PulsePigeonemail infrastructure

Reliability

Incident response and on-call policy.

PulsePigeon treats delivery outages, tenant-isolation concerns, credential exposure, and compliance-impacting defects as emergency incidents.

Severity

Escalation targets

Published
SEV1Acknowledge within 15 minutes; incident commander assigned immediatelyCustomer-visible send outage, tenant isolation risk, credential exposure, or compliance-impacting incident
SEV2Acknowledge within 30 minutes; owner assigned during business-critical windowMaterial degradation, delayed delivery, degraded provider failover, or support-impacting operational issue
SEV3Triage next business daySingle-tenant degradation, documentation issue, non-critical monitor failure

Process

Incident workflow

On-call
Step 1Assign incident commander and scribe
Step 2Open customer-impact timeline
Step 3Post public status update for customer-visible SEV1 or SEV2 events
Step 4Stabilize, rollback, or fail over before root-cause deep dive
Step 5Publish blameless postmortem within five business days