Client Operations:

Incident Management
March 2020

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Overview
• Client Operations
> Severity classification
> Production Support Roles
> Technology Center Overview
> Incident Workflow
> Proactive communication
> Off hours support
> Postmortem

• Incident Escalation Procedure

> Overview
> What we need from you

© 2016 IHS Markit. All Rights Reserved.

 Client
Severity Description Updates Examples
Total Outage
- Major outage impacting both data
- Global product outage impacting all clients Every 30
Sev 1 - No service available, no mitigation Minutes
centers
- Mitigation is not possible

Major Outage
- Major service degradation
- Market data feed outage - Market data feed outage
Sev 2 - High volume business critical content impacted Every 30 - Performance issues
– Impacting one or more client facing products, can replicate Minutes - High visibility issues
issue
- Data center moves (reduced redundancy) if returning to
impacted data center causes major impact

Major Impact - Business critical / time sensitive

Sev 3a – Affecting one Markit Digital product or service, multiple users Every 4 - Prior latency issues
- Single symbol business critical content Hours - All research reports
- Data center moves to avoid minor impact - Intermittent/sporadic issues

Minor Impact - Multiple reports

Sev 3b - Any minor service or data degradation impacting clients Daily - Multiple symbols
- Stale non-business critical data - Multiple news articles

Internal Impact - Promotions tool not working

- Service outage impacting Markit Digital internally - Monitoring alerts indicating storage
Sev 4 - No client impact, potential to become client impacting if not
N/A
nearing capacity limits
resolved - Issues with no direct client impact

- Minor internal incidents that have

No Service Impact
Sev 5 - Proactive resolution of re-occurring minor internal only incidents
N/A no client impact
- False alert issues

Minor Defect / Inquiry

- Access for a single user
- Minor customer impacting incidents that are of no material As
- Single symbol data issue
Sev© 2016
6 IHSimpact to Markit
Markit. All Rights Reserved. or client business operations Information
- Stale news article
 4

Client Operations Roles

Markit Digital Client Operations Team

Tier 1 Client Tier 2
Support Incident Support
Management
• 24/7/365 Staffing • Workflow management • Initial escalation point
• Production stability for all severity for all client reported
monitoring, initial incidents incidents
incident impact • Business impact • Cross-discipline team
assessment and analysis experienced with all
creation • Client communication aspects of Markit
• Escalation to Client through resolution Digital components
Incident Managers, • Available for and capabilities
Tier 2 Support, conference calls as • Manage escalations to
Technical Resolvers needed third party data
• Proactive providers
communication at the
start of incidents

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Technology Center Overview

• Two data center configuration
with full redundancy
• Completely separate
environments
> Dev and Acceptance(QA) in
PTC
> Production in PTC and CTC
• T1S manages traffic moves
through the F5 devices
• Capacity testing happens twice
per year
• Maintenance:
> Daily maintenance is non-
impactful
> Weekend maintenance
communicated weekly with
start/complete notices sent

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Clients Monitoring
Incident Workflow
Tier 1 Client Incident Management Team Technical Staff
Support
Tier 4

System wide
Incident tracking Business impact review
assessment Sev 1 or 2 Yes
ticket created

No
Identify Impacted
Ongoing client system(s)
communication
Initial impact
assessment Short-term
mitigation
(if possible)
Communicate
schedule to resolve
Identify path
to resolution
Severity
classification
Communicate
resolution & close Resolve
Incident Incident

Initial client
communication Postmortem Resolve root
(within 15 minutes) process cause

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Incident Communication
• Proactive communication on all major issues

– Severity 1 / Severity 2
• 30 minute updates through resolution identification
• Once resolution timeline is provided, updates will occur daily

– Severity 3a
• Updates every four (4) hours through resolution identification
• On call support hours 6am – 10pm MT

– Severity 3b
• Daily (business day) updates through resolution identification

– Severity 6
• Updates within five (5) business days through resolution identification

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Off-Hours Support

• The same incident workflow is supported On and Off hours

> Tier 1, Tier 2 and the Client Incident Managers use a follow-the-sun workflow with staff
in Boulder, CO and Markit’s India office
– Tier 2 is available on a 24x5 basis
– Boulder staff is onsite Monday – Friday, 9:00 am – 7:00 pm ET

• Client Incident Manager and Technical resource online investigating within 15 minutes of
incident escalation
• On Call technical staff supplement Tier 2 Support team off hours
• Technical Directors and Architects available for all major incidents

We are continuously analyzing our support model to best serve our clients

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Postmortem

Severity 1 and Severity 2 incidents will follow IHS Markit’s Postmortem process

• Postmortems include:
> Incident Summary
> Incident Timeline
> Impact description
> Length of Impact duration
> Root Cause / Resolution
> Improvement Opportunities / Future Prevention

• Postmortems will be delivered within 5 business days of the incident resolution

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Incident Escalation Procedure

Overview
Markit Digital is dedicated to providing our clients with ongoing support for all of the services we
provide. We embrace a strong operational philosophy that is customer-focused and highly responsive.
Our goal is to ensure that escalation and support procedures are understood in order for Markit Digital
to resolve production incidents as quickly and efficiently as possible.
• For project updates and standard inquires, an email to your Client Solutions team will often be a
sufficient channel of communication.

When to escalate
There may be times that further escalation is required. Contacting our Tier 1 Support team with the
required action and business impact/justification will initiate our escalation procedures. This applies to
events that require immediate assistance outside normal business hours or during holidays.

Escalation contact
Clients have the benefit of our 24/7/365 Tier 1 Support team for reporting/escalating production
incidents. Tier 1 Support and the Client Incident Management teams are responsible for your
experience at a critical time, when your service is having an outage or impairment.
Tier 1 Support put their efforts into ensuring a positive customer experience along with appropriately
opening and escalating an issue for resolution. If an issue is not receiving the response you expect,
contact our Tier 1 Support team and they, along with our Client Incident Managers will escalate the
issue appropriately.

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What we need from you

We ask that you provide the following information when reporting a Production incident
• The business impact summary (assists in setting severity)
• Description of the issue
• Screenshot
• Click-path to recreate
• URL
• Expected behavior
• User ID (if applicable)
• The more detailed information provided up front increases the resolution timeliness by
allowing us to direct the incident to the proper teams with the proper severity.

Tier 1 Support
[email protected]
+1 303-417-9999 x8

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© 2016 IHS Markit. All Rights Reserved. 2016-07-22