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Incident Classification
To ensure appropriate and prioritized incident handling, Transatel classifies incidents based on two criteria: severity and impact.
This classification determines the level of urgency and the resources required for resolution.
Severity
Severity defines the priority level for incident handling.
- Blocking: completely prevents service usage
- Major: significantly impacts the service without fully blocking it
- Minor: limited impact with minimal consequences on usage
Impact
Impact refers to the number of users affected by the incident.
- Single-user: the incident affects one user only
- Global: the incident affects multiple users simultaneously
An incident is considered global when at least 5 distinct users are impacted within a one-hour period.
Conditions to qualify an incident as global
For an incident to be treated as global, the following information must be provided:
- 5 different impacted MSISDNs
- 5 corresponding timestamps (one per user)
If this information is not provided, the incident may be reclassified as a single-user incident.
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