The following describes the general incident management process.
Step 1: Raising an Incident
Minimum required information
To help us to resolve the incident as quickly as possible please supply the following minimum information (where known) when you raise an incident :
- The Intersect Product and/or Service to which the incident applies and the related Plan.
- Product details. For Space, this is the Space Product ID. For Time, this is the OpenStack project ID (How do I find out my OpenStack Project ID?) and virtual machine instance hostname and IP address.
- Your name, organisation (institution, school, faculty or research centre) and email address.
- The name, organisation and email address of the User, if different to you.
- An overview of the issue.
- Steps to reproduce the incident.
- Information to assess Impact, Urgency and Priority (how much is this issue impacting you and/or your research group/your institution as a whole).
- Any further information requested by us, for example “I recall another researcher had this issue last year”.
Step 2: Confirmation
Help.intersect.org.au will automatically send you an initial email confirming receipt of an Incident, including an Incident ID (INC-12345). The Incident ID should be used in all subsequent communication with us regarding this Incident.
Assign Priority (Low, Standard, High, Critical)
We will assign a priority to your incident based on your business needs
Step 3: Make an Initial Response
Once the incident has been prioritised, we will assign the incident to a support engineer and this person will make an initial response to you according to the following table:
Target Incident Response Times
|Priority||Response Time (Business Hours)|
|1 - Critical||2|
|2 - High||8|
|3 - Medium||16|
|4 - Low||40|
The initial response will include the following;
- Confirm with you that we understand the problem and can reproduce it.
- If the solution is immediately obvious, then a plan will be created outlining how the incident can be resolved, including what needs to be done to rectify it.
- If the solution is not immediately obvious, an estimate of the time needed to investigate will be given.
The Intersect support engineer will then work on rectifying the incident.
Progress reports/updates will be provided regularly on the basis of the incident priority.
If the incident is widespread, we will provide updates via Twitter to @IntersectOps on a regular basis.
Step 4: Incident Resolution and Closure
Once the incident is rectified, we will mark is as Resolved in Help.intersect.org.au and we will notify you that we believe it is resolved. You will then have two business days to respond if the incident is not resolved to your satisfaction, otherwise it will be Closed automatically.
Resolution Due to Lack of Response
If we ask for further information from you or the user to help us to resolve an incident and we receive no response within five business days of making the request, the incident will be marked as Resolved – no longer relevant.
Reopening an Incident
You can reopen a request by responding to the email notification advising you that the request is resolved or you can send an email to firstname.lastname@example.org mentioning the Incident ID in the Subject. Reopened incidents will be triaged and the incident management process will be recommenced.