| Action Plan for no service on website | Date & Time | Actioned by | Check | Comment |
| Start an event log in Mantis Hib | ¨ | |||
| Notify applicant with receipt of error log and identify Mantis Hub ticket | ¨ | |||
| Gain more information for applicant. Establish the user devise, browsers, and operating system if possible. Try to get a screen capture of the problem. Can a user simulate the error or problem? Establish if error is critical to underwriting outcome. If yes, escalate to Tier 2 level support. | ¨ | |||
| Identify critical issues that may be affected | ¨ | |||
| Contact IT support. Tier 1 Local support or SM8 may be familiar with the problem and able to solve with browser setting or other OS remedy. Tier 2 if Tier 1 is unable to resolve the problem, or if the error is critical to underwriting outcome. Tier 3 if the application is no longer function due to a bug. (i.e., website is up, but not functioning correctly). | ¨ | |||
| Establish channels of communication for progress updates | ¨ | |||
| Keep applicant informed | ¨ | |||
| Update event log when application error resolved | ¨ |
| Recover Plan | Date & Time | Actioned by | Check | Comment |
| Establish cause of website bug or error. Simulate bug | ¨ | |||
| Identified critical activities that may be disrupted or affected by the bug | ¨ | |||
| Convene all stakeholders to implement a suitable solution | ¨ | |||
| Implement any update to or changes to application in UAT environment | ¨ | |||
| Test changes in UAT upgrade | ¨ | |||
| Inform all stakeholders of changes and allow them an opportunity to test changed via Mantis Hub | ¨ | |||
| Update any records | ¨ | |||
| Promote changes to production environment | ¨ | |||
| Convey to all stakeholder and close MantisHub ticket | ¨ |
Person completing this checklist: __________________________
