UDB SD – Network Incident Playbook
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).
This applies to all network incidents affecting UDB systems, applications, branches, vendors, Internet, and ISP-related services.
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.
Bank-wide outage
Multiple users or branch affected
Single user impact
Minimal or intermittent impact
- Ticket logging
- Initial troubleshooting
- Escalation
- Communication
- Root cause analysis
- Resolution
- Vendor coordination
- External network issue
- Resolution
- ETA provision
| 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 |
- 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
All incidents must include root cause, resolution steps, downtime duration, and preventive actions. Data is used for audit, reporting, and service improvement.
Each network incident must be logged with the following information. Use the Log Incident tab to capture all required fields.
| Field | Description | Required |
|---|---|---|
| Incident Title | Brief description of the incident | Yes |
| Ticket Number | Jira or system-generated ticket reference | No |
| Date | Date the incident was reported | Yes |
| Category | Incident / Service Request / Problem / Change | Yes |
| Type | Network / Application / Hardware / Software / ISP / Other | No |
| Priority | P1 Critical / P2 High / P3 Medium / P4 Low | Yes |
| Status | Open / In Progress / Escalated / Resolved / Closed | No |
| Affected Users | Number of users impacted | No |
| Branch / Location | Affected branch or office location | No |
| Reporter / Logged By | Name of the person who reported the incident | No |
| Assigned To | Assignee name or team handling the incident | No |
| Downtime Duration | Total duration of service disruption | No |
| SLA Breached | Whether the incident exceeded SLA targets | No |
| Root Cause | Identified root cause of the incident | No |
| Resolution | Steps taken to resolve the incident | No |
| Preventive Action | Actions to prevent recurrence | No |
| Communication / Updates | Stakeholder notifications and update log | No |
Log New Incident
Incident Records
| Ticket # | Date | Title | Priority | Status | Category | Type | Affected Users | Branch | Reporter | SLA Breached | Actions |
|---|