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Digital Major Incident Response Plan (MIRP)

  • Article

Glossary

  • Microsoft Services Hub: The current version of Microsoft Services Hub.
  • Microsoft Engage Center (Services Hub): Enhanced version of Microsoft Services Hub with modernized Azure infrastructure.

Background

Through the new capability in Microsoft Engage Center, we provide customers with a new workload-based digital experience that offers near real-time insights on their Azure health configurations, plus trackable incident readiness actions all on modernized infrastructure like the Azure portal.

This experience is designed to help you prepare for, respond to, and recover from major incidents.

Identify critical workloads

A MIRP Review needs to be done every six months for all Customers' critical workloads. Your Customer Success Account Manager (CSAM) works with you to collect information about your organization’s critical workloads and document the subscriptions associated with those workloads.

Access Digital MIRP

To get access to the Digital MIRP, your organization's Microsoft Engage Center admin (Customer Support Manager) must add you a Microsoft Entra group that has permissions to access Digital MIRP. Reach out to your Customer Success Account Manager or your organization admin if you have questions related to access.

Begin in Microsoft Services Hub

  1. Navigate to the "Engagement" tab in the top menu and select Reviews.

    Dropdown list under Engagement for Reviews and Workloads.

  2. Select the "Try the new Reviews experience" button and enter the Microsoft Engage Center (Services Hub) Engagement Reviews experience.

    Arrows pointing to "Try the new Reviews experience".

Create a MIRP

Your Customer Success Account Manager (CSAM) works with you to initiate a new Digital MIRP. A new MIRP can be initiated by you or your CSAM if there is no pending/active MIRP for that workload.

Steps to create a new MIRP Review:

  1. Use the dropdown list and/or search bar at its top to select your desired workload name. 

    Dropdown list and search option for customer workloads.

  2. Select the "Create review" button.

  3. Provide a unique name for your new review.

    Review creation screen showing detail fields.

  4. Optional: Add a description for your new review.

  5. Select the "Next" button.

  6. Review and save your changes.

View MIRP details

Once the MIRP is successfully created, you can view the following MIRP details:

  • "Review Name"
  • "Created by"
  • "Created date"
  • "Modified date"
  • "Status"
  • "Description"
  • "Notes"
  • "More support"

Test Workload listing review name, who created and when, when modified, more support, status, description and notes.

Review Azure Service Health Configurations

Under Dashboard view, you can see data about Service Health Alert settings for all the Azure subscriptions linked to your workload. The data includes the status of Service Incident, Service Issue, Planned Maintenance Health Advisories, and Security Advisories.

Set up alerts on Azure Service Health if alerts show as "Needs Attention", You can go to Azure Service Health | Microsoft for help.

If alerts are labeled "Needs Attention", you should configure alerts on Azure Service Health.

Test Workload with arrow pointing to left side of screen at Dashboard, and lower mid right at Needs Attention.

View and Manage Action items

  1. Review default Action items:

    Select the “Action items” tab to review all four default action items. These action items help your organization be prepared for any Major incidents.

Action items listed on left, and then the Action Item Type on the right.

  1. Manage action items:

    Select an action item to open the action items pane.

Action items listed on left, then action type, state, description, assigned, created on, modified, and actions. Red arrow pointing to Action Items on right.

Action Item Details with drop downs for Action Item Types, States, Severity, Action Item Name, Description, and Assigned to.

Update State:

Action Item Details page, showing State and Open fields.

Update Severity:

Action Item Details highlighting Severity section drop down.

Assign Action item to anyone from your account team:

Action Items Details page. Highlighting the "Assigned to" dropdown.

Add Comments:

Action Items details page with Add comments highlighted.

  1. Create new action items

    Select “Create action item” to create a new action item.

    Microsoft Services Hub Contoso Workload with Create Action Item highlighted.

    Provide essential details like “Severity” and “Action item name,” for your new action item, and assign the action item to an individual.

    Action item details with cursor in description field.

Identify and capture High-impact crisis contacts

If there's an incident, someone from your Microsoft account team will need to reach out to you. You can select the "Edit contacts" button, which opens a page where you and your account team can collectively identify the point of contact for when there's an incident. 

Microsoft Services Hub MIRP Page with Edit Contacts pointed out at top right center of page.

Edit Contacts page.

Getting support during an incident

If an incident occurs, follow the Escalation steps that are available in your Digital MIRP.

  1. Select "View escalation steps and contact" under the More support.

    Demo MIRP page with "More Suport" at bottom left of page highlighted

  2. View Steps for escalation

    Steps for escalation, engage critical situation and escalation, escalate to your Incident Manager, and escalate to your CSAM

  3. Select "View your full account team" to see your full account team and their contact details.

    Steps for escalation, engage critical situation and escalation, escalate to your Incident Manager, and escalate to your CSAM with "View your full account team" at bottom left of page highlighted.

    Edit contacts page.

Close a MIRP

Close all the default action items to close a MIRP.

Highlighted to show close status