Incident Response Plan

Defining an incident

Working to define what your business considers an incident will save you critical time and headspace when you're in the midst of a service outage.

When more than 25% of the merchant is impacted by the issue
When more than 25% of a particular integration is impacted
any security issue impacting data leaks

Incident steps & responsibilities for NON Security Issues

	Steps	Owner

	Steps	Owner
1	Post to #support-incident when you suspect an issue, don’t wait!	Everyone
2	Engineering should investigate the issue ASAP to assess the impact	Engineering
3	Engineering team should confirm the incident on #support-incident	Engineering
4	Support Team should post to https://status.pipe17.com notifying our customers of issue	Support Team
5	If the issue requires coordination, a Zoom meeting should be opened and posted to the #support-incident channel where people can join and understand what is the issue and how can they help	Engineering Leads
6	Once the issue has been identified, notify everyone in #support-incident	Engineering
7	Support team should update the status page to reflect the issue	Support
8	Once the issue has been resolved, notify everyone in #support-incident, if workflow impact or data impact. ETA needs to be provided on when we have caught up to processing	Engineering
9	Support team should resolve the incident on the status page and let people know they can reach out to https://support.pipe17.com for any issues	Support

Incident steps & responsibilities for Security Issues

	Steps	Owner

	Steps	Owner
1
2
3

Incident stage templates

The following are templates that can be sent as status updates during each phase of an incident. Go to this page to better understand how to write template copy. Templates are written generically and can be used as such if necessary, but it's helpful to add relevant details during an incident.

Incident stage	Template copy

Incident stage	Template copy
Investigating
Identified
Monitoring
Resolved