An incident management process is a set of procedures and actions taken to respond to and resolve critical issues. Only such issues that satisfy all 3 conditions below are qualified as Incidents:
impact the normal operation of the platformcritical service
noticeable by external or internal users of Knoema
significantly negatively impact the user experience
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Severity | General description of severity | Status update frequency |
|---|
1 - Critical | Critical client service or its critical client components are not responding Users are cannot complete routine tasks. Restarting the services or servers do not help Client data lost Confidential or Sensitive data leak Workaround is not available
| Every 30 min |
2 - High | Critical client service or its critical client components are not accessible for some of the clients Critical client service response is heavily delayed (load time increased 200%) Users cannot normally complete most typical tasks Restarting the services or servers helps only for short time Workaround is available
| Every hour |
3 - Medium | Either a high value customer reported the issue as critical The issue impacts some very common capability of the critical client service and is noticeable by many customers Critical client service response is delayed but it is not prevent clients of using the service Restarting the services or servers solve the issue Workaround is available
| Twice a day |
4 - Low | Certain non-critical components of the service are not functioning normally but the issue was reported by some customers already Issues appears sporadically and and do not influence many clients The issue has not been reported by users and doesn’t impact any important components or performance of the critical service
| Daily |
Status update frequency is for business days and working time
Severity Matrix explained
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