Incident Response Plan
Our Incident Response Team is notified as soon as an incident is detected, and the following steps are performed.
To determine if an incident has occurred, our team checks the following list to see if the current situation matches one of our predefined conditions:
| Situation | Threshold(s) |
| Crazy Egg accounts have inaccurate or missing data | 🕓 for longer than 5 minutes 👤 for at least ten users |
| Crazy Egg accounts are entirely or partly unusable | 🕓 for longer than 5 minutes 👤 for at least ten users |
| Crazy Egg script negatively impacted websites that have it installed | 🕓 for any amount of time 👤 for any amount of users |
| Personal data (PII) was used without explicit consent (data breach) | 🕓 for any amount of time 👤 for any amount of users |
After an incident has been identified, an engineer and customer success team member are identified to work closely together until the incident is resolved.
After the incident has been resolved, the affected customers are emailed an explanation of what happened. Depending on the time required to resolve, notification to affected customers will occur before a resolution is found. That correspondence will outline the situation, steps being taken, and the estimated length of time for resolution.
