An incident management process is a set of procedures and actions taken to respond to and resolve critical issues. Only such issues that satisfy all 3 conditions below are qualified as Incidents:
impact the normal operation of the platformcritical service
noticeable by external or internal users of Knoema
significantly negatively impact the user experience
...
Data OASIS - Niyaz Batyrov (Unlicensed)
Enterprise Core and Data Hub - Alexey Matyukhin (Unlicensed)
Expert Tools - Alexey Filippov Vitaly Popov (Unlicensed)
Incident SLAs
Severity | General description of severity | Status update frequency | |||
---|---|---|---|---|---|
1 Whole Platform - Critical |
| Every 30 min | 2 |
| Every hour |
2 - High |
| Every 2 hours | |||
3 - Medium |
| Twice a day | |||
4 - Low |
| Daily | 5 |
| Daily |
NOTE: Status update frequency is for business days and working time
Severity Matrix explained
...