Major Incidents / Service Interruptions

We define a Major Incident as an incident where the impact on the user community is significant or where there is a risk of the impact escalating rapidly. This could be where one of the Egton products is unavailable or where that product is running very slowly.

Whenever you log a fault with our support teams, it is assigned a priority from 1 to 5, with 1 being the highest and 5 being the lowest. Any incident with a priority of 2 or higher affecting a certain number of users will automatically trigger the Major Incident process. We’ll also start the process when a large number of users are affected by the same fault, regardless of what severity it may be.

If we do have an unplanned outage, we aim to keep your data safe and secure and get things back up and running as soon as possible.

 

When the major incident process is triggered a conference call is convened with the following personnel:

  • A Major Incident manager, whose job it is to ensure that service is restored as soon as possible and to co-ordinate actions (this is usually a senior department head).
  • Engineers with a range of different skills and knowledge around databases, storage & virtualisation to investigate any technical issues.
  • Support analysts to provide information on the impact the incident is having for users, and to ensure the users are kept up to date with the progress on resolving the incident.

As such, there can be upwards of 20 people on these conferences, all working together to ensure that we get things back to normal for users as soon as possible. We know the impact that Major Incidents have on you and our process is designed to resolve them quickly and permanently.

In either event, we want to communicate with clarity and transparency so you’re never left in the dark if things aren’t running as expected. We want you to know where to find this information and how to subscribe to updates so you can be among the first to know so we post updates to our status page here: https://status.egton.net.

Here you can see if we have an ongoing major incident and details on uptime and past incidents. You can also proactively subscribe to get incident updates sent to you directly when we post them.

We recommend you do this now so you don’t have to remember to visit that URL if you think there’s an incident, you’ll get the notice the minute we post it.

Another note: we use a third-party provider for our status page. Even if we have a major outage across our systems, we’ll be able to communicate and send updates through this page.

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