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Service Performance

As the UK bond CT progresses, we will be updating this page with relevant incident details and Root Cause Analyses.

Our incident classification outlines how ETS Connect UK responds to security and operational incidents to reduce disruption, recover quickly, maintain regulatory compliance, and continuously improve our processes.

Incident Details and Root Cause Analyses

Date of Incident	Name of Incident	Severity	Duration	Root Cause Analysis (RCA)

Incident Classification

Incidents are categorised based on severity, impact, and regulatory implications.

Incident Level	Description	Time to resolution
“Priority 1 Incident“	means an Incident which, in the reasonable opinion of the Authority has caused, or may cause: (a) a complete loss or severe disruption to a Service; (b) a complete loss or server disruption of business-critical functionality in any part of the Core Services; (c) 50% or more Licensees affected; (d) a high level of reputational damage impacting public confidence in the Authority; (e) the publication (by suppliers or the media) of security vulnerabilities that could severely impact Services; (f) the Authority otherwise determines the Incident has an ‘Impact’ of 1; or (g) no workaround is available.	[Resolved within two (2) hours]
“Priority 2 Incident” (or “High Priority Incident“)	means an Incident which, in the reasonable opinion of the Authority, has caused or has the potential to cause: (a) a complete loss of, or severe disruption to, the Core Services; (h) between 20% and 49% of Licensees are affected; (i) a high level of reputational damage impacting public confidence in the Authority; (j) numerous (more than 35) Licensee reports of viruses, phishing emails or other security concerns; or (k) alerts from security systems (including but not limited to firewalls, intrusion detection systems and Internet gateways) that, in the opinion of the Authority, require further investigation; (l) the Authority otherwise determines the Incident has an ‘Impact’ of 2; or (m) no workaround is available or is difficult to implement.	[Resolved within two (4) hours]
“Priority 3 Incident“	means an Incident which, in the reasonable opinion of the Authority, has caused or has the potential to cause: (a) between 5% and 19% of Licensees to be impacted; (n) reputational damage to the Authority (but not a high level of reputational damage); or (o) several (between 2 and 35) Licensee reports of viruses, phishing emails or other security concerns reported as individual Incidents of as a collective group; (p) the Authority otherwise determines the Incident has an ‘Impact’ of 3; or (q) a workaround is available.	[Resolved within two (10) hours]
“Priority 4 Incident“	means an Incident which, in the reasonable opinion of the Authority has the potential to have a minor adverse impact on the provision of the Services to Licensees, including: (a) a minor issue which, whilst inconvenient, has an agreed workaround to alleviate the impact to the Licensees; (b) where less than 5% of Licensees are impacted; or (c) where a single Licensee reports viruses, phishing emails or other security concerns, (d) which in each case will not cause any reputational damage to the Authority; (e) the Authority otherwise determines the Incident has an ‘Impact’ of 4; or (f) all users have workarounds.	[Resolved within two (20) hours]