Trust Center
Availability and Operations
Hercules services expose health/readiness checks, run with graceful shutdown behavior, and rely on managed production infrastructure for service continuity.
Last updated: 2026-03-21
Runtime health: core services publish readiness and liveness endpoints for operations checks.
Deployment model: production services run with clear service boundaries and managed data backends.
Operational triage: request-scoped logs support issue correlation and post-incident review.
Security Contact SLA
| Severity | First Response | Update Cadence |
|---|---|---|
| Critical | 1 hour | Every 4 hours until containment |
| High | 4 hours | Daily until remediation plan is accepted |
| Medium | 1 business day | Twice weekly |
| Low | 3 business days | Weekly or next maintenance update |
Incident Response Policy Summary
- Detection: Alerts from health checks, telemetry anomalies, and customer or internal reports are triaged by on-call operations.
- Notification: Confirmed customer-impacting incidents are communicated to affected customer contacts with severity, scope, and immediate mitigation guidance.
- Escalation: Security and engineering leads own containment; leadership and legal/compliance stakeholders are engaged based on incident class.
- Closure: A post-incident summary documents timeline, root cause, remediation, and follow-up actions.