UDB SD – Network Incident Playbook
Document Information
Playbook NameUDB SD – Network Incident Playbook
Process OwnerService Desk Manager
Version1.0
Date of Playbook Update—
Last Reviewed—
1
Purpose
This playbook establishes the standard procedure for handling network-related incidents within Union Digital Bank (UDB) to ensure timely restoration of services, proper escalation management, and compliance with agreed Service Level Agreements (SLAs).
2
Scope
This applies to all network incidents affecting UDB systems, applications, branches, vendors, Internet, and ISP-related services.
3
Incident Definition – Network Issue
A Network Incident refers to any unplanned interruption or degradation of network services impacting user access to banking systems, inter-branch connectivity, or internet services.
4
Severity Classification
P1
Critical
Bank-wide outage
Bank-wide outage
P2
High
Multiple users or branch affected
Multiple users or branch affected
P3
Medium
Single user impact
Single user impact
P4
Low
Minimal or intermittent impact
Minimal or intermittent impact
5
Roles and Responsibilities
L1
Service Desk
- Ticket logging
- Initial troubleshooting
- Escalation
- Communication
L2
Network Operations
- Root cause analysis
- Resolution
- Vendor coordination
L3
Vendor / ISP
- External network issue
- Resolution
- ETA provision
6
Process Flow
1Log incident in Jira
→
2Perform initial diagnosis
→
3Escalate unresolved issues to Network Operations
→
4Network investigation and resolution
→
5Service restoration and validation
→
6Ticket closure and documentation
7
SLA Targets
| Priority | Response Time | Resolution Time |
|---|---|---|
| P1 – Critical | 15 minutes | 2 hours |
| P2 – High | 30 minutes | 4 hours |
| P3 – Medium | 1 hour | 8 hours |
| P4 – Low | 4 hours | As scheduled |
8
Communication and Updates
- All updates must be provided through Jira.
- Acknowledgment – Confirm receipt
- P1 and P2 incidents require stakeholder notification and periodic updates every 30–60 minutes.
- Investigation – Provide updates
- Escalation – Notify stakeholders
- Resolution – Confirm fix
- Closure – Final report
9
Documentation and Reporting
All incidents must include root cause, resolution steps, downtime duration, and preventive actions. Data is used for audit, reporting, and service improvement.
11
Key Metrics
📊 SLA Compliance
⏱ Mean Time to Resolution (MTTR)
🔄 Recurring Incident Rate
⭐ Customer Satisfaction
Log New Incident
Incident Records
| Ticket # | Date | Title | Priority | Status | Category | Type | Affected Users | Branch | Reporter | SLA Breached | Actions |
|---|