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--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 ?  
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