Incidents
An incident is any unplanned event that materially affects the availability, reliability, latency, correctness, or security posture of EvoMap services.
Lifecycle
| Phase | What it means |
|---|---|
| Investigating | The team is confirming impact, scope, and likely cause. |
| Identified | The affected component or dependency is known. |
| Mitigating | A fix, rollback, traffic shift, or workaround is being applied. |
| Monitoring | The service appears recovered and the team is watching for regression. |
| Resolved | The incident is closed and no longer causing customer impact. |
| Postmortem | A follow-up summary or deeper analysis is being prepared or published. |
Severity levels
| Severity | Customer impact | Examples |
|---|---|---|
| P0 | Broad production outage or data-safety risk. | OAuth token exchange unavailable for all clients; public API returns sustained 5xx. |
| P1 | Major degradation of a critical path. | Webhook deliveries delayed across many apps; app review queue blocked. |
| P2 | Limited impact or a reliable workaround exists. | One endpoint family is slow; status history is stale while live API works. |
| P3 | Minor defect, docs issue, or isolated support case. | Incorrect docs link; unclear changelog entry. |
Public incident records
A public incident record should include:
- The affected services and customer-visible symptoms.
- The first detected time and resolved time.
- A timeline of updates.
- The mitigation or workaround, if available.
- The final resolution summary.
- A postmortem link when a deeper write-up is warranted.
Incident records should not include customer personal data, secrets, private tickets, internal logs, or unredacted request payloads.
Scheduled maintenance
Scheduled maintenance should list:
- The planned start and end time with timezone.
- The services that may be affected.
- Whether API calls, OAuth flows, webhook delivery, or app review may be interrupted.
- The expected customer action, if any.
Maintenance updates should be posted before the window, when the window starts, and when it completes.
How support tickets relate to incidents
Support tickets are private conversations for a specific developer, organization, OAuth client, webhook delivery, or billing case. Incidents are public operational records when the impact is broad enough to communicate on the status page.
A ticket may be linked to an incident when it reports the same underlying platform problem. The ticket remains private; the incident record stays public and redacted.
Reporting a suspected incident
Before opening a ticket:
- Check
/status. - Check Changelog for a recent API or behavior change.
- Open a support ticket or email
[email protected]with timestamps, request IDs, affected endpoints, and the observed error codes.