This incident response policy defines how MapleDeploy identifies, responds to, and recovers from service incidents affecting our managed hosting platform. It establishes severity classifications, response procedures, escalation paths, and communication protocols to minimize service disruption and protect customer data.
Response time
We aim to respond to all reported incidents within 24 hours. For confirmed data breaches, we notify affected customers and the Office of the Privacy Commissioner as soon as feasible, per PIPEDA requirements.
How we respond
Detection. We monitor infrastructure health and respond to customer reports. If you notice an issue, email hello@mapledeploy.ca.
Assessment. We determine the scope (which systems, which customers) and whether data is at risk.
Containment. For security incidents, we isolate affected systems and revoke compromised credentials. For outages, we identify the failing component and begin recovery.
Communication. We email affected customers with what we know and what we're doing. We keep you informed as the situation develops.
Resolution. We fix the root cause, restore service, and verify the fix.
Post-incident review. For incidents involving data risk or extended outages, we review what happened, document the root cause and timeline, and share a follow-up with affected customers.
Communication channels
- Email: Primary channel for all incident communications. We email affected customers directly.
- Status page: Coming soon. Until then, check your email or contact hello@mapledeploy.ca.
Customer VM independence
Your MapleDeploy server runs on its own dedicated VM. A MapleDeploy control plane outage (our API, dashboard, or billing system) does not affect your running applications. Your deployed apps, databases, and services continue operating independently.
What a control plane outage does affect: new deployments through the MapleDeploy dashboard, new server provisioning, and billing operations. Your Coolify instance remains fully functional.
Scheduled maintenance
We occasionally perform maintenance on the control plane (API, dashboard). We'll notify you at least 24 hours in advance via email, including the expected duration and impact.
Customer VMs are rarely affected by maintenance. If your VM needs to be restarted (e.g., for a critical security patch at the infrastructure level), we'll coordinate with you directly.
Reporting an incident
Email hello@mapledeploy.ca with:
- What you're experiencing
- When it started
- Any error messages or symptoms
We read every message and will respond as quickly as possible.