Version 01/06/2024
The Incident Management Schedule defines how incidents should be raised, triaged, communicated and resolved across Node4 services. It outlines the responsibilities of clients before raising a ticket, the contact methods available, and the process Node4 follows when identifying or responding to incidents.
The document also explains priority levels, support hours, escalation paths, resolution targets and the circumstances under which incident reports are produced. It provides a clear operational framework for managing service interruptions effectively.
