Incident Response
Incident categories
| Category | Examples |
|---|---|
| Operational | API outage, provider failure, workflow blockage |
| Security | Unauthorized access, data exposure, credential compromise |
| Compliance | Regulatory breach, document fraud detected |
| Customer | Permit rejection, failed submission, compliance flag |
Severity levels
| Level | Description | Response time |
|---|---|---|
| P1 — Critical | System down, data breach, regulatory emergency | Immediate |
| P2 — High | Partial outage, provider failure, urgent customer impact | 1 hour |
| P3 — Medium | Non-urgent operational issue, individual customer impact | 4 hours |
| P4 — Low | Minor issue, no immediate impact | Next business day |
Response protocol (to be documented)
- P1 escalation chain
- Security incident response steps
- Customer communication templates for incidents
- Provider failure fallback procedures
- Data breach notification requirements
- Post-incident review template