Incident Response and On-Call Basics
An incident is any unplanned event that disrupts your service, from a slow page to a full outage. Incident response is the organised way we detect, communicate about and resolve these events.
Having a clear process means problems are handled calmly and quickly rather than chaotically.
The Response Lifecycle
- Detect: monitoring or a report raises the alarm.
- Assess: we judge the severity and impact.
- Respond: we mitigate, often by rolling back.
- Communicate: stakeholders are kept informed.
- Resolve and review: we fix the root cause and learn.
What On-Call Means
On-call is the arrangement where a responsible person is reachable to handle urgent incidents outside normal hours. The level of cover is matched to how critical your service is and is set out clearly in your support agreement.
Good incident response relies on preparation: clear runbooks, known contacts and practised steps. When everyone knows their role in advance, even a serious incident is handled in an orderly, reassuring way rather than as a panic.
Frequently Asked Questions
How will I know if there is a major incident?
We follow an agreed communication plan, keeping your nominated contacts updated with status and expected resolution times.
If you need a hand with any of this, your Progressive Robot delivery team is ready to help. Raise a ticket from the Support area of your client portal or speak to your account manager and we will guide you through the next steps.