1. Status communication
Material incidents affecting multiple customers or a significant service should be communicated through the public status page where operationally appropriate.
2. Updates
During an active incident, AlpineLayer should provide updates at a frequency appropriate to severity, even when investigation is ongoing and not all details are known.
3. Security incidents
Security incidents may require more limited public detail while containment or investigation is active. Customers directly affected by a personal-data breach will be notified according to applicable law and contract.
4. Post-incident review
For major incidents, AlpineLayer should consider publishing a summary of impact, timeline, contributing factors and corrective actions when doing so does not create security or legal risk.
5. SLA
Incident communication does not itself determine SLA eligibility; the applicable SLA measurement and exclusions control.