Incident response process

At times, partners may experience issues with an integration. Some issues may severely impact a partner’s business. Canva refers to such issues as Incidents.

Canva has a streamlined process to address incidents. Partners must follow this process and report incidents immediately. This helps Canva resolve issues quickly and reduce the adverse impact on a partner’s business.

This document explains Canva’s incident response process.

Canva’s incident response process is only for Tier 1 partners. Tier 2 and Tier 3 partners must report bugs instead.

Incident vs. Bug

Not all issues are incidents. Some issues may be bugs. Canva differentiates incidents from bugs in the following way:

Issue type

Description

Severity

Attention

Incident

Severely impacts a partner’s business. See Types.

High

Immediate

Bug

Affects only a few users, designs, or artworks, and not the entire business.

Medium, Low

Can wait

Types

Canva classifies incidents into the following types:

Incident

< 0.05% Affected users

0.05% - 1% Affected users

1% - 10% Affected users

> 10% Affected users

Core feature broken

Minor

Major

Major

Critical

Non-core feature broken

Minor

Minor

Minor

Major

Performance severely affected (barely usable)

Minor

Minor

Major

Critical

Performance slightly affected (degraded, but usable)

Minor

Minor

Minor

Major

Response team

Canva has a team of engineers on call to respond to incidents and a dedicated team to specifically respond to partnership incidents.

Canva has tooling to monitor the health and performance of its system. Canva sets up these monitors to proactively alert Canva engineers of failures in the system.

Canva engineers get to know of a failure even before a partner gets to know.

Monitoring dashboard

Canva has a dashboard that shows the system’s status in real time. The dashboard is available at https://www.canvastatus.com/.

If partners suspect something’s wrong with an integration, they can check the status in the dashboard.

Subscribe to alerts

Partners can receive alerts when Canva creates, updates, or resolves an incident, or changes a component status.

To subscribe to alerts:

  1. Navigate to Canva’s monitoring dashboard at https://www.canvastatus.com/.

  2. Click SUBSCRIBE TO UPDATES.

  3. Select the way you want to receive alerts:

    1. For webhook notifications, specify the endpoint URL.

    2. For email notifications, specify an email address.

To learn about webhook notifications, see the following article: https://support.atlassian.com/statuspage/docs/enable-webhook-notifications/

Report incidents

To report an incident:

  1. Navigate to the Canva Helpdesk.

  2. Select Incident.

  3. Select Report an incident.

  4. Fill out the required fields.

  5. Attach screenshots and code snippets as needed.

  6. Click Send.

Canva engineers will respond via the ticket. The response time varies according to the incident type. Only if they deem necessary, will they contact a partner via other means, such as telephone or video call.

Report bugs

To report bugs:

  1. Navigate to the Canva Helpdesk.

  2. Select Support.

  3. Select Report a bug.

  4. Fill out the required fields.

  5. Attach screenshots and code snippets as needed.

  6. Click Send.

Canva engineers will respond via the ticket during their regular business hours.

Response time

Canva’s response time varies according to the incident type:

Response

Critical

Major

Minor

Acknowledge

Within 15 minutes

Within 15 minutes

Within 8 hours

Start

Immediately

Immediately

Within 8 hours

Update

Every hour

Every hour

As per Canva’s Bug Fix Policy

Resolve

Within 8 hours

Within 24 hours

As per Canva’s Bug Fix Policy

Inform

Immediately after resolving

Immediately after resolving

Immediately after resolving

Close

Within 15 minutes of informing

Within 15 minutes of informing

Within 15 minutes of informing

Actions

Canva takes the following actions after the incident:

  1. Starts the root cause analysis immediately. If notified outside of business hours, Canva starts the analysis the next business day.

  2. Prepares a Root Cause Analysis report (RCA report). The report has:

    1. Issue summary.

    2. Incident duration.

    3. Incident start timestamp and end timestamp.

    4. Number of affected customers.

  3. Sends the RCA report to the partner.