Incident Response

Contain customer impact, preserve evidence and recover deliberately

An incident is an unexpected event that affects customer experience, data handling, access, publication or the reliability of a material workflow. Response begins with safety and containment, not with guessing at the cause.

Respond in five stages

1. Assess: identify the affected store, pages, capability, audience, start time and visible impact.
2. Contain: pause the narrowest affected experience or policy and confirm the safe fallback.
3. Preserve: retain timestamps, screenshots, action references and Shopify responses without exposing secrets.
4. Recover: restore the last known safe state, verify it on the live customer path and monitor recurrence.
5. Learn: document cause, contributing conditions, corrective work and the owner of each follow-up.

Escalate appropriately

Suspected unauthorised access, customer-data exposure or widespread storefront failure needs prompt escalation through your established security and Shopify procedures as well as Liva 7 support.