Incident Management Policy

Smart Guess ehf. | Last Reviewed: February 2026

At Smart Guess, we take operational maturity and incident management seriously to ensure high reliability and security for customers and our end users.

1. Availability and Response Hours

Q: During what hours is your team available to respond to app issues? If they respond out of business hours, how are they notified of issues?

Support Hours: Our team responds to app issues during business hours as outlined on our Atlassian Marketplace support page

Out-of-Business Hours: Our team is notified of critical issues outside of business hours through automated alerting systems. These alerts are sent via email and push notifications via Slack to ensure critical incidents are promptly addressed.

2. Discovery of Production Issues

Q: How do you typically discover production issues with your app? Q: Do you have automated alerting on production metrics?

2.1 Smart Guess Solution Portal (customer support)

Customers submit issues they identify through the Smart Guess Solution portal, utilizing Jira Service Management: https://smartguess.atlassian.net/servicedesk/customer/portals

2.2 Automated Monitoring and Alerting

We utilize Atlassian Developer's Console Alerts and Automated Synthetic Tests to prevent, discover, and track issues and the health of our app. This includes:

Automated Alerting of Production Incidents

In the Atlassian Developer Console, we monitor the Invocation success rate for all backend function calls hosted on the Forge platform.
The system automatically sends alarms to the Smart Guess DevOps team when predefined thresholds are exceeded.

Automated synthetic tests and Alerting

Smart Guess runs automated synthetic tests once a day on a Jira development instance, part of the Atlassian Developer Canary Program
The test scripts cover three core capabilities, some of which involve multiple users.
Planning Poker, Silent Estimation, and app onboarding are the core capabilities currently tested.
The system automatically sends a notification when a test fails.

Thresholds - Atlassian Developer Console sends an alert when

The success rate of backend function calls drops below 99%.

3. Incident Communication and Resolution

Q: How do team members communicate with each other during incidents? Q: How does your team communicate with customers during incidents?

Member of the Smart Guess DevOps team who is on-call, investigates the incident, and takes responsibility for resolving the issue at hand

3.1 Internal Communication

During an incident, our team communicates through a dedicated Slack channel, in addition to the Smart Guess Solution portal, where customers' submitted issues are tracked. This ensures that all relevant team members are informed and can collaborate in real-time.

3.2 Customer Communication

We prioritize transparency and timely customer updates during incidents. We use Atlassian Statuspage and/or Jira Service Management to communicate with our customers during incidents. This includes:

Initial Notification

We inform customers as soon as we start investigating an issue, often within an hour. This is possible because of the low volume of incidents we typically receive.

Regular Updates

We provide updates on the progress of an incident during resolution until the issue is fully resolved.

Post-Incident Report

After resolving critical incidents, we share a post-incident report with customers that outlines the cause, resolution steps, and preventive measures.