...
5 Steps of Incident Management
Roles
...
Incident Manager: Konstantin Trukhin (Unlicensed)
...
Incident Team: Konstantin Trukhin (Unlicensed)
Data OASIS - Niyaz Batyrov (Unlicensed)
Enterprise Core and Data Hub - Alexey Matyukhin (Unlicensed)
...
Expert Tools - Alexey Filippov (Unlicensed)
Incident SLAs
...
Severity | General description of severity | Status update frequency |
|---|---|---|
1 | Whole Platform or its critical components are not responding and users are cannot complete routine tasks | Every 30 min |
2 | Platform response is heavily delayed (load time increased 200%) and users cannot normally complete most typical tasks | Every hour |
3 | Either a high value customer reported the issue as critical or the issue impacts some very common capability of the platform and is noticeable by many customers | Twice a day |
4 | Certain non-critical components of the platform are not functioning normally but the issue was reported by some customers already | Daily |
5 | The issue has not been reported by users and doesn’t impact any important components or performance of the platform | Daily |
...