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 checks 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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