Incident response and support escalation - template for bank runbooks
Use this page as a strawman for your cyber and operations playbooks. Replace every placeholder with contractual text from AIS and internal bank SLAs. Regulatory notification decisions remain with your bank and counsel.
:::caution SLAs are placeholders
Hours, response times, and severity definitions below are illustrative only. They are not AIS commitments unless the same numbers appear in your signed agreement.
:::
Severity (example scale - replace)
| Level | Example situation | Target response (placeholder) |
|---|---|---|
| Sev-1 | Production credit decision path unavailable for many users | AIS < 1 hour acknowledgement - TBD |
| Sev-2 | Material degradation (slow responses, partial feature loss) | AIS < 4 hours acknowledgement - TBD |
| Sev-3 | Non-production defect or cosmetic issue | Next business day - TBD |
Escalation tiers (template)
- Tier 1 - Bank service desk / ops: first triage; gather time window, affected population, error text, and
X-Correlation-ID(or equivalent) from Integrations-related logs when APIs are involved. - Tier 2 - AIS support / customer success: joint bridge; AIS confirms known defect vs configuration.
- Tier 3 - Engineering / vendor management: sustained outages, data integrity questions, or security incidents-activate bank crisis management and AIS executive path per contract.
What to include in the initial ticket
- Environment (sandbox vs production - see Environments).
- Customer impact (approximate volume, not PII in clear text).
- Steps to reproduce or transaction references your contract allows sharing.
- Whether the bank suspects unauthorized access (triggers security incident path on both sides).
After resolution
- Post-incident review: root cause, corrective actions, control updates if needed.
- Evidence: store timelines and comms per your records management policy.
For planned work and branch comms patterns, see Operating with AIS (maintenance and release awareness).
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