CARDA Incident & Feedback Management Procedure
CARDA maintains a structured process for documenting system issues, managing downtime, and responding to customer complaints and feedback. This ensures that all events — whether technical faults or user-reported concerns — are captured, assessed, and resolved in a consistent and transparent manner.
What is Captured
All events are recorded as structured entries, including:
All events are recorded as structured entries, including:
- System incidents (errors, failures, downtime)
- Data-related issues (missing, incorrect, or corrupted Evidence Objects)
- User complaints and support requests
- Feedback relating to usability, clarity, or behaviour
- Near misses (issues that did not result in failure but indicate risk)
- Date and time
- System component affected
- Description of the issue
- Impact assessment
- Initial risk classification
Incident Classification
Incidents are prioritised using the CARDA Risk Matrix:
Incidents are prioritised using the CARDA Risk Matrix:
- Low — Minor issue, no immediate impact
- Medium — Noticeable issue requiring monitoring
- High — Significant disruption requiring prompt action
- Critical — Immediate response required (e.g. system outage, data risk)
Response Process
All incidents and complaints follow a defined response workflow:
1. Log
Capture the issue in the incident register with complete details.
2. Acknowledge
Confirm receipt to the reporting user (where applicable).
3. Assess
Determine severity using the Risk Matrix and identify affected components.
4. Investigate
Analyse logs, system behaviour, and user context to determine root cause.
5. Respond
Apply corrective actions (technical fix, data recovery, clarification).
6. Communicate
Provide clear updates to affected users, including resolution status.
7. Close
Document outcome and confirm resolution.
All incidents and complaints follow a defined response workflow:
1. Log
Capture the issue in the incident register with complete details.
2. Acknowledge
Confirm receipt to the reporting user (where applicable).
3. Assess
Determine severity using the Risk Matrix and identify affected components.
4. Investigate
Analyse logs, system behaviour, and user context to determine root cause.
5. Respond
Apply corrective actions (technical fix, data recovery, clarification).
6. Communicate
Provide clear updates to affected users, including resolution status.
7. Close
Document outcome and confirm resolution.
Service Level Targets (SLA)
CARDA applies defined response and resolution targets based on incident severity. These targets ensure that issues are addressed in a timely and predictable manner.
Response Time refers to initial acknowledgement and engagement.
Resolution Target refers to restoration of service or implementation of a workaround.
Targets may be adjusted under formal service agreements.
CARDA applies defined response and resolution targets based on incident severity. These targets ensure that issues are addressed in a timely and predictable manner.
| Severity | Example | Response Time | Resolution Target |
|---|---|---|---|
| Low | Minor UI issue, non-critical feedback | Within 2 business days | Next scheduled update |
| Medium | Partial feature issue, user confusion | Within 1 business day | 3–5 business days |
| High | Feature unavailable, workflow disruption | Within 4 hours | 1–2 business days |
| Critical | System outage, data integrity risk | Within 1 hour | Immediate / same day |
Response Time refers to initial acknowledgement and engagement.
Resolution Target refers to restoration of service or implementation of a workaround.
Targets may be adjusted under formal service agreements.
Downtime Management
In the event of system downtime:
In the event of system downtime:
- Incidents are immediately classified as High or Critical
- Status is monitored in real time
- Users are informed of impact and expected resolution time
- Recovery actions are prioritised to restore core functionality
Customer Complaints & Feedback
All user feedback is treated as a valuable input to system improvement.
All user feedback is treated as a valuable input to system improvement.
- Complaints are logged and tracked as formal records
- Feedback is reviewed for recurring themes or systemic issues
- Usability concerns are assessed as behavioural risk indicators
- Where appropriate, changes are incorporated into system updates
Continuous Improvement
All incidents and feedback contribute to ongoing system refinement:
All incidents and feedback contribute to ongoing system refinement:
- Updates to the Risk Register
- Adjustments to controls and safeguards
- Improvements to workflows and user interface
- Enhancements to training and guidance
Key Principle
Issues are not treated as isolated failures — they are treated as signals.
Each incident provides insight into system behaviour, enabling CARDA to become more reliable, predictable, and effective over time.