Incident Management Process

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 help@intersect.org.au. 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.

3) Confirmation

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.

4) Triage

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:

  1. High
  2. Medium
  3. Low

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:

  1. High
  2. Medium
  3. Low

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.

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 Impact/Urgency

Low

Medium

High

Low
Low
Low
Standard
Medium
Low
Standard
High
High
Standard
High
Critical

5) Incident Assignment

Once the Incident has been triaged, Intersect will assign it to a support engineer according to the Response Time table below.

Response Time means the amount of time between the reporting of an Incident by a customer and Intersect assigning the Incident to a support engineer. The customer will be notified of the assignment via email and such email will be deemed to have been delivered within ten (10) minutes of the assignment.

a) Target Incident Response Times

Swipe or scroll to view full table

Priority

Response Time (Business Hours)

1 - Critical
2
2 - High
8
3 - Standard
16
4 - Low
40

b) Initial Response

The support engineer will provide you with an initial response:

  1. Confirm with customer that Intersect understands the problem and can reproduce it.
  2. 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.
  3. 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

c) Progress reporting

Intersect will provide regular updates to the customer as required. If the incident is widespread, Intersect will provide updates via Twitter to @IntersectOps on a regular basis.

6) Incident Resolution and Closure

Once the incident is rectified, Intersect will mark it as Resolved in Help.intersect.org.au and will notify the customer that it believes it is resolved. The customer will then have two business days to respond if the incident is not resolved to its satisfaction, otherwise it will be closed automatically.

a) Resolution Due to Lack of Response 

If Intersect asks for further information from the customer or the user to help it to resolve an incident and it receives no response within five (5) business days of making the request, Intersect is entitled to mark the incident as Resolved. We will decide whether to do this on a case by case basis based on customer circumstances and likelihood there is an underlying issue with the service.

b) Reopening an Incident

The customer may reopen an Incident by sending an email to help@intersect.org.au. The customer must mention the Incident ID in the email Subject. Reopened incidents will be triaged and the incident management process will be recommenced.

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