Incident Management Policy

The Incident Management Policy provides a consistent and efficient process to identify and resolve incidents. This outlines the following measures for handling incidents:

• Roles and responsibilities of the Incident Management Team
• Categories of incidents
• Steps in identifying and resolving incidents

Moreover, the policy highlights the importance of post-incident reviews and continuous improvement to enhance our incident management capabilities.

Incident Management Team Roles and Responsibilities

Incident Management Team Manager

• Responsibilities:
  • Oversees the incident management process
  • Coordinates incident response activities
  • Ensures all guidelines are in place
  • Ensures effective resolution.

Incident Management Team Member

• Responsibilities:
  • Collects and identifies all information about an incident
  • Addresses an incident based on the guidelines
  • Ensures that incidents are resolved on time
  • Writes and maintains post-incident response documentation
  • Updates the status page about the status of resolving an incident

Stakeholders

• Responsibilities: 
  • Informs the Spacewise Incident Management Team for any possible and ongoing incidents
  • Provides the team with all the information to understand and resolve an incident

Incident Categories

The Incident Management Team categorizes incidents based on the incident category types, severity levels, and impacted stakeholders.

Incident Category Types

1. Functionality
2. Security
3. Performance
4. Maintenance

Severity Level

• P1 or Priority 1 (High)
• P2 or Priority 2 (Medium)
• P3 or Priority 3 (High)

Impacted Stakeholders

• All Stakeholders
• Most of Stakeholders
• Some Stakeholders
• 1 to 2 Stakeholders

Incident Response Process

Step 1: Assess the incident, and then collect all the information about the incident

Step 2: Categorize the incident based on the following:

• Incident Category Type
• Severity Level
• Impacted Stakeholders

Step 3: Follow the communication plain

• Internal: Informs team manager and team manager, and then discuss the necessary steps to resolve the incident
• External: Notify the stakeholders about the incident, and then update the status page.

Step 4: Follow and resolve the incident based on the guidelines

Step 5: Inform the Incident Management Team and stakeholders about the resolution of the incident.

Step 6: Document all actions taken during the incident.