/
Incident Management Plan

Incident Management Plan

 

  1. Purpose & Scope

This Plan governs how security and operational incidents affecting any Optimizory Atlassian Marketplace application are detected, classified, contained, communicated, recovered from, and learned from. It applies to Forge-native applications distributed via the Atlassian Marketplace.

Scope includes:

  • Security incidents involving application code, dependencies, or operational tooling.

  • Operational incidents materially affecting an application's availability or correctness.

  • Suspected or confirmed exposure of application data stored in Forge Storage. Note: Optimizory's applications do not store customer personal data or business content.

  • Events affecting source code, build pipelines, or the Marketplace partner console with potential customer impact.

  1. Severity Classification

Sev

Definition

Examples

Response

Sev-1

Confirmed data compromise, complete application unavailability for all customers, or active exploitation.

Cross-tenant data disclosure; tampering with application data records; core application down for all customers.

IRC, Engineering Lead, and CTO immediately.

Sev-2

Major functional impairment for many customers, or strong indicators of a security issue requiring immediate containment.

Core functionality impaired across many tenants; suspected vulnerability awaiting containment; defective release affecting many customers.

IRC and Engineering Lead immediately.

Sev-3

Limited impact on a subset of customers or a non-critical feature; security misconfiguration without confirmed exposure.

Non-critical feature incorrect for subset of users; misconfiguration corrected without customer impact.

Contact IRC during business hours.

Sev-4

Minor defect or informational issue; no functional or security impact.

Cosmetic UI inconsistency; minor log anomaly without sensitive content.

Standard backlog; no paging.

 

  1. Key Declaration Rules

  • When in doubt, declare. Under-classification causes more harm than over-classification.

  • Declaration does not require a root cause, plausibility of Sev-1 or Sev-2 is sufficient.

  • If the integrity of any critical application data record is in doubt, treat as Sev-1 until proven otherwise.

  • If multiple Sev-3 events appear correlated, escalate to Sev-2 pending root-cause analysis.

  1. Roles & Responsibilities

Role

Responsibilities

Decision Rights

Incident Response Coordinator (IRC)

Declares incident; owns severity; chairs incident channel; signs off communications; concludes incident.

Severity assignment; communication content; conclusion.

On-Call Engineer

Technical investigation; containment and recovery execution; real-time timeline.

Tactical technical actions; escalation.

Engineering Lead

Approves code-level remediation; authorises emergency release; engages Atlassian.

Code merges; release decisions; Atlassian escalation.

CTO

Determines external notification scope; risk acceptance; regulator engagement.

Notification scope; risk acceptance; legal counsel engagement.

Release Manager

Executes Marketplace rollback and emergency publish operations.

Marketplace operations within the agreed plan.

Support Lead

Owns customer-facing channel; maintains customer log; routes inbound enquiries.

Tone and routing of customer support replies.

Legal Counsel (as engaged)

Advises on regulatory and contractual obligations.

Advisory only.

 

  1. Notification Commitments & Channels

Milestone

Target

Time to declaration (plausible Sev-1 or Sev-2 signal)

≤ 8 hour

First customer communication after declaration of customer-affecting incident

≤ 8 hour

Status updates during active impact

Every 12 hours, minimum

Confirmation of recovery

≤ 1 hour after validation

Post-incident summary to affected customers

Within 10 business days of closure

Channels —

Primary: Atlassian Marketplace support listing for the relevant application.

Secondary: support@optimizory.com and direct contact where available.

Phone: +91 96806 70416 / +91 96606 70416 / +1 (350) 250-9149

Support portal: optimizory.atlassian.net/servicedesk/customer/portals.

  1. Containment Strategies

Scenario

Containment Action

Defective release

Rollback to prior stable version via Marketplace console. If rollback infeasible, gate with feature flag and prepare emergency patch.

Suspected vulnerability

Disable or gate the affected code path. Issue emergency release once verified. Patch or remove vulnerable dependency.

Compromised developer credential or endpoint

Revoke credentials; force re-authentication. Audit commits during exposure window; revert unexpected changes. Rotate any exposed secrets. Review CI/CD activity.

Atlassian platform event

Align messaging with Atlassian's status updates. Apply local mitigations only where they reduce customer impact. Do not contradict Atlassian on platform facts.

 

  1. Post-Incident Review

  • Written blameless review within 10 business days of closure for every Sev-1 and Sev-2 incident (and at IRC's discretion for Sev-3). Format: summary, timeline, customer impact, root cause, corrective actions.

  • Corrective actions recorded in the engineering backlog with named owners, due dates, and acceptance criteria; reviewed monthly until closed.