Incident Management Policy

Last Updated : Oct 2025

Introduction
This Incident Management Policy ("Policy") outlines the procedures and responsibilities for managing incidents that may impact the availability, confidentiality, or integrity of Web Temple’s ("We," "Us," "Our") services. By using our services, you agree to the terms in this Policy.

1. Scope

   1. Definition of Incidents:
      • An incident is any unplanned event or condition that disrupts or threatens to disrupt normal operations, including but not limited to:
        • Service outages
        • Security breaches
        • Data loss or corruption
        • System performance issues
   2. Covered Services:

      • This Policy applies to all hosting, managed services, and Larvee application products provided by us.

2. Incident Reporting

   1. Reporting Channels:
      • Customers can report incidents via:

        • Raise Incident : Get in Touch Form

        • Phone: +60 11 1885 2808 (Malaysia), +65 9777 2808 (Singapore)]

        • Support ticket system: https://support.webtempleasia.com/

   2. Required Information:
      • When reporting an incident, provide:

        • Description of the issue

        • Time of occurrence

        • Affected services or systems

        • Any relevant logs, screenshots, or error messages

3. Incident Management Process

   1. Incident Triage:
      • Incidents will be categorized and prioritized based on severity:

        • Critical: Severe disruption or complete outage of services affecting multiple customers.

        • High: Significant impact on one or more critical systems or customers.

        • Medium: Limited disruption with a workaround available.

        • Low: Minor issues with no immediate impact on services.

   2. Response Times:
      • Initial response times:

        • Critical: 2 hour

        • High: 4 hours

        • Medium: 8 hours

        • Low: 24 hours

   3. Resolution Times:

      • Resolution efforts will commence immediately for critical incidents and as per priority for others. Actual resolution times depend on the complexity of the issue.

   4. Communication During Incidents:

      • Regular updates will be provided to affected customers via email or the support ticket system.

      • Updates will include the nature of the incident, mitigation efforts, and estimated resolution times.

4. Post-Incident Activities

   1. Incident Review:
      • A post-incident review will be conducted for critical and high-priority incidents.
      • The review will include:

        • Root cause analysis

        • Lessons learned

        • Actions to prevent recurrence

   2. Incident Reports:

      • Incident reports will be shared with affected customers upon request.

5. Customer Responsibilities

   1. Timely Reporting:

      • Report incidents as soon as they are identified to minimize impact.

   2. Cooperation:

      • Provide necessary information and access to facilitate incident resolution.

6. Policy Amendments

   1. Updates:

      • This Policy may be updated at our sole discretion to reflect changes in our incident management processes, operational requirements, or legal compliance. Customers are advised to review this Policy on our website periodically to stay informed of any updates.

      • While not obligated, we may provide notifications of significant updates as a gesture of goodwill. Any missed notifications will not excuse non-compliance with the updated Policy.

Contact Us
For questions or concerns about this Incident Management Policy, contact us at:

• Get in Touch Form (via our website)
• Phone: +603 7958 2808 (Malaysia), +65 9777 2808 (Singapore)
• Mobile & Messenger App: +60 11 1885 2808 (Malaysia), +65 9777 2808 (Singapore)

Acknowledgment
By using our services, you acknowledge that you have read, understood, and agree to this Incident Management Policy.