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Guides
  1. Incident Management

Incident Management lifecycle

When you report an incident, the resolution process goes through several phases until the issue is resolved. There are six main phases in this lifecycle: reporting an incident, initial response, investigation, follow-up, recovery, and corrective actions.

Report an incident

If you think you are experiencing an incident, please check the Platform Status page to determine if the issue has already been identified. Remember, the Platform Status page will only publish P1 and P2 incidents. In the rare case that you cannot find the incident on the Platform Status page, reach out to HERE to report the issue. Customers with a HERE Support Plan may submit a ticket through the Support Portal. Customers without a HERE Support Plan should connect with their HERE representative.

HERE encourages all customers to share relevant and critical information when reporting an incident. The following list is the minimum set of details required to assist you promptly:

  • Description of issue.
  • Severity Classification based on impact (High/Medium/Low).
  • Impacted sites.
  • Impacted regions.
  • Incident start time (UTC).
  • Incident end time (UTC).
  • Is the issue continuous or intermittent?
  • Is the issue reproducible using a browser or device? If yes, provide steps to reproduce.
  • Time to serve the request.
  • Which exact URL are you calling?
  • Which app_id are you using?
  • Which error message are you getting?
    • Error text.
    • Screenshot (monitoring tool or any other tool).
    • HTTP Status Code.
  • Request and response header:
    • HTTP Request header.
    • HTTP Response header.
  • Additional information.
  • Your Name/Email.

Initial response

When an incident is reported by a customer, it is received by the HERE Incident Support team. This team acknowledges the incident ticket and requests additional information, if needed, to initiate the investigation.

If the incident is identified by HERE monitoring tools, the Incident Management process will automatically be initiated. Once the incident’s impact and priority are determined, you can expect the Incident details to be published in the Platform Status page within 15 mins.

Investigation

The HERE Incident Support team serves as the single point of contact for incidents reported by customers and will collaborate with other internal HERE teams to investigate and resolve incidents.

Follow-up

While incident resolution is in progress, the HERE Incident Support team provides frequent updates such as:

  • Additional information about the incident, which may include error messages and regions, services, or features which are affected.
  • A change to the incident status.
  • Additional mitigation actions or workarounds.

A customer who reports incidents via the support portal, should expect a regular status update as they become available. Additionally, HERE will provide relevant updates in the Platform Status page every 30 minutes for outage, and 60 minutes for degradation, at a minimum.

Recovery and corrective actions

Incident recovery is the process of determining the appropriate actions to be invoked at the time of an incident to restore the service as quickly as possible. The HERE Incident Support team provides customers with updates on the progress of the investigation and notifies them if the recovery policy is taking longer than anticipated.

Once the service has returned to the normal state, the HERE Incident Management support team will inform customers about the corrective action taken to resolve the issue.

Updated last month