Incident Response

Incident Response Playbook

Procedures for handling production incidents

Emergency Contacts

On-Call Engineer

+44-20-XXXX-XXXX

CISO (Security Issues)

security@lucy.ai

Duty Manager

duty@lucy.ai

Post-Incident Requirements

Create incident ticket within 30 minutesSchedule post-mortem within 24 hoursNotify affected customers within 2 hoursUpdate status pageIdentify root cause & prevention strategy

Incident Response

Incident Response Playbook

Emergency Contacts

Complete System Outage

Booking System Down

Voice/Speech Recognition Failing

PII Data Exposure (Security)

Vendor API Timeout

Post-Incident Requirements