Fiducia TogetherUptime and incident response
What happens when a system goes down, and who does what.
Please note: This page explains what a term means. It is general information, not legal, financial, tax or investment advice, and it does not know anything about your business. Before you sign, file or commit to anything, check it with an accountant, a solicitor, or the official guidance we link to.
What it means
Incident response is the planned handling of an outage or security event: detection, triage, containment, recovery and review.
Why it matters
The response time is what customers experience. An hour of downtime handled well is forgivable; an hour of silence is not.
What it looks like in practice
Decide in advance who declares an incident, who communicates, and where the status is posted. Keep the contacts somewhere not dependent on the systems that are down.\n\nHold a blameless review afterwards and fix the cause, not the symptom.
What to watch out for
Not telling customers. Silence is read as incompetence, and a short honest update costs nothing.
Where to get proper advice
The NCSC's incident management guidance, free. Your supplier's SLA for what they owe you.
Where to read more
Last reviewed 2026-08-28 by Fiducia Together · Next review due 2027-08-28
Please note: This page explains what a term means. It is general information, not legal, financial, tax or investment advice, and it does not know anything about your business. Before you sign, file or commit to anything, check it with an accountant, a solicitor, or the official guidance we link to.