As your trusted Managed Service Provider, ensuring your business operates smoothly with minimal disruption is our top priority.

In light of the CrowdStrike outage in July 2024, which caused global service interruptions across multiple sectors, we have undertaken a thorough review of our incident management protocols. Given the unprecedented scale of this outage, we saw an opportunity to further refine and enhance our process.

While our response to this outage was well-received and our customers expressed appreciation for the rapid and effective support they received from our team , we want to ensure that our process remains at the forefront of industry standards.

Here is how we have improved our response times and communication to better serve you in the event of a critical incident:

1. Identification and Logging

When a potential major incident is identified, it is logged in our system and immediately escalated to our incident management team for review and classification. This ensures a swift and structured approach to managing critical outages.

2. Incident Categorisation and Prioritisation

Once an incident is confirmed as critical, we assign it the highest priority to ensure immediate action. We assess whether it is impacting multiple customers or a single organisation, and take the necessary steps to mitigate further disruption.

3. Impact Assessment

For incidents affecting multiple customers or those causing severe disruptions, we assemble a dedicated response team, allocating all necessary resources to resolve the issue as quickly as possible. Our team assesses the full scope of the impact and ensures all stakeholders are aligned on the action plan.

4. Communication and Updates

Clear and timely communication is critical during major incidents. We provide regular updates to all affected customers, keeping them informed of the status and next steps throughout the resolution process. For large-scale incidents, we centralise our communications to ensure consistency and transparency.

5. Incident Investigation and Resolution

Our technical team works to diagnose and resolve the root cause of the incident as fast as possible. We provide continuous updates as we progress towards resolution, ensuring you are aware of any developments or changes in the estimated recovery time.

6. Post-Incident Review and Continuous Improvement

Once the incident is resolved, we conduct a thorough post-incident review. This review allows us to evaluate the effectiveness of our response and identify any areas for improvement. We then implement changes to prevent similar issues from occurring in the future, ensuring that our incident management process remains agile and effective.

Why This Process Matters

In the wake of the CrowdStrike outage, which caused significant operational disruptions across the globe, we have made it our mission to refine and enhance our major incident management capabilities. This updated process is designed to:

• Minimise downtime for your business during critical outages.
• Ensure clear and consistent communication throughout the resolution process.
• Continuously improve our incident management to adapt to evolving challenges.

We are confident that these improvements will lead to faster response times and a smoother experience during any future critical incidents. If you have any questions or would like more information on our updated process, please don’t hesitate to contact our support team.