xMatters incident management procedures

Question

How does xMatters handle customer-impacting incidents?

Environment

• All versions of xMatters

Answer

xMatters has detailed policies and procedures for dealing with various kinds of incidents. Incidents can include events impacting technology, privacy, security, data, and individual customer issues.

These procedures include:

• Identification
• Internal escalations
• Incident management
• Active incident communication
• Post-incident communication

xMatters has defined specific roles and responsibilities assigned to incident management and response. Specific teams are tasked to respond to different incident types. xMatters Customer Support is the main point of contact for customers and is available 24 hours a day, 7 days a week. The Customer Support Team or a Customer Success Manager carries out any post-incident communication.

In the event of a confirmed incident, Customer Support triggers the xMatters incident process and escalates to the appropriate teams. All types of incidents are investigated, classified, isolated, and contained. Resolution and next steps will be actioned from lessons learned via a post-mortem/root cause analysis

For a data breach, xMatters will endeavour to contact customers within 24 hours and guarantee contact in no more than 72 hours.

Resources

Contact Customer Support and open a case here.

Read more about our incident process in the following xMatters blogs:

• Unify Your Incident Management Process With the Fundamentals 
• Matching Incident Management Roles and Responsibilities to Process
• Incident Management Tools and Workflows: Putting It All Together