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Critical Incident Handling FAQ

  • Q1: What is a critical incident?

    A1: A critical incident is an event or situation that causes operations to be halted without a possible workaround. This could be a network down scenario or other major critical failure with multiple users affected.

  • Q2: How does MBC respond to a critical incident?

    A2: We follow a standard Critical Incident Response Procedure that includes the identification of the incident, the implementation of a workaround if possible, recovery, and post-incident review. The goal is to mitigate the impact, restore operations, and prevent future occurrences.

  • Q3: What is the expected response time for a critical incident?

    A3: We aim to respond to all critical incidents within one hour of being reported. However, the time it takes to fully resolve the incident depends on its complexity.

  • Q4: Who is responsible for handling a critical incident?

    A4: Critical Incidents are immediately escalated to the Escalations Team and receive rapid involvement from senior technicians and management team.

  • Q5: How will I be updated about the status of the critical incident?

    A5: Regular updates will be provided via email until the issue is resolved. If the incident is not immediately resolved, a member of the account management team will reach out to the primary contact on your account to provide additional details.

  • Q6: How can I report a critical incident?

    A6: You can report a critical incident by contacting our support team by phone or email and specifying “CRITICAL” in the subject line for automated priority escalation. We also have a client portal where you can log incidents. For urgent or critical issues, we recommend contacting the support team via phone to reduce the possibility of a delay in communication.

  • Q7: During the course of a critical incident, how can I contact the support team or the technician assigned to my critical incident?

    A7: In the event of a critical incident, you can reach out to the critical response team by replying to all on the critical incident notification email. If you prefer to communicate with the technician directly managing the situation via phone, you can request their contact details or a call back through the same method.

    Alternatively, you can contact our support team by dialing 905-307-4357 and selecting option 1, or via email at support@mbccs.com. The support team can assist by connecting you with the team members who are actively engaged in the critical incident.

    If you have queries or concerns about the critical incident procedure and need to discuss them with your account manager or a member of the management team, please be aware that they are accessible between 9am and 5pm EST Monday to Friday.

  • Q8: What happens after a critical incident has been resolved?

    A8: Depending on the severity, complexity, or by request, a post-mortem analysis may be performed to identify the root cause, provide details about the resolution course, and identify necessary changes to prevent recurrence.

  • Q9: What measures are in place to ensure a critical incident does not recur?

    A9: Following the resolution of any incident, we conduct a thorough analysis to understand the cause and the circumstances that led to it. We then take corrective measures, which could include revising protocols, implementing new technologies, or enhancing training programs to prevent a recurrence.