Edara Protect

Incident response

Monitoring says, “We detected a problem.” Incident response means technical assistance investigates the problem and considers the next steps within the agreed scope.

1. 1

   What assistance involves

   Assistance can include reviewing alerts, checking relevant information, and helping identify corrective steps. Work depends on access, the affected service, and your agreement. A monitoring subscription alone does not mean automatic repair or permission to make every possible change.

2. 2

   Pro's included time

   Protect Pro lists 30 minutes of incident-response assistance per month. This is a time allowance, not a promise to resolve every incident. Confirm the available balance, which work counts, and any additional scope or cost with Edara when an incident needs more assistance. Do not treat this as unlimited Care support.

3. 3

   From alert to investigation

   If checkout stops responding, monitoring can send an alert. Incident assistance may then review the failure and help determine whether a recent configuration change is relevant. Repair may require the application owner or separately scoped work; the alert itself does not start or complete those actions automatically.

4. 4

   Prepare for an incident

   Keep an owner for alerts and provide Edara with the affected service, impact, timing, and recent changes. Agree authorization for sensitive repairs. Response and repair times are not guaranteed unless an explicit service agreement provides that commitment. Confirmed Edara product defects follow the applicable support policy rather than being treated as customer-requested Care changes.