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Incident management

Incident Definition

An Incident is an unplanned interruption to a service or reduction in the quality of an IT service.

Simply:

  • Something is broken…
  • It stopped working (at..)

As part of the Incident Management, we require from our Customers the following information:

  • What happened?
  • What is the error message (ideally attaching a screenshot)?
  • When did it happen?
  • What actions have been taken?
  • What is the business impact?

Squiz reserves the right to change the ticket type to "Service Request" should it be clear that the reported issue by the customer is not an unplanned interruption to a service and the error is a result of misconfiguration of the system.

Incident Priority

When the Customer reports an Incident to Squiz's Help Desk, Squiz and the Customer will determine jointly the degree to which the Incident affects the operation of the System ("Severity") in accordance with the following table:

Priority

Definition

Description

1

Critical

A fault preventing the operation of the System. No workaround is available.

2

High

A fault preventing the operation of a complete component of the System that renders the component unusable.

3

Moderate

A fault preventing the operation of some Software functionality.

4

Low

A fault with some impact to a function.

5

Cosmetic

A fault with no impact on the function.

Incident Impact

When the Customer reports an Incident to Squiz's Help Desk, Squiz and the Customer will determine jointly the degree to which the Incident affects the business and its impact on daily operations ("Impact") in accordance with the following table:

Urgency

Priority

Description

Urgent

P1

Impact of the Incident is critical to core business operations and no Compromise Strategy or manual workaround available.

Very High

P2

Impact of the Incident is considered critical to the business and Compromise Strategy is available.

High

P3

Impact of the Incident is considered moderate to the business and Compromise Strategy is available.

Medium

P4

Impact of the Incident is considered low to the business. A manual workaround is available.

Low

P5

Impact of the Incident is considered minimal to the business

Response Times

Incident Priority

Response Time

Target Resolution Time

P1

30 minutes

1 hour

P2

1 hour

3 hours

P3

3 hours

1 Working Day

P4

1 Normal Working Day

1 week

P5

3 Normal Working Days

1 month

  1. Guaranteed Minimum Response time is defined as the period of time for the on-call administrator to receive communication regarding the problem and independently begin diagnosis.
  2. Target Resolution Time is defined as the time it takes to either resolve or reduce the severity of any incident by one priority level.

Should Squiz breach any of the response time guarantees given above, you are entitled to one Service Credit (i.e. credit to the value of 1 hour of Support Service) per breach.