Incident Response Policy
Last Updated: February 7, 2025
1. PurposeThis Incident Response Policy describes how Terra responds to service availability and operational incidents affecting the Terra platform. The purpose of this policy is to set clear expectations regarding incident acknowledgement, communication, and prioritization.This policy is separate from Terra's internal security and compliance incident response procedures and does not describe internal controls, processes, or remediation workflows.2. ScopeThis policy applies to:•
Service availability incidents
•
API performance degradation
•
Operational issues affecting access to Terra's services
•
Feature requests or product roadmap items
•
Scheduled maintenance or planned downtime
•
Issues caused by customer configuration, customer systems, or customer-provided data
•
Outages or degradations caused by third-party providers outside of Terra's reasonable control
| Severity | Response Target |
| Severity 1 (Critical) | Within 1 hour (24/7) |
| Severity 2 (High) | Within 4 business hours |
| Severity 3 (Medium) | Within 1 business day |
| Severity 4 (Low) | Within 2 business days |
•
For Severity 1 and Severity 2 incidents, Terra will provide reasonable status updates during the course of investigation.
•
For Severity 3 and Severity 4 incidents, updates will be provided as appropriate based on the nature of the issue.
•
Communication may occur via email, support channels, or other reasonable means.
•
Does not modify or supersede any uptime SLA
•
Does not create service credits, penalties, or financial remedies
•
Is incorporated by reference into applicable customer agreements where referenced
