Incident response & recovery
Executive Summary
Eli maintains a streamlined incident response approach leveraging our cloud providers' professional-grade monitoring and support capabilities. Our response framework focuses on rapid provider escalation and clear customer communication to minimize impact and ensure quick resolution.
Incident Detection & Response
Automated DetectionOur cloud providers automatically monitor and alert on:
Database issues - MongoDB Atlas performance, connectivity, or backup problems
Application errors - Vercel deployment failures or runtime issues
Authentication disruptions - Firebase Auth service problems
Email delivery failures - Resend delivery issues
Manual Detection
Customer reports via email or support channels
Team monitoring during business hours (9 AM - 6 PM Paris time)
Provider status page reviews for ongoing service issues
Response Procedures
Service Provider Issues
Identify affected provider through alerts or customer reports
Check provider status pages for known incidents and estimated resolution
Escalate to provider support if issue is not already acknowledged
Monitor provider updates and communicate timeline to affected customers
Verify service restoration once provider reports resolution
Application Code Issues
Assess impact and identify affected functionality
Implement hotfix through standard deployment process
Deploy via Vercel with automatic rollback capability if needed
Monitor application post-deployment for resolution confirmation
Document issue for future prevention
Provider Support Access
Professional Support Coverage
MongoDB Atlas - Professional support with 4-8 hour response times for critical issues
Vercel - Direct support access through web and email channels
Firebase/Google Cloud - Professional support with 4-hour response for high-impact issues
Resend - Direct chat support for email delivery issues
Customer Communication
Communication Approach
Proactive notification for service-wide issues affecting multiple customers
Direct customer contact for organization-specific problems
Transparent updates including provider status and estimated resolution times
Post-resolution summary for significant incidents
Communication Channels
Email to customer administrative contacts
Provider status page references for infrastructure-related issues
Business Continuity
Service Recovery Priorities
Database connectivity - MongoDB Atlas failover and connectivity restoration
Application availability - Vercel service restoration and deployment capability
User authentication - Firebase Auth service functionality
Email delivery - Resend service restoration for notifications
Continuous Improvement
Post-incident review of response effectiveness and customer communication
Provider relationship management ensuring appropriate support access
Process documentation updates based on actual incident experience
For incident reporting or service issues, contact: [email protected]
Last Updated: August 2025
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