Any interruption to the normal functioning of a service or system is considered an incident.

  • Incident severity handling:
    • Inbound incidents will be handled based on the assigned severity rating. Incidents with the highest severity will be addressed first.
    • In-process incidents, regardless of assigned Severity, will continue to be worked on and the next problem to be actioned will be the next queued Severity 1 incident on a first-come first-served basis.
    • Any incident categorized as a Severity 1 or Severity 2 should be reported to Progress via phone.