Incident Management
- David Chmielewski
- Kristafanie Somers
Overview
Quavo's incident management team responds to issues that affect the QFD cloud through proactive, reactive, and continuously improving processes. The Incident Response team’s goals for incident management are as follows:
Achieving a 99.9+% uptime SLA
Ongoing reduction of incidents over time
Continuous improvement in response and resolution to incidents resulting in systems that are not simply up, but of high quality and value to their users
Incident Management
Quavo's incident management team provides the following capabilities to meet these goals:
An always up, real-time support portal that provides users the ability to report incidents at all times and for any reason
A highly distributed support team able to respond to incidents at any time and from any location
Paging systems that push incidents to on-call technicians immediately
A tiered response team that provides quick resolution to simple problems and deep expertise for more complex ones
Supporting structures of vendor partnerships for platform and infrastructure issues
Well-defined incident classification and SLA response based on ticket severity
Correlation procedures for events that affect multiple clients at once