TripStax Incident Management Process

Introduction

This document outlines the TripStax Incident Management process put in place to resolve incidents within agreed SLA timeframes.

This process covers events that cause disruption to or a reduction in the quality of our services, which requires TripStax to restore services as quickly as possible.

Severity levels for the Incident Management process are defined as follows:

Severity Level	Definition
Critical	An Error that causes complete or significant loss of essential functionality of the Services.
High	An Error that causes significant loss of functionality of the Services, but where essential functionality is still available (which may be through a temporary solution or workaround).
Medium	Any Error other than a Critical or High Severity Level.
Low	Any Error which is inconvenient but there are clear workarounds or alternatives.

The Incident Management process only covers Critical and High severity level incidents.

Incident Management Flow

Incident Management Process

Step	Comments
Outage reported	Outage detected by TripStax 24/7 Team or reported by the customer via the Support Portal.
Severity assessed	TripStax Support Team assess outage severity and assign severity level.
Investigation in progress	TripStax Support Team investigates the issue.
Initial Communication	TripStax Support Team sends initial communication to customers to alert them of the issue.
Follow-up Communication	TripStax Support Team sends follow-up communication(s) to customers, if/as required.
Resolution Communication	TripStax Support Team sends communication to customers to advise of resolution.
Incident Report	If further explanation is required, the TripStax Support Team will send an incident report to customers within 3 days from the resolution of the outage.
Post-Mortem	If further explanation is required, TripStax Support Team will issue a post-mortem to customers after outage resolution. Timeframe may be dependent on updates from 3^rd parties.