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Disaster Recovery Guide

This guide explains how customers should report service disruptions for applications deployed via Game Warden. Prompt, accurate reporting helps Second Front (2F) respond quickly and effectively.

When to report

Operational disruptions such as outages, data loss, or critical service degradation that may require recovery procedures.

Common event types:

Event Type Description
Service Unavailability The application is completely inaccessible to end-users (e.g., 503 errors, timeouts) due to underlying platform or infrastructure issues.
Data Loss or Corruption Persistent data (databases, object storage) is accidentally deleted, corrupted, or rolled back to an incorrect state.
Cloud Region/Zone Outage A major failure of the underlying hyperscaler IaaS provider (e.g., AWS/Azure) affecting the hosting region or availability zone.
Platform Component Failure Essential PaaS services required for the application to run (e.g., Ingress controller, DNS, authentication services) are non-functional.
Malicious Data Destruction A security compromise (such as ransomware or insider threat) that results in data encryption or deletion, requiring restoration from backups.
Resource Exhaustion The application or platform runs out of critical resources (storage, compute quotas) causing a crash that requires intervention to restore service.
Failed Deployment/Upgrade A platform or application update results in a catastrophic failure where standard rollback procedures fail, requiring a full recovery.

Important

If you’re not sure which category applies, report the event anyway. Our team will triage and route appropriately.

How to report

  1. Notify Second Front via the Support Portal. See Accessing the Support Portal for instructions.
  2. Select Report an Outage as the ticket category.
  3. Complete the ticket using the provided fields:
    • Summary: Provide a brief title or description of the disruption.
    • Attachment: Upload any relevant screenshots of error messages or degraded service.
    • Description: Provide the full details of the event. Please include:
      • Company name
      • Type of event (refer to the list above)
      • Current impact (e.g., full downtime, degraded service)
      • Affected application or service
      • Alternative contact information (e.g., a phone number) so the Security Team can reach you quickly
  4. Based on the incident's impact, select the Priority of the incident (Low, Medium, High) from the dropdown menu.
  5. Click Create to submit the report.

Responsibility model

  • Platform-level response (Game Warden infrastructure): Managed by 2F.
  • Application-level response (your deployed apps): Managed by your team.
  • Some DR controls are partially inheritable, but primary responsibility for application-level security and recovery rests with the customer.