--draft –
Define what is incident ?
- If SUNET NOC detects incident based on monitoring
- Opens incident in the status.io, and maintains it on a change or once a day ?
- Tries to resolve incident, if not escalates to engineering
- If engineering takes over, then engineering updates the status.io
- If engineering can not resolver, escalates to L3 support
- if there is significant deterrence to service quality, service ops manager informs ??? SA programme manager or who ?