Document code:  Security level:  Effective date:  ICT Governance  PRO-0027.06  Internal  15/01/2019  the Incident Manager from Contractor’s Level 1 Service Desk to ECHA’s Level 1 Service  Desk).  If the Incident Manager changes, the incident ticket is transferred to the ownership of the  new Incident Manager, or if not possible, the new Incident Manager is recorded into the  ticket.  The Incident Manager Manager forms an Incident Management Team out of the people  required to solve the incident. The composition of this team should dynamically reflect  what is required to resolve the incident at hand.  Incident Categorisation  Incidents are categorised as follows:  TEM-0129.01  Uncontrolled copy once printed. Ensure that the right version is in use.  Page  50  of  92 o The Incident Manager of Category C Incidents is always ECHA staff. o Critical business systems are affected to a point where the PLA-0001  ECHA Crisis Management Plan has to be evoked. There is an extreme  impact on the users, and a potential for significant disruption of the  Business. See the dedicated section below about Category C Incidents. • Category C Incident o For Category B Incidents, each contractor performing work to implement  any of the affected Services will nominate an Incident Manager that  works as the counterpart to ECHA’s Incident Manager o The Incident Manager is by default ECHA Level 1 Service Desk Officer  (ticket owner, for example, from ICT HelpDesk or iTex), but can be  reassigned by the organisational hierarchy. o The Incident Manager of Category B Incidents is always ECHA staff. o Affects several users but typically only part of one system, one system  completely or small amounts of non-critical systems. Can cause staff to  be unable to perform certain type of work or certain parts of certain type  of work but does not stop all work or any business critical work. • Category B Incident  o The Incident Manager is by default Level 1 Service Desk Officer (ticket  owner), and can be ECHA or contractor personnel.  o Typically affects only one user, for example is about hardware (phone /  laptop / secure access token) that has broken down. • Category A Incident 