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Incident Management

How we classify, handle and escalate incidents

Reporting incidents

Customers report incidents via the Helpdesk. Every report is recorded in the ticketing system, regardless of the channel, and you receive a ticket number. We also monitor our services around the clock. An alert from monitoring automatically creates an incident ticket.

Incident priorities

Priority Name Description
1 High Complete system outage or an incident that makes it impossible to use the service
2 Medium A restriction that affects use but does not make it impossible
3 Low Changes or requests with no immediate impact on use

We classify the incident based on your information and our diagnosis. If new findings emerge, we adjust the priority. If you disagree, you can request a reassessment. The response times per priority depend on the Helpdesk package.

Process and escalation levels

  1. Incident intake: First-level support receives the report, classifies it and forwards it to the responsible team.
  2. Problem resolution: Specialists analyse and resolve the incident. If needed, they contact your IT contact person directly.
  3. Involving third parties: If the problem cannot be solved internally, we involve the manufacturer or a specialised third party. We remain your point of contact and handle the communication.
  4. Escalation to the Executive Board: For serious or repeated incidents, our internal managers escalate to the Executive Board.

We document every escalation in the ticket with the level, the time and the measures taken.

Point of contact

Your point of contact for all incidents is the Netstream Helpdesk.

Information and follow-up

We provide information about ongoing incidents at status.netstream.ch. After incidents, we publish a post-mortem report. We evaluate all incidents internally in order to eliminate causes and resolve similar cases faster in future.