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Incidents are identified through user feedback, solution analyses, or manual identification. Once identified, the incident is logged and investigation and categorization can begin. This is important to determining how incidents should be handled and for prioritizing response resources.
Once incident tasks are assigned, staff can then begin investigating the type, cause, and possible solutions for an incident. After an incident is diagnosed, we can determine the appropriate remediation steps. This includes notifying any relevant staff, customers about the incident and any expected disruption of services and charges.
This step involves eliminating threats or root causes of issues and restoring systems to full functionality. Depending on incident type or severity, this may require multiple stages to ensure that incidents don’t reoccur. For e.g., you need to create a clean copy of your infected systems files, isolate the infected components, and fully replace systems to ensure that the infection doesn’t spread.