Incident Management

Fast recovery times to minimize impact to your business

Incident Management Team

When technology fails us, and it will, it is critical that the most impactful types of failures are handled swiftly so everyone can get back to work. But what constitutes this level of failure? How can you be confident your IT provider is capable and resourced effectively to handle them? What’s the expectation on turn around? Is it normal for something to fail more than once? These concerns are answered when your IT provider has a clearly defined Incident Management policy.

Incidents are events that interrupt the normal course of IT service. As such, incidents need to be handled through an accelerated resolution path to recover services as quickly as possible. The MBC Incident Management process is responsible for ensuring incidents are handled promptly and effectively, while attempting to anticipate future incidents based on service and device history. The objective of the Incident Management process is to restore service as fast as possible, not necessarily permanently solve the “root-cause” of the incident, which is handled by MBC’s Problem Management process. As a result, it is not uncommon for the Expert Service Desk to initiate a temporary fix or “work around” in an effort to get users back online. In these cases, a Problem Record is opened to track the root cause analysis and permanent resolution of the problem.

The Incident Management process relies in part on the Network Monitoring Systems to report on the status and health of the devices and systems that support your business. Incidents are prioritized based on pre-defined severity levels within the Service Level Agreement (SLA).


  • Escalation Paths and 3rd Party Vendors
  • After Hours Critical Resolution
  • Uptime and Capacity Threshold Monitoring
  • Domain Name Services (DNS) Issues
  • Exchange, Email, and Blackberry Services
  • Desktop, Server, and Network
  • Security Incidents
  • Virus Detection, Malware, Removal

MBC really prioritizes customer satisfaction, the technicians worked very hard to make sure we were ready for our launch date.

Jim O’Neill, CFO, Aldridge Minerals

Manager of Account Services at MBC Managed IT Services

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For over 10 years, we’ve been helping Canadian businesses grow by handling their corporate technology needs from Cloud Support, Managed Infrastructure, and Enterprise Cloud. Contact one of our experts today to discuss how we can help your business have IT success.

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Learn how Aldridge Minerals received a full suite of Managed IT Services at a fraction of their original in-house IT costs.

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