Incident Management Process
Skyhigh Security is committed to delivering reliable services and maintaining consistent uptime for our valued customers. Our robust Incident Management process ensures swift service recovery in the event of any incidents affecting our infrastructure, services, or products. We also provide clear, timely updates to keep our customers and partners well-informed throughout the process. Transparent and consistent communication remains our priority during any incident.
You can monitor real-time status updates on the Skyhigh Security Status page. The Skyhigh Security Care Plan customers receive proactive, direct updates from an assigned TAM or CSM. After resolving an incident, a problem record is initiated to conduct a thorough root cause analysis and define necessary corrective actions.
Preliminary Post-Incident Report (PIR)
A preliminary Post-Incident Report (PIR) is provided to affected customers within 48 business hours after an incident is resolved. This report is generated after completing the initial analysis and gathering sufficient data.
NOTE: To ensure efficient and accurate incident resolution, initial details are collected before preparing the PIR. Additional details cannot be provided until the PIR is finalized.
Final Root Cause Analysis (RCA)
Skyhigh Security will compile all pertinent details, conduct a thorough root cause analysis, and finalize corrective actions. While we will try our best to provide a full Root Cause Analysis (RCA) report within seven business days, RCA’s on incidents involving third-party dependencies are outside of any delivery timeframes, as their resolution depends on external parties. The final RCA will be delivered through the corresponding service request. For customers with a Care Plan, Skyhigh Security will schedule an RCA review with designated account stakeholders as necessary.