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Incident Priority & Response Guidelines

Purpose​

This page explains how NoCode‑X classifies and handles incidents so that customers have a clear, transparent, and comprehensible view of how we prioritize work and communicate during issues.

For general documentation, community links, and bug reporting references, see the NoCode‑X docs hub: docs.nocode-x.com.

Who assesses priority​

  • The NoCode‑X Platform Team reviews each report and assigns the initial priority based on impact and scope.
  • Priorities can be adjusted as new information emerges.

Priority levels​

P1 — Full platform issue or outage​

  • Impact: Broad platform unavailability or a critical security/emergency condition.
  • Typical engagement: Immediate, all‑hands response and continuous updates until mitigated.
  • Example scenarios:
    • Login, editor, or runtime inaccessible platform‑wide
    • Systemic data access failure across all tenants

P2 — Partial platform outage or multi‑customer impact​

  • Impact: A major capability is degraded or down for multiple customers.
  • Typical engagement: Rapid response from the platform team; frequent updates; mitigation/workarounds prioritized.
  • Example scenarios:
    • Region‑specific degradation
    • A core service (e.g., builds, publishing, job runner) failing for several tenants

P3 — Feature issue affecting a couple of users​

  • Impact: A non‑critical feature malfunction affecting a small subset of users; workarounds may exist.
  • Typical engagement: Scheduled into the next appropriate engineering cycle with status updates.
  • Example scenarios:
    • Component bug impacting certain browsers
    • Intermittent errors in specific flows for a limited group

P4 — Feature issue affecting a single customer​

  • Impact: Isolated issue with limited scope or a non‑blocking defect.
  • Typical engagement: Addressed as capacity allows, grouped with similar fixes; updates provided as triage progresses.
  • Example scenarios:
    • Minor UI defect
    • Configuration‑specific behavior without broader impact

Our commitment​

  • Effort commitment, not result commitment.
  • We commit to prompt triage, diligent investigation, and best‑effort mitigation/resolution, with transparent communication throughout.
  • Timelines can vary based on complexity, reproduction, and dependencies.

If you believe your issue needs a higher priority​

  • You can request a reassessment. Provide additional impact details (e.g., number of affected users, revenue, deadlines, compliance risks).
  • For real‑time discussion and escalation context, reach out via the Discord community linked from the docs hub: docs.nocode-x.com.

How to report an issue​

Include as much detail as possible to speed up triage:

  • Summary: What’s happening vs. what you expected
  • Impact: Priority you believe applies (P1–P4), number of affected users/tenants, business impact
  • Repro steps: Exact steps, environment (prod/stage), app/tenant IDs, timestamps and time zone
  • Evidence: Screenshots, error messages, logs, network traces, console output
  • Scope: When it started, frequency, known workarounds, any recent changes (deploys, config)
  • Contact: Best way to reach you for follow‑ups

👉 Report the issue through your usual support channel and notify the team on Discord via the link available on the docs hub: docs.nocode-x.com.

Security Incidents​

Reporting an active security incident​

If you experience or discover a security incident (e.g., suspected data exposure, account compromise, unauthorized access):

  1. Immediately contact [email protected]
  2. Reach out on Discord for rapid coordination
  3. Provide:
    • Context of the incident (what you observed, when it started)
    • Impact you see (systems/customers affected)
    • Your contact details so the team can follow up directly

Reporting a security vulnerability​

If you want to responsibly report a security vulnerability:

  • Please use our Responsible Disclosure Policy
  • The policy defines:
    • Scope: which systems and vulnerabilities are covered
    • Process: how and where to submit your findings securely
    • Expectations: on response timelines and safe‑harbor protections

📖 Refer to the Responsible Disclosure Policy (available via our documentation or support team) to ensure you follow the correct process and help strengthen overall platform security.

Communication and transparency​

  • We provide status updates appropriate to the priority level and complexity.
  • If a workaround exists, we will share it promptly while continuing to pursue a full fix.
  • As new facts arrive, priority may be revised to reflect actual impact.

Notes on reassessment​

  • Priority is based on current, verified impact. Supplying clear, quantifiable impact data helps us escalate appropriately.
  • The team may temporarily elevate a case to accelerate mitigation while deeper root‑cause analysis continues.

📖 For general resources, community access, and bug reporting entry points, visit the docs hub: docs.nocode-x.com.