What is the Incident Response?

Security Incidents and Operational Events

Even the most secure systems must prepare for the possibility of incidents.

A security incident may include:

• Unauthorized access attempts
• Exploitation of vulnerabilities
• Infrastructure outages
• Data integrity issues
• Service disruptions

Incident response refers to the structured process used to detect, investigate, and resolve such events.

Incident Classification

Issues reported on Frappe Cloud are categorized based on severity and impact.

Examples include:

• Critical incidents – systems unavailable or major outages
• Vulnerabilities – security issues that may expose customer data
• Bugs – incorrect behavior of specific features
• Functional queries – configuration or operational questions

These categories determine how quickly incidents are investigated and resolved.

Response and Resolution Targets

Response and resolution timelines are defined in the Frappe Cloud support policy.

For critical incidents:

• Initial response time may be as low as 30 minutes
• Resolution targets depend on issue severity and complexity

Security vulnerabilities are also treated with priority and are investigated within defined response windows.

These targets apply during defined support hours and may vary depending on plan level.

Incident Reporting

Customers report incidents through the Frappe Cloud Support Portal by creating a support ticket.

If necessary, escalation paths are available to reach senior engineering leadership.

Support escalation channels include:

• Frappe Cloud support team
• Platform engineering leadership
• Executive escalation paths

These escalation channels ensure that serious incidents receive appropriate attention.

Incident Investigation

Once an incident is reported or detected, the engineering team performs a structured investigation.

Typical steps include:

1. Detection – identifying abnormal system behavior
2. Containment – limiting potential impact
3. Investigation – analyzing logs, metrics, and infrastructure events
4. Remediation – resolving the underlying issue
5. Recovery – restoring normal operations

Operational logs, monitoring tools, and infrastructure telemetry assist in diagnosing issues.

Monitoring and Detection

Frappe Cloud operates infrastructure monitoring systems that track:

• System health
• Resource usage
• Application errors
• Deployment activity
• Network anomalies

Alerts generated by these systems help identify issues early and trigger investigation.

Customer Communication

During major incidents, customers may receive:

• Updates through support tickets
• Incident notifications
• Resolution updates once the issue is resolved

Clear communication helps ensure that customers understand the nature of the incident and the steps taken to resolve it.

Continuous Improvement

After significant incidents, the engineering team performs internal reviews to identify:

• Root causes
• Preventive measures
• Infrastructure improvements
• Process changes

These reviews help strengthen the reliability and security posture of the platform over time.