Vendor Incident Contact Matrix

Purpose: Centralized vendor contact matrix for incident response. Know who to call, how to reach them, and what to expect.

Vendor Matrix Overview

Vendor Categories

Tier 1: Critical Infrastructure Vendors

Products/Services: Payments, CDNs, DDoS protection, monitoring, error tracking

Vendor Escalation Rules:

• PagerDuty escalates automatically: If no response after 15 min, escalate to VP Engineering
• Customer comms: If vendor SLA violated, notify customers immediately
• Credit tracking: Log all SLA violations, calculate credits

Tier 2: Secondary Infrastructure Vendors

Products/Services: Cloud infrastructure, frontend hosting, media hosting, customer support

Vendor Escalation Rules:

• PagerDuty escalates after 15 min: Escalate to SRE Lead
• Customer comms: If vendor SLA violated after 30 min, notify customers
• Credit tracking: Log SLA violations, calculate credits

Vendor Contact Info

Stripe

• Email: support@stripe.com
• Phone: +1 (855) 641-2193
• Web: https://support.stripe.com/contact
• SLA: 15 min response, 99.9% uptime
• Compensation: Credit per SLA violation (auto-credited)

SendGrid

• Email: support@sendgrid.com
• Phone: +1 (855) 481-7446
• Web: https://help.sendgrid.com/hc/en-us/requests/new
• SLA: 15 min response, 99.9% uptime
• Compensation: Refund unused credits

CloudFlare

• Email: 24x7@cloudflare.com
• Phone: 1-844-933-1553
• Web: https://www.cloudflarestatus.com/incidents
• SLA: 15 min response, 99.99% uptime
• Compensation: Credit per SLA violation (auto-credited)

AWS

• Email: support@aws.amazon.com
• Phone: 1-800-767-1727
• Web: https://status.aws.amazon.com/
• SLA: 30 min response, 99.99% uptime
• Compensation: Service credits (auto-credited)

Vercel

• Email: support@vercel.com
• Phone: 1-855-973-8355
• Web: https://vercel.statuspage.io/
• SLA: 15 min response, 99.9% uptime
• Compensation: Credits (auto-credited)

Gumroad

• Email: support@gumroad.com
• Phone: [internal, see SRE Lead]
• Web: https://help.gumroad.com/hc/en-us/requests/new
• SLA: 15 min response, 99.9% uptime
• Compensation: Service credits (via API)

Datadog

• Email: support@datadoghq.com
• Phone: 1-855-252-2362
• Web: https://www.datadoghq.com/support/
• SLA: 15 min response, 99.99% uptime
• Compensation: Credits (auto-credited)

New Relic

• Email: support@newrelic.com
• Phone: 1-855-207-6061
• Web: https://support.newrelic.com/hc/en-us/requests/new
• SLA: 15 min response, 99.99% uptime
• Compensation: Credits (auto-credited)

Sentry

• Email: support@sentry.io
• Phone: 1-415-795-3566
• Web: https://sentry.io/support/
• SLA: 15 min response, 99.99% uptime
• Compensation: Credits (auto-credited)

Intercom

• Email: support@intercom.com
• Phone: 1-888-330-9241
• Web: https://developers.intercom.com/
• SLA: 15 min response, 99.9% uptime
• Compensation: Credits (auto-credited)

Zendesk

• Email: support@zendesk.com
• Phone: 1-888-888-8247
• Web: https://support.zendesk.com/hc/en-us/requests/new
• SLA: 30 min response, 99.9% uptime
• Compensation: Credits (auto-credited)

Cloudinary

• Email: support@cloudinary.com
• Phone: 1-310-909-3173
• Web: https://cloudinary.com/feature/help
• SLA: 15 min response, 99.9% uptime
• Compensation: Credits (auto-credited)

Escalation Protocols

Step 1: Initial Contact

1. Contact method: PagerDuty → Email → Phone 2. Message format: Incident ID, severity, impact, what you need 3. Response time: Vendor SLA target (15 min for Tier 1, 30 min for Tier 2) 4. Observation log: Document time, contact method, response

Step 2: If No Response

1. Escalate to primary on-call: PagerDuty escalates automatically 2. Alternative contact: Try different channel (email vs phone) 3. Check vendor status page: Is the vendor having an outage? 4. Prepare workaround: Can you switch providers?

Step 3: SLA Violation

1. Calculate credit: Vendor SLA violation → credit 2. Document SLA violation: Time, severity, credit amount 3. Notify customer: If customer affected, notify them 4. Track credits: Log in financial system

Step 4: Vendor Performance Review

1. Review SLA violations: How often do they fail? 2. Evaluate alternative providers: Is there a better vendor? 3. Negotiate terms: Update SLA terms if needed 4. Consider switching: If SLA violations are frequent

Vendor Management

Vendor Performance Tracking

Vendor Onboarding Process

1. Evaluate vendor: SLA, support quality, pricing 2. Negotiate terms: Ensure SLA terms are documented 3. Onboard vendor: Add to matrix, enable PagerDuty 4. Monitor performance: Track SLA violations, response times 5. Review regularly: Quarterly vendor performance review

Vendor Offboarding Process

1. Evaluate alternatives: Is there a better vendor? 2. Plan migration: Transition away from vendor 3. Notify customers: If vendor is critical, notify customers 4. Switch providers: Migrate to alternative vendor 5. Close vendor: Remove from matrix, archive contacts

Documentation Fields

• ☐ Vendor: [vendor name]
• ☐ Contact Email: support@vendor.com
• ☐ Contact Phone: [phone number]
• ☐ PagerDuty Escalation: [PagerDuty ID]
• ☐ SLA Response: [target response time]
• ☐ SLA Compensation: [type of compensation]
• ☐ SLA Violations (90 days): [count]
• ☐ Customer Impact: [yes/no]
• ☐ Vendor Rating: Excellent / Good / Needs Improvement
• ☐ Action Needed: [none / review / switch]

Vendor SLA Summary

Usage: Use during vendor incidents. Contact vendor using the matrix, track SLA violations, and calculate credits. Works with vendor-escalation-protocols.md and customer-vendor-incident-comms.md.

Product links: /l/ops-starter-kit-vol-2 | /l/ops-starter-kit | /l/automation-starter-pack

From the HIVE80lab kit

• The First 30 Minutes — free incident quick-start
• Ops Starter Kit — full incident-response kit for small teams — $14
• Ops Mega Bundle — all 5 kits in one download — $29
• Small-Team Ops Audit — prioritized findings + fix plan, five-day turnaround — $149
• Custom Incident Runbook — done-for-you, built from your estate, 48h — $249

Part of the five-pillar incident-response set: see the pillars overview and the blameless post-incident review template.