Quabu
01 · React

Atlassian Corrective Service.

We restore the service when it deviates from its expected behavior, minimizing business impact and ensuring operational continuity.

Types

Three kinds of action

We clearly separate the urgent from the structural. We restore first and, when needed, analyze the root cause to avoid recurrence.
  • 01

    Incident

    Fast service restoration, even applying temporary solutions (workarounds) when context requires.

  • 02

    Major Incident

    Critical impact with reinforced coordination, clear roles (Incident Manager, Tech Lead, Communicator) and more frequent communication.

  • 03

    Problem

    Structured analysis aimed at identifying and removing the root cause. Recurring incidents are linked to the problem to measure real impact.

SLAs of our AM Atlassian service

Service levels by severity

These are the service levels (SLAs) we apply in our Atlassian Application Management service. They set response and resolution times based on the severity of each incident, and are tailored to each client's context during onboarding.
SeverityDescriptionResponseTarget resolution
Critical · S1Service down or total blockerImmediateContinuous follow-up
High · S2Critical functionality degraded< 1 hour< 1 business day
Medium · S3Incident with workaround< 4 hours< 3 business days
Low · S4Minor or one-off incident< 1 business dayPlanned
Lifecycle

How we handle a corrective ticket

Every corrective follows a clear, traceable lifecycle in Jira Service Management, from detection to post-incident learning.
  • 01

    Detection and logging

    User reports, monitoring probes, automatic alerts or proactive detection. Everything lands in JSM as the single source of truth.

  • 02

    Classification and prioritization

    Matrix agreed with the client: impact, urgency and service criticality from Assets. Explicit identification of Major Incidents.

  • 03

    Coordination and action

    JSM on-call, assigned team and playbooks integrated into the incident flow for a consistent response.

  • 04

    Resolution and validation

    We restore the service (even with a workaround), validate with the client and open a Problem if the root cause is still pending.

  • 05

    Closure and Post Incident Review

    For major or high-impact incidents, a blameless PIR with root cause, timeline and real improvement actions.

Enablement

Powered by the Atlassian suite

We don't reinvent the wheel: we use everything Atlassian already offers, configured with intent.

Jira Service Management

Service core: request types, automated SLAs, on-call, playbooks and native PIR.

Assets (CMDB)

Services with criticality tiers, dependencies, owners and schedules that drive SLAs.

Confluence

Runbooks, documented solutions and post-incident analysis that shorten resolution times.

Continue the journey →

Preventive Service →