Linney MI (Major Incident) Process Guide V2

1.1: - MI Process Triggers

1. The lesser of; 15 affected sites or 15% of an estate via internal monitoring or client contact.
2. Internal team escalate issue affecting marketing campaigns and system function (front and back end).

1.2: - Escalation of potential MI

When a team, group or manager is aware of a potential MI they should do the following:-

1. Notify the MIM (Major Incident Manager) as soon as possible via teams. Please raise with the MIM directly, or use the launch day channels that are created before each campaign.  
   If no response on teams within 15 minutes, please escalate via phone. If still no response, escalate to Head of ITSO.
   
   

1. Capture as much relevant information as possible about the issue.
   - Store number and if possible, how many stores reported so far?
   - Device(s) affected and detail of the issue
   - Actions taken and any potential issues recognised in device information in Management 3
   - Have you been able to resolve and any steps taken?
   - Approximate time since first issue was raised
   
   or
   
   - System affected
   - What is the issue you are experiencing (error message, incorrect data displaying) and do you have any images of the issue?
   - When did you first notice the issue?
   
   
2. MIM to raise a ticket to start capturing all the necessary data. The person raising the issue (excluding client) needs to be available to provide the required assistance to the MIM as part of on-going MI management. This may require attendance to a MIM call or Teams chat.
   NOTE: Any customer facing tickets should not be set to a Major Incident setting until it has been agreed with the MIM.
   
   
3. MIM to initiate a bridge call with all key stakeholders immediately, so the route cause, severity and impact of the incident can be identified. Once identified, all irrelevant stakeholders can leave the bridge.
   NOTE: Key stakeholders will be identified dependent on the issue and client.
   
   
4. MIM to send initial comms out to all key stakeholders, confirming there is an MI and that they are the incident manager. An update will be sent every hour or until the issue is completely resolved.
   
   
5. Once the incident is resolved, external communications will need to be agreed by the stakeholder group and sent to stores and/or client.
   
   
6. Once resolved, the MIM will arrange a Post Incident Review (PIR) either the same day or morning after to go through the full incident summary. Attendance from all key stakeholders is essential to review the root cause/service improvement processes.

Resolver Groups and Emergency Contacts

• SSC
• IT Support Team
• Scheduling & Content
• Account & Project Managers
• NetOps

Contacts