Incident Response

​

Overview

This page describes how Paragon responds to incidents on cloud and managed on-premise installations. On unmanaged on-premise, you own monitoring, incident response, and patching; Paragon can advise if you share diagnostics. For managed installations, hundreds of metrics are collected with alarms for Paragon’s support team. You can learn more here. We proactively respond to deviations and often remediate misconfigurations, errors, and costs before customers or their users are made aware. If you detect issues with your environment, please contact our team, and we’ll prioritize fixing and patching your environment as soon as possible.

​

Underutilization of resources

When resources are consistently underutilized, we downsize resources such as Postgres and Redis to save monthly cost.

​

More resources needed

In almost every case, we’re notified within seconds when a managed installation lacks resources. Autoscaling is typically enabled within predefined limits. If a resize would materially affect monthly costs, we notify your team and request approval for the installer to update the system.

​

High error rates

When high error rates are detected, we’ll immediately investigate the source of error rates and take the appropriate action. In many cases, it’s a new workflow that’s being tested or misconfigured, and no action is needed. Generally, releases are tested in our cloud environment and confirmed to be stable before deploying to enterprise environments, so rollbacks due to high error rates in on-premise environments rarely happen.

​

Hacks / Exploited Systems

If we detect an exploit, your team is notified immediately and a Paragon response team is formed. If you become aware of an exploit, notify us immediately.

​

System downtime

Every microservice is configured with horizontal pod scalers, services, and health checks to enforce uptime. If services are regularly going offline due to high load or a lack of resources, please report it to the support team, and we’ll make sure to investigate and optimize your installation.

​

General bugs

If you find a bug or regression within your installation, please report it to the support team, and we’ll prioritize patching and updating your system as soon as possible.