Incident Management FAQs

What is considered an incident?

An incident is generally considered to be an unplanned event that affects standard operations and results in interruptions to or reduced quality of the service in question.

I think I’m experiencing an incident. What do I do?

In the event you experience interrupted or reduced quality of a licensed HERE Service, first check the Platform Status page to see if an incident or planned maintenance is underway.

If the Platform Status page explains what you are experiencing, subscribe to notifications to stay updated as the service is restored. If it doesn’t, please report the incident to HERE.

How do I report an incident to HERE?

Submit a ticket through the Support Portal to notify HERE of an incident. If you don’t have access to the Support Portal, please reach out to your HERE representative to report your concern.

How do I subscribe to incident notifications for HERE services?

You can automatically receive email notifications when a new service event is published on the Platform Status page. This includes informational messages, service degradations, outages and planned maintenance. To do this, follow the instructions at Manage notifications.

Which HERE products are covered by this Incident Management process?

The products listed here are managed under this policy. If you are experiencing difficulties with a HERE product not included in this list, please submit a ticket in the Support Portal to request help.