Incident Management Plan


Effective Date: 22nd September 2023

This Incident Management Plan ("Plan") is established to ensure the effective reporting, handling, and resolution of incidents related to Simply Automate AI, Inc.'s custom automation services. This Plan is applicable to all employees, contractors, and users of Simply Automate AI, Inc.'s services and shall be followed in the event of any incidents.

1. DEFINITIONS

1.1 Incident

An "incident" is defined as any unplanned event or disruption that affects the availability, integrity, or confidentiality of data, systems, or services related to Simply Automate AI, Inc.'s custom automation services.

1.2 INCIDENT CATEGORIES

Incidents shall be categorized into priority levels based on their impact and urgency as follows:

  • Priority 1 (P1): Critical incidents that have a severe impact on operations, resulting in service unavailability or data loss. Response and resolution times are immediate.
  • Priority 2 (P2): High-priority incidents with a significant impact on operations but without immediate service unavailability. Response and resolution times are within [Specify Timeframe] hours.
  • Priority 3 (P3): Moderate-priority incidents with a moderate impact on operations. Response and resolution times are within [Specify Timeframe] hours.
  • Priority 4 (P4): Low-priority incidents with minimal impact on operations. Response and resolution times are within [Specify Timeframe] hours.

1.3 Agreement to Terms

By using our Services, you agree to comply with and be bound by these Terms. If you are using our Services on behalf of an organization, you represent and warrant that you have the authority to bind the organization to these Terms.

1.4 Changes to Terms

We may modify these Terms at any time. Any changes will be effective upon posting the revised Terms on our website. Your continued use of our Services after the posting of changes constitutes your acceptance of those changes. It is your responsibility to review these Terms regularly for updates.

If you do not agree with any changes to these Terms, you may terminate your use of our Services.

2. Incident Reporting

2.1 Reporting Channels

Incidents can be reported through the following channels:

2.2 Incident Details

When reporting an incident, the following details should be provided:

  • Date and time of the incident.
  • Description of the incident and its impact.
  • Priority level (P1, P2, P3, or P4).

3. INCIDENT Handling

3.1 Incident Assessment

Upon receipt of an incident report, it will be assigned to the appropriate incident handler or team based on the priority level.

3.2 Incident Response

Upon allocation the incident will be responded to in order to acknowledge receipt.

3.3 Incident Investigation

The assigned incident handler or team will investigate the incident to determine its root cause and potential impact. This may involve analyzing logs, system diagnostics, and other relevant data.

3.4 Incident Resolution

Once the root cause is identified, the incident handler or team will work to resolve the incident promptly. The resolution time shall align with the priority level as defined in Section 1.2.

3.5 Communication

Regular communication with affected parties, including the Client, shall be maintained throughout the incident resolution process. Updates regarding the incident's status and progress shall be provided as appropriate.

3.6 Documentation

All incident details, investigation findings, actions taken, and resolutions shall be documented for future reference and analysis.

3.7 Review

A post-incident review shall be conducted to assess the handling of the incident, identify opportunities for improvement, and implement corrective actions to prevent future incidents of a similar nature.

4. Incident Closure

4.1 Verification

Upon resolution, the incident shall be verified to ensure that normal operations have been restored and that the issue has been addressed satisfactorily.

4.2 Closure

Once verified, the incident shall be officially closed, and all documentation related to the incident shall be retained for reference.

4.2 Training and Awareness

All employees and contractors shall receive training on incident reporting procedures and their responsibilities in the incident management process. Awareness campaigns and regular drills may be conducted to reinforce incident management best practices.

5. Review and Revision

This Incident Management Plan shall be reviewed periodically and revised as necessary to align with changing business requirements, technologies, and regulatory standards.