Incident Management

Incident Management

Introduction

The following procedure ensures that we consistently manage incidents. An incident is defined as an unplanned interruption or reduction in quality of a service, leading to services not functioning as expected.

It is important that we handle incidents in a consistent basis, with appropriate oversight, so that our clients are confident in how we manage unexpected events.

Procedure

1.    Incident Logged

Automated monitoring services reports to Lumen any infrastructure issues with application servers, database servers and networking infrastructure. For P1/P2 incidents, Service Bridge will be notified within 20 minutes for both and updated every hour for P1 and every 1.5 hours for a P2.

2.    Allocate Severity Rating to Incident

Problems must be given an appropriate priority, so that we focus on what matters most.

Priority Rating

Response Time

Description

Status Update Frequency

Target Resolution Time

P1: Urgent

Immediately

Must initiate via phone. Critical business impact with full site, environment and/or service down. Customer cannot perform business critical functions.

 

Must be reported to Senior Management

Every Hour

1 Hour

P2: High

1 hour

Partial site, environment and/or service outage. Customer may be experiencing degradation of service or loss of resilience.

 

Must be reported to Senior Management

Every 4 hours

4 hours

P3: Medium

2 hours

Incident with non-business impact. Site, environment, or service experiencing minor issues. A system component may have failed. No degradation of service.

Every 24 hours

Max. 1 week

P4: Low

4 hours

Incident with non-business impact. No site, environment, or service issues but low-level incident required to investigate minor issue.

 

Every 48 hours

Between 1 week and 6 months

3.    Ticket Responses

All responses to tickets must be tracked through the ticketing system, to ensure a consistent approach to quality and resilience.

4.    Open Tickets Must be Reviewed Daily

Reviewing open tickets will reveal trends and patterns and will ensure that service level agreements and contractual obligations are satisfied.

5.    Lumen Notifications to Be Sent to TSG helpdesk Whenever A Status Change Occur

TSG must be informed, as problems are resolved, to ensure they are confident in the service.

6.    Problems That Cannot Be Resolved Within Contractual or Service Level Agreement Requirements Must Be Escalated to An Executive Director

For any questions, guidance, coordination, issue status, or escalation needs, contact the designated Technical Account Manager (TAM). They are your to cloud managed services and are available during standard business hours (8am – 6pm Local Time).

For technical support and operations activities, call the Global Operations Support Centre or open a ticket via the Cloud Application Manager interface. Support Engineers are available 24x7x365 and will respond in accordance with the severity level of the case.

Your TAM will regularly monitor and review all open tickets to ensure that the proper teams are engaged. They will coordinate cross-discipline engagement when required and see all issues through resolution.

Procedure Review

This procedure has been approved by an Executive Director and must next be reviewed by 31st May 2023.


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