SLA
Resolution SLA varies from company to company
Example
P1 - 4 hrs
P2 - 8 hrs
P3 - 12 hrs
P4 - 24 hrs
If we breach SLA then client will do heavy penalty on the company.
The Major Incident Management (MIM) Lifecycle
The Major Incident Management (MIM) Lifecycle involves a structured process to efficiently handle high-priority incidents with minimal disruption to business operations. Here's an overview of the key stages: 1. Identification and Classification Objective: Detect and classify the incident as "Major." Steps: Detect the incident through monitoring tools, user reports, or automated alerts. Validate the incident to confirm its authenticity and scope. Classify the incident as a Major Incident based on impact, urgency, and severity. Document initial incident details (affected services, impacted users, potential risks). Notify stakeholders about the incident and its classification. 2. Notification and Escalation Objective: Quickly inform relevant stakeholders and mobilize the Major Incident Response Team (MIRT). Steps: Trigger automated notifications to the Major Incident Manager, MIRT, and other relevant teams. Initiate a predefined escalation process. Assign a Major Inciden...
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