Incidents
Use the urgent service or site escalation route supplied during onboarding and in your applicable service instructions. The public contact form and office visitor directions are not incident-response channels. For immediate safety risks, follow posted site emergency procedures. If you cannot locate service instructions, ask your authorized administrator for the approved route; do not assume a public form is monitored for urgent work.
What to include
- The affected service, location, and equipment
- When it started, and what you observed
- The business impact
- A contact who can answer questions during the incident
Confirmed versus preliminary facts
Early updates often contain preliminary findings. Updates should say which facts are confirmed and which are still being investigated. Avoid acting on preliminary information as if it were final.
Communication, closure, and follow-up
The incident owner sends updates until the service is restored. Closure records the cause where known, and any follow-up actions with owners.