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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

...

Incident SLAs

Severity

General description of severity

Status update frequency

1 Whole Platform - Critical

  • Critical client service or its critical client components are not responding

and users Platform

  • Users are cannot complete routine tasks.

Every 30 min

2

  • Restarting the services or servers do not help

  • Client data lost

  • Confidential or Sensitive data leak

  • Workaround is not available

Every hour

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%)

and users 3

  • Users cannot normally complete most typical tasks

Every hour

  • Restarting the services or servers helps only for short time

  • Workaround is available

Every 2 hours

3 - Medium

  • Either a high value customer reported

the issue as critical or the

  • an issue

  • The issue impacts some very common capability of the

platform

  • 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

  • The issue appears on regular basis

  • Restarting the services or servers solve the issue

  • Workaround is available

Twice a day

4 - Low

  • Certain non-critical components of the

platform 5

  • service are not functioning normally but the issue was reported by some customers already

Daily

  • 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

platform

  • critical service

Daily

NOTE: Status update frequency is for business days and working time

Severity Matrix explained

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Incident fixation

Each incident should be added to the Jira project: https://knoema.jira.com/jira/software/c/projects/IN/boards/57

Incident priority should be set up based on the severity of the incident described above.

Postmortems should be written for incidents with Severity 1 and 2.

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Severity Matrix explained

...