Customer Operations
Support and incident response.
A practical support path for controlled pilots: clear severity levels, named customer escalation, preserved evidence, and post-incident review.
Severity Targets
These are the default targets for controlled pilots. The commitments that apply to you are the ones in your order form.
P0
Confirmed security incident, data exposure, or complete production outage. Target acknowledgement: 1 business hour.
P1
Customer-blocking outage or auth/access failure. Target acknowledgement: 4 business hours.
P2
Major feature degraded with workaround. Target acknowledgement: 1 business day.
P3
Minor bug, documentation issue, or enhancement request. Target acknowledgement: 3 business days.
Incident Process
Contain first when customer data or authentication is involved. Preserve logs before cleanup.
- Triage report and assign severity.
- Open an incident record with owner, affected customer, suspected scope, and current status.
- Preserve logs, audit events, deployment records, and relevant Airlock evidence.
- Contain, patch, deploy, and verify.
- Notify the customer according to the agreement and produce a post-incident review.