9.2.2 Operations & Support — Support — Incident Handling — Reporting and Resolution
Incident Handling defines the process for managing unplanned disruptions that impact availability, security, or data integrity. The process emphasizes rapid detection, controlled response, and clear communication throughout the incident lifecycle.
Incident Definition
An incident is any event that degrades or threatens normal system operation.
Incident categories:
Service availability issues
Data integrity or loss events
Security incidents
Performance degradation
Events outside these categories may be handled as standard support requests.
Reporting Incidents
Incidents may be reported automatically or manually.
Reporting sources:
Automated monitoring alerts
User or administrator reports
External partner notifications
All incident reports are logged and timestamped.
Classification and Severity
Incidents are classified by severity to guide response priority.
Severity levels:
Critical
High
Medium
Low
Severity considers impact, scope, and urgency.
Response and Containment
Once classified, incidents are assigned to responders and containment actions begin.
Response actions:
Traffic isolation
Feature degradation or disablement
Temporary safeguards
Actions prioritize data safety and service stability.
Investigation and Resolution
Root cause analysis is performed in parallel with mitigation.
Resolution steps:
Identify root cause
Apply corrective fix
Validate system recovery
Resolution actions are documented.
Communication and Updates
Stakeholders are kept informed during incident handling.
Communication practices:
Initial incident acknowledgement
Periodic status updates
Resolution confirmation
Communication scope respects tenant isolation.
Post-Incident Review
Significant incidents undergo post-incident review.
Review outcomes:
Root cause documentation
Preventive actions
Process improvements
Reviews are tracked and auditable.
Security and Isolation
Incident handling operates within tenant boundaries. Data exposure is minimized, and all actions are logged for audit and compliance purposes.