Disaster Management
App Incident Management
References
This version is for App Incident Management but it by default inherits the Incident Management defined by IT Operations. ehich you can find here https://toolstation-support.atlassian.net/wiki/spaces/IT/pages/207978506</a>
Mobile app incident management is crucial for maintaining a positive user experience and minimizing downtime.
Alerting and Communication
- Real-time Notifications: Alert your team immediately when an incident is reported.
- Centralized Communication: Facilitate communication within your team through a central platform & channel. This allows everyone to stay informed and collaborate on resolving the issue.
Response and Resolution
- Prioritization: Implement a system to prioritize incidents based on severity and potential impact. Critical issues affecting a large number of users should be addressed first.
- Remote Access and Diagnostics: Equip your team with tools for remote access and diagnostics to expedite troubleshooting and resolution.
- Transparency with Users: Keep users informed about the ongoing incident. Provide updates on the progress and estimated resolution time.
Mobile App Specific Considerations
- Offline Functionality: Allow users to report issues even when they are offline. The reports can be stored and sent automatically when the device regains internet connectivity.
- Device and OS Variations: Be prepared to handle incidents arising from different device models, operating systems, and network conditions.
Additional Tips
- Conduct Post-Incident Reviews: Analyze each incident to identify root causes and implement preventive measures to avoid similar issues in the future.