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.