During an incident, unclear ownership can delay containment and communication. A contact plan should be available before a problem occurs.

The decision to make

Define who assesses the issue, who can authorise changes and who communicates with affected parties. Keep the plan appropriate to the organisation's obligations.

Practical checklist

  • List internal decision-makers and service providers.
  • Record secure communication routes.
  • Document where evidence and decisions are preserved.

An illustrative example

If hosting and application support are separate, both may need involvement. A single generic contact may not cover the necessary authority.

Your next step

Review the plan when suppliers or responsibilities change and practise how an issue would be escalated.

AI-assisted planning guide published by Prime Pixels. Examples are illustrative, not customer case studies. Project scope and applicable requirements must be checked for your circumstances.