December 18 2020, 8:49am

Hi All,

Please find the SEV1 Process:

Definition:

•Emergency issues are raised as incidents by local IT only when the production environment is down (partially or completely) impacting any function from performing their work.

Process:

•On creation of the ticket the IT production support team are immediately notified.
•Production support team opens a bridge on MS teams.
•Ticket originator, relevant business SME, regional IT leads, technical and functional IT support contacted as a priority to join – by phone if necessary.
•Priority 1/Urgent Vendor support tickets opened providing business impact if required.
•24x7 support provided.
•Solution implemented based on optimal production stability and cycle time.
•Approvals required will be requested verbally/electronic with supporting documentation.
•RCCA details will be documented, stored and communicated within 24 hours of ticket closure, corrective actions implemented within 1 week.

Communication:

•Statuscast communication initiated detailing issue, impact and ETC.
•2 hourly updates communicated until issue resolved.
•Ticket originator will be contacted directly and via status cast. 

Thanks,
AZ IT.
 

December 18 2020, 8:49am

Resolved