we act to limit the impact.
Resolution: we restore the service to normal operation.
Communication: we keep you informed during the incident, according to its severity and what's been agreed.
Post-incident analysis: for relevant incidents, we perform a root cause analysis and define actions to prevent recurrence.

Communication during the incident

For incidents that affect you, we inform you of the status, the impact, and the expected progress through the agreed channels. We prioritize transparency: we'd rather inform you early, even with partial information, than leave you without news.

Incidents involving personal data

If an incident involves personal data, the breach notification process is also triggered, in accordance with the GDPR.

Learning from every incident

Post-incident analysis isn't about finding someone to blame, it's about finding improvements: every relevant incident leaves the platform a little more robust.