Cloud-IAM | DOCS

Appearance

Cloud-IAM Incident Management ​

Cloud-IAM’s Incident Management framework ensures that service disruptions are rapidly detected, properly assessed, and resolved efficiently, while keeping customers informed at every stage.
This page outlines how incidents are classified, escalated, and communicated, as well as customer responsibilities during an incident.

Objectives ​

The Cloud-IAM Incident Management process is designed to:

  • Detect and resolve incidents quickly to minimize impact on customer services.
  • Ensure clear and timely communication to affected organizations.
  • Provide structured escalation paths for critical incidents.
  • Maintain compliance with Cloud-IAM’s SLA and regulatory requirements.

Incident Lifecycle ​

All incidents at Cloud-IAM follow a structured lifecycle to ensure consistent handling, transparent communication, and effective resolution:

  1. Detection – Incidents are identified through Cloud-IAM’s Monitoring System or reported by customers.
  2. Assessment – The technical team or on-call engineer evaluates the severity, scope, and potential impact
  3. Acknowledgement & Notification – The incident is acknowledged, and affected customers are notified through the appropriate communication channels based on their support level.
  4. Mitigation & Resolution – Immediate actions are taken to limit the impact, restore availability, and address the root cause. Customer validation may be requested when applicable.
  5. Closure – The incident is formally closed, and both the deployment status and the status page are updated to accurately reflect the restored service.
  6. Post-mortem – For major incidents, a detailed report (root cause, remediation steps, and preventive measures) is shared with impacted customers.

Incident Severity Levels ​

Cloud-IAM classifies incidents by impact and urgency all indicate on Cloud-IAM Service Level Agreement:

  • P1 Critical - Critical service or a major portion of the service is unavailable (users cannot log in.)
  • P2 Medium - Medium Issue preventing Cloud-IAM customers from performing critical time-sensitive functions.
  • P3 Low - Minor Issue preventing Cloud-IAM customer from performing a portion of their duties (performance degradation, UI/UX issue)

Communication Channels ​

Cloud-IAM ensures customers are always kept informed during the incident:

Customer Responsibilities ​

To ensure effective collaboration during incidents, customers should:

  • Keep organization contact details updated in the Cloud-IAM Console.
  • Whitelist emails from support[at]cloud-iam.com to avoid missed notifications.
  • Use the Support Ticket Center or emails during incidents.
  • Provide timely responses when contacted by Cloud-IAM for troubleshooting.