The following describes Intersect’s incident management process:
1) Raising an Incident
A customer can report an incident at Help.intersect.org.au or by sending an email to email@example.com. Intersect can also raise a incident on the customer’s behalf if it notices something is wrong with the service.
2) Minimum required information
The customer must supply the following minimum information to enable Intersect to process the Incident:
- The Intersect Product and/or Service to which the incident applies and the related Plan.
- Product details specific to the service. For Space, this is the Space Product ID. For Time, this is the Nectar project and virtual machine instance hostname and IP address.
- The name, organisation and email address (specific to the service).
- The name, organisation and email address of the User, if different to the customer.
- Information to assess Impact, Urgency and Priority.
- Steps to reproduce the incident.
- Any further information requested by Intersect.
In relation to Space and Time, if the Plan is a Wholesale Plan and the local IT department provides technical support to the User who has raised a support item within your organisation’s incident management system, you may wish to communicate the ticket Id to us so that you can easily cross-reference it in the future.
Help.intersect.org.au will automatically send the customer an initial email confirming receipt of an Incident, including an Incident ID. The Incident ID should be used in all subsequent communication with Intersect regarding this Incident.
Once Intersect has received the incident, it will triage it as follows:
a) Assess Impact
The impact is the extent to which an incident affects customers or users.
Contractor will assess and assign the incident an Impact level.
Impact levels are:
Factors taken into account when assigning an Impact level include:
- Number of Affected Customers or Users.
- Reputational damage for either the Customer or Intersect.
- Lost revenue or increased costs being incurred as a result of the incident.
Intersect may upgrade or downgrade the impact level of the incident as investigation into the incident unfolds.
b) Assess Urgency
The Urgency dictates the level of response required to address and minimise the Impact. Urgency is an assessment of how quickly the service needs to be restored.
Intersect will assess and assign the incident an Urgency level.
Urgency levels are:
Factors taken into account when assigning an Urgency level include:
- Whether the service is down.
- Extent to which service functions remain operational.
- Extent to which users can continue to progress their work.
- Whether a workaround exists.
- Performance of the system.
Intersect may upgrade or downgrade the Urgency level of the incident as investigation into the incident unfolds.
c) Calculate Priority
Four priority levels are used to determine incident response, namely: Low, Standard, High, Critical. Priority is calculated heuristically as follows.