Incident Management

Incident Severity 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:

Severity Number Severity Name Description
1 Critical A fault preventing the operation of the System. No work around available.
2 High A fault preventing the operation of a complete component of the System that renders the component un-useable.
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 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 business and its impact on daily operations ("Impact") in accordance with the following table:

Impact Number Impact Name Description
1 Urgent Impact of the Incident is critical to core business operations and no Compromise Strategy or manual work-around available.
2 Very High Impact of the Incident is considered critical to the business and Compromise Strategy is available.
3 High Impact of the Incident is considered moderate to the business and Compromise Strategy is available.
4 Medium Impact of the Incident is considered low to the business. Manual work-around available.
5 Low Impact of the Incident is considered minimal to the business

Priority Rating

The priority of an incident is then determined by the severity and impact assigned to an incident as follows:

Impact
1 2 3 4 5
Severity 1 P1 P2 P3 P4 P4
2 P2 P3 P4 P4 P4
3 P3 P4 P4 P4 P5
4 P4 P4 P4 P5 P5
5 P4 P4 P5 P5 P5

Incident Escalation

Squiz's Incident Escalation Procedure is as follows:

Internal Support Level Title Description Escalation Trigger
Tier 1 Help Desk As the Customer's initial point of support, will assign a level to the Support Request or Incident Report and attempt to diagnose and resolve the Incident. Help Desk reasonably believes they are unable to resolve Incident.
Tier 2 A technical specialist nominated by Account Manager The Account Manager will assign the Incident to a technical specialist whom has the skills to resolve the Incident. The technical specialist reasonably believes they are unable to resolve Incident.
Tier 3 Account Manager The Account Manager will reassess and take steps to resolve the Incident. The Account Manager will personally monitor the Incident to resolution.

Version: 130809

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