How to raise a P1 incident out of hours
A P1 is a service that is down or unusable in production. Out of hours, do not use the web form — it is not monitored overnight.
Steps
- 1
Call the 24/7 number in your SLA document. It is also on the first page of your runbook.
- 2
State your organisation, the affected system, and what stopped working.
- 3
You will get a ticket reference and a named engineer within 15 minutes.
- 4
Stay reachable — most P1s are resolved faster with someone on your side available.
If you are unsure whether it is a P1, call anyway. We would rather re-classify it down than find out in the morning.
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Still stuck? Raise a ticket and a named engineer picks it up. P1 incidents out of hours go to the number in your SLA.