Incident Response Policy
Effective Date: January 24, 2026
This policy outlines how Elevate for Humanity detects, responds to, and resolves incidents affecting platform availability or security.
Severity Levels
SEV-1: Critical
Full platform outage or data security risk affecting all users.
SEV-2: Major
Partial outage or significantly degraded performance affecting many users.
SEV-3: Minor
Non-critical issue with limited impact or workaround available.
Response Targets
| Severity | Acknowledgment | Status Update |
|---|---|---|
| SEV-1 | Within 1 business hour | Every 30 minutes |
| SEV-2 | Same business day | Every 2 hours |
| SEV-3 | Next business day | As needed |
Response Process
1
Detect
Automated monitoring detects anomalies and alerts the response team.
2
Contain
Immediate actions to limit impact and prevent escalation.
3
Communicate
Post status update to status page and notify affected users.
4
Resolve
Implement fix and verify systems are restored to normal operation.
5
Document
Record incident details, root cause, and corrective actions taken.
Communication Channels
- Status Page - Real-time system status
- Email notifications for affected users (when applicable)
- Support Contact - For questions and assistance