Incident management - Event
Major incident
A serious service failure with enough impact to require an urgent, coordinated response
What's it for?
Triggers a faster, more coordinated response when an outage is serious enough to affect many people or critical work.
For example…
When the customer website is down nationally, a major incident bridge opens with ops, vendors and communications on the call.
The main customer portal is unavailable for every user, so the outage is declared a major incident with a dedicated response team and frequent updates
Think of it like…
Declaring a major incident on the roads: extra resources and a clear command structure, not business as usual