GATEKEEPER AI AGENTS
Incident & Response Review Agent
See how vendors respond when service incidents occur.
The Incident & Response-Time Reviewer Agent assesses response and resolution times by severity, tracks incident volume and trends, and identifies recurring root causes, giving your team a clear view of vendor incident performance.
HOW IT WORKS
How the Incident & Response Review Agent works.
Incident records reviewed.
The Agent reviews the uploaded incident log and service report for the assessment period.
Response times assessed.
Response times are assessed by severity, with breaches evaluated according to the severity of the affected incidents.
Resolution times assessed.
Resolution performance is reviewed using the same severity-based approach to identify where targets were missed.
Incident trends analysed.
The Agent assesses whether incident volumes are improving or increasing and identifies repeated incidents with the same root cause.
Performance rated.
Response times, resolution times and incident trends receive Green, Amber or Red ratings, with insufficient evidence clearly identified where data is unavailable.
Follow-up focused.
Clear ratings and recurring issues help your team focus vendor conversations on where performance needs to improve.
FAQ
Frequently asked questions.
What does the Incident & Response Review Agent assess?
The Agent assesses vendor incident handling across three areas:
- Response times: Green when all severity tiers meet target, Amber for low-severity breaches, and Red for any high-severity breach.
- Resolution times: Rated using the same severity-based criteria.
- Incident volume and trend: Green when flat or improving, Amber when rising, and Red when sharply rising or the same root cause recurs.
The Agent also identifies recurring root causes that require attention.
What information does the Agent use?
The Agent reviews:
- The vendor’s uploaded incident log.
- The uploaded SLA or service report.
- The Contracted SLA Target % held in Gatekeeper.
It uses this information to assess incident handling for the review period.
What does the Agent produce?
The Agent provides an overall Green, Amber or Red rating, supported by a structured breakdown of each assessment area.
Each dimension includes its individual rating and the finding behind it. Where the evidence is insufficient, this is clearly identified rather than assigning an unsupported rating.
Are there any limitations with large incident logs?
Yes. Long, tabular incident logs are retrieved in relevant sections rather than read end-to-end.
For particularly large reports, providing a summarised incident log helps improve coverage of the assessment.
How does Agent automation compare with a manual process?
Without Agent automation, teams manually review incident records to assess vendor performance.
- Response and resolution times must be checked across severity levels.
- Incident volumes and trends must be compared manually.
- Recurring root causes can be difficult to identify consistently.
With Agent automation, incident handling is assessed using defined rating criteria.
- Response and resolution performance is rated by severity.
- Incident trends and recurring issues are assessed consistently.
- Each dimension receives a rating supported by a clear finding.
Is there an audit trail?
Every Agent action is recorded in Gatekeeper with a timestamp, including the criteria applied, decision made, supporting evidence and reasoning where applicable.
This creates a searchable record of how each outcome was reached, supporting compliance verification, internal review and audit requirements.
How is my data kept secure and compliant?
Your data stays within Gatekeeper while the Agent performs its work. Actions, decisions and supporting evidence are logged, creating a clear audit trail.
The Agent operates within the permissions, playbooks and authority controls you configure.
Data handling follows Gatekeeper’s enterprise security standards, including SOC 2 Type II compliance and GDPR requirements.
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Expert insight & opinion
Related AI agents.
Gatekeeper's agents work as a single, connected team, handing off to one another across the lifecycle rather than running in isolation like bolted-on point tools.
