A. Outline and Purpose of the Emergency Response Plan
The purpose of this procedure is to provide a clear process to be used by the Support and Operations Teams to identify and resolve incidents impacting the service effectively, minimise the business impact and reduce the risk of similar incidents occurring. This procedure also includes the communication checkpoints that are necessary for keeping our customers informed and up to date on any service interruptions or outages.
B. Overview of the steps from the outage until the resolution and report
C. Actions and communication required
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Step 1 Send out urgent alerts to Management, Development, Support and Marketing teams using the necessary Teams, Slack, Viva Engage and Crisis Go applications. |
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Step 2 Initiate a meeting in the pre-existing Emergency meeting channel, invite and add the necessary members from Management, Development, Support and Marketing teams. Immediately assign the following tasks:
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Step 3 Once the outage is completely resolved, the Support Team need to perform the necessary tests in all regions to confirm such resolution has taken place. |
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Step 4 The Development team will draft a report with the Root Cause Analysis, the resolution and the time frames of the outage. The Support Team Manager will review and forward to upper Management for final review before sending to our customers. |
D. Service Level Agreements
The Emergency Response Plan runs in accord with the Service Level Agreements that are stipulated and provided in our support agreement documents for Customers as shown in the table below.
Security incidents (unavailability of service due to DOS/DDOS attack, suspected/actual data compromise) are included in the 1 - Critical severity level.
If the Outage is as a result of our Partners systems, then we immediately report the issue and raise a ticket with our Partners as a High priority. We then subscribe to the raised issue and continue to monitor the below status websites as well as keep in regular contact with their support teams.
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https://status.liveassistfor365.com |