# Incident response & recovery

### Executive Summary <a href="#executive-summary" id="executive-summary"></a>

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 <a href="#incident-detection-and-response" id="incident-detection-and-response"></a>

**Automated Detection**Our 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 <a href="#response-procedures" id="response-procedures"></a>

**Service Provider Issues**

1. **Identify affected provider** through alerts or customer reports
2. **Check provider status pages** for known incidents and estimated resolution
3. **Escalate to provider support** if issue is not already acknowledged
4. **Monitor provider updates** and communicate timeline to affected customers
5. **Verify service restoration** once provider reports resolution

**Application Code Issues**

1. **Assess impact** and identify affected functionality
2. **Implement hotfix** through standard deployment process
3. **Deploy via Vercel** with automatic rollback capability if needed
4. **Monitor application** post-deployment for resolution confirmation
5. **Document issue** for future prevention

### Provider Support Access <a href="#provider-support-access" id="provider-support-access"></a>

**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 <a href="#customer-communication" id="customer-communication"></a>

**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 <a href="#business-continuity" id="business-continuity"></a>

**Service Recovery Priorities**

1. **Database connectivity** - MongoDB Atlas failover and connectivity restoration
2. **Application availability** - Vercel service restoration and deployment capability
3. **User authentication** - Firebase Auth service functionality
4. **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:** <security@eliapp.io>​

**Last Updated:** August 2025


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