Incident Management: How We Handle Service Disruptions
When something goes wrong with a managed service, clear and rapid incident response is critical. This article explains how Progressive Robot categorises, responds to, and resolves incidents — and what you can expect at each stage.
Incident Priority Levels
| Priority | Definition | Initial Response | Resolution Target |
|---|---|---|---|
| P1 — Critical | Complete service outage or data loss. Business operations severely impacted. No workaround available. | 30 minutes | 4 hours |
| P2 — High | Major feature unavailable or significant degradation. Business impacted but workaround possible. | 2 hours | 8 hours (business hours) |
| P3 — Medium | Minor feature impacted. Limited business impact. Workaround exists. | 4 hours (business hours) | 3 business days |
| P4 — Low | Cosmetic issue or minimal impact. No business disruption. | 1 business day | Next scheduled release |
Response and resolution targets apply during business hours (9am–6pm GMT/BST Mon–Fri) unless you have a 24/7 SLA. Check your SLA for exact contracted targets.
How to Report an Incident
- For P1/P2 (urgent): Call your dedicated support line AND raise a ticket in this portal simultaneously. Do not rely on email alone for critical incidents.
- For P3/P4: Raise a support ticket via this portal. Include: what you see, when it started, which system/feature, and any error messages or screenshots.
Incident Lifecycle
- Detection & Logging — Incident is reported (by you or our monitoring systems) and logged with a ticket number
- Triage & Classification — On-call engineer assesses priority and assigns to the appropriate team
- Investigation & Diagnosis — Root cause is identified; workarounds applied where possible
- Resolution & Recovery — Fix applied and service restored; you are notified
- Post-Incident Review — For P1/P2: Root Cause Analysis (RCA) report sent within 48 hours. Includes: what happened, why, impact, and preventive actions.
War Room (Major Incidents)
For P1 incidents affecting multiple systems or clients, we may convene a "war room" — a dedicated video call with all relevant engineers and, if appropriate, key client contacts — to coordinate response in real time. Your Account Manager will coordinate your inclusion if we believe your input is needed.
SLA Credits
If we miss our contracted SLA response or resolution targets, you may be entitled to service credits. These are calculated per your SLA document and are applied to your next invoice automatically — you do not need to request them. Credits do not apply to incidents caused by:
- Actions taken by you or your team
- Third-party platform outages (e.g. AWS, Azure) beyond our reasonable control
- Force majeure events
- Scheduled maintenance communicated in advance