Report an interruption or serious operating issue

Describe the impact first

Tell the responsible support team what the business cannot do, which environment is affected and when the problem started. An incident may involve the application, a provider, an access change or a failed handoff; the initial report should distinguish observations from assumptions.

1. Name the affected customer or team workflow through the agreed private channel.
2. State whether all users, some users or one example appears affected.
3. Record the first observed time, recent successful result and any immediate business deadline.

• Do not repeat payments or other consequential actions when the first result is uncertain.
• Do not change several systems at once to test a theory without the responsible owner’s decision.

Keep evidence and actions together

Provide a redacted example and record what has already been attempted. If a provider is involved, include its visible status or error without exposing credentials. Use the agreed escalation and coverage arrangements for the engagement.

• Expected behavior and the current visible result.
• The environment, relevant time zone and safe record reference.
• Any confirmed workaround and its limits.

Confirm recovery

Recovery should be checked against the affected business task and source evidence, rather than only a page loading again. The responsible team should identify any remaining reconciliation or follow-up work.

• A successful example of the affected task.
• Any records or actions needing review.
• The owner and next step for unresolved effects.