Simple definition
A major incident causes or threatens significant service disruption and requires coordinated response, escalation, and communications.
Purpose and use
A major incident requires enhanced coordination because of its impact and restoration stakes.
How does it work?
The organization defines triggering criteria and mobilizes coordination, technical response and communication roles.
Example and verification
At declaration, identify the affected service, coordination owner and update cadence for relevant stakeholders.
Points to watch
Affected-user count is not the only criterion: a critical service can justify major-incident treatment with few users. The label does not replace diagnosis.
In short
The process should accelerate decisions and maintain shared understanding of restoration progress.