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:

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Service availability incidents

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API performance degradation

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Operational issues affecting access to Terra's services

This policy does not apply to:

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Feature requests or product roadmap items

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Scheduled maintenance or planned downtime

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Issues caused by customer configuration, customer systems, or customer-provided data

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Outages or degradations caused by third-party providers outside of Terra's reasonable control

3. Definition of an IncidentAn "Incident" means an unplanned interruption to or degradation of Terra's production services that materially impacts the normal operation of the platform.

4. Severity ClassificationIncidents are classified into severity levels based on impact and scope. Severity classification is determined by Terra in good faith.Severity Levels

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Severity 1 (Critical)

Complete service outage, active security incident, or material unavailability of core APIs with no viable workaround, affecting multiple customers.

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Severity 2 (High)

Significant degradation of service functionality that materially impacts usage but does not constitute a complete outage and does not rise to a Severity 1 incident.

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Severity 3 (Medium)

Limited service impact, partial loss of non-critical functionality, or issues with reasonable workarounds available.

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Severity 4 (Low)

Minor issues, cosmetic defects, documentation issues, or general inquiries with minimal operational impact.

5. Response TargetsFor purposes of this policy, "response" means acknowledgement of the incident and initiation of investigation, not resolution or remediation.

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

6. Communication & Updates

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For Severity 1 and Severity 2 incidents, Terra will provide reasonable status updates during the course of investigation.

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For Severity 3 and Severity 4 incidents, updates will be provided as appropriate based on the nature of the issue.

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Communication may occur via email, support channels, or other reasonable means.

7. ResolutionResolution timelines may vary depending on incident complexity, root cause, third-party dependencies, and environmental factors. This policy does not guarantee resolution within a specific timeframe.

8. Relationship to Other AgreementsThis Incident Response Policy:

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Does not modify or supersede any uptime SLA

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Does not create service credits, penalties, or financial remedies

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Is incorporated by reference into applicable customer agreements where referenced

9. Changes to This PolicyTerra may update this Incident Response Policy from time to time. Material changes will be posted to this page with an updated "Last Updated" date.

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