Priority 1 Incidents (P1) are used to restore or fix an incident immediately or situations where impact to a service is imminent if action action not taken , for example :
Examples of P1 Problem logs :
All 24/7 Services
a. POS Terminals
Not processing transactions
b. ATMs
50% or more not processing transactions
c. Branches
50% or more not able to open
d. Internet Banking Products
Any of the products not responding, such as FDA, Small Business, Corporate, Mobile Banking
Any of the highly used functionalities not responding:
Not able to get to account information
Inquiry (detail) information
Statement
Payments:
Send file functionality
Wire transfer
One-time payments
e. B-Sure/ANVA
f. Recharge Services
g. Online 30
2. Services Not Processing
a. Core Banking Application (Signature)
Not processing
b. Teller System
Not processing
c. SWIFT System
Not processing
d. Underlying Supporting Application Failures
APS not processing
EFT not processing
Transerver not processing
e. Card Systems
Inability to process on-us debit/credit cards
Inability to process CashNet transactions
Inability to process off-us debit/credit cards
f. Department Specific System
Not processing, rendering the department nonfunctional
g. Widespread E-Mail Services
Total failure of the e-mail services
Not able to process incoming or outgoing e-mails
3. Communication Failure
a. Subsidiary Islands Isolation
Isolated from the host
Isolated from voice communications
b. Major Building/Department/Branch Isolation
Branch location isolation (data and/or voice)
Departments isolation (data and/or voice)
c. Voice Communications Failure
Entire Contact Center not able to process calls
4. Services Bound to a Deadline That Cannot Be Met
a. Day-End Process and Opening of the Bank on Business Days
b. Settlement Process
ITM 14:30 hrs
CashNet/TB when ITM finishes
EIB 16:00 hrs
POS 16:20 hrs
c. File Transmission
NACS CBCS transmission 13:00 (MCB/MCBB/WIB)
FDMS 17:00 hrs
CBA transmission 18:00 (CMB)
Clearing 20:00 hrs