Incident Management Policy.
Last updated September 15th, 2026
Introduction
This policy describes how SparkLayer identifies, assesses, manages and reviews security and service incidents that could affect our systems, customers or customer data.
Our aim is to contain incidents quickly, restore affected services safely and communicate appropriately with affected customers.
Incident classification
Incidents are classified according to their impact, scope, urgency and potential effect on customers, data and service availability. The classification determines the level of escalation, response resources and customer communication required.
Incident response
When an incident is confirmed, an incident lead is assigned and the appropriate technical and operational responders are brought into the response.
Depending on the nature of the incident, the response may include:
- Assessment: establish the affected systems, customers and data and determine severity;
- Containment: limit further impact and protect unaffected systems;
- Eradication: remove or remediate the underlying cause where appropriate;
- Recovery: restore affected services safely and monitor for recurrence;
- Communication: provide relevant internal and customer updates; and
- Post-incident review: establish root cause, assess the response and track corrective actions.
Customer communication
Where an incident materially affects customers, we will provide updates appropriate to its severity, impact and duration.
If an incident involves a personal data breach, notification is handled in accordance with our legal obligations and the commitments in our Data Processing Agreement and Privacy Policy.
Reporting a security concern
If you believe you have identified a vulnerability or security incident affecting SparkLayer or your data, email support@sparklayer.io with "URGENT - Security" in the subject line.
Please send the report only to that address so it can be routed directly through our incident-response process.
Review and testing
We review this policy and test relevant incident-response procedures periodically. Material incidents are followed by a post-incident review, with corrective actions tracked through to completion where required.
