Major Incident Policy

A P1 is a major incident that impacts more than one user group such that service is interrupted or there is imminent threat of interruption. Major incidents are worked continuously until resolution. A P1 incident coordinator will run a conference call in which engaged resolvers are required to participate.

When a P1 is identified, immediately call the IT Help Center (617-353-4357) to begin the Major Incident process. If it is after hours, leave an emergency message by choosing option 4 to have an on-call Incident Coordinator paged.

P1 Coordinator responsibilities:

• Running the conference call
• Keeping the incident record up to date
• Communicating with the affected user communities
• Communicating with management
• Engaging internal and external escalation points as needed

Resolvers and Participants on the call are required to:

• Be on the call ready to work within 15 minutes of being paged to the call
• Keep the participants updated on the work you are doing
• Keep your phone on mute unless speaking
• Stay on the phone while working – don’t hang up and then call back in without permission of the P1 Coordinator
• Remember that the only goal is to restore service – do not collect diagnostic information if it will interfere with resolution time
• Do not make any changes or reboot a server without informing the P1 coordinator
• Update the ticket with as much information as possible while you are working

P1 Process Flow Chart:

(Click on the chart to zoom in on it.)