> For the complete documentation index, see [llms.txt](https://docs.enapi.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.enapi.com/security-compliance-and-slas/incident-management.md).

# Incident Management

How ENAPI classifies, responds to, and communicates during incidents.

### Severity levels

<table><thead><tr><th width="106.96875">Severity</th><th width="347.16015625">Definition</th><th>Response time (working hours)</th><th>Response time (outside working hours)</th></tr></thead><tbody><tr><td><strong>Critical</strong></td><td>Complete platform outage or data breach. Immediate response required.</td><td>&#x3C; 15 minutes</td><td>&#x3C; 30 minutes</td></tr><tr><td>Major</td><td>Partial degradation or a limited-scope issue. Core platform remains functional and workarounds are typically available.</td><td>&#x3C; 1 business hour</td><td>Next business day</td></tr><tr><td><strong>Minor</strong></td><td>Low impact, no operational urgency. Most partners unlikely to notice.</td><td>Next business day</td><td>Next business day</td></tr></tbody></table>

Response time is measured from when an incident is detected and declared to when a responder acknowledges it. It does not include time to resolution, which varies with the nature of the issue. Working hours are 09:00 to 17:00 CET, Monday to Friday, excluding public holidays.

### How we respond

1. **Detection.** Automated monitoring, partner reports, or internal alerts.
2. **Triage.** We classify severity and page the right on-call engineer.
3. **Communication.** Incidents are posted to our public status page at [status.enapi.com](https://status.enapi.com/). Partners can subscribe to updates there. When an incident affects a specific partner, or when a partner has alerted us to the issue, we also reach out directly via the channels you have on file (typically email or your designated Slack channel).
4. **Resolution.** We deploy fixes and temporary mitigations as needed to restore service.
5. **Post-incident review.** For *Critical* incidents, we conduct an internal post-incident review and share findings with affected partners on request.

### Scheduled maintenance

When scheduled maintenance is required, we aim for low-traffic windows and communicate at least 48 hours in advance via your designated contact channel

We recommend implementing retry logic with exponential backoff on your side regardless. Transient errors happen even outside maintenance windows, and retries are the simplest protection against them.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://docs.enapi.com/security-compliance-and-slas/incident-management.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.