An Incident is any unplanned degradation or complete outage of a Service Offering.

• Drive toward restoration of service as quickly as possible through all the support tiers
• Advocate the customer throughout the process to ensure the highest level of customer satisfaction
• Capture accurate and relevant information

• Striving to engage the right people at the right time to restore services as quickly as possible
• Owning and proactively managing incidents end to end so that we can achieve negotiated service levels
• Driving incidents based on business priority
• Keeping all stakeholders informed
• Ensure accurate and relevant information
• Maximize the all potential sources information that can help detect incidents
• Seek out resources and tools to enable the fastest restoration of service
• Continually improve our response to incidents