SCOPE
Document scope
SaaS control plane, API gateway, frontend, Supabase, Upstash Redis, Railway deployment, provider integrations, and operational communications.
Status: first operational draft, pending legal review. It must be reviewed by counsel, the privacy owner, and the security owner before it is published as a binding policy or attached to a signed enterprise agreement.
§ 01
Incident classes
Severity 1: confirmed data exposure, tenant isolation failure, authentication bypass, payment-impacting outage, or complete service outage.
Severity 2: partial outage, degraded provider routing, failed background jobs, elevated error rates, or suspected unauthorized access without confirmed exposure.
Severity 3: localized feature degradation, documentation defect, non-sensitive telemetry issue, or low-risk security finding.
§ 02
Response workflow
Prepare: maintain contacts, credentials, runbooks, dashboards, and restore procedures before an incident occurs.
Detect and analyze: validate alerts, identify affected tenants, preserve evidence, determine severity, and appoint an incident commander.
Contain: disable compromised keys, restrict affected endpoints, roll back faulty deployments, apply provider failover, or rate-limit abusive traffic.
Recover: restore service, validate health checks, verify tenant isolation, monitor for recurrence, and document customer impact.
Post-incident: publish internal notes, capture root cause, corrective actions, owners, dates, and customer communication records.
§ 03
Backup and recovery
Managed database backups and infrastructure snapshots are used according to provider capabilities and plan requirements.
Restore testing should be performed periodically and after material schema changes. Tests must record restore time, data scope, validation outcome, and responsible engineer.
CONTACT
Questions and updates
For support questions, contact ict03@rfems.com. For security reports, contact ict03@rfems.com. For privacy requests, contact ict03@rfems.com.