Incident Management Procedure


Any issues that results in customer downtime, degraded performance, security breach or loss of customer data must be reported internally as an incident.

Incident Reporting
All events (customer or system generated) must be logged as “Issues.” Issues become incidents if they result in customer downtime, degraded performance, security breach or loss of customer data must be reported as an incident.

Staff members are responsible for logging incidents into our issue tracking system. As soon as an incident is reported, senior management must be informed of the incident. Senior management then determines at their discretion if an issue is “significant” (see Significant Incident Handling below). All Incident Reports are kept on file for a minimum period of 3 years.

Customer Notification
Senior management is responsible for notifying effected customers of incident reports. Senior management shall use the following guidelines for notification:

  1. IT staff must validate all reported incidents to ensure that false positives and insignificant incidents are not reported to customers.
  2. Once an incident is validated as significant, senior management must report the incident to customers within one business day. Notification can be done via a web maintenance page for incidents that do not involve security breach or data loss. Incidents that involve security breach or data loss must be reported to the customer via email or telephone.
  3. Senior management is also responsible for notifying key parties within our company (e.g. technical support and senior management).

Significant Incident Handling
Once a significant incident is reported the following procedure is followed:

  1. IT staff members are assigned to resolve the incident by senior management.
  2. The incident is then validated and status is communicated with the customer and internal stakeholders if necessary.
  3. IT staff works to resolve the issue. IT staff shall work 24 X 7 until an incident is resolved.
  4. Once the issue is resolved, the incident report is closed and then filed for further analysis.
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