Incidents

Response plan

1. Identify: Identify components affected.

2. Communicate: Communicate to users by updating the status page. If there are data breach implications communicate privately with the affected customers. Continue updates every 15 minutes until resolution.

3. Action:: Begin remediating and applying fixes. Communicate with vendors and apply fixes as needed.

4. Monitor:: After fixes are applied update status pages and continue to monitor until normal behaviour continues.

5. Resolve:: After an appropriate period resolve the status page.

Post mortem

Post mortems will be shared publicly on the status page after any incident that affects customers.

Communication

Email will be used to communicate to all users if there is a significant enough security or infrastructure incident. Otherwise, updates will be posted on the status page.