Overview
This policy explains how PrivateByte detects, responds to, and communicates incidents affecting service availability, security, or performance. Our goal is fast resolution, transparency, and minimal disruption.
Incident Severity Levels
| Severity | Description | Typical Examples | Response Time |
|---|---|---|---|
| SEV-1 (Critical) | Complete outage or major impact | Node failure, full network outage, storage failure | Immediate response (24/7) |
| SEV-2 (High) | Partial service degradation | Packet loss, slow network, isolated VM issues | < 30 minutes |
| SEV-3 (Medium) | Non-critical issues | Intermittent errors, minor performance issues | Same business day |
| SEV-4 (Low) | Informational or cosmetic issues | Minor UI bugs, documentation issues | 1–2 business days |
Incident Response Stages
1. Detection
Incidents are detected by:
- PrivateByte monitoring systems
- ByteAgent node reporting
- User-reported tickets
- Datacenter alerts
2. Acknowledgement
Our team assigns a severity level and initiates the response process.
3. Investigation
We identify the root cause, affected services, and required actions.
4. Mitigation & Resolution
We restore service stability using the fastest safe method. This may include node migration, network rerouting, or server replacements.
5. Communication
Updates are provided through:
- PrivateByte Status Page
- Email notifications for major incidents
- Telegram (if opted in)
6. Post-Incident Review
SEV-1 and SEV-2 incidents receive a formal report outlining:
- Root cause
- Timeline
- Resolution
- Preventative measures
Scheduled Maintenance
Maintenance windows are announced at least 24 hours in advance and do not count toward downtime.
User Responsibilities
- Maintain current contact information
- Monitor personal services and applications
- Secure their own servers according to best practices
Need Help?
For SLA or incident-related questions:
Email: [email protected]
Telegram: @PrivateByteSupport
