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Incidents are inevitable. A database runs out of disk at midnight, a deployment goes wrong, a DDoS attack overwhelms a service — the question is not whether incidents will happen but how quickly they are resolved and what happens afterwards to prevent recurrence. Hellenic Technologies provides structured incident response with documented procedures, clear communication, and systematic follow-through. Our incident severity classification determines response time and escalation path. P1 (Critical) incidents — production down, data loss risk, or security breach — trigger immediate response with all-hands escalation and client notification within 15 minutes. P2 (High) incidents — significant functionality degraded, performance severely impacted — receive response within 1 hour. P3 (Medium) and P4 (Low) incidents are addressed within 4 and 24 hours respectively. All SLA tiers are documented and contractually committed. Post-incident reviews (post-mortems) are conducted for every P1 and P2 incident within 48 hours of resolution. The blameless post-mortem format documents the timeline, root cause, contributing factors, and action items — not to assign blame, but to understand the system failure and prevent recurrence. Action items from post-mortems are tracked to completion and reported to clients. Over time, this systematic approach reduces incident frequency and mean time to resolution. Incident response services:
  • 24/7 on-call coverage with P1 response within 15 minutes (Enterprise SLA)
  • Severity classification: P1-P4 with documented response time commitments
  • Client notification protocols with regular status updates during incidents
  • War room coordination for complex multi-service incidents
  • Runbook library for common incident types: disk full, OOM, certificate expiry
  • Post-incident review (post-mortem) within 48 hours of P1/P2 resolution
  • Incident tracking in ticketing system with full timeline documentation
  • Action item tracking to ensure post-mortem findings are addressed
  • Security incident response: containment, forensics, and breach notification
  • Monthly incident summary with trend analysis and MTTR tracking