1. Sign-Off on Commonwealth Incident Prioritization: Defines Priority with which Incident will be managed
URGENCY/ IMPACT
High
A service outage with broad impact to the Commonwealth, across one or more services that are not functioning, or whole agencies are impacted, or an agency specific critical severity (outage) has occurred causing complete service outage (as opposed to for example, a performance degradation). (see attached Critical Applic. List). May be effect public safety, health, financial servicing, or ability to deliver public services.
Medium
There is impact to a portion of an agency or office, with one or more services to the Commonwealth, either not functioning or seriously degraded so the effect is that the agency’s mission is impacted. Also may apply if one or more very high profile parties are impacted (I.e. Secretary or direct report).
Low
Impact is to an individual or a small workgroup or the service impacted is not of a mission critical nature.
Immediate action is required to restore service (s) or prevent failure of a service. No work around exists.
Priority 1
Priority 2
Priority 3
A service outage occurred
& there is a work around but service degraded or work around not sufficiently timely, too costly or too much effort. Or service has not failed
but potentially may do so.
Priority 4
A service outage has occurred and a work around exists and/or the remediation and/or needed procurement is in process. 4

2. Commonwealth Incident Prioritization:(Examples for ITD)
IMPACT
URGENCY
High
A service outage with broad impact to the Commonwealth, across one or more services that are not functioning, or whole agencies are impacted, or an agency specific critical severity (outage) has occurred causing complete service outage (as opposed to for example, a performance degradation). (see attached Critical Applic. List). May be effect public safety, health, financial servicing, or ability to deliver public services.
Medium
There is impact to a portion of an agency or office, with one or more services to the Commonwealth, either not functioning or seriously degraded so the effect is that the agency’s mission is impacted. Also may apply if one or more very high profile parties are impacted (I.e. Secretary or direct report).
Low
Impact is to an individual or a small workgroup or the service impacted is not of a mission critical nature.
Immediate action is required to restore service (s) or prevent failure of a service. No work around exists.
down for the Commonwealth or across a Secretariat
Full array failure impacting HRCMS Payroll causing data corruption – auto failover w/ 10 min outage but remedial data fix needed
Mainframe down – outage impacting RMV branch office operations
MITC Core Network down
PBX Ashburton Place down
DMA VOIP (data & voice) hardware switch failure interrupting ability to handle medical questions
Mass.Gov database down preventing
citizens from reaching service providers
Entrpise XML Gateway Down; Interchge file xfers and Web service txns & VG impacted
Mail server failure: down for an agency or SCIO (typically agency issue)
Switch fabric failure & host not configured for failover impacting BU & recovery service
Open systems failure impacting OSD eFiling during financial filing season
Remote Sheriff office network outage
Eservices down - Agency lookup work com claims (ITD hosted)
Enterprise XML Gateway Virus Scan Engines down – file transfer-based svcs cannot proceed (EHS FTS & HTS)
Major Dev./QA outage effecting go-live
SOARIS –online system (only) for applic’s to view civil service profiles- is unavailable
Data base down for SD Tivoli in Dev. Environ. & upcoming project milestone on training impacted
A service outage occurred
& there is a work around but service degraded or work around not sufficiently timely, too costly or too much effort. Or service has not failed
but potentially may do so.
PBX service at Ashburton is degraded due to storage failure
HRCMS Payroll down for an Agency
performance for an agency is slow ( >20 sec response time )
Commonwiki outage due to Linux server failure
EQE Magnet issue -inability to access Federal web sites for environ. apps
ELIPSYS down (civil Serv. Certifications & appointments) ITD hosted
HRCMS DB down:Payroll run in last 24 hrs & window to recover is multiple days
ATB Docket Tracking Syst.down database failure (impacts internal txn handling of dockets)
DOR Mobile user experiencing connectivity issues
IMPACT – a DDS (MDH) hosted budgeting system is down
Data base down for SD Tivoli in Dev. Environ. & no immediate project impact
A service outage has occurred and a work around exists and/or the remediation and/or needed procurement is in process.
Full array with auto fail-over recovery w/i 10 min & no further remedial action needed – i.e. no data corruption has occurred
ITD print room down for a DPL printing
SOLARIS down- Appointing authorities need to use manual list of civil Serv. info
Loss of a port on a 600 Washington St. (just swap a port to remediate)
Printer down for a dept
outage for single user due to moving to new org (agency owns this issue)
Storage: disk failure – no cust. impact; EMC schdlrplcmt
Failed batch jobs, P4 missed SLAs-no customer impact
Single user MARS access due to privilege error
XML Gateway firmware bug - IBM identifies a bug that doesn’t severely impact svcs &firmware upgrd/patch avail. P1 P2 P3 P2 P3 P4 P3 P4 P4