--draft – 

Define what is incident ? 

• If SUNET NOC detects incident based on monitoring 
  • Opens incident in the status.io, and maintains it on a change or once a day ? 
  • Tries to resolve incident, if not escalates to engineering 
  • If engineering takes over, then engineering updates the status.io 
  • If engineering can not resolver, escalates to L3 support
  • if there is significant deterrence to service quality, service ops manager informs ??? SA programme manager or who ?