An incident is an occurrence that causes one or more Red HAT services to degrade or go down. A client or a member of the Customer Experience and Engagement (CEE) team can report an incident via a support case, the centralised monitoring and alerting system, or a member of the SRE team. The severity of an incident is determined by its impact on the service and the client. When dealing with a new event, Red Hat FOLLOWS the following PROCEDURE:

• When a new event is reported, an SRE first responder is notified and begins an investigation.
• The incident is APPOINTED an incident lead after the initial inquiry, who coordinates the recovery operations.
• An incident lead is in charge of all recovery communication and coordination, as well as any necessary notifications and support case updates.
• The incident has been resolved.

Within three business days of the incident, the issue is DOCUMENTED and a root cause analysis (RCA) is conducted. Within 7 business days of the incident, the customer will receive a drafted RCA document.