Incident response

Sitecore Content Hub has documentation that covers the incident response process. This process applies to major incidents and provides information on preparing for, responding to, and defining follow-up activities for major incidents.

Response and resolution

Incidents are classified by priority, using the following table as a guide. Each incident priority type comes with a response and resolution target:

  • Response Service Level Agreements (SLA) determine the response time that Content Hub commits to when informing or replying to customers about incidents.

  • Resolution refers to the time frames in which we commit to restoring service for customers impacted by an incident.

Priority

Environment

Criteria

Response Time (Standard SLA)

Response Time (Premium SLA)

P1

Production

A continuous or near-continuous site outage, or a performance issue that severely inhibits usage of the site and no workaround currently available.

1 Business Day

1 Hour

P2

Production

Issue critically affects business operations, and no workaround currently available.

1 Business Day

2 Hours

Non-Production

A continuous or near-continuous site outage and no workaround currently available.

1 Business Day

2 Hours

P3

Production

Issue with an intermittent impact that does not critically affect business operations, or a known workaround alleviates the problem's impact.

2 Business Days

1 Business Day

Non-Production

Issue causes an immediate impact on development activity, such as affecting upcoming project plans or preventing the development team from working on the project.

2 Business Days

1 Business Day

P4

Production

Minor or no impact on business operations.

3 Business Days

2 Business Days

Non-Production

Moderate or minor impact on development activity.

3 Business Days

2 Business Days

Vendor monitoring, reporting and alerting

Content Hub verifies that the monitoring and reporting of infrastructure supporting the instance of the hosted service is performed.

To achieve this, we:

  • Use a contact and escalation process for alerting of scheduled and unscheduled application downtime. This process is captured in the application database entry.

  • Alert about the customer instance's application downtime within 1 hour of the beginning of the downtime event.

  • Provide additional availability reporting as required to validate the negotiated Service Level Agreement.

  • Provide alerting and reporting of unusual events, as defined as being outside of a baseline usage pattern determined by the vendor through analytics of a user's normal usage patterns.

Note

Content Hub's application and network monitoring can be performed by a third-party partner of the service vendor. Monitoring detects unusual or unauthorized application and network activities, system usage, network usage, port scanning activities, packet sniffing by other tenants, and more.

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