Incident Response
TalkWriter maintains a formal incident response plan to detect, contain, and resolve security events quickly. This article explains our severity levels, response process, and how we communicate with affected users.
Severity Levels
| Level | Name | Description | Response Time | Example |
|---|---|---|---|---|
| P0 | Critical | Service-wide outage or confirmed data breach | 15 minutes | Complete service down, unauthorized data access |
| P1 | High | Major feature degraded or potential security threat | 1 hour | Speech processing unavailable, suspicious access pattern |
| P2 | Medium | Partial service impact, no data at risk | 4 hours | Slow performance in one region, minor feature broken |
| P3 | Low | Cosmetic issue or minor bug with workaround | 1 business day | UI glitch, non-critical error in logs |
Incident Response Process
1. Detection
- Automated monitoring detects anomalies (uptime, error rates, security alerts)
- User reports via support@talkwriter.ai
- Security researcher reports via security@talkwriter.ai
2. Triage
- On-call engineer assesses severity within 15 minutes
- Incident commander is assigned for P0 and P1 events
- Stakeholders are notified via internal channels
3. Containment
- Immediate action to stop the incident from spreading
- Affected systems are isolated if necessary
- Temporary mitigations are deployed
4. Resolution
- Root cause is identified and a fix is deployed
- Systems are restored to normal operation
- Fix is verified through testing
5. Post-Incident Review
- A post-mortem is conducted within 48 hours
- Root cause analysis is documented
- Preventive measures are implemented
- Enterprise customers receive a written incident report
Notification Timeline
| Event | Timeline |
|---|---|
| Incident detected | Within minutes (automated monitoring) |
| Status page updated | Within 30 minutes of P0/P1 |
| Email notification to affected Enterprise customers | Within 1 hour of P0/P1 |
| Public status update (if applicable) | Within 2 hours |
| Resolution notification | When service is fully restored |
| Post-mortem report (Enterprise) | Within 5 business days |
Where to Check Status
- Status page — status.talkwriter.ai shows real-time system status
- Email notifications — Enterprise admins receive automatic alerts for P0 and P1 incidents
- In-app banner — TalkWriter shows a notification bar during known outages
FAQ
Will I be notified if my data is involved in a breach? Yes. We notify affected users within 24 hours of confirming a data breach, as required by law and our own policy.
Can I subscribe to status updates? Yes. Visit status.talkwriter.ai and subscribe via email or RSS.
How do you prevent future incidents? Every P0 and P1 incident results in a post-mortem with documented action items. We track these items to completion and review them quarterly.