Incident Management

Description

Our incident management aims to restore normal service operations for the services we manage as quickly as possible, under the SLA agreed upon with the customer. In doing so, we align our actions with the customer's activities and priorities. Customers receive a transparent overview of service performance through an optional service reporting feature. Incident categorization and prioritization take place within event management. You can learn more about our monitoring and alerting capabilities on our website.

Standard Processes

Once categorized by urgency, the following steps are taken for each ticket as it is processed:

1. Your designated emergency contact is listed as the ticket creator and is consequently notified of the incident via email.
2. Any additional contacts are included in the CC field.
3. Our engineer will attempt to resolve the issue independently. If this is not possible, they will request assistance from your contacts via the ticket and provide the relevant information.

Customized Processes

If our best-practice approaches do not suit the customer's needs, we offer the option of customized processes as part of our optional "Service Management Enterprise" offering. This allows for the use of an incident response manual, enabling us to resolve errors within the application scope without requiring the involvement of the customer or the agency.