Last updated January 4, 2026

Incident Response Policy

Our systematic approach to maintaining reliability and managing outages

15-Min Response

Immediate engineering mobilization for any Critical (SEV-1) issue

Transparency

Public status page and proactive alerts to affected admins

RCA Guarantee

Detailed Root Cause Analysis published within 5 days of major incidents

1. Philosophy & Approach 2. Incident Classification (Severity Levels)3. Incident Lifecycle 4. Communication Plan 5. Post-Incident Review (RCA)6. Drill & Testing

1. Philosophy & Approach

At SyncRivo, we manage critical communication infrastructure for enterprises. We understand that downtime is not just an inconvenience—it stops business.

Our Incident Management Policy is built on transparency, speed, and continuous improvement. We treat every incident as an opportunity to harden our systems against future failures.

2. Incident Classification (Severity Levels)

SEV-1: Critical Impact

Complete service outage. No messages are being routed between platforms.

Response Time: Immediate (< 15 mins)
Communication: Status Page updated immediately; Direct email to Admin contacts.
Example: Core message router failure, database unavailability.

SEV-2: High Impact

Significant degradation. Service is functional but impaired.

Response Time: < 30 mins
Communication: Status Page updated.
Example: High latency in message delivery (> 5s), one specific integration (e.g., Slack) is down.

SEV-3: Medium Impact

Minor functionality issues or workaround available.

Response Time: < 4 hours
Communication: Status Page updated if necessary.
Example: Dashboard reporting bugs, non-critical settings unavailable.

SEV-4: Low Impact

Cosmetic issues or minor bugs not affecting core routing.

Response Time: Next business day
Example: Typo in UI, minor visual artifact.

3. Incident Lifecycle

We follow a rigorous 5-step lifecycle for every incident:

1. Detection: Automated alerts (via PagerDuty/Datadog) or customer reports trigger the process.

2. Triage: The On-Call Engineer assesses impact and assigns a Severity Level.

3. Containment: Immediate focus is on restoring service, even if it means temporary degradation of non-critical features.

4. Resolution: Root cause is identified and a permanent fix is deployed.

5. Analysis: A Post-Mortem is conducted to understand why it happened.

4. Communication Plan

We believe in radical transparency during incidents.

• Status Page: Our public status page (status.syncrivo.ai) is the single source of truth.

• Notifications: For SEV-1 and SEV-2 incidents, we proactively email affected Workspace Admins.

• Updates: We commit to providing hourly updates for ongoing Critical incidents until resolution.

5. Post-Incident Review (RCA)

For all SEV-1 and SEV-2 incidents, we publish a Root Cause Analysis (RCA) within 5 business days.

This document includes:

• What happened (Timeline)

• Why it happened (Technical deep dive)

• Impact assessment

• Corrective actions taken to prevent recurrence (Corrective Actions Plan)

6. Drill & Testing

We don't wait for failure to test our readiness.

• Game Days: We simulate failure scenarios (e.g., region loss, database failover) quarterly.

• Rotation: Our engineering team rotates on-call shifts to ensure everyone is familiar with production recovery.

• Playbooks: Remediation playbooks are updated after every incident or drill.

Emergency Contact

If you are experiencing an outage not yet reflected on our status page:

Status Page: status.syncrivo.ai

Support Email: support@syncrivo.ai (Monitored 24/7)